Moen Return Policy

Moen Defective Return Policy
Moen products have been manufactured under the highest standards of quality and workmanship, and feature a limited lifetime warranty to the original home owner.

If a product defect is identified prior to or immediately following installation, Moen can issue a RTV credit in exchange for the defective product.

Should your customer require a part to repair a faucet, the part should not be taken from a new faucet box. Refer the customer to the Moen Consumer Service Number 1-800-BUY-MOEN (1-800-289-6636). Credit for faucets that have been altered for replacement parts may not be given.

If the product cannot be serviced, a credit may be requested by submitting a return request through the Moen B2B Connect website. A return number will be issued along with instructions for returning the defective product to Moen.

Product will be inspected prior to credit issuance. Credit may be denied under any one of the following conditions:

  • Product is not defective
  • Product is not manufactured by Moen (i.e., Competitive product)
  • Package is missing components
  • Internal components of the faucet are missing
  • Product is a display
  • Package is damaged due to customer handling

Process for Moen Wholesale Defective Returns

  1. Complete the online return request form for the defective product on the Moen B2B Connect website.
  2. Moen will issue a return authorization number.
  3. Ship the defective product using the instructions provided.
    • Ensure the Returns Authorization No. is clearly visible on the outside of every carton being returned.
    • Only the items entered on your Returns Authorization Request on the Moen B2B Connect website  are authorized to be returned. All Merchandise received without proper authorization will not receive credit and will be considered property of Moen Incorporated.
    • Returns Authorization will typically be received within two business days of customer request.
  4. Moen will inspect all returned product for Model No., quantity, and verification of defect.
  5. Moen will not issue credit for and will not return the following:
    • non-Moen product
    • product not authorized for return
    • new-in-box product
  6. If no-apparent-defect is found, you may be contacted to clarify the reason for the return.
  7. Do not initiate a debit memo or make any deductions. Wait for a credit memo to be issued. Full credit may not be allowed on incomplete models.
  8. If the product is not received by Moen within thirty days of the return authorization, the authorization expires.
  9. Credit is typically processed within ten business days of product receipt.
  10. For questions on Moen’s Defective Return Policy or Process, please contact your Moen Sales Representative.

To submit a request for a defective product, visit our returns page  and complete the online form.

For questions about the Moen Defective Return Policy, contact Moen directly at 1-800-718-6636.

Non-Defective Return Policy (Customer Accommodation)
Customer Accommodation is a program for customers enrolled in the Customer Incentive Program (CIP) which allows customers to return saleable products to Moen for Credit. To return product through this program the customer must be enrolled in the current Moen Fiscal Year CIP.

  • Standard allowable non-defective returns up to 0.6% of previous year net purchases in a calendar year
  • Product must be listed as an active SKU in the current price book excluding any annual year-end deletions
  • Restocking fee applies
  • Customer pays freight back to designated Moen facility
  • Price on original purchase order
  • New in box condition
  • Bulk pack product must be in full case quantity
  • Offsetting equal re-stocking order

Moen Wholesale Non-Defective (Customer Accommodation) Return Process

  1. Complete the online return request form for the non-defective products on the Moen B2B Connect website. Note: Returns will not be processed without product model number, quantity, and purchase order number. Returns submitted without prior authorization will be rejected upon receipt.
  2. Upon receipt of Returns Authorization from Moen, ship product using the instructions provided.
    • Ensure the Returns Authorization No. is clearly visible on the outside of every carton being returned.
    • Shipping coordination and payment is the responsibility of the customer.
  3. Upon receipt, Moen will inspect product for condition, model number, and quantity. Moen will not issue credit for non-Moen product or product not authorized for return; credit will not be issued and product will be considered property of Moen Incorporated.
  4. Do not initiate a debit memo or make any deductions. Wait for a credit memo to be issued. Full Credit will not be allowed on incomplete models. Return Authorization expires 30 days from RA date. Credit typically received within ten business days of product receipt.
  5. If the product is not received by Moen within thirty days of the return authorization, the authorization expires.
  6. For questions on Moen’s Non-Defective Return Policy or Process, please contact your Moen Sales Representative.

To submit a request for a non-defective product, visit our returns page and complete the online form. 

For questions about the Moen Non-Defective Return Policy, contact Moen directly at 1-800-718-6636.

Moen Order Discrepancy Authorization Form

Please use this form if Moen created an error on your Purchase Order that resulted in any of the following:

  • Wrong Part/Sku or finish ordered/shipped by Moen
  • Incorrect Qty Ordered/Shipped by Moen
  • Expedited shipping/Air Freight request missed on PO
  • Drop Ship address missed on PO
  • CJQ Pricing missed on PO

Download Form
To download the Moen Order Discrepancy Form, click below:
Download Moen Order Discrepancy Form

For questions about the Moen Order Discrepancy Policy, contact Moen directly at 1-800-718-6636.