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Refund Policy
100% Satisfaction Guarantee
if you're not 100% satisfied with your purchase, pricing or service, simply return the new, unused product(s) to us within 30 calendar days of the original invoice purchase date for an exchange or refund for the full amount of the merchandise, less shipping costs both ways and any applicable sales tax charged on shipping.
A full purchase price refund will be applied back to the credit card used to make the purchase once our warehouse receives the part and verifies it has not been installed, used and has not been damaged. Warranty items can be returned for replacement of defective products within 90-days from the date received by the original purchaser or installer. There will be a 6% restocking fee on all returned items. See Warranty Policy for details.
Return Procedure
For returns and exchanges, please complete the following:
Core-Part Return, please also complete the following:
Some of the following conditions may cause merchandise to be rejected by the manufacturer: broken or dented parts; stripped threads or ports; mounts or housings that are damaged, cracked or unusable; extensive rust or corrosion; missing, unoriginal or disassembled parts.
Non-Returnable Products
The following items cannot be returned: CD ROMs, snow chains, service manuals, special-ordered items, closeout or clearance items and custom-made or custom-painted items. Auto body parts cannot be returned for any reason. Tires and wheels that have been mounted or installed on a vehicle and electrical parts are not returnable. If plugged in or unsealed for any reason, opened electrical items such as computers, chips, programmers, wiring kits, etc., are not returnable. Lastly, custom-made floor mats, dash covers, seat covers, car covers, items that have been monogrammed, performance products used for off-road racing or other sporting activities, parts that have been modified or used in a way other than the manufacturer's original intent, or parts damaged as the result of an accident or failure of another item may not be returned.
Previously Installed Products
Products that have been installed, modified or have missing parts cannot be returned as we are not responsible for installation errors. Look for warranty and guarantee information in the original product box. We are not responsible for labor, towing, and additional repair or car rental expenses caused by using wrong or defective parts during installation.
Return Conditions
Authorized returns must: be in the complete original packaging with the UPC still intact and be in new, original cosmetic clean condition. They must include all components and cannot be disassembled or damaged due to incorrect installation. All returns must be packaged properly and shipped according to the Return Merchandise Authorization (RMA) instructions below; we are not responsible for damaged returns resulting from improper packaging. Returns with missing components will not be credited. We accept no responsibility for loss or damage in return transit and reserve the right to deny a refund or exchange for any item not meeting the above criteria.
All return merchandise shipping charges shall be prepaid by the customer. All shipping or freight charges both ways are the full responsibility of the customer and are not refundable. We highly recommend that you return your merchandise with a shipping company that provides insurance and a tracking number in case of loss or damage. If you ship with USPS, we suggest using Express Mail or flat rate priority mail with tracking for acceptable tracking methods.
The vast majority of products available are returnable without any restocking fee. Certain products require a 15% restocking fee on returns that are not the direct result of our error. Tires and wheels are excluded from the restocking fee; however, if you purchased a tire and wheel package that we pre-mounted for you, there will be an $80 dismounting charge. Tires and wheels may not be returned if they have been mounted on vehicle, if lug nuts have been installed or if they sustained any physical or cosmetic damage. Exchanges, credits or refunds will be made after our return center receives and inspects the merchandise. Refunds will be made to the original credit card that was charged, less any applicable shipping charges, restocking fees or taxes. Merchandise and Core-Parts return requests must be made within 30 calendar days of the original invoice purchase date.
In-Store Returns
Items purchased from Motorhead.com cannot be returned to a physical store location or to a Direct Installer that provided the installation. Direct Installers are independent contractors that are approved to perform service and installations for our customers and are not responsible for parts warranty or returns. Motorhead.com does not honor any returns or warranty for items that were purchased or installed at Direct Installers.
Shipping Claims
All shipments should be inspected at the time of delivery. Damaged packages should be refused immediately or you must make a claim within the first 24 hours of delivery. (Claims cannot be filed 24 hours after delivery.)
After contacting the carrier, please call our Customer Service at 1-888-922-7727 for further assistance.
Backorders
In-stock items are usually shipped immediately, and backordered items are shipped out as they become available. If all the items in your order are backordered, most will ship as they become available which may result in multiple shipments for a single order. Customers in the continental U.S. will be charged for in-stock items when they are ordered. Backordered items, plus any applicable taxes and fees, will not be charged to your credit card until they are shipped.
Return Refunds
Refunds for returns or core deposits normally process and credit within 7 days from the date we receive your return at the warehouse. Once we receive the return item or core, we forward it to the manufacturer for approval. Once the return has been approved and processed, the refund will be credited to the credit card or PayPal account used for your purchase. You will receive a "credit approved" email the day your refund credit has been issued, however, your bank may take from 4 - 7 business days to post the credit to your account or credit card. If you do not receive a credit after 30 days from the date we received your return, please contact our returns department and we will respond to you immediately. A $25.00 "administrative fee" is charged for processing all credit card or payment charge backs made by the customer prior to the time limit and guidelines of our return policy.
If you return multiple items at the same time, it is possible you may receive a refund for only one item at a time due to the following reasons:
Core Deposits
Some parts require a core deposit price that is listed together with the part price. This is because certain types of auto parts such as alternators, starters, air conditioning compressors and brake master cylinders can be reconditioned, recycled or remanufactured to OEM standards for future sale and use. The components of these parts are to be returned because they can be remanufactured. They have a core deposit which is then refunded when buyers return their old part also known as the "core." Send us your old part and the core deposit will be refunded to you. Core-Part return shipping charges are the full responsibility of the customer and are not refundable.
Core-Part Deposit Refunds
After we have received your Core-Part return and upon approved clearance by the manufacturer, we will refund the Core-Part deposit, usually within 30 calendar days. Customers will be notified in the event of a refused or reduced credit by the manufacturer. The Core-Part must be returned within 30 calendar days of the original invoice purchase date to be eligible for the Core-Part deposit refund.
Return Merchandise Authorization (RMA)
In order to make a return or exchange you must submit a Return Merchandise Authorization (RMA) request; we automatically send you the RMA number and instructions within 2-3 business days after you request it. If you have not received the RMA number with instructions by the third day, contact Customer Service at 1-800-5555555, so we can help expedite the RMA process.
You may receive multiple RMA) numbers because:
We must receive the item within 14-days from the time you receive your RMA number for a refund or exchange credit replacement product to be sent.
Returns without an RMA Number
If you return a product without the Return Merchandise Authorization (RMA) number or without writing it on the outside of the shipping box(es), your return will not be accepted and your refund will be jeopardized. If we cannot locate your return or if you cannot provide a valid return tracking number, credit will not be issued.
Refusing Order Delivery
If you refuse your order for any reason other than damage, a 20% restocking fee will be deducted from your refund. To ensure you receive proper credit, we must be informed of all refusals within 24 hours. If you do not contact us within 24 hours to inform us you refused your order, your refund could take up to 6 weeks to process.
Free Ground Shipping
Motorhead.com offers FREE Regular Ground Shipping on some products that are clearly labeled with the FREE SHIPPING logo and text ONLY! Most orders are shipped within 24 - 48 hours of your order confirmation. Shipping times will vary depending on the size of the package and the delivery location. Small and medium-sized packages generally are delivered within 2 - 7 business days from the date of shipment, within the continental United States. Orders containing oversize items such as, bumpers, doors, hoods or other large parts that require Truck Freight Shipments may still qualify for free shipping, however, these items require special handling and delivery times usually range from 2 - 9 business days. (See Truck Freight information below.) While we are happy to offer products to customers located in Alaska, Hawaii, Puerto Rico and other areas outside the continental United States, a shipping charge will apply and delivery times will be longer.
Next Day and 2-Day Shipping
Next-Day and 2-Day shipping are available for most small and medium-sized packages for additional charges. All orders must be received before 1:00 PM Eastern Time (10:00 AM Pacific Time) Mondays to Fridays for Next-Day and 2-Day delivery. Airfreight carriers reserve the right to extend delivery time by 24 hours when delivering to residential addresses, which is beyond our control. Airfreight charges will NOT be refunded. There are no Next-Day or 2-Day deliveries on Saturdays, Sundays and Holidays. When placing your order for Next-Day and 2-Day delivery on a weekend or a holiday, the shipping cycle for these orders will begin on the next available business day.
Truck Freight Shipping
Truck Freight shipping applies to orders consisting of large parts or items that require special handling due to their size, shape, weight or packaging and require to be sent by Truck Freight delivery. Orders usually are processed for shipment within 24 - 48 hours from confirmation of your order. Delivery may take 2 - 7 business days from their date of shipment (excluding weekends and holidays), within the continental United States. The Truck Freight carrier representative will call you to schedule a convenient time to deliver your item(s). Someone may be required to be present to sign for the delivery with required ID verification, and the signor must be 18 years of age.
Truck Freight orders will be delivered on trailer truck type vehicle and require a reasonable delivery access area for the driver to safely maneuver the vehicle. The driver is only required to deliver your order to the curbside. Inside delivery is not available and it may be necessary for someone to assist the delivery driver to safely unload your order if a lift gate is not available or requested. If you cannot provide proper delivery access or assistance, you can request to pick up your order at the freight company's loading dock at no additional charge.
Shipping Charges
We offer several convenient shipping options. To see all available shipping options and rates, simply add the items you want to purchase to your cart and proceed through checkout. All shipping options and their charges will be available at checkout before you place the order. Shipping and handling charges are calculated based on shipping service, dimension, weight and the destination of the merchandise. We are not responsible for shipping delays that may occur due to adverse weather conditions, train derailment, incorrect routing by the shipping carrier, incorrect deliveries or other delays beyond our control.
Order Tracking
It usually it takes 24-48hours for the shipping carrier to update the tracking information after your item(s) was shipped. If the shipping carrier has not updated your tracking information in that time, please contact us to verify the shipping address that we have on file and we will communicate this information to the shipping carrier. You can "Track Order" online in "Your Account", or contact our Customer Service in order to help you with your order
Multiple Deliveries
Your ordered item(s) will be shipped to you directly from the manufacturer(s) or from one or more of our multiple warehouse distribution centers located across the U.S. closest to your delivery address. If you order multiple items and received only some of them, there may be cases where we have to ship the items from multiple locations that will cause multiple deliveries. Some products are custom-made and will require additional manufacturing time. We make every effort to ship all products in a single shipment, however, if for any reason we cannot ship your ordered items together, we will ship the items that are available and credit your account accordingly.
Delivery Risk of Loss
All items purchased from our website are made pursuant to our shipping terms, which are F.O.B. shipping point. This means that risk of loss and title of any item is passed to you at the shipping point, which is when the carrier accepts the goods for transport. We are not responsible for losses as a result of packages being left in your absence. It is your responsibility to have someone present at time of delivery. You can track your order online in "Your Account" or contact us to obtain a tracking number to find out when your delivery is scheduled. If your package is left by the shipper unsigned or signed fraudulently and is lost, you will not be reimbursed. However, we will assist you in filing a lost or damage claim with the shipper, but the decision for the claim is based solely on their information, findings and policy.
Before filing a claim, consider checking around your property for packages that may have been placed out of sight and check with your neighbors to see if your package was accidentally delivered to their address. If you still cannot locate the package, you will need to call the shipper to notify the driver who will return to your address within 24 hours. If the driver cannot locate the package, a claim will be made with the shipper and can take roughly 30 days to settle. We are not responsible for replacing any lost orders based on your claim processing. All replacement items will need to be reordered and paid, until your claim is settled.
Cancellation Policy
If you are unsure about placing an order for ANY reason, please contact our Customer Service for assistance before placing your order. We cannot stop an order once it has been placed. All orders are processed immediately after the order is confirmed, so the time to cancel is limited. All orders must be canceled BEFORE you receive the email Invoice Payment Confirmation and cannot be canceled after payment has been confirmed. All orders placed on Fridays after 5:00 PM to Mondays 9:00 PM Eastern Time (2:00 PM Pacific Time) cannot be canceled, because they are processed over the weekend for shipment.
Shipping Damage
Prior to signing for your order upon delivery, inspect all packages thoroughly for any signs of damage. If you feel there is any substantial damage that could affect your item, please refuse the shipment and, do NOT sign the delivery receipt or accept the package. Have the shipper immediately return it to sender. Once the order is refused, please promptly contact our Customer Service within 24 hours to inform us of your order refusal, so we can assist with the claim and process a replacement order.
If the shipper has left a damaged package in your absence or if you later find that there is missing, damaged or incorrect parts "concealed damage," immediately contact the shipper and have the package returned to the sender. Then promptly contact our Customer Service within 24 hours to inform us of your order refusal, so we can assist with the claim and process a replacement order.
We take every precaution to prevent shipping damage, however, we are not responsible for missing, damaged or incorrect parts after 30 calendar days of the original invoice purchase date, regardless of the party at fault. We are also not responsible for lost or stolen packages and all claims for such must be processed through the shipping company.
Refusing Order Delivery
If you refuse your order for any reason other than damage, a 20% restocking fee will be deducted from your refund. To ensure you receive proper credit, we must be informed of all refusals within 24 hours. If you do not contact us within 24 hours to inform us you refused your order, your refund could take up to 6 weeks to process.
Shipping Hazardous and Restricted Materials
Federal and state regulations prohibit the transport and/or sale of certain materials. Some products on our site will have limited shipping options. These products include, but are not limited to: batteries, motor oil and various chemicals and fluids. Check individual product pages for details on shipping options available for that product
Alaska, Hawaii, Puerto Rico and other U.S. Territories
We ship orders to Alaska, Hawaii, Puerto Rico and other U.S. Territories in most cases; however, these orders are not eligible for free shipping. Products that cannot be shipped to these U.S. Territories will be indicated in the shopping cart. Please be advised that some products only ship to these U.S. Territories by overnight or second-day air shipping.
For these U.S. Territories orders simply proceed through the checkout process as usual and orders will show your shipping cost at checkout, when available. If you do not see the shipping rate in the checkout, we will contact you within 1 - 2 business days after submitting your order to confirm you order and provide you with the shipping costs. We will not process your order until we receive your email approving the shipping costs. If you would like to determine the shipping costs before placing your order, please contact our Customer Service with the items you want to order and the exact address to which they will be shipped.
