Returns / Exchanges
At Mustang Depot we make returns as easy as possible. Our mission is to provide you with the best products and the best service in the automotive industry. We understand that sometimes, customers change their minds about products that they order or simply do not need them anymore. We also know that customers are cautious about Return Policies since they are often tricky and misleading. Our goal is to make the return or exchange process trustworthy and as simple as 1-2-3.
If for any reason you are not completely satisfied with your purchase, you may return the item within 60 days from the original date of your order.
- Products must be in original packaging and in a new and resalable condition.
- Any product that was used or fully/partially installed is non-returnable.
- Shipping, Truck Freight, Oversize and Overweight Fees are non-refundable.
- All returns must be made via our Return Procedure with a valid RMA number.
- There are few non-returnable products & services that are listed in section below.
- Order cancellations can only be requested prior to shipment or in some cases, prior to the start of the manufacturing or painting process.
- All returns for exchanges will be given a full product credit. All returns for a refund are subject to a 15% restocking fee. Our free shipping policy has an inherent cost and this is how we recoup some of those costs. Full product credit can be given toward an exchange
Please note: If the return of an item was caused by an error on our or a manufacturer’s part, shipping fees do not apply
To return a product you must first request a Return Merchandise Authorization (RMA).
- Go here for Return Request Form
Please let us know which particular item(s) you would like to return and the reason. Please allow 24 to 72 during M-F business hours for processing since in some instances, we may have to wait for a manufacturer’s response.
There are 2 ways you can go about exchanging a product:
Option 1 (Slower) – Use the standard return procedure to request an RMA for the part you need exchanged. In your request please specify the exact item(s) you would like to exchange to. Upon receipt of your returned product we will process an exchange and ship the new part. If there is difference in price, you will be either refunded or charged the difference.
Option 2 (Faster) – Order the new part online or over the phone so it can be shipped to you right away. Then request an RMA using a standard Return Procedure for the part you would like to return. Upon return of the part a refund will be issued as promptly as possible. Please note the exchanging order number in the comments section of the Return Request Form.
DEFECTIVE, DAMAGED, OR INCORRECT PRODUCTS
We all know that accidents happen sometimes. If your product(s) arrive defective, damaged, or simply incorrect, please contact our customer service department as soon as possible. Please do not attempt to use or install the part!
If the product is perceived to be incorrect/defective, please take pictures and forward them to us within 72 hours of receipt. If we can determine the product is incorrect/defective with the provided pictures from the customer, we will send you a replacement part and provide you with a prepaid return label to return the incorrect/defective part. A temporary charge will be placed on the account the order was placed until the defective item has been returned. Product(s) must be returned to us within 30 days.
Damage claim losses are not Mustang Depot’s responsibility they are the responsibility of the courier. All products are shipped FOB from the origin. Subjective assessments made about the nature or origin of the damage by the customer can hinder the claim process and the reimbursement of your monies. Mustang Depot pre-inspects all products for damages prior to shipping. If you receive a package that has been damaged, please notify the driver prior to him leaving and refuse it “due to damage.” This will speed up the damage claim process and in most cases, they will not even accept the claim without the damage notation from the driver. We insure the products full value and it is the responsibility of the carrier to reimburse losses due to damage in transit. If you sign for the package without checking the contents, the liability for the product becomes yours. In other words, reimbursement is between you and the freight company because you took ownership of the product by signing. The reason is that damage can occur after receipt. Again, it’s best to open the package in front of the driver and refuse it, if it is damaged. If they drop it off without a signature, you have 72 hours to contact us to assist you in the damage claim process. Please keep the product in the original condition in which you receive it, for investigation by the freight company responsible. This includes the item itself and all packaging materials. The claim cannot be paid if the packaging is not present! Please call us with questions or concerns in starting a damage claims. When a replacement part is requested to be shipped prior to the return of original merchandise, we must temporarily authorize your credit card until the original merchandise is returned.
FIBERGLASS AND CARBON FIBER PRODUCTS
Fiberglass body parts do not fit the same as stamped steel parts. While they can be finished to show quality, fiberglass body parts are built closer to race car standards than show car standards. Although fiberglass parts are easy to work with, they can require substantial work to conform to the varying early unibody Mustangs. This means every car is slightly different. We have come to this conclusion after many years of installing and selling fiberglass body parts from many different manufacturers. Within 60 days of receipt, you must check fit before sanding or painting your new fiberglass pieces. If fiberglass parts have been sanded or painted they can no longer be sold as new for either race or show purposes. For this reason, the manufacturer will not warranty such parts and cannot be accepted for a return. Our policy for returning fiberglass parts is subject to a 15% restocking fee. In the event you feel the product is defective, our policy requires that you send the product back to us fully insured, heavily packaged to avoid damages and freight prepaid. A full investigation by Mustang Depot and the manufacturer will ensue. This includes fitting the item on the respective car, matching the part to the mold, and matching it with other items produced from the same mold. If it is determined that the product is not defective and is in reasonable constraints for finishing, the product will be returned at the customers expense. If it is deemed that the product is defective, a replacement will be sent at no cost and the return freight charges incurred by the customer will be refunded in the form of an in-store credit. All product that leaves Mustang Depot is inspected and confirmed to be in good condition, heavily packaged, and is insured for the value of the product. Noted on the package are clear neon stickers warning you to inspect the product in the presence of the carrier/driver. In the event damages occur, have the driver notate the damage on the documentation before signing. If the package was left at your door, you must notify the carrier immediately and file a damage claim. Do not return the product to Mustang Depot it is our policy to refuse items without a Return Authorization number. Retain all the packaging so the carrier can inspect the product. In most cases, small repairs can be made at a reasonable cost. Get an estimate, and submit the claim. Full loss claims are scrutinized much heavier. Please note: For fiberglass hoods, removal of stock hood springs and use of a prop rod and hood pins are highly recommended. For trunks, removal of springs or tension rods is highly suggested. Fiberglass has about a 6-8 week cure time when it comes out of the molds. So it’s important to remove the parts from it’s packaging upon receipt. Do not place anything on top of the part during storage. The part will attempt to take the shape of whatever it’s stored on top of as well. Especially in warmer climates. The best place to store the part is on the car in it’s intended position. These parts are intended for off-road use only.
When you request a cancellation of an order or a part, please note that it can take time for us, or a manufacturer to cancel an order. This process may involve voiding orders in computer systems, removing items from backorder logs, having operations personnel pull items from production schedules and sometimes stopping orders at the shipping dock. Also note that sometimes products ship more quickly than expected, so we recommend that you do not purchase alternative products until receiving final confirmation of your cancellation. If the item has already been shipped, we unfortunately cannot cancel the order.
NON RETURNABLE PRODUCTS & SERVICES:
The following products cannot be returned/exchanged due to manufacturer’s policies or their made-to-order custom features:
- Any item marked or classified as non returnable.
- Paint costs on painted products (ex. spoilers, body kits, calipers …)
- Dash Kits ordered in solid colors (ex. Red, Blue, Orange …)
- Electrical Parts
- All Wheels.
- Car Covers with embroidery or logos.
- Gift Certificates
- Any custom orders or parts
- Parts noted as “Special Order”
- Any item that has been modified, installed (ie must be in original unused condition)
REFUNDS & CREDITS
After we accept your return, you will be issued a refund via the same payment method as you had originally used to place the order (Credit Card, Paypal). The refund amount will be composed of the original purchase price minus shipping charges and less a restocking fee if applicable. You are responsible for non-standard shipping charges such as special handling surcharges and oversize fees (where indicated), Truck Freight fees, oversize fees, expedited shipping, hazardous materials charges, etc. You will be sent an email confirming receipt of the return and your credit. Please allow an additional 5-7 days for the credit to appear on your account.
Mustang Depot will not refund any labor charges or installation fees under any conditions. Mustang Depot will also not offer reimbursement for any damage acquired during installation or any other use of a product.
If you have any questions about Mustang Depot’s Return Policy, please contact a Customer Support representative Click Here