Shipping/Return/Exchange Policy

Cancellation Policy - Order Cancellations: Cancellation fees are generally waived if a clerical error or some other reason was made and an email request was sent requesting the cancellation with 24 hours of the initial order being made. In case where no fee is applied, we reserve the right to issue a 97% refund, which covers payment processor fees we do not get back. Preorders are subject to their application-specific cancellation fees, while a 15% cancellation fee will otherwise apply to items held in stock but cancelled before fulfillment (if the fulfillment process has already begun). Made to order items cannot be canceled once the order has been confirmed and production has begun. 

Shipping Policy - Upon checkout, our webstore will automatically give you the available shipping options and their respective prices. You are entitled to your selected shipping method, otherwise we will refund you the difference and the cost of shipping (domestic only). If there is a situation where the wrong shipping method was used, please let us know and we will fix the situation. Please remember - shipping time is NOT turnaround time. 

International Orders - We are happy to ship worldwide to our international customers, however if you need any special requests prior to shipping, please email us to make sure we can accommodate you. Unfortunately due to the uncertainty caused by global shipping restrictions from the global COVID-19 pandemic, all international orders are shipped at customer's risk. We will not claim responsibility for lost packages once the carrier has picked it up, so please choose your shipping carrier method accordingly.  

A. Return Policy for Purchases

If a retail customer has directly purchased a product from Epsilon Aero and is dissatisfied with the item, they may contact Epsilon Aero customer service to initiate the return process. It is the responsibility of the customer/installer to ensure the correct size and application of the parts before proceeding with installation.

Please note that Epsilon Aero will not accept purchase returns on items not directly purchased from Epsilon Aero. Customers have a 15-day window from the date of purchase to initiate the return process.

All return shipments must be freight prepaid and insured against loss or damage, with a provided tracking number. No C.O.D. shipments will be accepted. Upon arrival at Epsilon Aero and prior to purchase return approval, the following conditions must be met:

  1. The item has not incurred internal or external damage.
  2. The item has not been installed or tampered with.
  3. The original packaging must be intact and in a resalable condition.
  4. The hardware and accessories included in the original package must be present (additional charges will apply for missing items).
  5. The Return Merchandise Authorization (RMA) number must be clearly labeled on the packaging.

Please be aware that a 15% restocking fee will be applied upon return approval, and the original shipping and handling charges are non-refundable.

B. Return Policy for Warranty Claims/Fitment Claims

Please note Epsilon Aero has the right to inspect and test fit all items subject to a warranty/fitment claim to ensure professional installation was done. In the event a returned item has been inspected and was determined that there were no fitment issues and the warranty/fitment claim is invalid, we reserve the right to apply a 30% restocking fee to cover the base restocking fee and the time spent to validate the fitment claim.

Special order items: no returns once order has begun production - no questions asked. Generally speaking, you have about a 24-hour window after the time of order to request a cancellation, however do note that due to new payment policies enacted by payment processors, we can only refund 96% of the original value, as the transaction fees are not refunded to us. 

Exchange Policy - The only exception is if we have grossly misrepresented the product or have sent you the wrong product than what you have purchased. In those situations, please send us an email within 48 hours of product receipt with any supporting information. We will review all information and give a final decision. We will cover return shipping if we are found at fault.

We have the right to approve or deny any return requests and all decisions made are final.