Return & Refund Policy
Effective Date: December 1, 2025
1. Scope and Intent
This Return and Refund Policy applies to all purchases made through the Main Response website located at www.mainresponse.com (“Website”).
2. Contact Information
For questions about returns and refunds, please contact our Customer Service team:
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Email: support@mainresponse.com
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Phone: +1 (877) 461-5798
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Address: 9040 Raven Dr Louisville, NE 68037 United States
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Hours: Monday–Friday, 9:00 AM – 5:00 PM CST
3. Return Eligibility
Customers in the United States have the right to cancel their purchase and return the product within 30 days of receipt without providing any reason, subject to the conditions outlined below.
3.1 Conditions for Return
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Unused and Undamaged: The item must be unused, undamaged, and in the same condition that you received it.
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Original Packaging: The item must be in the original packaging, with all labels and tags attached.
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Proof of Purchase: A receipt or proof of purchase is required.
4. Return Process
4.1 Initiating a Return
To initiate a return:
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Contact Customer Service
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Email us at support@mainresponse.com or call +1 (877) 461-5798 within 30 days of receiving your order.
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Provide your order number and a brief explanation of the reason for the return.
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Return Authorization
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After reviewing your request, we will provide detailed return instructions and, if applicable, a Return Merchandise Authorization (RMA) number and a prepaid shipping label.
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4.2 Preparing Your Return
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Package the Item Safely:
Securely pack the item in its original packaging.
Ensure all accessories, manuals, and any free gifts are included. -
Include Documentation:
Include the return authorization form (if provided) and any supporting documents or images. -
Attach Shipping Label:
Print the prepaid return shipping label we send you and affix it to the outside of the package.
4.3 Shipping the Return
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Shipping Method:
Use a trackable carrier such as UPS, FedEx, or USPS Priority Mail. -
Return Window for Shipment:
Ship the package within 7 days of receiving the return authorization.
5. Return Shipping Costs
There is no cost to the customer for return shipping.
Return shipping is covered by Main Response for eligible returns.
6. Specific Return and Refund Conditions
6.1 Returns Due to Change of Mind
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Eligibility:
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Items must be unused, undamaged, and in original packaging.
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Return request must be made within 30 days of receipt.
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Refund:
A refund will be issued to the original payment method, minus a 25% restocking fee.
6.2 Defective or Damaged Goods
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Notification:
Contact us within 48 hours of receiving the item if it arrives damaged or defective. -
Documentation:
Provide photos or videos clearly showing the defect or damage, along with your order number. -
Resolution:
We will offer either a replacement or a full refund, including return shipping costs.
6.3 Incorrect Product Received
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Notification:
Inform us as soon as possible upon receipt if you receive the wrong item. -
Resolution:
We will arrange for the incorrect item to be returned at our expense and ensure the correct product is shipped to you.
6.4 Product Never Arrived
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Notification:
Contact us if your product does not arrive within the estimated delivery time listed in your shipping confirmation. -
Resolution:
We will open an investigation with the carrier.
If the product is confirmed lost, we will provide a full refund or send a replacement product, according to your preference.
6.5 Order Cancellation
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Before Shipment:
You may cancel your order for a full refund if it has not yet shipped. -
After Shipment:
If the order has already shipped, please follow the standard return procedure after receiving the product.
7. Exceptions to the Return Policy
The following items are non-returnable and non-refundable:
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Custom or Personalized Products: Items made to your specifications or clearly personalized.
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Perishable Goods: Such as food, flowers, newspapers, or magazines.
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Intimate or Sanitary Goods: Including underwear, swimwear, and personal care items, unless unopened and unused.
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Gift Cards and Downloadable Software Products.
8. Refunds
8.1 Refund Conditions
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Approval:
Refunds are issued after we receive and inspect the returned item. -
Notification:
We will notify you via email whether your refund has been approved or denied. -
Condition:
Items must meet the return eligibility criteria in Section 3.
8.2 Refund Processing
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Method:
Refunds are processed to the original payment method used at the time of purchase. -
Time Frame:
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We aim to process the refund within 7 business days after receiving and inspecting your return.
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Depending on your bank or card issuer, it may take an additional 5–10 business days for the refund to appear in your account.
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8.3 Partial Refunds
Partial refunds may be granted in situations such as:
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Items not in their original condition, damaged, or missing parts for reasons not due to our error.
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Items returned more than 30 days after delivery, if accepted at our discretion.
9. Exchanges
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Eligibility:
We replace items if they are defective, damaged, or incorrect. -
Process:
To request an exchange, contact us at support@mainresponse.com with your order number and details. -
Shipping Costs:
There is no cost to the customer for exchanges. Return and replacement shipping are covered by Main Response for approved cases.
10. Timelines (Summary)
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Return Window:
Returns must be initiated within 30 days of receiving the product. -
Return Shipment:
Once authorized, the item must be shipped back within 7 days. -
Refund Processing:
Refunds are processed within 7 business days after we receive and inspect your return. -
Refund Posting:
Your bank or card issuer may take an additional 5–10 business days to post the refund.
11. Legal Rights
This Return and Refund Policy does not affect any statutory rights you may have under applicable law.
12. Questions and Support
For more information or assistance with returns and refunds, please contact our Customer Service team:
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Email: support@mainresponse.com
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Phone: +1 (877) 461-5798
By making a purchase on www.mainresponse.com, you agree to this Return and Refund Policy.
Main Response
Business Hours: Monday–Friday, 9:00 AM – 5:00 PM CST
Email: support@mainresponse.com
Phone: +1 (877) 461-5798
Address: 9040 Raven Dr Louisville, NE 68037 United States
Website: www.mainresponse.com