Defender Parts Co. (DPC) makes every reasonable effort to ensure that our Customers are satisfied with the products they purchase through our website. All products and prices on this site are displayed in US Dollars. Please find our sales, shipping, warranty, and return policies below. By using and shopping on this site, you are agreeing to the following terms and conditions.
Refused Items / Undeliverable Items
If any shipment is not accepted by the receiver for any reason, including but not limited to, package refusal, incomplete or incorrect address, unavailability to receive package, non-payment for duty/tax for international orders, the carrier will return the package back to us. If this happens, one of two things can occur: 1) if we are notified while the product is on its way back to us, and you are able to contact us during this process, we may be able to have the shipment re-routed back to you. In this case, DPC will charge the Customer the actual fees it has been charged by the carrier for re-routing, re-addressing, and re-delivery. 2) If the product is returned to DPC, a fee equal to the cost of return shipping and any carrier handling, warehousing, customs, duty, brokerage, taxes, or other fees incurred by DPC will be charged to the Customer before re-shipment of the goods. Alternately, if the Customer chooses to be refunded, these fees will be deducted from the refund, along with the original shipping cost(s). Additionally, in some cases, returns may be subject to a re-stocking fee. DPC only charges a re-stocking fee if/when the manufacturer charges DPC a re-stocking fee. DPC will only charge the Customer the actual cost/fees incurred.
Address Changes
Please ensure that the address that you provide when checking out is fully accurate including proper zip code, business name (if applicable) and apartment/unit number (if applicable). If an error is detected (e.g., in the confirmation email), please contact us immediately to provide the correct information. Address changes will be done on a best effort basis at no cost to the Customer. However, if the product ships before the Customer notifies DPC of the error, and the error was made by the Customer, any/all shipping related fees and/or costs will be the responsibility of the Customer.
Order Cancellations / Changes
In order for us to offer speedy order processing times, many order processing steps are automated. Immediately when you place your order, your order is printed in our warehouse for packing soon afterwards, possibly outside of customer service business hours. It is not always possible to change or cancel an order after it is placed so please order carefully. If changes are required to an order, you can send an email to customer service or by calling us at 888-565-5357. Please note that from time to time, for whatever reason we may not receive your call, email or voicemail before the product ships. Any messages left for us requesting cancellations whether sent by email or voice mail will be processed on a best effort basis only. We will not be responsible for refunding shipping charges should an item ship because we did not receive your message or you were not able to successfully contact us. Once received, items may be returned or exchanged as per our policies below. If a product ships that you do not want, DO NOT REFUSE THE SHIPMENT when the carrier attempts delivery.
Backordered Items
We hate backordered items just as much as our customers do, therefore we try to keep MOST popular items in stock at all times. Larger than anticipated sales or manufacturer stock levels on certain items occasionally result in a product being backordered. Orders will be shipped automatically when the backordered product(s) come into stock. Orders that contain both in stock and backordered items that are expected to be in stock in a short amount of time will be held and shipped together. Orders that contain in stock and backordered items that are expected to be in stock in a longer amount of time will have in stock items shipped immediately and backordered items shipped by ground when the backordered products come into stock. The duration of time before we split a shipment will depend on the cost to ship two packages and the shipping amount paid. Cancellations for backordered items are accepted up to 45 days after the date the order was placed, after which time our credit card processor prevents us from processing refunds. After 45 days cancellations for backordered items are eligible for site credit only.
International Orders – Duty And Taxes
Unless otherwise mentioned within the site, products are shipped from the USA, Europe, or in some cases, Asia. When shipping from the USA, Customers should not expect to see any duties, taxes or brokerage fees when ordering from DPC, unless otherwise specified. When parts are ordered from Europe or Asia, and/or shipping to Customers outside of the USA, Customs, taxes, and duties may be imposed by the government in your country upon import. Please check with the customs office in your country regarding duties or taxes which may apply to your purchase. If your order has been shipped by UPS or FedEx, the brokerage charge is often included in the shipping cost for most countries, duties and taxes are separate and will be collected by the carrier on delivery. DPC charges all appropriate Sales Tax applicable to each USA province on checkout.
RMA numbers required for all returns
Before returning any products to DPC, you must obtain an RMA (Returned Merchandise Authorization) number by using our online form or contacting our customer service department. You will receive an RMA number via email once we have completed the approval process. If the email address you have listed on file is not in use, you can obtain a copy of your RMA instructions by contacting our Customer Service Department by phone or email. This RMA number MUST be written in large block letters on the outside of the box/envelope upon return. If your RMA is not clearly marked on the outside of your package, your return will not be accepted and will be marked RETURN TO SENDER.
Items must be sent back to the correct address
An address will be provided when your RMA is approved. This address MUST be used. Any products sent back to the return address marked on the shipping label will not be received by DPC. The address provided is that of our broker, and they charge very significant fees to receive parcels on our behalf. In the event that the package is sent to this address we will either deduct from the refund or charge the customer the actual costs incurred for the receiving service, storage service, repacking service, paperwork processing service, and shipping fees to get the product to the proper address. This fee is never less than $50.
Items must be declared properly for customs purposes
Returns must be shipped to our location in California. Due to the international location of some of our customers, customs documentation will be necessary for returned shipments. Depending on your reasons for returning the products to us, you will receive instructions on how to declare the product for customs purposes. These instructions must be followed. If they are not followed correctly, and customs duties are charged, these charges will be deducted from any refund owing or will need to be reimbursed to us before a replacement is sent out.
Shipping Service Used
The address to which parts are returned is a PO box. FedEx, UPS, DHL, and other couriers cannot deliver to PO boxes. Your return MUST be shipped via the Post Office. If your shipment is sent any other way, it will be automatically rejected by the carrier and returned to you at your cost.
Shipping insurance is required
We cannot be responsible for lost or misdirected returns or returns that are damaged in shipment, so for your protection, we require that you insure all returns using a traceable shipping method when returning products to us. All expenses related to the return of goods to DPC must be prepaid by the customer.
Tracking Numbers
All items MUST be returned back to us using a Post Office service that offers tracking numbers. This number can be used to confirm receipt at our warehouse and also to find the package in any case where it does not arrive when expected. In the event that an item is returned without a tracking number, we cannot be responsible in any way if the product does not arrive at our warehouse. Refunds or site credits are in no case issued until returned items have reached and been processed at our California location. Due to the nature of Postal Services, we are unable to track returned items on your behalf.
Items must be returned in 100% original condition
We are not able to accept for return, warranty service, replacement, refund, etc. any products which have been used, installed, modified, mishandled, improperly maintained, scratched, dented or otherwise damaged (including damage in return shipping). Any products returned to us for exchange or replacement must be received in perfectly resalable condition with all original packaging and associated parts in good condition. Exchanges or refund requests will be denied in all cases where non-resalable merchandise is received. In cases where merchandise is repairable, re-packable or a replaceable part is damaged, a partial site credit or refund may be offered at our discretion. There is no option to return vinyl or decal products that have been already installed on a customer vehicle. DPC will replace products that have a manufacturing defect only before application or use. We may, in some cases, choose to send a replacement product if you are placing an order for additional products within a reasonable time period. We cannot cover the costs of products that fail or any costs arising from DIY fitted products. The responsibility for ensuring adhesive products are fitted correctly lies with the customer and if you feel unable to fit these products correctly, seek professional assistance or contact us for a link to any instructions provided on our website.
Value of returned product will be adjusted if purchased at a discount
If items are supplied at a discount when purchased with another product, or if a free item is given with the purchase of an item being returned, or, if free or discounted shipping is offered at the time of sale, the amount to be refunded or credited will be the difference between the total order value and the full retail value without discounts of the unreturned items purchased on the order.
The sole obligation of DPC, (including but not limited to its owners, operators, contractors, consultants, employees, etc.) under our warranty shall be repair, replacement, refund or site credit at our discretion. DPC will not be responsible or liable for labor, or incidental or consequential damage of any kind. In no event shall our liability exceed the cost of the goods purchased.
Returns for refunds
For any return where an item is not resalable condition as “new” due to installation, damage, abuse, or damage in transit from customer to DPC, etc., we reserve the right to refuse the return, and product will be returned to the customer at his or her expense. If an item is being returned in perfect resalable condition, where customer requests a refund, an amount equal to all shipping costs related to the order (including any shipping costs as a result of exchange or warranty service and any or all customs, taxes, duties, and fees to get the product here), plus a restocking fee of 20% of the total order value will be deducted from the refund. All requests for refunds must be received within 30 days of the original date of purchase. All returns must be received at our office within 45 days from the original date of purchase to be eligible for a refund. After this time, only site credit will be offered in exchange for returns. There is no restocking fee on exchanges or site credits. A refund or site credit will only be issued after the item is received at our office in original resalable condition with original packaging. We have no control over carriers returning products for refund or exchange and all inquiries regarding tracking should be directed toward the carrier. We are unable to provide status updates on returns until the item has reached our office. Upon receipt, before a refund is made, the products will be inspected to ensure that they are fully resalable. If the product is damaged, or returned without all its parts, has any evidence of use, or for any other reason the product is deemed to be not resalable your refund request will be denied and the return will be sent back to you at your expense. Please Note: There are no refunds offered on custom made or custom manufactured items.
Returns For Warranty/ Service Replacement
DPC does not offer or imply any warranties. Only the manufacturer’s warranties apply to your purchase. Unless specifically stated at the time of purchase, manufacturers typically warranty their products for a period of 90 days to 12 months from date of purchase against defects in workmanship or materials for normal road use. Off-road, racing, extreme weather, damage from road debris, or other extraordinary uses are excluded. Longer warranties by the manufacturer, as noted in our product descriptions or during the ordering process may also be applicable. Any claims for warranties offered by manufacturers outside of their warranty period, after the original date of purchase, may be referred to the product manufacturer. For in-warranty items, you will receive a repaired or replacement product as soon as possible after your return is received by DPC. The customer must request an RMA number before returning products for replacement or service. The part must be returned to the manufacturer for inspection before the warranty will be honored. DPC must then wait for a credit or replacement part before shipping a replacement part to the customer. Warranty claims will be denied if there is any physical damage to the product which appears to be a result of misuse, modification, negligence, incorrect installation, removal or return shipping damage. The customer is responsible for return shipping charges in all cases where a replacement item is being shipped back to them. The warranty coverage period is calculated from the original date of purchase, not from when a replacement product was issued in the event more than one warranty claim is opened. Any warranty claim for a refund must be received within 30 days from the original date of purchase, otherwise, the only option will be for exchange or for a site credit. Upgraded shipping methods (overnight, 3 day etc.) are not covered by the warranty program and can only be added when additional carrier charges for these services are paid by the customer. Our warranties are non-transferable and only apply to the original purchaser. Warranties cannot be transferred to different product lines. In some cases, you may be asked to provide pictures of defects or damages to assist in the warranty process. The sole obligation of DPC, including but not limited to its owners, operators, contractors, consultants, employees, etc., under our warranty shall be repair, replacement or refund, at our discretion. DPC will not be responsible or liable for labor, or incidental or consequential damage of any kind. In no event shall our liability exceed the cost of the defective goods purchased from us. If your returned parts are not covered under the manufacturer’s warranty, we will notify you and quote the cost of repair or replacement.
Shipping Compensation
In cases where the customer is in no way at fault for the receipt of the incorrect or damaged merchandise, DPC may offer a prepaid return shipping label when possible. If it is not possible, we will offer you a site credit (which will far outweigh the postage charges) for the actual cost of postage to send the product back. You will need to provide a copy of a shipping receipt to be eligible for either form of compensation. No compensation will be offered if the product is sent via a courier service such as FedEx, UPS, DHL, etc. If you are not at fault, please specify which compensation method you prefer in advance of shipping your item back as it requires approval through our returns department. Under no circumstances can we offer a cash refund for return shipping charges.
Returns Due To Incorrect Shipment
We make every effort to ensure that each shipment is picked, packed, and shipped carefully, however, occasionally, mistakes happen. Upon contacting us, and notifying us of the incorrectly shipped product, you will be assigned an RMA number and should return the incorrectly shipped product to us. Upon receipt at our California location, we will ship your new product to you. We reserve the right to send a replacement as a resolution to any incorrect shipment before offering a refund. Returns due to incorrect ordering on the website are not considered an incorrect shipment and any shipping charges to exchange for the correct part are the sole responsibility of the customer. If you wish to receive your replacement part before we receive your return, you may purchase an identical product from our site and it will be shipped immediately. Once the original part gets back to us, we will refund the amount of the second transaction in full, including shipping. This is referred to a cross shipment in our returns system.
Items Lost Or Damaged In Transit
Our quality inspection and packing methods are such that we protect our product while in transit. All items that ship are in good working order, however, rough handling by shipping companies occasionally causes damage to products. In cases like these, if we are notified within 5 days of the item being delivered to you, we will file a claim with the carrier on your behalf. Claims of damaged goods made after 5 days of product receipt cannot be processed. Items already installed on your vehicle will not be considered for transit damage claims. Once the claim is submitted to the carrier, you will have an obligation to also work with the carrier in any reasonable means necessary to help with the claim. As soon as we are able to get our claim paid, we can re-ship the parts to you. We reserve the right to send a replacement as a resolution to any lost or damaged in transit claims before offering a refund. If you wish to receive your replacement part before the claim is settled with the carrier, you may purchase an identical product from our site and it will be shipped immediately. Once a claim payment from the carrier is issued to us, we will refund the amount of the second transaction in full, including shipping.
Returns Due To DOA (Defective On Arrival or Damaged On Arrival)
If you receive a product that is damaged, is defective, or has a physical defect, you may request a return by contacting our customer service department. Please take photos of the damage immediately and keep all original packaging. If we are filing a claim for the damage, the carrier (e.g., FedEx, UPS) may want to inspect the part(s) and packaging. During return shipping if any further damage occurs to the product, your exchange request will be denied. If there is any evidence of modification or evidence that a product being returned as DOA has been installed, used, or damaged in transit, the exchange request will be denied. Your claim must be submitted to DPC within 5 days of receipt. We reserve the right to send a replacement as a resolution to any DOA claim before offering a refund. If you wish to receive your replacement part before we receive your return, you may purchase an identical product from our site, and it will be shipped immediately. Once the original part gets back to us, we will refund the amount of the second transaction in full, including shipping.
Returns Due To Customer Ordering Errors
We all make mistakes. If you have ordered an incorrect product, we would be happy to take it back for exchange. You must first contact us to obtain an RMA number and return shipping instructions. We will not charge a restocking fee, however, we will request that you pay shipping costs for sending the replacement product back to you. Please contact us for an accurate quote on shipping your replacement order. We can issue a secure payment request via email upon receipt of your return item for the shipping fee. If you wish to receive your replacement part before we receive your return, you may purchase an identical product from our site, and it will be shipped immediately. Once the original part gets back to us, we will refund the amount of the second transaction in full, NOT INCLUDING shipping.
Items Not Received
Products are shipped as soon as possible once an order is received. You will receive a notification email once your order is placed to let you know when your order should ship, although most products ship on the morning of the next business day if the order is received before 2pm PST. Items are shipped with expedited priority and tracking codes using the Postal or Courier service. Entire orders are not necessarily shipped together as certain products on this site are sent from different locations or may have different stock availability. Once shipped, delivery times can vary depending on location. Due customs restrictions, some packages may be held by Customs. All packages are sent with tracking. If you have not received your item within 21 days from the date your product was confirmed to ship and the item status has not been updated by the shipping company, please feel free to contact us for a status update.
SPECIAL EXCEPTION: FILAMENT (NOT LED) LIGHT BULB RETURNS
Please ensure that when ordering our lighting products that you select the proper bulb kit and illumination color for your vehicle. We cannot accept returns on any non-LED lighting products due to their fragile nature for the following reason: “When a filament bulb is turned on for the first time, even for a moment, its filament becomes very brittle. This brittle filament generally will not survive the rough handling of the postal service during its return. Our DOA policy on lighting products provides you with replacement bulbs for any damaged, missing or defective bulbs upon arrival and for a period afterwards (as specified for each product individually). LED Bulbs and lighting products may be returned for Exchange if you ordered incorrectly.
SPECIAL EXCEPTION: ELECTRONIC DEVICES AND SOFTWARE
Please ensure that when ordering electronics or software, that you select the correct application for your vehicle and review the options and application descriptions. We cannot accept returns on any electronic device that has been opened from it’s original packaging or installed on your vehicle. There are no returns, credits or refunds accepted on software. Our DOA policy on electronics provides you with replacement for any damaged, missing, defective unit or component upon arrival and for a period afterwards (as specified for each product individually).
Carbon Fiber & FRP (Bumper & fender kits) Product Disclaimer:
NOTE: Like all Carbon Fiber and FRP products on the market, this product must be test fitted & prepped before installing it. Often, slight modifications are required such as trimming, sanding, filing, or smoothing the surface in order to get best fitment and appearance. This is NOT an OEM product, fitment will not always be perfect right out of the box. We recommend having this product installed by a professional that has experience working with aftermarket body kit pieces.
Link to: Privacy Policy
Link to: Privacy Policy
