Refund and Returns Policy

Effective Date: December 10, 2024

At TeroCarFix, customer satisfaction is our top priority. We understand that sometimes things may not go as planned, and if you are not fully satisfied with your purchase, we are here to help. This Refund and Returns Policy outlines the process for returning products, requesting refunds, and addressing any issues you may encounter with your purchase.

1. Returns

Eligibility:
We accept returns within 30 days from the date of delivery. If you are not satisfied with your order, you can return the items for a full refund or exchange, provided the return meets the conditions outlined below.

Condition:
To be eligible for a return, the item must meet the following conditions:

  • Unused: The product must be in its original, unused condition.
  • Undamaged: The item must not show signs of wear, damage, or alteration.
  • Original Packaging: The item must be returned in its original packaging, including any labels, tags, or protective materials that were included with the product.

Exclusions:
Some products are not eligible for return or refund, including:

  • Clearance Items: Items purchased at a discounted price marked as final sale.
  • Gift Cards: Gift cards are non-returnable and non-refundable.
  • Personalized Items: Customized or personalized items are not eligible for return or refund, unless the product is damaged or defective upon arrival.

2. Refunds

Once we receive your returned item and confirm that it meets the return conditions, we will process the refund to your original payment method. Please note the following:

  • Processing Time: Refunds may take 5-10 business days to appear on your payment statement, depending on your bank or payment provider’s processing time.
  • Partial Refunds: In certain cases, we reserve the right to issue a partial refund if the returned product is damaged, used, or not in its original condition.
  • Shipping Fees: Shipping costs are non-refundable, unless the return is a result of an error on our part (e.g., incorrect or defective items).

3. Return Process

To initiate a return, please follow these steps:

  1. Contact Us: Reach out to our customer support team via email at contact@terocarfix.com or call us at (865) 940-1380. Provide your order number and details about the product you wish to return.
  2. Return Authorization: Our team will review your return request and provide you with a return authorization and, if applicable, a return shipping label.
  3. Return Shipment: Pack the item securely in the original packaging, including any accessories, manuals, or documentation that came with it. Affix the return shipping label to the package and send it back to us.
  4. Return Confirmation: Once we receive your returned item, we will notify you via email and begin processing your refund.

Please note that you will be responsible for the return shipping costs, unless the return is due to an error on our part (e.g., if we sent you the wrong item or if it was damaged upon arrival).

4. Damaged or Defective Items

If you receive a damaged or defective item, we apologize for the inconvenience. Please contact us immediately to resolve the issue. We will offer the following options:

  • A full refund for the damaged or defective product.
  • A replacement item, if available, at no additional charge.

To initiate a return for a damaged or defective item, please contact our customer support team as soon as possible with the following details:

  • Order number.
  • Description of the damage or defect.
  • Photos of the item, if possible, to assist with the resolution process.

We will work with you to resolve the issue promptly.

5. Shipping Charges

Return Shipping Costs:
Customers are generally responsible for the return shipping costs. However, if the return is due to an error on our part (e.g., incorrect or defective items), we will provide a prepaid return shipping label and cover the return shipping expenses.

Original Shipping Fees:
Shipping charges paid at the time of purchase are non-refundable, unless the return is a result of an error on our part.

6. Exchanges

Currently, we do not offer direct product exchanges. If you wish to exchange an item for a different size, color, or product, we recommend returning the original item for a refund and placing a new order for the desired item.

7. International Returns

If you are returning an item from outside the United States, please be aware of the following:

  • Return Shipping Costs: International return shipping costs are the responsibility of the customer.
  • Customs and Duties: Any customs fees, duties, or taxes associated with the return shipment are the responsibility of the customer. Please check with your local customs office for further details.

8. Exceptions

We reserve the right to refuse any returns or issue partial refunds in cases where the item does not meet the above return conditions (e.g., damaged by misuse or not in original packaging). Additionally, returns that are not initiated within 30 days of delivery will not be eligible for a refund.

9. Contact Information

For any questions or concerns regarding our Refund and Returns Policy, or if you need assistance with a return or refund, please feel free to contact our customer support team. We are here to help!

We appreciate your business and will do our best to ensure a smooth and satisfactory return or refund experience. Thank you for shopping with TeroCarFix!