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Return Policies/Procedures

Please review the following information

I need to change or cancel my order?
If you have made a mistake or would like to change any items from your order, please email our customer service department at returns@productquest.net or call us at (855) 789-5895.  Please be sure to include your order number, name, and telephone #. You can find your order # in the subject line of the email that you received after placing the order. We will be glad to change or correct your order.  Please make sure you do this as soon as you realize you need to change the order. If the order has already shipped then you will have to follow our RMA guidelines.

How do I cancel my order? Orders can be cancelled up until they are shipped by contacting our customer service department at support@productquest.net  or by calling us at (855) 789-5895.  Please be sure to include your order number (located in the subject of your confirmation email) in any requests so that we may quickly and accurately locate your order.

Once an order has been shipped, it cannot be cancelled.  It must be returned in accordance with our RMA Policies. If a package is refused, the shipping company will charge double freight to ship and return the package.  If a package is refused, double the shipping charges plus up to a 18% restocking fee will be deducted from the credit returned.

Returns & Exchanges:
What do I do if the item received is not correct?
If you receive a product that is not the correct part, please contact our customer service department at support@productquest.net  or call us at (855) 789-5895.  Please have your order number available as well as any information about the problem with the part so that we may quickly and accurately correct any problems and get you the correct part.

What do I do if the product does not work or becomes defective?
(unless otherwise stated in the item description). Please see the warranty FAQ for warranty details.

If you have a problem with your item please contact our customer service department at  support@productquest.net or call us at (855) 789-5895.  We will make all attempts to help you solve your problem.  If it turns out that a product must be returned, you will be issued a return merchandise authorization (RMA) number.  This number is basically a reference number that we use so that when an item is received we know who the item belongs to and what needs to be done with the item.  You will be given directions on where to ship the defective product and mark the package attention to the RMA number.  Note that the item may have originally be shipped from another location.  For all warranty service you must pay for the freight to send the item to us and we will pay the freight to return the item to you.  Once the item has been received, we will repair or replace the item and return it to you. This process typically takes 3-5 business days.

How do I return a product for a refund?

Our return policy is 15 days from the date the item was delivered.  After 15 days, products cannot be returned for a refund.  If there is a problem with the product we will repair or replace it in accordance with our normal warranty. All returns are subject to a restocking fee up to 18%. Also, it is customer's responsibility to pay for shipping and handling charges in order to get the product back to us. 

In the event we have to make a special order for product to fullfill an order. (**such as large orders or items we have to special order may not be returnable or subject to additional restocking fees.**)

If you would like to return a product for a refund, please contact our customer service department at spport@productquest.net or call us at (855) 789-5895. You will then be issued a return authorization number. You will be emailed a return authorization with return instructions.

Once the item has been received the return will be processed. All return products must be in original, new condition and include all original packaging and parts. If an item is damaged or missing parts, an appropriate amount will be deducted from the refund amount.  Shipping charges are not refundable. A restocking fee up to 18% can be deducted from the refund amount. Returns are processed usually within 3-5 business days from the time we receive the product back from customer.  Different banks process and post information to accounts in different manners, so it could take a couple of days to a complete billing cycle before any credits appear on your account.




 

 

 

   





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