Refund and Returns Policy
RETURN POLICY – Returns made easy:
Step 1: Simply fill out the Return Merchandise Authorization form found here .
Step 2: Receive an email in 48-72 hours with an RA number to write on the box.
Step 3: Send your return item back to:180 West 9210 South Sandy, Utah 84070
Step 4: The return product is checked in at our warehouse and we refund your money
Step 5: Refunds take 5-8 business days to process once the part has been received.
How do I return my item?
You have 30 days to return a product. Avatar Metal Works will issue you a Return Authorization (RA) number which is required to return a product to our warehouse. Products returned without an RA number will not be accepted at the warehouse. Customers must adhere to the return policy in order for a product to be returned. Please contact us directly at 801-569-8899 so that we can work to resolve the issue. Then submit your return information in our easy to use returns submission on this page. RA numbers will be sent to your email in 48-72 hours. Once you receive your RA number, clearly label the return package with this number using a permanent black marker. Without an RA number, the warehouse does not know what product is being returned and by whom. Customers are responsible for return shipping charges on ALL returns. No returns are allowed on special orders, discontinued items, installed parts, painted products or custom powdercoated parts. Pay close attention to your order upon delivery. Please check for damages to your product when accepting your order. Customers are responsible for using existing packaging or re-packing your return. You are required to return the package in NEW condition and in the same packaging or your refund will be denied.
1. Good Returns: Products must have been purchased within 30 days with a confirmed order number.
2. Defective Returns: Outside 30 day window or past manufacturer warranty
3. RA form must be accurately completed.
4. Accurate explanation disclosed with prospective warranty problem.
5. Numbers match, part/description/RA #
Avatar Metal Works reserves the right to refuse credit per, but not limited to the following conditions:
1. Items returned for non-warranty issues.
2. Improper RA
3. Products returned missing parts.
4. Avatar Metal Works is not responsible for return shipping charges when customer is at fault or changes their mind.
5. The customer is responsible for shipping charges if the incorrect part number is ordered.
What if a customer orders an incorrect part or is dissatisfied with either the part or delivery?
If a customer orders the wrong part or is dissatisfied with the product (Color, Texture, Appearance) or logistic services (Transit or Delivery Times) or for ANY reason, the customer is responsible for the following:
1. The customer is responsible for the cost of return shipping
2. The customer is responsible for any restocking fees that apply
3. The original cost of shipping will be deducted from the total amount of the refund.
Why is this our policy for customers ordering incorrect parts? The process of shipping and returning bumpers and or roof racks is expensive. When you order a product from our store, we pay a shipping company to transport the product from our warehouse to your location. When a product is returned, this cost is not recoverable. Therefore the original cost of shipping will not be refunded.
Do you accept returns on over-sized products and shipments?
Most over-sized items are non-returnable and non-refundable. If the product you ordered has been damaged in transit please contact us immediately. We will make sure a damage claim is filed and work on issuing a replacement. Please make sure you order the correct product when purchasing over-sized items. Examples of oversized items (but not limited to) include: Grille Guards, Front Bumpers, Rear Bumpers, Ladder Racks, Headache Racks, Roof Racks) Please contact us if there has been a mistake on your over-sized order at 801-569-8899
Do you accept returns on modified, installed or altered products?
Avatar Metal Works will not issue credit or refunds for items that have been altered or modified. This includes products that have been installed on your vehicle. If a product is damaged in transit you must contact us first. However, if there is an issue with installation please call us so we can help take care of you.
When can Avatar Metal Works refuse credit or returns?
We check all returned product for missing parts and damages. Avatar Metal Works has the right to refuse credit to any customer if a product is damaged, altered, modified or missing parts.
How much is the restocking fee?
Avatar Metal Works charges a 20% restocking fee for any product returned. As a family owned and operated company, all returned products require additional labor and man power. If we make a mistake we will try and make it right. Sometimes this means waiving the restocking fee. Remember, taking care of you is our number one priority.
Can I exchange a product?
No, we do not offer exchanges. If you need to return a part please follow our return guidelines. To order the correct part simply replace your order for the correct part.
What if my item is damaged in transit?
If your product is damaged in transit please contact us immediately! Avatar Metal Works is not responsible for damage to over-sized items (including but not limited to: grille guards, bumpers, roof racks) that are signed for by the end customer without notating the damage on the receiving documents. Any item that is signed for by a shop or customer cannot be returned. (No Exceptions.) By accepting a damaged shipment you are releasing Avatar Metal Works of any financial responsibility.
How do I return something that was damaged in transit?
If the order was not signed for as damaged, please contact us immediately. We will request a Return Authorization for the damaged items. Please send clear pictures showing the damaged packaging and product along with the order # to firstname.lastname@example.org. *please read return policy for full details