Refund policy

Refund and Returns Policy

Order Cancellation

Because our products are built to order, you will have a processing or "lead" time before you receive your order. This lead time varies depending upon our workload. It is nearly impossible to calculate the exact time we will have your product ready to ship so keep in mind that all projected lead times are an ESTIMATE. There are times when we may fulfill your order sooner than planned and times where we may be behind schedule and it may take longer than we anticipate. Please have patience with us on this matter. We want you to have the best quality product we can possibly make for you and that may mean we take a little extra time to make it just right. 

If at any point during the building process you feel you cannot wait any longer and want to cancel your order, please first contact one of our team members at 928-632-0216 so we can review your order details and discuss a resolution. If your order has already entered production, and you still wish to cancel, there is a 25% re-stocking fee for non-custom orders. If you ordered a custom product and it has already entered production, you are not eligible for a refund. If you are unsure if your order is custom, please don't hesitate to speak to one of our team members about your order. 

Returns

You have 14 days after you receive your order to request a return or exchange. If 14 days have passed since you have received your order, we cannot offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it in. It must also be in the original packaging, if applicable.

Several types of goods are exempt from being returned.

Non-returnable items:

  • Gift cards
  • Any item not in its original condition, damaged or missing parts
  • Product with obvious signs of use

To complete your return, we require a receipt or proof of purchase as well as an RMA provided by ProtoFab. Please do not send your purchase back to us without an RMA. We will send specific instructions based on your situation.

There are certain situations where only partial refunds are granted:

  • Any item that is returned more than 14 days after delivery

Shipping Returns

To return your product, you should first email your inquiry so we can evaluate the situation.

You will be responsible for paying for your own shipping costs for returning your item. We can generate a quote for you or you can use your own shipping method. All shipping costs are non-refundable.

We cannot guarantee that we will receive your returned item as the company responsible for transporting your item is not ProtoFab. You may consider purchasing shipping insurance. You can ask for this when we create your return label.

Refunds

Once your return is received and inspected, we will send you an email. This email will inform you that we have received your returned item and will let you know whether we have granted an approval for your refund.

If your return is approved, then your refund will be processed, and the refund will automatically be applied to your original method of payment, within 14 business after to return has been approved.

Late or missing refunds

If you are expecting a refund, but haven't received it, first check your payment account again before escalating the situation. If you do not see the credit, contact your credit card company/banking institution. It may take some time before your refund is officially posted by your payment processor.

If you've done all of this and you still have not received your refund, please contact us at info@protofab4x4.com.

Please do not request a refund by going directly to your card issuer and filing a chargeback. We will happily refund you if your situation qualifies.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@protofab4x4.com we will evaluate the situation and provide instructions from there.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you or the gift giver will get a refund on the original form of payment only. You will need to specify which option you are looking for.

Need more help?

Contact us at info@protofab4x4.com for questions related to refunds and returns.