Return and Refund Policy

Effective Date: May 5, 2026

1. Scope and Intent

This Return and Refund Policy applies to all purchases made through the ADT STORES LLC website, operating as SureLine Supply, located at surelinesupply.com.

2. Contact Information

For questions about returns and refunds, please contact our Customer Service team:

Email: support@surelinesupply.com
Phone: 833-700-4882

Address:
ADT STORES LLC (SureLine Supply)
1717 N Street NW, Suite 1
Washington, District of Columbia 20036
United States

Hours: Monday to Friday, 9:00 AM – 5:00 PM EST

3. Return Eligibility

Customers in the United States have the right to return products within 30 days of receipt, subject to the conditions below. We accept returns for both defective and non-defective products.

3.1 Conditions for Return

Non-Defective Returns (Change of Mind):

• Item must be new, unused, undamaged, and in original packaging
• All labels, tags, accessories, and manuals must be included

Defective or Damaged Returns:

• Items are accepted regardless of condition
• Photos or videos are required as proof

Proof of Purchase:
A receipt or order confirmation is required for all returns

4. Return Process

4.1 Initiating a Return

To start a return:

• Contact us at support@surelinesupply.com or call 833-700-4882 within 30 days of delivery
• Provide your order number and reason for return

Note: Change-of-mind returns are subject to a 20% restocking fee

Return Authorization:
If approved, we will provide return instructions and, if applicable, an RMA number

4.2 Preparing Your Return

• Securely package the item in original packaging. Note: Some suppliers may require products to be unopened for full refund on change of mind returns.
• Include all accessories, manuals, and documentation
• Include return authorization details

Return Label:
Customers must download, print, and pay for the return shipping label

4.3 Shipping the Return

• Method: By mail (USPS, UPS, or FedEx)
• Use a trackable shipping method
• Ship within 7 days of receiving return authorization

5. Return Shipping Costs and Fees

• Return Shipping: Customer is responsible
• Restocking Fee:
  • 20% for non-defective (change-of-mind) returns. Note: restocking fee may vary by product category. 
  • 0% for defective or damaged items

6. Specific Return and Refund Conditions

6.1 Change of Mind (Non-Defective Items)

Eligibility:

• Must be unused and in original packaging
• Return requested within 30 days

Refund:

• Issued to original payment method
• Subject to 20% restocking fee (may vary by product)
• Return shipping paid by customer

6.2 Defective or Damaged Goods

Notification:
Contact us within 7 days of delivery

Documentation:
Photos or videos required

Resolution:

• Full refund or replacement
• No restocking fee
• Return shipping covered by us (if applicable)

6.3 Incorrect Product Received

Notification:
Contact us within 7 days of delivery

Resolution:
We will arrange return and send the correct item at no additional cost

6.4 Product Not Received

Notification:
Contact us if your order has not arrived within 7 business days

Resolution:

• Carrier investigation initiated
• If confirmed lost, we will issue a full refund or replacement

6.5 Order Cancellation

Before Shipment:

• Full refund if canceled within 24 hours of order placement or before shipment

After Shipment:

• Must follow return process
• Restocking fee may apply

7. Refunds

7.1 Refund Conditions

• Refunds are issued after inspection of returned items
• You will be notified via email of approval or rejection
• Items must meet return eligibility criteria

7.2 Refund Processing

• Refunds are issued to the original payment method
• Processing time: 5–7 business days after item is received and inspected
• Additional delays may occur depending on your bank

7.3 Partial Refunds

Partial refunds may be granted if:

• Item is returned damaged or missing parts not due to our error
• Item is returned after the 30-day window

8. Exchanges

Eligibility:
We offer exchanges for:

• Defective items
• Damaged items
• Incorrect items

Process:
Contact us at support@surelinesupply.com to request an exchange

9. Timelines

• Return Window: 30 days from delivery
• Refund Processing: 5–7 business days after inspection
• Return Shipment Deadline: Within 7 days of approval

10. Legal Rights

This policy does not limit any rights you may have under applicable law.

11. Questions and Support

For assistance, contact:

Email: support@surelinesupply.com
Phone: 833-700-4882

SureLine Supply (ADT STORES LLC)

Business Hours:
Monday to Friday, 9:00 AM – 5:00 PM EST

Address:
1717 N Street NW, Suite 1
Washington, District of Columbia 20036
United States 

Note: By making a purchase on surelinesupply.com, you agree to this Return and Refund Policy.