Refund policy

30-Day Satisfaction Guarantee

If an item doesn't meet your expectations, you can return it within 30 days of purchase for a full refund of the original purchase price. There are no restocking fees on returns received in like-new condition. Commercial equipment and some parts have their own rules, listed below.

Condition of Returns

Returned items are inspected when they arrive. To receive a full refund, a vacuum or product must be in like-new condition: clean, complete, and free of damage, wear or noticeable odors. We photograph or video the condition of every return and will send you copies.

  • Items not in like-new condition are evaluated individually and may have a reconditioning fee or the cost of missing or broken parts deducted, up to 50% of the original purchase price.
  • Items shipped back without the original packaging, manuals, packing materials and coverings may be refused or have up to 30% deducted, because they are far more likely to be damaged in transit.
  • Machines used commercially, used in a way they weren't designed for, or used to clean areas with fleas, bed bugs or other pests, or bodily fluids, cannot be refunded.

Vacuums Bought in Our Store

Vacuums purchased in our store can be returned within 30 days. The original box isn't required for in-store purchases, but the machine must be in like-new condition.

Parts & Accessories

  • Parts and accessories must be unused and uninstalled, in their original packaging, with the manufacturer's part number and description undamaged and legible. Please include your receipt or order number.
  • Electrical parts, including motors, switches, circuit boards, harnesses, cords and anything that supplies power to the machine, are not refundable. They can be damaged by incorrect installation, incompatible wiring or improper grounding.
  • Wear items, including hoses, wheels, belts, brushrolls and any part that dirt travels through, may be returned at our discretion for a partial refund or store credit.

Commercial Equipment

Commercial equipment, including commercial vacuums, cleaning machines and cases of cleaning solution, is not eligible for the 30-day return. Unused commercial equipment may be returned within 72 hours of purchase for store credit only, after inspection. Commercial equipment that has been used commercially will not be refunded or credited.

How to Return an Online or Phone Order

  1. Contact us within 30 days of purchase at 407-843-8343 (call or text) or sales@irbyandstutchman.com. We'll confirm the return qualifies and issue a return authorization number (RA#).
  2. Pack the item in its original packaging with all manuals, accessories and packing materials. Write the RA# on a sheet of paper and tape it to the outside of the box.
  3. Ship it to: Irby & Stutchman Vacuums, 2804 Edgewater Dr., Orlando, FL 32804. Returns should arrive within 14 days of the date we issue your RA#. 

Return Shipping

You're responsible for return shipping. You can buy your own label, or ask us for one when you request your RA#; the cost of a label we provide is deducted from your refund. We strongly recommend insured, trackable shipping, because items lost or damaged on the way back to us are your responsibility. Labels we provide include insurance for the original purchase amount.

If your original order shipped free, or was delivered locally at no charge, the actual shipping or delivery cost we paid is deducted from your refund. Shipping charges you paid on the original order are refunded.

Refunds

We'll email you when your return arrives and again once it's inspected. Approved refunds are issued to your original payment method within 3–5 business days of inspection. Your bank or card company may take a few more days to post the credit. If you haven't seen it after that, email sales@irbyandstutchman.com.

Damaged or Defective Items

If an item arrives damaged or defective, contact us within 48 hours of delivery with photos. We'll arrange a replacement or repair at no cost to you. After that, defects are handled under the manufacturer's warranty, and we are an authorized warranty service center for most brands we sell.

Exchanges

Want a different model instead? Contact us within 30 days. We'll process the return under this policy and help you choose the right replacement.

Gifts

If the item was marked as a gift and shipped directly to you, you'll receive store credit for the value of your return. Otherwise, the refund goes to the original purchaser.

90-Day Price Assurance

If, within 90 days of your purchase from Irby & Stutchman Vacuums, the manufacturer puts your exact product on sale, or a verifiable Authorized Dealer offers it at a lower price, we'll refund the difference.

What Qualifies

  • The exact same product: identical model/SKU, color and finish, new and in its original box.
  • The lower price must come directly from the manufacturer, or from a dealer we can verify is an Authorized Dealer for that brand.
  • Your claim must be made within 90 days of your original purchase date.

Bundled or Gift-With-Purchase Offers

Some competing offers include a free accessory, gift or bonus item instead of a straight price cut. We'll assign the bonus item its regular retail value and treat it as lowering the effective price of that offer by that amount. Your refund is the difference between what you paid us and that effective price. We refund the price difference only, never the bonus item itself, and only if the effective price is lower than what you paid.

Example: You bought a vacuum from us for $100 less than the price posted elsewhere. Within 90 days, an Authorized Dealer offers the same vacuum at its regular price plus a free accessory worth $150. That offer is valued at $150 below regular price. Since you already received $100 off, you'd receive an additional $50 refund, not the $150 accessory.

What Doesn't Qualify

  • Clearance, closeout, open-box or refurbished pricing, ours or the competitor's.
  • Purchases made from us as part of a bundle, kit or gift set.
  • A different color, finish or variant of the product.
  • Discontinued items.
  • Unauthorized or unverified third-party and marketplace sellers.

How to Claim

  1. Contact us within 90 days of your purchase.
  2. Send a link to the current offer and a screenshot showing the price (and the value of any bundled item), the seller and the date.
  3. We'll verify the seller is an Authorized Dealer, confirm it's the identical product, and calculate any refund.
  4. Once verified, you choose a refund to your original payment method or store credit.

We reserve the right to verify any claim, assign fair market value to bundled or promotional items, and modify or discontinue this program at any time.

Questions? Call or text 407-843-8343, email sales@irbyandstutchman.com, or visit our Contact page.