Returns
In the event that a return is the result of an error of our company, or website - we will issue a full credit and call tag or return label for pickup of the parts to be returned to our facility. Within 365 days of receipt of your shipment, you may request to return any of the following items for a refund:
o Any item that has been unopened.
o Any item received with missing parts or components
o Any item that is defective or damaged
o Any other item in new condition with original packaging and accessories
o Freight must be prepaid to return destination; we will not accept COD shipments.
CUSTOMER RESPONSIBILITY
We will always strive to assist our customers with the right parts for the right job. However, online limitations in evaluating the match up between two products, such as the level of a 5th Wheel Hitch, matching the level of Pin Box conversion, is the sole responsibility of the customer. Before buying a system where a 5th Wheel Hitch is to match up with an existing pin box's replacement, it is the customer's sole responsibility to seek a professional evaluation prior to making a purchase of this type. We can only guarantee that each product sold matches the specific application. There is no way for our company, online, to be able to guess if the height of an existing pin box will match that of the height of a 5th wheel hitch without our specifically taking the measurements. It is the customer's responsibility to provide accurate measurements for which the customer is agreeing that we will wholly rely thereupon.
If the customer does not provide accurate measurements for such a system, this is not the fault of our company who ships out the correct products relied thereupon.
It is the customer's sole responsibility for the proper installation of any online products sold. Some products require professional installation by authorized experienced entities. Cequent does provide lists of installers who they represent to be authorized professionals. It is the customer's sole responsibility to locate and retain the services of such installation providers.
Return Procedure
A Return Authorization Number (RA) is required for any return. To request a Return Authorization Number you may call our Returns Dept at our Customer Service email address listed above (Mon-Fri) from 9am-5pm (PST). The Return Authorization Number will be sent to you within 24 hours.
Any package returned without a Return Authorization Number (RA) will not be accepted or credited.
Once you have received your Return Authorization Number - place this number clearly on two sides of the exterior of your box that you are returning to us (the RA number is used to reconcile the package that you are sending to us with your claim). Please indicate the reason for your return of the product inside the box with the part to be returned. Include the packing slip and wrap the package securely.
If you do not have your packing slip, please indicate the order number or the e-mail address and name of person who placed the order, along with the reason for your return on a separate piece of paper, and send the package the address below.
For your protection, we recommend that you use Insured United States Postal Service for shipment.
All return items must be securely packed and shipped to the address indicated in the Return Authorization. Include a printed copy of the RA that you received in response to your request.
Products that show clear evidence of use will not be accepted for refund.
Refunds And Restocking Fees
Please note: a 20% re-stocking fee will be applied to any return that is not an error of our company or website. We will refund to the original purchaser, less a 20% restocking fee, for most items if returned with the original box, packaging, all manuals and accessories within 14 days of receipt.
Proof of purchase is required for all refunds or exchanges and merchandise must be in new condition, including the original box, packaging, all manuals and accessories. The value of missing items and/or damaged items will be deducted from the credit amount of a return.
Shipping/Handling costs are not refundable unless the original order was an error by this company. It is the original purchaser’s responsibility to ensure that returns are adequately packaged, insured, and tracked. All shipping costs are the responsibility of you the customer. We will notify you via e-mail of your refund once we have received and processed the returned item. You can expect a refund within 14 business days of our receipt of the product in question. Refunds will be in the same form previously accepted for payment.
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