Cancelling or Modifying Before an Order has Shipped
You may cancel or modify your order anytime prior to shipment. However, if the order has already been processed a 5% merchant fee will be charged if you choose to cancel and paid using PayPal or a credit card. If you purchased using Affirm the fee can vary from 5-10%. This fee covers merchant fees that are charged to process and refund a credit card, PayPal account, or Affirm.
Canceling After an Order has been Shipped
If your order has already shipped but has not yet been received and you would like to cancel, then shipping is not refundable and you will be charged a 15% restocking fee. If it is currently in transit please contact us and we can try and have it returned to sender. If that is not possible, then we can send a return label for you to use once the order has been received.
Returns After an Order has been Received
Returns are only accepted within 30 days of receiving your order and the product(s) needs to be brand new and never installed. If you decide to return the item rather than have a free replacement sent out, there will still be a 15% re-stocking fee applied to the refund as well as shipping fees. Before returning the order please contact us at info@rwcarbon.com or give us a call at 714.328.4408. Any products returned without prior notification will be rejected. Once we are contacted we will issue a return label. Please keep all of the original boxes and packaging materials. The return shipping cost will be the responsibility of the customer and shipping there will be non-refundable. The amount to ship back to us will be deducted from the refund.
Please Note: If you choose to return parts and do not package them properly and they are damaged in return shipping, the customer is liable for the damage. FedEx does not pay claims out on parts that are damaged and have not been improperly packaged.
Return Deadline
After 30 days we can no longer accept a return. The 30-day period will begin once the package has been delivered.
Product Exchange
If you have purchased the incorrect product or have received the incorrect product please contact us within 7 days of receiving your order. If we shipped the incorrect product we will cover all costs and email you a pre-paid return label. If you have ordered the incorrect product then you will need to pay for the additional shipping costs. In either situation please keep the original box and all packaging materials. Please do not send any order back to us without first reaching out and getting a pre-paid return label from us. If at any time you wish to return the product for a refund the return policy above will apply.
Custom Orders
If you wish to cancel your custom order after the parts have already been ordered from our factory there is a 50% fee. Custom orders cannot be canceled simply because it is taking longer than expected to produce your custom parts.
Installation and Fitment Issues
If the product has been installed, the product is yours, unless there is a fitment issue. If there is a fitment issue please email us at info@rwcarbon.com with the issue and accompany it with pictures of the fitment problem. If pictures are not included then the return will be charged a 15% restocking fee. If the product is indeed defective a return label will be issued and a replacement will be sent out. Due to the aftermarket nature and the fact that our products are hand-built, slight variances may be present and small modifications may be required for installation. Test fitting our products before the initial installation is highly recommended. If you decide to return the item rather than have a free replacement sent out, there will still be a 15% re-stocking fee applied to the refund as well as shipping fees. RW Carbon backs all of our products with a fitment guarantee when they are properly installed by a professional body shop. If the item has been damaged or altered (cracked, bent, scratched, painted) the item is no longer applicable for a return.
***ALL PRODUCTS FROM RW CARBON MUST BE INSTALLED BY A PROFESSIONAL SHOP. ANY RETURN ASSOCIATED WITH A FITMENT ISSUE THAT WAS NOT INSTALLED BY A PROFESSIONAL IS SUBJECT TO THE 15% RESTOCKING FEE.
Shipping Damage
If you have received your product and it is damaged please email (info@rwcarbon.com) us immediately with pictures of the damaged product, the label, packaging materials and the box it was shipped out in. Do not install the product. Once it is installed we are unable to file a damage claim and can no longer replace the product. Once we receive your email we will send you a document outlining all the photos required to make a claim.
RW Carbon quality checks each part that leaves our facility. If the product is damaged it is due to shipping and a claim will need to be made with the shipping carrier. In this case, a new product will be sent out to you in exchange for the damaged one. If at this time you wish to return the product instead of getting a replacement, then there will also be a 15% restocking fee and shipping will not be refundable. All damages must be reported to RW Carbon within 7 days of accepting the package, with no exceptions.
Incorrect or Missing Products
If you have received an incorrect product please send us a picture of the product along with your Order Confirmation Number to info@rwcarbon.com. We will issue a return label immediately and once the package is dropped off at your local FedEx location we will send out the correct item. Please test fit and double-check that you have received the correct product before installing. Please note that if you wish to return the product for a refund rather than exchanging it for the correct item the terms and conditions of a return do apply. Once the product is installed we are unable to return it. If your order is missing an item, please reach out to us within 7 days of receiving your order. If you have any questions about your new RW parts please call us at 714.328.4408.
Lost Package in Transit
Once you have received your tracking number please keep an eye on the tracking number on a regular basis. During these times it is common for delays to happen. If a package is delayed more than a few business days please reach out to us immediately. If the transit information appears incorrect please contact us. The earlier we catch an error within FedEx, UPS, DHL, or USPS the better chance we have of correcting it. If the package has been delayed for more than 3 weeks, it is likely lost and we will need to file a claim with the shipping company before moving forward.
Package Holds, Returned to Senders and Signatures
Every order is shipped with a signature required unless otherwise noted. If there is no one to sign for the package there will be 3 tries for delivery. After the 3rd attempt, the package will be returned to us. If this happens we do have to charge for 2 additional shipping amounts. If you know you will not be home at the time of delivery please email us and we can have it held at a local FedEx location for pickup. FedEx will hold the package for 5 business days before returning it to us. Please note, that if we do ship the package without a signature required we are unable to file a claim or replace the order if there are issues with delivery or the package is lost after it is delivered.