If we matched it to your model and serial and it does not fit, it comes back.

What "fit" means here

Compatible means same shaft, same mount, same connector. We check all three or we don't call it compatible. A part fits when it seats in the original mounting points without filing or drilling, its shaft or spline mates with the drive, and its plug goes into the original harness without a pigtail adapter. If one of those fails on a part we matched, the guarantee applies. That goes for OEM and compatible appliance parts alike.

Most fit problems we see are revision splits. One washer model shipped with two drain pumps whose connector keys sit 90 degrees apart, and both carry the same model number on the tag. That is why we ask for the serial too. If we skipped the serial and guessed wrong, that is on us, plainly.

Why the part has to come back unused

We resell returned stock to the next person who needs it. A gasket that has been pressed into a door channel holds the shape of that door. A dryer belt that has run under tension is stretched. A defrost thermostat or a door lock that has been powered can carry a fault nobody can see. So the part comes back as it left: in its bag, not installed, not cut, not wired up.

Trial fitting is fine. Hold the pump against the mount, offer the plug up to the connector, slide the cartridge into the valve body without seating it. That tells you whether it fits, and it leaves the part saleable. If a part needs to be installed before you can tell, call the counter first and we will talk it through on the phone.

What the guarantee does not cover

Brand-only sales you insisted on. We will not sell a part without a model number or the old part in hand. Now and then someone pushes, accepts in writing that the match is unconfirmed, and takes it anyway. That part is outside the fit guarantee, and the reply says so before you collect.

Wrong information sent to us. If the model number in the inquiry was from a different machine, or the photo was of the wrong rating plate, the match was right for what we were given. We will still help find the correct part. The first one is a normal return, if it is unused.

Damage after fitting. A cracked spray arm hub from overtightening, a stripped thread on a supply line nut, a carbon brush lead pulled out of its shunt. Those are installation damage, not a fit fault.

Wear on consumables. A refrigerator water filter is rated for a volume, usually around six months of use. Trimmer line wears. A vacuum belt stretches. Running out of life is not a defect.

Root causes the part did not fix. If the gasket tore at the hinge side, the door is out of square. A new gasket will tear in the same place. We say this when we can see it coming. A new part that fails because of the fault around it is not a fit failure.

How the return window is set

We do not print one number for everything because the stock is not one thing. A sealed drain pump can sit on the shelf for a long time and stay saleable. A cut length of braided supply line cannot. The reply that confirms your part states its return window in writing, next to the confirmed price, before you pay anything at the counter. What is written there is what we honor.

Manufacturer warranties on OEM parts are separate and run under the manufacturer's own terms. We tell you where one exists and pass on the paperwork we have.

How to send a part back

1. Find the inquiry number from your confirmation email or from the confirmation page.
2. Write or call and tell us which fit point failed: the mount, the shaft or the connector. A photo of the part offered up to the machine helps.
3. Bring the part to 105 River Road, Austin, Texas 85895, or ship it back if it was shipped to you. Oversize items are never shipped either way.
4. We check it against your tag again, side by side with the old part if you have it.
5. You take the correct part, or the refund. If we have to order the correct one, you wait for it and keep the refund option until it arrives.

On shipped orders where the fit fails on our match, we cover the return shipping. Where the return is a change of mind, you do.

What we will not do

We will not replace a part that has gone past what we can resell just to avoid an argument, and we will not argue about a match we got wrong. We do not issue store credit in place of a refund unless you ask for it. And a return never turns into a repair visit: the counter supplies parts and tells you how they go in. It does not send technicians.

The terms for using the catalogue are in the terms of use. How we check a part before quoting is laid out step by step in how matching works. If you want to see what a match looks like before you ask, try the part matcher.