Superwinch Online Return Policy
Please note: The below policy is valid on online retail orders only.
Can I return a purchase?
Superwinch orders that are placed online are eligible for return within 30 days of delivery. Returned merchandise must be in unused, resalable condition and all parts, hardware, instructions, etc. included and within the original packaging. Please contact us to request a Return Authorization Number (RMA). The customer is responsible for the return freight charges on all non-defective returns.
What products cannot be returned?
The following items CANNOT be returned:
- Installed, used, damaged, or altered parts and products
- Any products that are not complete – missing hardware, guides, and accessories – are not eligible for return
Notice: LTL Truck Freight items must be returned on a pallet via truck freight. NO exceptions. We strongly recommend you keep the delivery pallet and packaging. Do not let the delivery driver take the pallet with them.
If you have questions about fitment or installation, please contact us at 1-800-323-2031 7am-4pm PST M-F before you order. Our customer support team is happy to answer your questions.
Can I exchange a part?
You may return an item based on our 30 day return policy above and then REORDER a different replacement if desired. The customer is responsible for all freight charges included in a non-defective exchange.
How do I return an item?
Once the RMA is received, follow these steps:
- Package the return merchandise to avoid damage; include all the original packaging, parts, and paperwork; and write the RMA number on the package label.
- Ship the item as soon as you receive your RMA. Be sure to ship the items insured and keep the tracking number for reference.
- If we receive any returned items from you that are damaged we will take pictures and contact you right away.
Can I return a purchase for any reason?
Yes, as long as it meets all the return policy requirements listed above.
What if I ordered the wrong part?
If you ordered the wrong part please contact us to receive a Return Material Authorization Number (RMA).
How long do I have to return a product?
Superwinch accepts eligible returns within 30 days of delivery. If you believe the part or accessory is covered by a warranty, please review the requirements here.
Are there certain products I can’t return?
Yes. We cannot accept returns on:
- Any products that are not complete – missing hardware, guides, original packaging, and accessories
- Used parts
- Parts that have been installed, altered, modified, bent, scratched, or otherwise damaged
Do I have to pay any restocking fees?
No, not on returns that fall within our guidelines.
What if the product is defective?
If you receive an item that is defective right out of the box, please contact us as right away so we may remedy the problem as quickly as possible.
What if the product is damaged?
For products delivered via Fed Ex, UPS, USPS, etc. parcel services, please contact us with 48 hours and we will start a damage claim with the carrier so we can replace the item(s). Wait for instructions on what to do with the damaged item.
For products delivered via LTL Truck Freight that have arrived visibly damaged do not accept the delivery. Immediately contact us and we will start a damage claim with the carrier so we can replace the item(s).
If you have accepted an LTL Truck Freight shipment that had visible damage we may not be able to make a claim.
*Nearly all damage claims now require pictures. If you are in receipt of damaged merchandise take pictures and be sure to send them to us as soon as possible.
What if I need to make a warranty claim?
Please review our warranty page for the warranty on your product. If your purchase is eligible for a claim, please inquire at [email protected] so our support team can get the process started.
Do I have to pay for return shipping?
Except in the case of our error, the customer is responsible for return shipping costs. Please ship the items insured by UPS/Fed Ex, US Mail or other tracked shipping service for your protection.
Can I cancel my order after it’s been placed?
Yes. Contact us right away. If it has not left our dock we will try to stop it.
Can you stop and order once it has been shipped?
No.
Can you change the address of the shipment once it has been shipped?
No.
What if my return never arrives?
Superwinch won’t be able to issue a refund or exchange if we don’t receive the return. This is why all returns should have a valid tracking number you receive from the carrier. We recommend insurance on anything you ship back to protect yourself.
How long will it take to process my refund?
Once we receive your package expect your refund within 5 to 7 working days. Superwinch will email you as soon as we’ve inspected, processed, and refunded your order.
