STILLEN's Return Policy
PLEASE NOTE: AT THIS TIME RETURNS ARE TAKING LONGER THAN USUAL TO PROCESS. WHILE RECOGNIZING NECESSARY SOCIAL DISTANCING MEASURES WE HAVE REDUCED STAFF IN AREAS OF OUR FACILITIES. AS SUCH WE ARE NOT ABLE TO DEDICATE A TEAM MEMBER TO RETURNS PROCESSING AT THIS TIME. WE ARE DOING OUR BEST TO PROCESS RETURNS BUT AT THIS TIME THERE IS NO GUARANTEED TIMELINE.
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. STILLEN will issue an RMA for products eligible for return. Contact us at firstname.lastname@example.org.
Returns will only be accepted within 30 days of you receiving the product, and ONLY if a Return Merchandise Authorization (RMA) number has been issued. STILLEN reserves the right to refuse any package returned to us without authorization. STILLEN reserves the right to charge a 15% restocking fee at our discretion.
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 72 hours at email@example.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
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)
- 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
- Installed items- Once an item has been installed it is no longer considered a "new item" and is ineligible for return.
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.
If you receive a defective item, and it has not been used, modified, disassembled or installed, STILLEN will, at its discretion, replace or repair the item at no charge.
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. STILLEN is not responsible for lost or damaged packages. Only the signature of a STILLEN 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 firstname.lastname@example.org so we can check the status of your return. During COVID-19 returns are taking longer than 3 weeks.
Order Changes and Cancellations
If you place and 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 email@example.com to set up a Return Merchandise Authorization (RMA) once your order has been received. Cancelled orders are subject to a 15% restocking fee at our discretion. International orders are final and cannot be returned.
Products Damaged in Shipment
STILLEN 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 72 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.
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 STILLEN account. Store credit is not redeemable for cash.
Unauthorized Return Shipments
If you return a product without first contacting our Returns Department at firstname.lastname@example.org for a Return Merchandise Authorization (RMA) number, we can not guarantee a processing timeline and STILLEN may charge a 20% 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. STILLEN may charge a 15% restocking fee at our discretion.
In the event of a defect that occurs outside our return policy, but within the manufacturer warranty, please contact the manufacturer directly to process your return. The manufacturer will have sole determination of the outcome of the claim.
STILLEN reserves the right to change or amend the return policy and procedures at any time without notification.
While STILLEN does offer free shipping this is only on the original sale. If you choose to return an item you will be responsible for the return shipping costs as well as the cost of the shipping to get the item to you.