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We want you to be completely satisfied with your purchase
and will do our best to ensure that you are getting products that you’ll
love.
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Please note that any and all returned merchandise must be
in new and ready-to-sell condition, including original packaging, parts and
paperwork unless Damaged In Shipping or Defective. Please do not return any
merchandise without completing an Online Return Merchandise Request Form and
obtaining a Return Authorization Number (RAN).
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1. My Order Was Damaged in Shipping
If your order arrives with obvious damage and you refused the shipment,
please notify us immediately by contacting our Customer Service Department by
emailing ran@trucktopsuk.com and we will make arrangements to ship a
replacement on confirmation from the shipper of the said details you informed
us of. On delivery to you and prior to signing for the shipment, the
merchandise must be inspected and any shipping damage must be noted on the
shipping receipt at the time of delivery. If you have noted shipping damage
with the carrier, you may contact us to file a claim on your behalf within 3
business days from the date of delivery. If you do not inspect the
merchandise and sign for it as good we cannot accept any liability for any
damage or faults whatsoever.
2. My Order Was Lost in Transit
In the event that you do not receive your merchandise because it has been
lost in transit, please notify us immediately by contacting our Customer
Service Department by email on customerservices@trucktopsuk.com and we will
make arrangements to ship a replacement after confirmation & verification
with the shipper that the merchandise is irrevocable lost.
3. There Was an Error in My Order
Although it rarely happens, in the case your order arrives with an error
(i.e., what you received is not what you ordered or what you received is not
the correct application for the year, make, model of your vehicle, etc.)
please notify us by completing an Online Merchandise Return Request Form. You
will be issued a Return Authorization Number (RAN) and provided with
instructions on what to do next in accordance with our Return Policy. We are
unable to accept as a return for refund, replacement or exchange any
merchandise that has been installed or used unless it has a proven
manufacturers defect.
4. Defective Merchandise
Every product on our site is backed by a manufacturer’s warranty.
Although the specific terms of warranties vary from product to product.
Please complete an Online Merchandise Return Request Form so that we may file
a warranty claim directly with the manufacturer on your behalf; as well as,
assist you in obtaining a phone number for the manufacturer so that you
may contact them directly if you wish to expedite the process. We will do our
best to assist you in any way that we can with regards to your warranty
issue. While we want you to be completely satisfied with the merchandise that
you purchased, Truck TopsUK is not liable for merchandise that appears to be
packaged incorrectly, for merchandise that arrives defective or for
merchandise that becomes defective during its intended use. The manufacturer
is ultimately responsible for all warranty related claims and it is their
sole discretion whether to honour or disapprove a warranty claim.
5. Acceptance
By clicking on “Process Order” and submitting your order,
you are indicating that you have read and accept the terms of our policies.
Returning items to us is easy! Just follow these
instructions:
6. Notification:
Notify us by completing an Online Merchandise Return Request Form: We
need to know what you are returning, why you are returning it, when you
received it, along with your name and order number.
7. Return Authorisation Number (RAN)
You will be issued a Return Authorization Number (RAN) and provided with
return instructions on what to do next in accordance with our Return Policy
within 48 hours upon receipt of your Return Merchandise Request. (Excludes:
Saturdays, Sundays and Holidays).
8. Return Packaging
Properly package your return merchandise to avoid damages. Please include all
original packaging, parts and paperwork.
9. Return Instructions
We will send you complete return instructions as soon as possible. When you
do ship the item back, please ship it pre-paid and insured by UPS/Fed Ex,
Royal Mail, US Mail or Appropriate Carrier indicating the RAN on the package
label only. Please send us the return tracking number along with the date it
was shipped back. (This will help speed up the return process and is our only
proof that the merchandise has been returned to the original shipping
warehouse). Sorry, No collect shipments are accepted. NOTE: Please do not
return your merchandise without obtaining a RAN and a return warehouse address
that your merchandise needs to be shipped to. It may or may not be the one
the merchandise was shipped from.
10. Our Return Policy
10.a. There is a 20% restocking/return fee for all returned
merchandise. The restocking/return fee will be waived if you choose to accept
a Truck TopsUK Gift Card as a replacement rather than a refund or if you
choose a replacement of equal or greater value. Sorry, shipping and handling
fees are non-refundable.
10b. Please Note: Merchandise that has been installed, used, drilled,
bent, scratched or otherwise damaged is no longer in new and ready-to-sell
condition and should not be returned and cannot be refunded, replaced or
exchanged unless it has a proven manufacturer defect or was proven to be
damaged in shipping. All returned merchandise must be in its original
packaging, including all parts and paperwork.
10c. We require all returned merchandise to be insured for the full
purchase price and shipped at your expense. All shipping and handling fees
for exchanged merchandise will also be your responsibility.
10d. Please allow up to 14 days for your return to be processed once
your returned merchandise has been received at the original shipping
warehouse/manufacturer.
10e. 12 Volt Accessories, Electronic Equipment, Engine Chips & LED
Light Accessories are fully Manufacturer Warranted but Non-Returnable.
Warranty for each product is according to the specific manufacturer’s policy,
is generally repair or replacement. Should you have a warranty issue please
complete our Online Merchandise Return Request Form and we will facilitate a
warranty service request for you with the manufacturer.
10f. Custom coloured hard tops/caps, canopies, tonneau covers and
pre-painted hood scoops, insect shields/screens and vent visors cannot
be returned, except in the case of shipping damaged or defective products.
10g. Please do not return any merchandise without completing an Online
Merchandise Return Request Form and obtaining a Return Authorization Number
(RAN). Used merchandise cannot be returned, except in the case of defective
products.
10h. Please do not return any merchandise without completing an Online
Merchandise Return Request Form and obtaining a Return Authorization Number
(RAN).
10i. International orders may only be replaced if the item is
defective. No other returns/exchanges will be accepted. Please do not
return any products without completing an Online Merchandise Return Request
Form and obtaining a Return Authorization Number (RAN).
11. Additional charges or credits may be applied to your credit card as
follows:
11a. If you are returning your merchandise due to a change of mind or
your error and would like a refund, your credit card will be refunded the
original purchase price (plus sales tax if applicable) less a restocking/return
fee once the returned merchandise has been received and inspected.
Please allow up to 14 days for your return to be processed once your returned
merchandise has been received in our warehouse. The restocking/return fee for
returned merchandise is set at 20% of the original purchase price. Please
Note: Shipping and Additional Handling Fees are non-refundable.
11b. If you are returning your merchandise due to our error and would
like a refund, you will be issued a pre-paid return shipping label. Once the
returned merchandise has been received and inspected, your credit card will
be refunded the full purchase price less any applicable return fees. Please
allow up to 14 days for your return to be processed once your returned
merchandise has been received in our warehouse. Please Note: Any merchandise
that is not returned in new and ready-to-sell condition will be subject to a
20% return fee.
11c. If you are returning your merchandise due to our error and would
like a replacement or an exchange, you will be issued a pre-paid return
shipping label and your replacement order will be processed immediately as
requested on the Return Merchandise Request Form. Should the price of the
exchange exceed your original purchase price, your credit card will be charged
for the difference in cost. Should the price of the exchange be less than the
original purchase price, you will receive a gift card for the difference in
cost. Please Note: It is very important to return the incorrect merchandise
received promptly. In the event that your returned merchandise is not
received in to the manufacture within 30 days from the pre-paid return label
issue date, your credit card on file will be charged for the replacement
order in accordance with our Return Policy.
11c. If you are returning your merchandise because the merchandise has
arrived defective appears to be packaged incorrectly, or a defect has
occurred during the intended use of the product, replacements or refunds will
only be processed upon claim approval directly from the manufacturer. Please
allow up to 4-6 weeks for warranty issues to be resolved. Should the
price of the replacement exceed your original purchase price, your credit
card will be charged for the difference in cost. Should the price of the
replacement be less than the original purchase price, you will receive a
gift card for the difference in cost. There is a 20% return fee for all
refund requests. Please Note: Shipping and Additional Handling Fees are
non-refundable on all warranty return requests.
11d. If you are returning your merchandise due to shipping damage, you
may request a replacement only. Once we have filed a shipping damage claim,
we will ship out your replacement. Please allow up to 14 days for your return
to be processed once your shipping damage claim has been filed. No additional
charges or refunds will be applied to your credit card. Please Note: If you
are requesting a refund, then we can only assume that you are returning your
merchandise due to a change of mind and your return request will be handled
as such in accordance with our Return Policy.
11e. In the event of a lost package, you may request a replacement
only. Once we have filed a lost package claim, we will ship out your
replacement. Please allow up to 14 days for your replacement to be processed
once your lost package claim has been filed. No additional charges or refunds
will be applied to your credit card. Please Note: If you are requesting a
refund, then we can only assume that you have changed your mind and your
return request will be handled as such in accordance with our Return Policy.
11f. Should you need your replacement right away and you do not
want to wait for us to receive and inspect the original merchandise being
returned prior to shipping out your replacement/exchange request, we suggest
that you complete an Online Merchandise Return Request Form specifying that
you would like a refund and simply place a new order first.
12. By clicking on “Process Order” and submitting your order, you are
indicating that you have read and accept the terms of our policies.
13. Tracking My Replacement/Exchange
After you have submitted an Online Merchandise Return Request Form, you
may check the shipping status of your replacement / exchange merchandise by
visiting our Online Tracking at Truck TopsUK. To track your replacement /
exchange, enter your RAN and your ship to post code.
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14. Why Do I Need an RAN Number?
This is necessary for:
14a. Identification of your returned merchandise. Our warehouses
receive hundreds of packages every day. Without an RAN number (Return Authorization
Number) identifying it, your package may become lost.
14b. Getting your package to the right warehouse/manufacturer. We have
multiple warehouses/manufactures throughout the World that we ship from so
you get your order fast. Returned merchandise must be sent back to the
location we direct you to return it to. Shipping a return to the wrong
warehouse/manufacturer or our mailing address will significantly delay the
processing of your return and may result in additional fees or the loss of
your package. We want you to receive fast service. Please follow our Return
Policy to ensure you receive the best possible return experience. We are not
responsible for lost packages.
14c. Avoiding lost returns. Without a proper RAN number and Tracking
number, your package can easily get lost. Without these numbers, identifying
a lost package is almost impossible. If we do not receive or cannot find your
package, we cannot process your return.
14d. Receiving credit or avoiding an additional charge. Please keep
all tracking numbers when you return your merchandise. This is your proof of
delivery. Without proof of delivery, if your package becomes lost we cannot
issue credit. In addition, if you requested a reship, without proof of
delivery of the returned item, we must charge you for the cost of the
reshipment.
15. By clicking on “Process Order” and submitting your order, you are
indicating that you have read and accept the terms of our policies.
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