We understand that when you order a product there are a number of reasons you may decide to return it. We here at Aeuroplug strive to make the experience as simple and easy as possible.
Items ordered from Aeuroplug.com can be returned within 5-10 days with receipt of shipment. However, some products have specific conditions, requirements, or policies. Please see below for our return policy details for different products and situations.
Returns typically take 1-3 business days to process and approve depending on the information you provide, the reason for return, and when the request is submitted.
Please be sure you understand the return policies before submitting an RMA (Return Merchandise Authorization) request.
You can email Aeuroplugsales@gmail.com, or give us a call at 562-844-3920
Damaged or Defective Parts
All products are shipped to the customer in good condition. However, mishandling by the shipping company can cause parts to arrive damaged. The defects must be clearly described to Auroplug customer service, and pictures required to verify the reported defects to authorize the return. It is recommended that all items be inspected for damage/defects upon opening the package. In the event parts come damaged/defective, the customer must contact Aeuroplug within 3 business days to report the incident. For an expedited process, include your order number and images of the damaged packaging/product with your submission. After 3 business days all claims of damaged or defective parts will be refused. Auroplug must be notified of defect/damage before the item is installed, painted, and modified in any way. Shipping damage claim will be filed with the shipping company by Aeuroplug or by Aeuroplugs’ supplier who shipped the item directly to the customer. At the point Aeuroplug has confirmation that the shipping damage claim has filed with the shipping company and/or confirmed that the product(s) have been defective from the product’s carrier, Aeuroplug will issue a prepaid shipping label from the carrier and customer has to drop off the package at a local shipping hub for the shipping company.
The Shipping Companies we use have a 5 business day window in which we can file a shipping claim. This claim submission stipulation is not controlled by Aeuroplug and we have no ability to affect the outcome of a shipping claim outside of this time window.
Please note that on international returns, Aeuroplug is not be responsible for any return shipping costs. All refunds to be issued will be temporarily postponed until damage claims are settled with the carrier. If it is determined that the damage to the return shipment was not caused by the courier, then the customer will not be entitled to any refunds and the item can be shipped back at clients’ expense. A fee may also be charged for any missing items that were prior included in the package
Any parts damaged due to installation by the customer are the responsibility of the customer and can not be returned for a refund. No parts that have been installed, painted, or modified in any way can be returned.
Wrong Parts Ordered
Aeuroplugs very detailed product description makes every attempt to accurately describe the parts we sell and clearly state their application. We offer free, easy to access support by phone and email to answer any questions regarding the parts we sell. It is recommended that the customer verify that the parts match intended application before submitting order. In the situation a wrong part is ordered by the customer or if the part is no longer wanted, the customer must contact Aeuroplug within 30 days of receiving the item to request a refund or exchange. It is the customer’s responsibility to review the receipt e-mailed to them for accuracy and notify Aeuroplug to make any changes before the item is shipped. Shipping fees are non-refundable including actual shipping costs incurred by Aeuroplug with any "Free Shipping” offer. Additional fees will be charged for any missing parts, damage to the item, or is not in resalable condition. No Returns on any parts that have been installed, modified, painted, or damaged.
Any product that is custom made or made to order can only be returned to Aeuroplug at own discretion. All requests to return products of this nature will be addressed on a case by case basis.
Wrong Parts Received (Shipping Error - Correct Parts Were Ordered)
Parts damaged due to faulty installation by the customer are the responsibility of the customer and can not be returned for a refund. No parts that have been installed, painted, or modified in any way can be returned.
Aeuroplug works very hard to ship all orders quickly and accurately. Occasionally, a mistake is made and the customer receives the incorrect part. It is required that the customer verify that all delivered items match the Sales Order before any installation takes place. If the item has been installed, painted, or modified in any way, the customer now owns the part and it is non-returnable. In the case incorrect items are received, the customer is responsible to contact Aeuroplug within 15 days to report the error. After 15 days all sales are final. If the error is verified by Aeuroplug, an exchange for the correct item will be processed. The customer must ship back all item(s) in their original packaging with 100% of the original contents prior to sending out the replacement product. Aeuroplug will not ship out the correct merchandise until confirmation of receipt of product is acquired, customer may opt to place a deposit which is 100% of the cost of the item in order to expedite the shipment of the correct product. Once the return shipment is received Aeuroplug will issue a full refund for the additional purchased product. If the customer decides not to keep the product instead of receiving a replacement because it is damaged, defective, incorrect, and/or lost in transit, a 25% restocking fee will be applied for the return as this will then be considered a return under the conditions of "Decide Not to Keep Parts” or 10% restocking fee for store credit. All refunds pending will be temporarily postponed until such damage claims are settled with that courier. If it is determined that the damage to the return shipment was not caused by the shipping company, the customer will not be entitled to any refunds and the item can be shipped back at customers expense.
For all deliveries, including freight shipments, it is the customer's responsibility to provide accurate contact and delivery information. In the event, a failed delivery due to incorrect information being provided. The customer will be responsible for paying all incurred return shipping fees and will need to submit and additional payment to have the item shipped again. If the customer chooses to request a refund instead of reshipping the item, all shipping fees (both initial and return shipping) will be deducted from the refund. Likewise any delivery that is refused at the door will incur the same fees to cover return shipping, all of which will be deducted from any refunds issued.
In the event that a shipment is lost by a shipping company (UPS, FedEx, USPS, etc.), a claim will be filed by the original shipper with that shipping company. Aeuroplug reserves the right to issue any and all refunds, exchanges or replacements until the shipping company has reimbursed Aeuroplug for the insured value of the lost shipment.
All shipments that are sent out from Aeuroplug location will carry an insured value. Any lost or missing shipments will be pursued with the corresponding shipping company for that shipment. Due to the fact that some products sold by Aeuroplug are not actually stocked by Aeuroplug, any insurance claims for lost or missing shipments will be conducted solely by the discretion of the supplier that originally shipped out the merchandise. Aeuroplug does not have any authority to carry out and such insurances claims if Aeuroplug was not the original shipping company.
For non-signature required shipments: If the tracking information that corresponds to a shipment confirms that the product was delivered to the intended address the customer assumes all responsibilities and liabilities for the receipt of that shipment. The customer is the one who provides Aeuroplug with the shipping information and in doing so absolves Aeuroplug of any liabilities for missing or stolen deliveries.
If your order has not been charged, you may cancel without penalty. If your order has been packaged, labeled for shipment, or charged, a 5% fee will apply to cancel your order due to the work our staff has put in already. Please note that most orders are pulled from inventory, labeled, charged, and ready for shipment very quickly after your order is placed, so please do not order unless you mean to actually receive and pay for your items. Aeuroplug reserves the right to cancel any unshipped order without customer approval, and the customer will be notified. If an order has already shipped and the customer wants to cancel it, the Return Authorization procedure must be followed, the customer is responsible for all return shipping/re-routing fees, also a restocking fee maybe applied. Refusing delivery of an item does not constitute an order cancellation and a 25% restocking fee will be applied for a refund or 10% restocking fee for store credit.
Occasionally, parts ordered may not be available and a back-order is required. Aeuroplug provides special order form paperwork for backorder situations. This paperwork supersedes the above mentioned "Order Cancellation” procedures and backordered items are subject to the terms stated in your special order form. If possible to ship without any additional fee, all items from your order that are not back-ordered will be shipped directly to you. If the other items can be shipped with an additional shipping cost, you will be notified for approval of this cost before we ship these items.
Special order items are subject to the terms stated in the special order agreement and the terms specified in the "order cancellation” procedures do not apply to backordered or special ordered items. All sales are final on Special Orders unless otherwise stated.
Pre-payment is required for all special/custom order items. Most special/custom order items are 50% non-refundable unless items are Damaged, Defective, or Incorrect. Most special/custom orders cannot be cancelled once production on items has begun by the manufacturer. Cancelling such orders will result in no more than a 50% refund as stated in the "Special Order Form".
Refunds will be made using the same method of payment as the original transaction. Refunds on credit cards/debit card shall be refunded to the same card number used for purchase.
Refunds granted by Aeuroplug under special circumstances (IE: Product manufacturing issues, product delays, etc) requested after 120 calendar days from the original transaction date will be issued as store credit only, no exceptions.