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Customer Policies and Agreements

Steve Millen Sportparts, Inc.
Customer Policies and Agreements

For purposes of this Visitor Agreement, Steve Millen Sportparts, Inc. consists of:

  • www.stillen.com and any other Website (desktop and mobile) that we identify as a part of the Steve Millen Sportparts Group. Like our Stillen Garage blog on blog.stillen.com
  • Content from our websites that we offer for display on third-party websites or in third-party apps
  • Services or information that we may provide to you in the form of emails, texts (SMS) or chats, or by or through any other communication channel

We provide SMSP, and our services, products, and information, to you subject to the provisions of this Visitor Agreement. By using SMSP’s website and blog or viewing its content, you accept and agree to be bound by this Visitor Agreement and each of its provisions. This is a legally binding agreement between you and us, so please read it carefully.

DISCLAIMERS

Basic Product Disclaimer:

All products are to be used in accordance with state and federal laws.  SMSP (STILLEN) is not responsible for the unlawful use of any product.  Some products may be illegal in your area; user must research and follow state, local, and federal laws.  Many high performance products require expert installation and or a high degree of driving skill.  To decrease chances of injury, user should undertake driving instruction and make sure to operate vehicle in a safe and legal manner at all times.  User should have parts installed on their vehicle by a trained and certified mechanic.

By submitting an order with SMSP user agrees that they understand that it is their responsibility to use and operate all items in a safe and legal manner and that they assume all responsibility.  User further holds SMSP harmless from the use of any item they have purchased.

In situations where SMSP advertises an increase in horsepower this advertisement is not a guarantee of performance.  It must be understood and agreed to that there are many variables during a performance test such as but not limited to; weather, altitude, vehicle configuration, other modifications, fuel quality, and more.  The horsepower gains are advertised to show recorded data gathered during testing and are to be used for reference purposes only.

Some products such as but not limited to; brake rotors, exhaust systems, air intakes, and more may have a different sound than the OEM part they replace.  In most cases this is a feature of the product.  This different sound does not mean that there is anything wrong with the product and would not be a reason for a return and/or replacement.

Manufacturing Year and Vehicle Applications:

All vehicle applications are meant to be used for the United States since our products are based on, and designed for, United States vehicles. Please check with us or verify with our distributors before purchase of parts. SMSP is not responsible for incorrect information provided by the distributor.

General Disclaimers:

  • If paying by credit card, we must ship to the credit card billing address.
  • If paying by PayPal, the ship-to address on your PayPal account MUST MATCH the ship-to address of your SMSP order. To prevent a rejection of your order, please login to your PayPal account and update your shipping address before moving forward with your SMSP order.
  • “Special Order” items cannot be canceled, exchanged, or returned. NO EXCEPTIONS.
  • Product photos may vary slightly from the actual product due to lighting, photo angle, or alternate manufacturers. Some products, like gauges, have different variations and could be represented by a general photo of the actual product with a different gauge face or setting (mph vs kph, etc). By proceeding with the purchase of these products, you agree to these terms by conducting the transaction.  If you have any questions, please contact us.
  • Any modifications made to SMSP parts outside of what is documented in your instruction manual will automatically void warranty and cannot be returned (e.g. powder coating, heat treatment, welding, heat wrapping, cutting, etc.)

Order Processing and Customer Service

SMSP strives to fulfill orders as quickly as possible. Orders submitted before 1pm Pacific Standard Time Monday-Friday will be processed the same day. Any orders received after 1pm will be processed as quickly as possible; however, cannot be guaranteed to be processed the same day. Questions regarding orders including orders placed or request for order cancellation should be sent to orders@stillen.com.

SMSP Customer Service is available to assist with general inquires, product information, policies and order status. SMSP Customer Service is available at  customerservice@stillen.com or by calling 714-540-5566.

Domestic Shipping:

Merchandise in most cases are shipped by FedEx Ground or UPS Ground, except for Alaska, Hawaii, and US territories. Shipping cost for the above exceptions may be extra and are not included in the shipping cost.

  • We do not ship to PO Boxes, APO or ANY MILITARY ADDRESS. We must ship to physical addresses only.  If paying by credit card, we must ship to the billing address of the credit card.
  • Refused or undeliverable shipments will not be granted a refund. There will be a surcharge for all refused/undeliverable packages. NO EXCEPTIONS!

International Shipping:

  • The buyer is responsible for all customs and duties FEES APPLICABLE. Shipments to Canada are shipped FedEx ground.

SMSP RETURN POLICY

We understand there are times when it’s necessary to return part or all of your purchase. If you need to return a product, a Return Merchandise Authorization (RMA) number is required to process your return. SMSP will issue an RMA for products eligible for return. Contact us at returns@stillen.com.

Returns will only be accepted within 30 days after the product ship date, and ONLY if a Return Merchandise Authorization (RMA) number has been issued. SMSP reserves the right to refuse any package returned to us without authorization. SMSP reserves the right to charge a minimum of 15% for a restocking fee at our discretion. Credit card orders canceled for any reason other than the product being on back order or out of stock are subject to a 3% cancellation fee at our discretion (see “Order Changes and Cancellations” below for more information). Original outgoing freight charges will be deducted from the refund if the order had initially shipped at no charge.

IMPORTANT: Please check all merchandise for damage or defect when you receive your order, and before the item is used or installed. If an item is damaged in shipping, contact us within 24 hours at returns@stillen.com.

What products are eligible for return?

  • Products in new, resalable condition in the original packaging that have not been assembled, disassembled, installed or modified in any way
  • Products damaged in shipment
  • Products deemed by SMSP to be defective

What products are NOT eligible for return?

  • Non-defective used, modified, disassembled or installed parts
  • Items Marked “Non-Returnable” (clearly indicated on the product page or sales document)
  • Chips/Tuners
  • Special Order Items
  • Wheels that have had tires mounted on them
  • Painted parts, including items the customer has painted
  • International orders are non-returnable
  • All freight (truck) shipment items are non-returnable
  • Special order items

If we sent you a different product from the one you ordered, we will replace the product and process your return at no charge. Please contact us within 72 hours of receiving an order with incorrect items.

An aftermarket exhaust system will change the note/tone of your exhaust system, generally causing an increase in sound.  While almost all of our customers like the tone of a SMSP exhaust system.  SMSP does not make any guarantee that this tone will suit your personal preferences.
If you receive a defective item, and it has not been used, modified, disassembled or installed, SMSP will, at its discretion, replace or repair the item at no charge.
SMSP is not responsible for any additional costs incurred, including but not limited to: labor, freight, rental vehicle, or subsequent damage caused by product.

Shipping Your Return

When shipping an item back to us, we recommend that you use UPS, FedEx or any other carrier that offers signature confirmation and insurance. SMSP is not responsible for lost or damaged packages. Only the signature of a SMSP employee will suffice as proof of delivery. You agree to incur all shipping and insurance charges, and all risk of loss during return shipment.

If your return has not been processed within 3 weeks, please contact us at returns@stillen.com so we can check the status of your return.

  • Returning products that are not what was documented in the return paperwork will be considered an act of fraud.
  • If the item(s) being returned is not re-packaged properly and suffers damage in shipping (at no fault of the carrier), upon inspection we will determine the extent of the damage and will adjust any refund or credit accordingly.

Order Changes and Cancellations

If you place an order then need to change or cancel it, we strongly suggest you call us at 1-800-598-8568 as soon as possible after placing your order as we ship most orders quickly! If you email us, we may not receive it in time to stop the order from shipping out. Please double check that your order details are correct before submitting your order.

An order that has already shipped cannot be canceled. Please contact us at returns@stillen.com to set up a Return Merchandise Authorization (RMA) once your order has been received. Canceled orders are subject to a minimum 10% restocking fee at our discretion. International orders are final and cannot be returned. Orders valued at $1,000 or more will be subjected to a 3% cancellation fee at SMSP ’s discretion if order is canceled beyond the same business day that the order was originally placed or unless customer is canceling due to excessive lead time.

Orders changes and cancellations submitted before 1pm Pacific Standard Time Monday-Friday will be processed the same day. Any order changes and cancellations received after 1pm will be processed as quickly as possible; however, cannot be guaranteed to be processed the same day. Questions regarding orders including orders placed or request for order cancellation should be sent to orders@stillen.com.

Products Damaged in Shipment

SMSP will replace a product damaged during shipment at no charge. If you receive an item that has been damaged in shipping, please contact us within 24 hours of receipt and we will have a new product sent to you, and initiate a carrier claim for the item.

Please hold on to the original packaging and packing material because many carriers will need to inspect the items. A carrier representative will contact you to set up a convenient time to inspect and pick up the package for return.

In cases where a replacement product is sent, we will send you a FedEx or UPS return tag to return the product back to us. If the original item is not returned within 30 days you will be charged for the replacement item that was sent.

Return Processing

Most returns will be processed within ten (10) business days of receipt (not including the day the package is delivered). Refunds will be issued back to the original form of payment. If the original form of payment is no longer valid, the refund will be issued in the form of store credit applied to your SMSP account. Store credit is not redeemable for cash.

If your return has not been processed within 3 weeks, please contact us at returns@stillen.com so we can check the status of your return.

Unauthorized Return Shipments

If you return a product without first contacting our Returns Department at returns@stillen.com for a Return Merchandise Authorization (RMA) number, it may take up to 3 weeks to be processed and SMSP may charge a minimum 10% restocking fee at our discretion.

Undeliverable or Refused Shipments

Packages will be returned to us by the carrier if they cannot be delivered due to incomplete or incorrect addresses, are not picked up from a FedEx or UPS facility, or if you or the recipient refuses delivery.

All packages returned to us as undeliverable or refused can take up to 3 weeks to be processed. SMSP may charge a minimum 10% restocking fee at our discretion.

SMSP reserves the right to change or amend the return policy and procedures at any time without notification. Some rules and restrictions may apply. Refund or store credit amount may vary.

WARRANTY INFORMATION:

Exhaust:

The manufacturer warrants that all SMSP Exhaust Performance Products are free from defects.  Most of our exhaust products are warranted against blowouts and defects in material and workmanship for as long as the original purchaser owns the vehicle on which it was originally installed.  The warranty is void if the exhaust products are not installed properly on the vehicle for which it is designed.  This warranty does not apply to any exhaust product which has been installed on any commercial or racing vehicle or which has been improperly installed, altered, or subjected to misuses or damage from accidents.  Also, cost of labor and any additional parts required to complete installation of a replacement product are not covered by this warranty.

Proof of purchase, MUST be presented to the service outlet from which you originally purchased the exhaust product, or any participating dealer, when making a claim for replacement.  The original exhaust product must also be returned and exchanged for a new exhaust product of the same part number. SMSP acknowledges that parts may be discontinued. If the exhaust product has been discontinued, SMSP may not be able to offer a replacement option.

No other warranty, expressed or implied (including merchantability), applies to the exhaust product, nor is any person or the manufacturer authorized to assume any other warranty.  The manufacturer does not assume any responsibility for any consequential damages occurred by the exhaust product, or inconvenience or interruption in any operation.

 

This warranty does not extend to cosmetic blemishes and/or finish deterioration.  Stainless steel does require cleaning and maintenance to retain its finish.  Failure to do so can result in surface corrosion which is not covered by warranty.

SMSP does not warranty other companies and/or manufacturers product and/or work. If the installer of the product fails to follow SMSP instructions or causes damage to the vehicle during the installation of this product this must be resolved between the customer and the shop performing the work.

This warranty gives you specific legal rights, and you may also have other rights which vary from state to state.

Stainless Steel Systems: Limited Lifetime Warranty against manufacturing defects and rust through.

Intakes:

The manufacturer warrants that all SMSP Air Intake Products are free from defects.  Most of our intake products are warranted against failures and defects in material and workmanship for as long as the original purchaser owns the vehicle on which it was originally installed.  The warranty is void if the air intake products are not installed properly on the vehicle for which it is designed.

This warranty does not apply to any air intake product which has been installed on any commercial or racing vehicle or which has been improperly installed, altered, or subjected to misuse or damage from accidents. Also, cost of labor and any additional parts required to complete installation of a replacement product are not covered by this warranty.

Proof of purchase, MUST be presented to the service outlet from which you originally purchased the intake product, or any participating dealer, when making a claim for replacement.  The original air intake product must also be returned and exchanged for a new air intake product of the same part number. SMSP acknowledges that parts may be discontinued. If the intake product has been discontinued, SMSP may not be able to offer a replacement option.

No other warranty, expressed or implied (including merchantability), applies to the air intake product, nor is any person or the manufacturer authorized to assume any other warranty.  The manufacturer does not assume any responsibility for any consequential damages occurred by the air intake product, or inconvenience or interruption in any operation.

This warranty does not extend to cosmetic blemishes and/or finish deterioration. SMSP air intakes are manufactured out of various materials each requiring care and maintenance. SMSP does not guarantee that these finishes will not deteriorate with age and use and this deterioration may be accelerated with neglect and misuse.

This warranty gives you specific legal rights, and you may also have other rights which vary from state to state.

SMSP does not warranty other companies and/or manufacturers product and/or work.  If the installer of the product fails to follow SMSP instructions or causes damage to the vehicle during the installation of this product this must be resolved between the customer and the shop performing the work.

Sway Bars:

The manufacturer warrants that all SMSP Sway Bar Products are free from defects.  Most of our Sway Bar products are warranted against failures and defects in material and workmanship for as long as the original purchaser owns the vehicle on which it was originally installed.  The warranty is void if the Sway Bar products are not installed properly on the vehicle for which it is designed.  This warranty does not apply to any Sway Bar product which has been installed on any commercial or racing vehicle or which has been improperly installed, altered, or subjected to misuse or damage from accidents.  Also, cost of labor and any additional parts required to complete installation of a replacement product are not covered by this warranty.

Proof of purchase, MUST be presented to the service outlet from which you originally purchased the sway bar product, or any participating dealer, when making a claim for replacement.  The original sway bar product must also be returned and exchanged for a new sway bar product of the same part number.

No other warranty, expressed or implied (including merchantability), applies to the sway bar product, nor is any person or the manufacturer authorized to assume any other warranty.  The manufacturer does not assume any responsibility for any consequential damages occurred by the sway bar product, or inconvenience or interruption in any operation.

This warranty does not extend to cosmetic blemishes and/or finish deterioration. SMSP sway bars are manufactured out of various materials each requiring care and maintenance. SMSP does not guarantee that these finishes will not deteriorate with age and use and this deterioration may be accelerated with neglect and misuse.

This warranty gives you specific legal rights, and you may also have other rights which vary from state to state.

SMSP does not warranty other companies and/or manufacturers product and/or work.  If the installer of the product fails to follow SMSP instructions or causes damage to the vehicle during the installation of this product this must be resolved between the customer and the shop performing the work.

Urethane:

The manufacturer warrants that all SMSP Poly-Urethane Products are free from defects.  Most of our soft Poly-urethane products are warranted against failures and defects in material and workmanship for as long as the original purchaser owns the vehicle on which it was originally installed.  Most of our hard Poly-Urethane products are warranted against defects in material and workmanship for as long as the original purchaser owns the vehicle on which it was originally installed.  The warranty is void if the Poly-Urethane products are not installed properly on the vehicle for which it is designed.  This warranty does not apply to any Poly-Urethane product which has been installed on any commercial or racing vehicle or which has been improperly installed, altered, or subjected to misuse or damage from accidents or impacts.  Also, cost of labor and any additional parts required to complete installation of a replacement product are not covered by this warranty.

Proof of purchase, MUST be presented to the service outlet from which you originally purchased the Poly-Urethane product, or any participating dealer, when making a claim for replacement.  The original Poly-Urethane product must also be returned and exchanged for a new Poly-Urethane product of the same part number.

No other warranty, expressed or implied (including merchantability), applies to the Poly-Urethane product, nor is any person or the manufacturer authorized to assume any other warranty. The manufacturer does not assume any responsibility for any consequential damages occurred by the Poly-Urethane product, or inconvenience or interruption in any operation.

This warranty does not extend to finish deterioration. SMSP Poly-Urethane products must be stored in a cool, dry environment, out of direct sunlight when not installed on the vehicle.  Improper storage can lead to material warping, discoloration, and other results. SMSP does not guarantee that these finishes will not deteriorate with age and this deterioration may be accelerated with neglect and misuse.

SMSP is not responsible for costs incurred due to the customer or body shops failure to test fit and/or inspect product prior to painting. SMSP is not responsible for costs incurred due to the customer or body shops failure to follow SMSP instructions on the proper cleaning and preparation of parts prior to painting.

This warranty gives you specific legal rights, and you may also have other rights which vary from state to state.

SMSP does not warranty other companies and/or manufacturers product and/or work.  If the installer of the product fails to follow SMSP instructions or causes damage to the vehicle during the installation of this product this must be resolved between the customer and the shop performing the work.

Brake Pads:

The manufacturer warrants that all SMSP Brake Pad Products are free from defects.  Most of our Brake Pad products are warranted against failures and defects in material and workmanship for one year on the components of the kit.  The warranty is void if the Brake Pad products are not installed properly on the vehicle for which it is designed.  This warranty does not apply to any Brake Pad product which has been installed on any commercial or racing vehicle or which has been improperly installed, altered, maintained, or subjected to misuse or damage from accidents.  Also, cost of labor and any additional parts required to complete installation of a replacement product are not covered by this warranty.

Proof of purchase, MUST be presented to the service outlet from which you originally purchased the Brake Pad product, or any participating dealer, when making a claim for replacement.  The original product must also be returned and exchanged for a new product of the same part number.

No other warranty, expressed or implied (including merchantability), applies to the product, nor is any person or the manufacturer authorized to assume any other warranty.  The manufacturer does not assume any responsibility for any consequential damages occurred by the Brake pad product, or inconvenience or interruption in any operation.

This warranty gives you specific legal rights, and you may also have other rights which vary from state to state.

SMSP does not warranty other companies and/or manufacturers product and/or work.  If the installer of the product fails to follow SMSP instructions or causes damage to the vehicle during the installation of this product this must be resolved between the customer and the shop performing the work.

Brake Rotors:

The manufacturer warrants that all SMSP Brake Rotor Products are free from defects.  Most of our Brake Rotor products are warranted against failures and defects in material and workmanship for one year on the components of the kit.  The warranty is void if the Brake Rotor products are not installed properly on the vehicle for which it is designed.

This warranty does not apply to any Brake Rotor product which has been installed on any commercial or racing vehicle or which has been improperly installed, altered, maintained, or subjected to misuse or damage from accidents.  Also, cost of labor and any additional parts required to complete installation of a replacement product are not covered by this warranty.

Proof of purchase, MUST be presented to the service outlet from which you originally purchased the Brake Rotor product, or any participating dealer, when making a claim for replacement.  The original product must also be returned and exchanged for a new product of the same part number.

No other warranty, expressed or implied (including merchantability), applies to the product, nor is any person or the manufacturer authorized to assume any other warranty.  The manufacturer does not assume any responsibility for any consequential damages occurred by the Brake Rotor product, or inconvenience or interruption in any operation.

This warranty gives you specific legal rights, and you may also have other rights which vary from state to state.

SMSP does not warranty other companies and/or manufacturers product and/or work.  If the installer of the product fails to follow SMSP instructions or causes damage to the vehicle during the installation of this product this must be resolved between the customer and the shop performing the work.

SMSP Brake Rotors are finished with a corrosion resistant plating material.  This material is removed by the friction between the rotor and pad.  During the time the plating is being removed the customer may feel and/or hear “unusual” noises.  In most cases this is the plating material being removed and is to be considered normal.  We can not give a timeline as to how long this will take to remove as there are many variables including but not limited to; driving style, driving type (highway vs. city), regularity of vehicle use, etc.  If the unusual characteristics persist past the point the plating has been removed please consult SMSP for further guidance.

Warranty Addendums:

  • Damages caused by improper use, installation, modifications and/or collisions will be considered user-error and will NOT be covered under warranty.
  • User assumes all risks and costs associated with the use of SMSP products.
  • Products purchased from un-authorized dealers will not be covered under warranty.
  • Warranties only cover the initial purchaser and will not transfer to second hand users.
  • Failure to provide the required invoice, images and/or warranty claim form will result in the denial of the warranty claim. NO EXCEPTIONS.
  • SMSP is not responsible for fees associated with the installation/removal/servicing of components.
  • KEEP YOUR FACTORY PARTS. SMSP will not provide temporary

License for Personal Use

We grant you a limited license and permission to access and use of SMSP Assets and our data and images but not to download any portion of it for any commercial purpose or to modify any portion of it, except with our written or e-mailed consent.

You may not use our names (the words “STILLEN” or “STILLEN.com,” “SSE” or misspelling or typographical variation of those words, whether alone or in conjunction with any other word or phrase), trademarks or service marks in any manner (including use in any meta-tags or any other “hidden text”) without our prior written or e-mailed consent.

Your SMSP Account

If you have signed up for an Account with SMSP, you are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer, and you agree to accept responsibility for all activities that occur in your Account.

Damages; Indemnification

You agree that you will be responsible for any damages resulting from any violation of this Visitor Agreement. You further agree to indemnify and hold SMSP and its affiliates, officers, directors, agents and employees, harmless from any claim or demand, including reasonable attorneys’ fees, made by any third party due to or arising out of your breach of this Agreement.

Choice of Law and Forum

This Visitor Agreement shall be governed by and construed in accordance with the laws of the State of California, excluding its conflicts of law rules. You agree that, unless expressly waived by us or we bring an action in a different jurisdiction, the exclusive jurisdiction for any claim or action arising out of or relating to this Visitor Agreement or your use of SMSP Assets and its properties shall be in the state or federal courts located in the County of Los Angeles, State of California, and you further agree and submit to the exercise of personal jurisdiction of such courts for the purpose of litigating any such claim or action. You also agree that in the event of any action to enforce or interpret this Visitor Agreement, the prevailing party shall be entitled to collect its reasonable attorney fees.

Severability

If any provision of this Visitor Agreement shall be deemed invalid, void or for any other reason unenforceable, that provision shall be deemed severable and shall not affect the validity and enforceability of the balance of this Visitor Agreement.