At Defeo we make returns as easy as possible. Our mission is to provide you with the best products and service in the Allison Transmission industry. We understand that customers sometimes change their minds about products that they order, or simply do not need them anymore. We also know that customers are cautious about Return Policies since they are often tricky and misleading. Our goal is to make the return or exchange process trustworthy, and as simple as 1-2-3.
If for any reason you are not completely satisfied with your purchase, you may return the item within 30 days of delivery of your order. Since we manufacture most of the parts we sell, inventory management is critical to our company. Work orders are created immediately once parts are sold, allowing us replenishes our shelves for future orders. For this reason any return for an item will be subject to a 15% re-stocking fee.
Products must be in original packaging and in a new and resalable condition.
Any product that was used or fully/partially installed is non-returnable.
Any product that appears to be exposed to water or water damage.
Shipping fees are non-refundable.
All returns must be made via our Return Procedure with a valid RMA form.
There are few non-returnable products & services that are listed in section below.
Order cancellations can only be requested prior to shipment or in some cases, prior to the start of the manufacturing or re-manufacturing process.
Please note: If the return of an item was caused by an error on our end or a manufacturer's part, shipping fees and re-stocking fees do not apply
To return a product you must first request a Return Merchandise Authorization (RMA). The RMA form will include an exact return address and detailed instructions on how to return a product. Please include a copy of the RMA provided with the items you are returning. You may request an RMA using the following methods:
Send an email to RMA@defeomfg.com
Call customer service @ 800.682.1290
Please let us know which particular component(s) you would like to return and the reason. You will receive an email/fax with an RMA form attached. Please allow up to 24 hours for this to process.
There are 2 ways you can go about exchanging a product:
Option 1 (Slower) – Use the standard return procedure to request an RMA for the part you need exchanged. In your request please specify the exact part(s) you would like to exchange to. Upon receipt of your returned product we will process an exchange and ship the new part. If there is difference in price, you will be either refunded or charged the difference.
Option 2 (Faster) – Order the new part online or over the phone so it can be shipped to you right away. Then request an RMA using a standard Return Procedure for the part you would like to return. Upon return of the part a refund will be issued promptly.
Defeo will not refund any labor charges or installation fees under any conditions. Defeo will also not offer reimbursement for any damage acquired during installation or any other use of a product.
DEFECTIVE, DAMAGED, OR INCORRECT PRODUCTS
We all know that accidents happen sometimes. If your product(s) arrive defective, damaged, or simply incorrect, please contact our customer service department as soon as possible. Please do not attempt to use or install the part! We will send you a replacement part and provide you with a prepaid return label to return the defective part. Product(s) must be returned to us within 30 days. If the damage was caused by a shipping courier using our shipping account, we will schedule the claim with the courier. If the product was shipped collect on a customer’s shipper’s account, the claim will need to be filed by the customer with their shipper. We recommend keeping all packaging, labels, parts, etc., associated with the shipment in your possession until a claim representative has seen them, or a claim has been awarded.
When a replacement part is requested to be shipped prior to the return of original merchandise, we must bill you for the replacement part until the original merchandise is returned.
When you request a cancellation of an order or a part, please note that it takes some time to cancel an order. This process may involve voiding orders in computer systems, removing items from backorder logs, having operations personnel pull items from production schedules, and sometimes stopping orders at the shipping dock. Also note that sometimes products ship more quickly than expected, so we recommend that you do not purchase alternative products until receiving final confirmation of your cancellation.
NON RETURNABLE PRODUCTS & SERVICES
The following products cannot be returned/exchanged for a refund.
Any ECU/TCM that has been pre-programmed for a customer. (We can take back to modify programming if necessary; addition programming charges may be applied as well depending on circumstances)
Any electrical component.
Any order where a deposit was taken and the manufacturing or re-manufacturing process has already begun. Depending on the stage of the order, the order may be able to be cancelled, but any deposit placed with the initial order is non-refundable.
Any custom ordered product or service.
Any transmission that has been sold. This applies to transmission cores, refurbished transmissions, and new transmissions.
Any parts, service, or transmission literature. This includes parts catalogs, service manuals, CD’s, etc.
Any Genuine Allison Part that had to be ordered that currently wasn’t in stock at the time of the order.
REFUNDS & CREDITS
After we accept your return, you will be issued a refund via the same payment method as you had originally used to place the order (Credit Card, PayPal, Bank Wire, Check, and Net terms). The refund amount will be composed of the original purchase price minus re-stocking fees and any shipping charges (Unless the part was defective or shipped in error). You will be sent an email confirming receipt of the return and your credit. Please allow an additional 7-10 days for the credit to appear on your account.