Refund and Returns Policy
Your Satisfaction is our utmost priority at SCALE suspension.
That’s why we requires that prior communication is made before considering cancelling/returning or exchanging products.
If you are having difficulty or problems with the products, we recommend to first reach our tech team at firstname.lastname@example.org to get the needed support with your product. Multiple possibilities can be offered depending of the situation.
Orders placed from a SCALE authorized dealer need to be handled with the same dealer the order have been placed with.
SCALE Suspension reserve the right to change these terms and conditions at any time without prior notice.
SCALE suspension will require a restocking fee from 20 to 40% on all cancellations on custom builds or out-of-stock items orders. These fees will vary based on the time since the order has been placed, where the manufacturing process is already, and if customization/rush productions have been launched. Restocking fees on cancellations are applied from the next working day after the order have been placed. A custom build is anything requires valving change, custom shock length, custom springs, extreme low version and custom colors.
Exchanges are offered to customers having to change projects for personal reasons or accidents within two weeks (14 days) of receiving your product. Exchanges are only possible if the suspension is in new condition (not partially or entirely installed) and the customer covers shipping /return fees. Additional fees may be charged if a new suspension or configuration requires customization, has a higher MSRP price, is received damaged or import fees have been charged when receiving the package. We suggest using a trackable shipping service and selecting shipping insurance that covers the value of the package in the eventuality a package is lost. SCALE suspension is not responsible for any damage or loss when the package is in the shipping company’s hands.
In the event you need to return your product for personal reasons, we always prefer to prioritize the possibility of exchanging or finding a way to help you fit the product on another car. If no other options are possible, returns must be requested within seven days of receiving the product. The product must be unused and in the same condition that received, including but not limited to; uninstalled or not partially installed, undamaged and with the original packaging. Returns are subject to a 25% restocking fee based on the MSRP price of the product. If a return is allowed by SCALE suspension, shipping charges to and from SCALE suspension are the customer’s responsibility. We’d like to ask the items to be returned well packaged to ensure no damage can occur while in the shipping process. We also suggest using a trackable shipping service and selecting shipping insurance that covers the package’s value if a package is lost. SCALE suspension is not responsible for any damage or loss when the box is in the shipping company’s hands.
Refunds will only be applied after the package is received and inspected; additional fees may apply if import fees have been charged or the package is received damaged. The customer will be responsible for contacting the shipping company to claim for the damage, but our team will give every needed proof to help the customer fill the claim and prove that the package has been damaged during transport. Refund will be applied within 24-48h after receiving the package, inspecting everything and having confirmation from the customer for accepting the restocking fees. Refund will be processed on the original credit card or according to the original payment method.
Contact Info@scalesuspension.com for questions about cancellations, exchanges, refunds and returns or directly with the following form.
For any order placed with one of our dealers, please contact the dealer to continue the process.