RIVAL 4X4 USA RETURNS POLICY
ALL returns need RMA approval via email sales@rivalpsusa.com
PRODUCTS DAMAGED BY FREIGHT CARRIERCARRIER
§ When the Freight Carrier (UPS, FedEx, USPS, LTL) causes damage to the package that is visible upon delivery, Rival will work with you directly to make it right. Since Rival has a limited amount of time to file a claim with our carrier, it’s imperative that you reach out to Rival’s customer service within 7 days of the package being delivered. The delivery date is defined by the date shown on the tracking history provided by the carrier. Please do not reject the package. Rival reserves the right to first resolve the issue by shipping replacement spare parts if possible before starting a return or replacing whole items.
If you see damage > before opening:
1. Email sales@rivalpsusa.com requesting a return authorization (RMA).
· Provide the Order Number and a description of the issue.
· Provide pictures showing any damage to the outside of the box before opening.
· Provide pictures showing any damage to the product while/after opening. The more the better!!
· Provide a picture of the freight label including the tracking number (UPS/FedEx/USPS).
· Provide a picture of the SKU/part number label including the manufacture date.
2. If we determine that the product needs to be returned/replaced, we will email you an RMA (Return Merchandise Authorization) number to process your return with instructions. Do not return any products without prior approval as they will be rejected and no credit or refund will be received. The RMA # must included on the label (DO NOT WRITE ON THE BOX).
· The item must NOT BE FITTED.
· The return must be packaged so that the product is not damaged further during the return travel. All parts must be wrapped and repackaged so that no further dents/scratches occur from metal rubbing or loose parts. Excess damage from failure to repackage products appropriately may result in partial/whole credit or refund denial.
3. Once the item is received, it will be inspected and a replacement will be sent out, or a credit or refund will be issued.
DAMAGED/MISSING PARTS
§ When the product arrives to the end customer with damage, or missing parts from inside the box that is not obvious by looking at the outside of the package, Rival will work with you to make it right.
§ The item must NOT BE FITTED.
§ Replacement parts or a new product will be sent if needed. If the issue can be fixed with replacement parts, they will be sent as the first option before full replacement is processed. If replacement parts do not resolve the issue, we will send a new product. You will be provided a shipping label to return the damaged item for replacement.
§ Replacement parts or full replacement of the item will be shipped via ground freight free of charge. If faster shipping is requested, this will be done at the customer’s expense.
If you have a product that has damage or missing parts, when the outside carton is not damaged:
1. Email sales@rivalpsusa.com requesting a return authorization.
· Provide the Order Number and a description of the issue/or the missing parts.
· Provide pictures of ALL DAMAGE (scratches, dents, how the items were packed etc.). The more the better!!
· A picture of the freight label including the tracking number (UPS/FedEx/USPS).
· Provide a picture of the SKU/part number label including the manufacture date.
2. If we determine that the product needs to be returned/replaced, we will email you an RMA (Return Merchandise Authorization) number to process your return with instructions. Do not return any products without prior approval as they will be rejected. The RMA # must be visible on the outside of the box or on the label with the returned item.
3. The item must NOT BE FITTED.
· The return must be packaged so that the product is not damaged further during the return travel. All parts must be wrapped and repackaged so that no further dents/scratches occur from metal rubbing or loose parts. Excess damage from failure to repackage products appropriately may result in partial/whole credit or refund denial.
· All parts including manuals/fitting kits etc. must be packaged and returned.
INCORRECT PRODUCT SENT/MANUFACTURE DEFECT
§ Sometimes mistakes happen. If you have been shipped the incorrect product or there is a defect with the product you received, we will incur all expenses to make it right.
§ We will work with you as quickly as possible to resolve any issues with the products you received.
§ Replacement parts or a new product will be sent if needed. If the issue can be fixed with replacement parts, they will be sent as the first option before full replacement is processed. If replacement parts do not resolve the issue, we will send a new product.
§ Often fitting issues arise due to installation error that can be resolved by our technical team contacting the customer via phone to assist with the installation.
§ All items, including replacement parts will be shipped via ground freight free of charge. If faster shipping is requested, this will be done at the customer’s expense.
§ If it is determined that the item does fit the vehicle and the customer has fitted the item, it can no longer be returned for any reason.
To submit a claim:
1. Email sales@rivalpsusa.com
o Provide the Order Number and a description of the issue.
o A picture of the freight label including the tracking number (UPS/FedEx/USPS).
o Provide a picture of the SKU/part number label including the manufacture date.
o Provide pictures of ALL Defects/Issues with explanation. The more the better!!
o Replacement parts or a new product will be sent if needed. If the issue can be fixed with replacement parts, they will be sent as the first option before full replacement is processed. If replacement parts do not resolve the issue, we will send a new product.
2. If we determine that the product needs to be returned/replaced, we will email you an RMA (Return Merchandise Authorization) number to process your return with instructions. Do not return any products without prior approval as they will be rejected. The RMA # must be visible on the outside of the box or on the label with the returned item.
3. The item must NOT BE FITTED. Unless this has been authorized by a Rival Team Member.
o The return must be packaged so that the product is not damaged further during the return travel. All parts must be wrapped and repackaged so that no further dents/scratches occur from metal rubbing or loose parts. Excess damage from failure to repackage products appropriately may result in partial/whole credit or refund denial.
o All parts including manuals/fitting kits etc. must be packaged and returned.
CHANGE OF MIND RETURNS/INCORRECTLY ORDERED/NO LONGER NEEDED
§ Any returns due to change of mind must be made within 14 days from the date of purchase.
§ Do not return any products without prior approval as they will be rejected.
§ Shipping charges are non-refundable.
§ Customers may ship the item back at their own expense. Please note that we encourage you to purchase shipping insurance since we will not accept products that are returned damaged in freight.
If you would like to return an item:
1. Email sales@rivalpsusa.com
2. We will email you an RMA (Return Merchandize Authorization) Number, to include on your return shipping label. We do not offer free shipping on returns; the item will be returned at the customer’s expense.
§ For a refund to be considered, items must be:
o Unfitted and in 100% re-saleable condition.
o All products must be packaged as they were delivered and un-opened.
o All parts including manuals/ fitting kits etc. must be packaged and returned.
o A minimum 20% restocking fee will be taken from the refund/credit amount for any returns that are not due to Rival’s mistake.
o If the item is damaged or not in original packaging the refund/credit may be denied.
o To assist in keeping customer costs low, Rival subsidizes the freight. For change of mind returns, the out-of-pocket freight cost on the original shipment will be deducted from the credit/refund amount. The customer will be advised of that amount before returning, when they receive their RMA number.
CANCELLATIONS
§ If you would like to cancel an order, please call us quickly at 832-663-5770. Our office hours are 9am-5pm (CST).
§ If you contact us prior to your order being processed, we will cancel the order without any cancellation fees or charges.
§ Once an order has been processed, it may be able to be redirected before delivery. However, any redirection fees incurred in doing so will be deducted from the refund/credit amount.
§ If the item has been shipped and cannot be redirected, when it is delivered, you will need to follow the instructions set forth in the ‘CHANGE OF MIND RETURNS’ section on how to return the item. Additionally, please refer to the CHANGE OF MIND policy for any fees that may be incurred.
THIRD-PARTY SHIPPING (SHIPPING ON CUSTOMER ACCOUNT)
4. We recommend that when utilizing third-party shipping, you obtain shipping insurance with the third-party carrier to cover any damage incurred in transit.
5. If damage occurs during transit, you are responsible for making a claim through your own shipping account for both the shipping cost and cost of the product.
6. We cannot contact freight carriers or make a claim on your behalf through your third-party account.
7. Products will be replaced at your expense.
8. You will be required to create a new order for the replacement item and will be invoiced for the new product.
9. A pre-approved RMA number must be provided on the shipping label for returns.
10. Any returns made through your third-party shipping account must be delivered to our returns warehouse below and not to any 3PL warehouse.
RIVAL RETURNS WAREHOUSE
Rival 4X4 USA
Returns Department
21219 Blair Road
Building 19
Conroe, Texas, 77382
Phone: 832-663-5770