How do I make a return or exchange?
Please login to the “My Account” page and use the “Requst a Return” link next to the order number that’s associated with the product(s) you would like to return or exchange. We will issue you an RMA number within 24-48 hours.
What is our return policy?
Returns are accepted only with an RMA number. To request an return, please contact firstname.lastname@example.org
Please be advised that any free shipping promotions used on the original order will be forfeited if the order is returned and the original shipping costs (paid or unpaid) will also be deducted from the refundable amount. Due to the high volume of incoming and outgoing packages each day, if the provided RMA number is not clearly marked on the outside of the box it may be refused. Please allow 2-3 business days for your RMA request to be reviewed. We are not responsible for return postage unless the return is required due to our mistake, in which case we will send a pre-paid shipping label.
Due to the nature of our products, Retrofit Wholesale does not accept returns on custom parts (lens etching, retrofit services, etc.), un-sealed HID bulbs, or any items that have been installed, used, or damaged the customer. Our standard restocking fee structure is outlined below. Please refer to our exchange and refund policies immediately below for important timelines.
- Perfect condition. (Unopened & like-new) = 90% refund or 100% store credit.
- Re-conditionable. (Packaging opened or damaged) = 80% refund or 90% store credit.
What is our exchange policy?
Parts may be exchanged if they are in like-new condition with their original unopened packaging for credit towards anything else in-stock. Exchanges must be made within 30 days of the original purchase date. For example, you ordered projector “X” but changed your mind and now want to use projector “Y”. If your returned part(s) cannot be restocked as “new” we reserve to right to deny the exchange or apply only a partial credit towards your new items (no more than 20% reduction in value.) If you need to make a rushed exchange, you can order the new part first and then return the original for a refund without being subject to any restocking fees on the “exchanged” item. The RMA number for this process is provided in such case and must be requested from our support team. Please allow 2 business days for your RMA request to be reviewed.
What is our refund policy?
If you return an item for a refund, it must first meet the criteria stated in our above returns policy. All returns must be received at Retrofit Wholsae within 30days from their original purchase date. All refunds must be issued back to the original payment source. After 30 days from the original purchase date, we can submit refunds only by store credit. If an order is placed using store credit; and that order requires a refund, the store credit will be re-applied to your account. This policy shall apply to any product purchases or deposits.
How are shipping costs handled on returns/exchanges?
The customer is responsible for shipping costs to and from our shop. However, if the exchange is necessary because of our mistake, we will cover all shipping charges involved. Free shipping coupons are not valid on any exchange. If you used a free shipping promotion on your original order and returned that order for a refund or exchange; that promotion is then forfeited and the actual shipping costs will be deducted from the refund/store credit granted.
How can I cancel or change my order before it ships?
We urge all customers to double check the details of their order before it’s submitted. Due to the high volume of orders that ship each day, there is a only a 60 minute window from the time your order is submitted until the time we subment the order for fulfilment at our suppliers warehouse for picking and shipping. Once your order status is “Completed” – it can no longer be changed or cancelled. Please beware that due to the short window of time between submission and processing, we can only guarantee cancellation requests if they are submitted immediately after the order is placed. Once an order has left the building, shipping costs are non-refundable. Special Orders cannot be cancelled; they are placed based your commitment to the purchase.
To cancel or change an order, please fill out the form below