HOW DO I RETURN A PRODUCT?
PHASTEK PRODUCT RETURNS AND WARRANTY INFORMATION
If at any time you are not satisfied with your purchase from Phastek, you may return the product within 30 days of delivery.
The product(s) purchased must still be in new condition, including original packaging, parts, accessories, and paperwork (please do not assemble, install, or modify the product in any way). If you are returning due to fitment, flaw, or defect, pictures may be necessary to complete your request. Custom products (clearly indicated as custom on the product page), Open Box products, and Clearance products are non-returnable.
All Returned orders are inspected for use and/or installation, as well as missing items. We will contact the customer if there is any suspicion of use and/or missing items required to complete the product(s).
PRODUCT RETURNS AND WARRANTY PROCESS:
- • All new & unused products must be returned in their original packaging within 30 days of delivery.
- • Use our simple Online Return:
- 1. Log in to your Phastek account.
- 2. Under “My Account” find your order that contains the product(s) you want to return.
- 3. Click the RETURN button at the bottom of that order.
- 4. Choose the “Qty to Return” next to the product(s) you want to return, your “Return Reason”, and “Return Action”.
- 5. Once you have selected your answers, click the SUBMIT RETURN REQUEST button.
- This will give us the information we need to issue your RMA.
- • Or contact Customer Service HERE or call us at 855-742-7835 to request a Return Authorization (RMA) Form. All returns and exchanges must have a valid RMA number.
- • Your RMA form will have the exact return address and shipping instructions.
- • Once the product is received and confirmed to be in satisfactory condition, your refund will be issued.
- • Warranty products will need to be inspected and sent directly to us or the manufacturer for warranty service. Please contact Customer Service HERE or call us for warranty return instructions.
To return a product, please use our simple online return process or contact our Customer Service at Support@phastek.com or via phone at 855-742-7835 within 30 days of delivery. We will issue a Return Authorization (RMA) Number, which is required to process your return, along with further return instructions. Only products received in new, ready-to-sell condition will receive a refund, minus a re-stocking fee, and excluding any shipping costs.
If you return a product without first obtaining an RMA number, it will take longer to process your return and you will incur a restocking fee of up to 25%. Any product returned to us due to undeliverable address or refused delivery will take longer to process and you will incur a restocking fee of up to 25%.
Products (including packaging) must be returned in new, unused, resalable condition. We will not accept a return of a product if it has been used, assembled, fully/partially installed, or modified in any way.
Customers are responsible for all return shipping charges unless they receive an incorrect (we shipped the wrong product) or defective product- see below. When shipping a product back to us, we highly recommend using UPS, FedEx, or any other carrier that offers signature required or insurance, as we are not responsible for lost or damaged packages. If the returned product is damaged or missing parts, we reserve the right to reject the entire return, refuse the delivery, and/or return the product to you at your expense.
Returns will be processed within ten (10) business days of receipt (not including weekends, holidays, and the day the package is delivered). If your return has not been processed after 3 weeks, please contact us so we may check your return status.
Returns will not be accepted for the following items:
- • Phastek Performance Gift Cards
- • Tunes
- • Wheel(s) after they have been mounted.
- • Products marked as “Clearance” or "Open Box".
- • Special order products that are not normally listed in our catalogs.
- • Route Package Protection, once an item on your order has shipped.
- • Non-defective products that show evidence of being used, installed, handled improperly, and/or packaged or shipped improperly.
- • Custom made, custom text or lettering, custom ordered, custom product options, and/or custom painted products. If you have a problem with your custom product, please contact our support team immediately.
OPEN BOX PRODUCTS
Please read Open Box product descriptions thoroughly as these items are sold as-is and are non-returnable.
Products to be replaced by Phastek Performance will need to meet the same requirements as Returned Products. Products must be returned with original packaging, parts, and paperwork. Products to be replaced by Phastek Performance will be shipped once the returned product is received and processed. NOTE: If a replacement product(s) is need immediately, we suggest a new order be placed either online or with one of Phastek Performance's sales representative. If a new order is placed online, please include a note in the order notes during checkout. Once the replacement product is received allow 5-7 business day for a refund.
INCORRECT OR DEFECTIVE PRODUCTS
Any returns related to incorrect products, defects, damage, fitment, or other flaws must be reported within 30 days from delivery and will need further investigation. During this time, photos or video of the specific damage, defect, or fitment issues may be requested in order to correctly process your request, access the issue and underlying cause, and determine the next best steps. Depending on the product we may also require that you send the product back to the source for further inspection. Phastek.com is not responsible for any labor costs which occur as the result of the installation of wrong or defective products.
Anytime a product is delivered with a manufacturer defect, Phastek Performance (or the Manufacturer) may send the customer a pre-paid shipping label to use for returning the defective product. The customer will not be charged any restocking fees for defective products. NOTE: Phastek Performance only covers return shipping on products returned for manufacture defects or any error on the part of Phastek Performance or the Manufacturer. Phastek Performance will not cover return shipping for products that are improperly installed or damaged by the customer, or reasons due to "changed my mind", "did not like the product", or "ordered the wrong product(s)". Return shipping labels will be cancelled if there is no movement within 10 business days of the label being created.
DAMAGED SHIPMENTS & PARTIALLY MISSING PRODUCTS
Although we strive to prevent it, unfortunately, there are times when products will show up damaged or partially missing due to mishandling in shipment, transit, or by mistake.
If you insured your order with Route+ Protection at checkout, please follow the link on your confirmation email from Route to file a claim or go to https://claims.route.com/.
If you did not insure your order with Route+ Protection and you receive a product that has been damaged in shipping or is missing parts, please report the damaged product(s) or packages to Phastek Performance within 7 days of delivery. Phastek Performance will not be held responsible for damaged/partially missing products that are not reported in a timely manner in order to file a claim with the shipping carrier (USPS, UPS, FedEx, etc.). Once the claim has been processed and approved by the carrier, we will reach out to you to return the product and send out a replacement.
We will assist you in every way possible with this damage claim but will not be responsible for the outcome of said claim. Upon the Courier approving your damage claim, we will replace or repair any damaged/missing product(s) you have identified. If the Courier denies your damage claim, Phastek Performance LLC., is under no obligation to give or repair or replace any product(s) you deemed damaged/missing, as the Courier is the company responsible for your damaged/missing product(s), not Phastek Performance LLC. Keep all boxes, packing material, shipping labels, etc., until your claim with the Courier is resolved.
**Freight deliveries have special reporting requirements. See Freight Policy here **
NOTE: In some cases, the customer may be required to submit a photo of the damaged shipping box and/or product(s) to verify the damage with the shipping carrier or manufacturer.
Products sold by Phastek Performance carry the original manufacturer's warranty; these warranties vary on a per-product basis and are subject to the manufacturer’s terms and conditions, timeframes, and schedules. Please note, we do not extend warranty coverage to any Clearance or Open Box products as they are sold as-is. Specific warranty information can be found on the product’s page or ask one of our sales representatives if you have any questions about a specific manufacturer’s warranty before you make a purchase. If a warranty concern arises, please contact our customer service via email at Support@phastek.com or via phone at 855-742-7835 to start a warranty claim.
Phastek will assist you with your manufacturer warranty claim, but please note that some manufacturers prefer to investigate warranty claims directly. In the event that you take the product to your own mechanic who provides a report, we reserve the right to request verification by conducting our own inspections. During this time, photos or video of the warranty issue may be requested in order to correctly process your request, access the issue and underlying cause, and determine the next best steps.
Phastek Performance makes no claim of accountability after a product has been received by the ordering party. The customer assumes all costs associated with the warranty of a given product including any applicable labor for removal and/or replacement of that product(s), diagnosis of a problem that may be related to that product(s) and all shipping costs if applicable. Phastek Performance or the manufacturer, at its sole discretion, may choose to either repair or replace any product returned within the warranty. If neither repair nor replacement is possible, Phastek Performance or the manufacturer will provide store credit, or replace the product with a product of equal present market value.
Why a restocking fee? Our minimal restocking fee covers lost credit card charges and original shipping fees, and that's it! A Restocking Fee of 5-25% will apply to all products being returned to Phastek Performance. (Restocking fee's range depending on product purchased, shipping costs, and condition of returns). NOTE: Shipping & Handling charges are non-refundable. Return Shipping is the responsibility of the customer unless otherwise noted.
REFUNDS & CREDITS
Please be sure to let us know if you would like a Product Exchange, Payment Refund, or Account Credit on your Return. Payment refunds will be issued via the same payment method originally used to place the order (Credit Card, PayPal, Affirm, etc.) minus any fees where applicable (return shipping, re-stocking fees, etc.). Please allow 5-7 business days for the credit to appear on your account. If the original form of payment is no longer available, the refund will be issued as store credit applied to your Phastek.com account. Store credit is not redeemable for cash.