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Returning Product

Suterra offers recycling and credit options for returning used and unused product at the end of the season.

Unused Product

(Excess Channel Inventory)

Returns will be inspected by Suterra and determined to be in “new” condition via a quality inspection prior to credit approval.

Freight and shipping must be arranged and paid for by the distribution partner.

Eligible products may be returned to Suterra for credit from April 1st - September 30th

Submit Return Request

Process for Return

Please follow the below steps to return eligible products.

  1. Request return: Complete the Excess Channel Inventory (ECI) Request form
  2. Print and attach Return Material Authorization (RMA) form to return: Suterra will email RMA form for you to print and include in the return (either packaged in the box or attached visibly and securely to the pallet). Items received without an RMA may not be eligible for credit.
  3. Package and return the product: Freight and shipping must be arranged and paid for by the distribution partner. All products must be packaged, labeled, and shipped in accordance with all Federal and State regulations governing the transport of hazardous materials.
  4. Share tracking w/ Suterra: Email CustomerReturns@suterra.com with the tracking information:
    1. Carrier (UPS, FedEx, Reddaway, Oak Harbor, etc.)
    2. Tracking / PRO #

Terms and Conditions

All applicable discounts, commission payments, and a 5-7% restocking fee, are subject to the following Terms and Conditions. Returns will be inspected by Suterra and determined to be in “new” condition via a quality inspection prior to credit approval. A reasonable guideline for returns would be that distributors should feel
comfortable re-selling products in the returned condition. Other general guidelines for “new” conditions are listed below but are not limited to:

  • Freight and shipment must be arranged and paid for by the distributor partner.
  • Items purchased before January 1st, 2024 are not eligible for credit. Product must have been purchased within the same calendar year as the return request.
  • New Puffers® should not be mixed with used Puffers®. Please reference the Optional Puffer® Recycling Program for details on recycling used Puffers®.
  • Products exposed to non-warehouse conditions, including excessive dust, dirt, debris, sun, or water damage, will not be eligible for credit.
  • Writing, markings, or labels not applied by Suterra may result in rejections.
  • Bottles and buckets must be unopened, with the seal and original label fully intact.
  • Puffer® hooks are not eligible for credit or return and should be reused the following season.