Returns & Refunds
We work with many different manufacturers and suppliers, and some of them have their own return and refund terms. Where a brand's return terms are stricter than this policy, the brand's terms apply to that item. All return requests must still go through ExtrailAuto.
Brands Return & Refund Policies
Order Cancellations
Orders may be cancelled free of charge only before they are submitted for fulfillment. To cancel, reply to your order confirmation email or email sales@extrailauto.com with your order number and the reason for cancelling.
Once an order has been submitted to our supplier or fulfillment partner, a cancellation fee of 5–10% of the order value will be deducted from the refund to cover payment processing, administrative, and fulfillment handling costs. Payment processing fees (for example, PayPal fees) are non-refundable and are included in this fee.
Orders that have already shipped cannot be cancelled and must follow the return policy below.
Custom and made-to-order items cannot be cancelled or returned once the order is placed. NO EXCEPTIONS.
Returns Are Accepted Only For
- Items damaged in shipping or defective on arrival. Must be reported within 48 hours of delivery with photos. ExtrailAuto covers return shipping once the claim is approved.
- Wrong items shipped by us. Must be reported within 48 hours of delivery. ExtrailAuto covers return shipping.
- Unopened items in original, sealed packaging. Must be requested within 30 days of delivery. The customer pays return shipping, and a restocking fee applies.
We Do Not Accept Returns On
- Custom, made-to-order, special-order, or custom-feature items.
- Items that have been opened, used, installed, mounted, or test-fitted on a vehicle.
- Items that have been modified, painted, coated, cut, or drilled.
- Electrical and electronic items once opened, including LED lighting, light bars, wiring harnesses, switches, controllers, and winches.
- Items without their original packaging, or with packaging that is damaged, written on, or taped over by the customer.
- Items missing any parts, hardware, or instructions.
- Clearance, open-box, or items marked as final sale.
- Items returned without a valid Return Authorization (RA) number.
- Return requests made more than 30 days after delivery.
- Damage, shortage, or wrong-item claims reported more than 48 hours after delivery.
How to Return a Product
- Email sales@extrailauto.com within 30 days of delivery with your order number, the item(s) you want to return, and the reason. For damaged, defective, or wrong items, include photos of the item, packaging, and shipping label.
- If approved, we will issue a Return Authorization (RA) number and return instructions. Do not ship anything back before you receive an RA number.
- Write the RA number clearly on the outside of the package and on the shipping label.
- Ship the item back within 10 days of receiving your RA number, using a trackable and fully insured service, to the address we provide.
Any package received without a valid RA number will be refused, and the customer will be charged the return shipping costs.
Condition of Returned Items
All returns are inspected on arrival. Items must be unopened, unused, and re-sellable, in the original manufacturer's packaging, with all parts, hardware, and instructions included. Items that do not meet these conditions will not be refunded and will be sent back to the customer at the customer's expense, or disposed of if the customer does not pay for return shipping within 30 days.
Return Shipping
Except for approved damaged, defective, or wrong-item returns, the customer is responsible for all return shipping and handling costs. Return shipments must be trackable and insured. ExtrailAuto is not responsible for items lost or damaged on the way back to us, and any carrier claims must be filed by the customer.
Fees and Deductions
- A 20% restocking fee applies to all returns of unopened items. Freight, oversized, and truck-delivered items carry a 25% restocking fee.
- The original shipping cost, including "free shipping" and freight charges paid by ExtrailAuto, will be deducted from the refund.
- Payment processing fees are non-refundable.
Refused and Undeliverable Shipments
If an undamaged shipment is refused at delivery, or the carrier cannot deliver after multiple attempts (for example, due to an incorrect address), the customer will be charged the return shipping costs and the cost to resend the order. If the order is not resent, these costs, the original shipping cost, and the restocking fee will be deducted from the refund.
Refunds
Refunds are issued only to the original payment method, for the purchase price minus any applicable restocking, cancellation, shipping, and administration fees. Refunds are issued within 7 business days after we receive and inspect your return, and may take an additional 3–5 business days to appear in your account.