Refund policy

RETURN POLICY

Though the vast majority of our orders result in happy customers, things do occasionally happen. We strive to ensure customer satisfaction, and we will work quickly to resolve the situation. As such, please review our policies regarding returns.

Rusty's is not responsible for items missing from your order after 7 days of order receipt, please check your order for missing parts or incorrect parts as soon as you receive.

No returns are accepted after 15 days of receiving your purchase. Returns are subject to a minimum of 20% restocking fee and must be inspected and approved prior to credit being issued. Most approved returns are good for store credit only. 

Contact our customer service department and obtain an RMA number. Items returned without an RMA number will not be accepted.

All returns must be in “like-new” condition with all original packaging and documents. No items that have been installed or modified in any way are accepted. We mean even pulled out of the bag and put in the location, If it is out of the package and you decide to return , we won't be able to take it back. We don't sell any one used parts, and you wouldn't want to receive a part that had been installed and returned.

 The following items cannot be returned for any reason: custom parts, special order parts, carpet kits and floor liners, tires and wheels that have been mounted, tops of any kind, electrical items.

Customer is responsible for all shipping costs associated with a return where Rusty’s Off-Road is not at fault. This includes original shipping costs and all return shipping costs. 

Should there be any questions about a warranty, defect, or return issue, before initiating the formal return process, we encourage customers to send an inquiry to our customer service department’s e-mail address (located on the Contact Us page) and be prepared to send any supporting pictures or measurements related to your inquiry. We have found the vast majority of our return claims could have been resolved without actually returning products. These inquiries also virtually eliminate warranty denials after customers incur the expense of sending parts in for inspection.

RETURN WINDOW

Returns are accepted within 14 days of receiving your purchase.

WRONG / MISSING PRODUCT

If you believe you have received the wrong parts, or have been shorted parts, please double-check the order first. Part numbers received should match what is on the order. If you believe an item is missing from your order, please carefully inspect packages and packing materials. We will sometimes combine smaller products within a larger product’s box to reduce shipping costs to customers. Also, it is easy for small items to hide behind and under the packing material.

Please contact us immediately regarding any mistakes with your order. You must alert Rusty’s of any errors within 7 business days of receipt of merchandise.

In the event a problem is found, Rusty’s Off-Road will determine the simplest, quickest, and most convenient way to resolve the issue. Rusty’s will issue a return / call tag on any mis-shipped items when it is determined to be our fault. A temporary charge may be made on your credit card till incorrect parts are returned by a pre paid return label. Once we receive the incorrect parts the credit card charge will be canceled. This is to insure we get the incorrect parts back. We always strive for perfect shipping records, but unfortunately, we are human, just like you. On rare occasions mistakes will happen.

CANCELLATIONS

If you intend to cancel your order for any reason, please do so within 30 minutes of placing the order. After normal business hours, when you cannot call and speak to a live Representative, please call our office (256-442-0607) first thing the next morning. We open at 8:00 AM CST.

You cannot cancel an order via e-mail. You must talk with a live sales representative over the phone to cancel your order. There will be a cancellation fee of up to 10% on all cancelled orders. Rusty's Off-Road reserves the right to cancel any order for any reason.

Some financial institutions may take up to 14 business days for a credit to be placed back in your account.

EXCHANGES

Rusty’s Off-Road will accept exchanges as long as the items are new, unused, and in their original packaging. Customer is responsible for all shipping costs associated with an exchange.

DAMAGED ITEMS

Please check your order upon receipt. Rusty’s is not responsible for damaged items if we are not notified within 7 business days of receipt. Merchandise damaged in transit should be reported to Rusty's as soon as possible. Rusty's will contact the shipper and file a claim or report the package lost. We will do everything we can to get the package found or replaced as soon as possible. 

Clearance, Scratch and Dent, Discontinued Products:

Items listed as Scratch and Dent, new-in-box discontinued products, or closeouts products. When available, the condition of these products is noted in the product page. We are not responsible for item finish, hardware, fitment, or overall product condition. ALL SALES ARE FINAL and can not be returned.