Return, Exchanges and Cancellation Policy
Cancellations
You may cancel your order at any time prior to receiving and order confirmation. However, once an order has been confirmed, it is immediately processed for shipping. Therefore, no orders can be canceled after receiving an electronic order acceptance.
In addition, all orders placed between Friday after 5PM PST to Monday 9AM PST cannot be canceled, as they are processed over the weekend for shipment.
Returns
We will only accept authorized returns within 30 calendar days of the date the product was received by the buyer or original recipient unless otherwise specified at the time of purchase.
All authorized returns must be unused and in their original condition, include all items and components that were included in the original package and cannot be disassembled, mounted, or damaged due to incorrect installation or user error. We are not responsible for labor expenses, towing expenses, additional repair expenses or rental car expenses caused by the use of wrong or defective parts during installation.
If your shipment arrived with a damaged or incorrect item, please repackage the item(s) in the original shipping container and refer to our Return Procedure
Upon receiving your order, inspect all packages thoroughly for missing, damaged, or incorrect parts. If you receive a damaged part, do NOT accept the package, have the shipper immediately return to sender. If the shipper has left a damaged package in your absence, immediately contact the shipper and have the package returned to sender. We must be contacted immediately if you receive missing, damaged or incorrect parts to prevent you from being charged freight on both receipt and return. We are not responsible for missing, damaged, or incorrect parts after 30 days, regardless of the party at fault. We are also not responsible for lost or stolen packages and all such claims must be processed through the shipping company.
Return Procedure
In order to obtain a Return Merchandise Authorization (RMA) Number, complete an online RMA form or call the Returns Desk.
- File online – Provide your order number, name, email address, phone number and the part number you wish to return, along with an explanation as to why the part is being returned. If you do not have your order number (or P.O#), please indicate when your order was purchased and the full name you used upon ordering.
- Call us – Call the Returns Desk at 1-(818) 617-9111.
- Use the Pre-Paid Shipping Label – For certain of our transactions, we may have included a return shipping label as part of your invoice. If there is a shipping label included on the back of your invoice you can peel it off and use it to return your product. Please take a moment to fill out the reason for your return and place it in the box you are returning to us.
All returns must be packaged securely. Please make sure to check if there are any special packaging instructions to ensure that no shipping damage occurs. We cannot be responsible for damaged returns resulting from inadequate packaging.
RMA Number(s) together with the return shipping instructions will be sent through email immediately after receipt of the fully completed form. An RMA number is required to track and process your return.
Freight Charge
Return freight charges are not reimbursable unless the return is due to a manufacturer’s defect or a direct result of an error on our part.
Refund Processing
Refunds normally process and credit within 2-3 business days of the warehouse receiving your part. Once the return has been processed, the refund will be credited to the payment method you used to buy the merchandise. You will receive a “credit approved” email the day you are credited. If the purchase was made through a debit or credit card, it may take an additional 1-7 business days for your financial institution to reflect the credit back onto your account.
Due to the nature of our products, dR does not accept returns on custom parts (lens etching, projector tuning service, etc.) Our standard restocking fee structure is outlined below.
Tier 1: Perfect condition. (Unopened & like-new) = 90% refund or 100% store credit.
Tier 2: Re-conditionable. (Packaging opened or damaged) = 80% refund or 90% store credit.
Tier 3: Inability to restock. (Product & packaging both damaged) = 70% refund or 80% store credit.
Exchange Policy
Parts may be exchanged if they are in like-new condition with their original unopened packaging for credit towards anything else in-stock. Please note: due to the nature of our products, dR does not accept returns/exchanges on custom parts. Exchanges must be made within 60 days of the original purchase date. If your returned part(s) cannot be restocked as “new” we reserve to right to deny the exchange or apply only a partial credit towards your new items. If you need to make a rushed exchange, you can order the new part first and then return the original for a refund without being subject to any restocking fees on the “exchanged” item. The RMA number for this process is provided in the order screen of your dR account page. Please allow 2-3 business days for your RMA request to be reviewed.
Refund Policy
If you return an item for a refund, it must first meet the criteria stated in our above returns policy. All returns must be received at dR within 30 days from their original purchase date. All refunds must be issued back to the original payment source. If an order is placed using store credit, and that order requires a refund, the store credit will be re-applied to your account. This policy shall apply to any product purchases or deposits. The RMA number for this process is provided in the order screen of your dR account page.
Shipping Costs on Returns/Exchanges
Return freight charges are not reimbursable unless the return is due to a manufacturer’s defect or a direct result of an error on our part. The customer is responsible for shipping costs to and from our shop. However, if the exchange is necessary because of our mistake, we will cover all shipping charges involved. Free shipping coupons are not valid on any exchange. If you used a free shipping promotion on your original order and returned that order for a refund or exchange, that promotion is then forfeited and the actual shipping costs will be deducted from the refund/store credit granted.
Warranties
What is the warranty on my Product
All Company products are covered by our Limited Warranty. If the product fails during the warranty period shown on your receipt, ship the product back and you will receive a replacement or refund. Warranty excludes damage caused by misuse, abuse, other faulty parts, improper installation or off-road, commercial or marine use. Warranties are limited to 90 days from the date of purchase and expire when you sell your vehicle. All warranties are non-transferrable and are only applicable to the original purchaser. dR warranties are honored only based on purchases directly from dR and no other vendors, dealers, etc.
THIS LIMITED WARRANTY REPRESENTS THE TOTAL LIABILITY OF COMPANY, FOR ANY PART OR PRODUCT. dR MAKES NO OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING THE IMPLIED WARRANTIES OF MERCHANTIBILITY OR FITNESS FOR A PARTICULAR PURPOSE. dR SHALL NOT BE LIABLE FOR ANY INDIRECT, SPECIAL, INCIDENTAL, OR CONSEQUENTIAL DAMAGES.
Some states do not allow limitations on how long an implied warranty lasts, or exclusion or limitation on incidental or consequential damages, so the above limitations may not apply to you. This warranty gives you specific legal rights, and you may also have other rights which vary from state to state.
Method of Shipment for Warranty Replacement
Shipments of products will be made by USPS First Class Mail and will be paid for by dR. If you are outside of the US, you will be required to pay only the shipping costs involved to deliver your product. If you are a customer of one of our distributors, the distributor is responsible for the warranty replacement and should be contacted to handle the replacement directly. If you prefer any other shipping method (i.e. overnight), you are responsible for the associated costs of said shipping method.
Incomplete Order/Missing Items
If you believe that an item is missing from your order, please help by emailing us a picture of your order contents, the packing slip, and the packaging it came with upon delivery. We will work with you to make sure you receive the correct/missing parts right away. Any missing or damaged-in-transit parts must be reported within 30 days of delivery. Beyond that, we will not be responsible for such parts or any associated costs to deliver them.
Shipping
Is Shipping offered outside of US
Yes, we ship to every country worldwide. For a shipping quote, please create an account and proceed through the checkout process on our website. Before you submit an order or provide any billing information, the website will display shipping options. Our customers are worldwide and all import duties, taxes, and brokerage fees are to be paid by the recipient. Such fees are not included in the shipping or product cost paid to dR. We will not able to assist with customs or tax documents with artificially low declared or “gift” values.
Shipping Options and Delivery Time
We offer shipping by UPS and the US Postal Service. UPS offers guaranteed transit times for their overnight and expedited services. USPS offers estimated transit times for their Express and Priority mail services, but absolutely no guaranteed delivery dates. We take zero liability for delayed delivery on all USPS shipments regardless of the so-called “guaranteed” delivery dates that show when tracking a package online and cannot apply for postage refunds. Once a package leaves our shop, the transit time is completely out of our control. Please beware that with USPS First Class, Parcel Post, or Priority Mail, the delivery time can vary from 2-30+ days depending on your location. Shipping costs are paid to the carrier and are non-refundable under any circumstance. These policies apply for all domestic and international shipments.
Point of Shipment
All items are shipped from our facility in Los Angeles, CA. Orders generally ship within 3 business days, but this may be extended during holidays or peak season/times. Generally, our daily shipping cutoff time is 3pm PST. Orders placed after this cutoff will often ship the following business day.
Lost Packages
If you do not receive your package and the tracking information shows that the package has been delivered you must notify us within (21) twenty-one days of the marked delivery date so that we can initiate a lost package tracer with the shipping carrier you have originally selected. Replacement products will not be sent until the shipping carrier completes the tracer request and grants permission for replacement product to be shipped. UPS typically requires up to (8) eight business days from the time the claim is started. USPS can require from 30 to 90 business days, and this may vary depending on your country/destination. Please note that this is the policy of the shipping carriers and not dR. dR does not guarantee that any packages will be credited by the shipping carrier until this process is complete. Unless you selected the insurance option at checkout, refunds and/or replacements will not be given unless the carrier approves your lost package claim.
Options for Insuring Shipments
UPS shipments are automatically insured for $100 within the Domestic US. USPS shipments do not have any insurance by default. If you would like your package insured for its full value, you must add the optional shipping insurance during checkout. If no insurance is added and you selected UPS shipping, you will only be covered for $100. If no insurance is added and you selected USPS shipping, unfortunately we won’t be able to guarantee any kind of resolution, and claims will be based solely on the USPS’s claims process. If you do opt-in to dR’s shipping insurance, you will be covered against damage, loss, or any delivery-related issues. We will absorb the period of investigation and ship any replacements immediately rather than relying on the courier to investigate and report back.
Email Shipment/ Missing Tracking Number
The USPS tracking number system is not very accurate, so even if an item has been shipped, their system may not recognize the tracking information immediately. UPS tracking information should show an update the night it was picked up. During holiday/ peak season / times, please allow for up to 3 business days for order processing.
Delivered Tracking Number but no product in hand
Please contact the carrier with any questions about delivery problems. All shipping labels are generated electronically based on the address information given with your order. We will fully comply with any courier’s investigation process, however we are not liable for lost or stolen items unless the optional Dr shipping insurance was added.
Payment
What Payment Methods Are Accepted
We accept payments by Visa, MasterCard, American Express, Discover, and PayPal. For international buyers, money orders, T/T (wire transfer), and Western Union are also accepted.
How Can I Place My Order
Your order can be placed directly on our website with debit card, credit card, or PayPal, we accept phone orders at (310).INSERT, or visit our showroom during business hours.
Order Status “On Hold/Pending Approval”
Please e-mail or call us as soon as possible. There is either missing information required to fulfill your order or a discrepancy in the billing and shipping information that needs to be verified before your order can be shipped.
Secure Shopping
Secure Encryption
dR uses Secure Socket Layers (SSL) technology to hide your personal information from other users on the Internet which is supported by the vast majority of modern Internet browsers. SSL and TLS technology represents the highest level of security available on the Internet. It automatically encrypts information traveling over the Internet, verifies the identity of the transacting servers through certificates and digital signatures, and confirms that the integrity of message content is maintained throughout transmission.
Please refer to your browser’s documentation for information on its security features. We transmit the encrypted credit card number to the appropriate end payment processor during order processing, but we reveal only the last four digits of your credit card numbers when confirming an order in compliance with Payment Card Industry Data Security Standard.
Because dR has such highly developed security, you must have an advanced web browser to exchange information with dR. If you don’t have a web browser that works with our Web site, download a free copy of Mozilla Firefox , Google Chrome, or Microsoft Internet Explorer .
Credit Card Security
Our servers use Secure Sockets Layer (SSL), an encryption technology that works all industry standard browsers. This ensures that only we can read your personal information. Credit card numbers are further encrypted using Public Keys and Private Key algorithms when transmitting via SSL providing extra layer of protection onto of SSL. We reveal only the last four digits of your credit card numbers when confirming an order. We will, however, transmit the entire credit card number to the appropriate end payment processor during order processing using current PCI requirements for Transport-level encryption.
Information Security
We take appropriate security measures to protect against unauthorized access to or unauthorized alteration, disclosure or destruction of data. These include internal reviews of our data collection, storage and processing practices and security measures, including appropriate encryption and physical security measures to guard against unauthorized access to systems where we store personal data. We restrict access to personal information to employees, contractors and agents who need to know that information in order to process it on our behalf. These individuals are bound by confidentiality obligations and may be subject to discipline, including termination and criminal prosecution, if they fail to meet these obligations.
Privacy Policy
Last Modified: December 24, 2017- Effective Date: January 1, 2018
dR knows that you care how information about you is used and shared. As part of its commitment to customer service, dR strives to make you feel safe and comfortable doing business with dR. Here are some guidelines dR follows to keep your personal information private. dR reserves the right to modify this Privacy Policy at any time in our sole discretion without notice.
Information Collection
dR may collect certain personally identifiable information, including but not limited to name, address, telephone number, and email address. dR may also collect your credit card information and billing address when you provide dR with such information.
The Web Site may use third party products and services to gather anonymous traffic statistics using cookies and web beacons. A cookie is a small piece of information stored with your browser that helps web sites and multiple servers recognize you. dR and its third-party service providers may also use pixels, or transparent GIF files, for web site management and user tracking.
dR transmits non-personally identifiable user information about visitors to the servers of reputable third parties for the purpose of targeting its internet banner advertisements on other sites. To do this, dR uses web beacons in conjunction with cookie level data. To opt out of having non-personal information or cookies used to target ads to you by the party service providers, please Click Here .
Information Use
dR may share personal customer information provided to dR with third parties who provide services and products to dR. Examples of ways in which your information may be used include, but are not limited to, the following:
- Order fulfillment
- Redeeming dR Gift Cards or dR Merchandise Credits
- Marketing activities including direct mail, e-mail, database cleaning and maintenance, and analysis
- Customer experience enhancements
- Warranty management
dR is not in the business of selling its customers’ personal information to others. dR does not sell, rent or trade its customers’ personal information to third parties.
dR also collects, stores, and uses aggregate data that do not contain personally identifiable information, such as demographics or statistical information. This aggregate data may be shared with and used by third parties to help dR and its suppliers better understand and serve our customers.
dR will comply with law and protect against fraud. dR reserves the right to disclose your personal information for any reason if, in its sole discretion, dR believes that it is reasonable to do so, including to credit agencies, collection agencies, merchant database agencies, or law enforcement; for litigation purposes; to satisfy laws or regulations, such as the Electronic Communications Privacy Act, the Child Online Privacy Act; or pursuant to governmental requests for such information. dR may collect and possibly share personally identifiable information and any other information available to dR in order to investigate, prevent or take action regarding illegal activities, suspected fraud, or as otherwise required by law. dR may also disclose personal information that is necessary to identify, contact, or bring legal action against someone who may be violating our contracts, policies or procedures. Finally, dR may also exchange information, including personally identifiable information, with other companies and organizations for credit fraud protection and risk reduction.
Links to Other Websites
Although dR may link the Web Site(s) to other web sites, dR is not responsible for and does not control the security or privacy when you visit those sites. dR encourages you to visit the privacy notices governing those sites.
Controlling your Personal Information
You may choose to restrict the collection or use of your personal information in the following ways:
— You may opt out of any promotional mailings via an unsubscribe link in the email, or on the account management page
— If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us at support@dR Design.com
We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.
You may request details of personal information which we hold about you under the Data Protection Act 1998, subject to payment of a nominal fee. If you would like a copy of the information held on you please write to 1600 N. San Fernando Rd. Los Angeles, CA 90065.
If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.
Your California Privacy Rights
Pursuant to Section 1798.83 of the California Civil Code, residents of California have the right to request from a business, with whom the California resident has an established business relationship, certain information with respect to the types of personal information the business shares with third parties for direct marketing purposes by such third party and the identities of the third parties with whom the business has shared such information during the immediately preceding calendar year. To request a copy of the information disclosure provided by us pursuant to Section 1798.83 of the California Civil Code, please write to us at: 1600 N. San Fernando Rd. Los Angeles, CA 90065.
Please allow up to 30 days for us to process your request. You may submit such a request once per year.
Updates to this Privacy Policy
From time to time, dR may modify this Privacy Policy. dR will notify you of any material changes to its Privacy Policy by posting those changes on this page and updating the Privacy Policy modification date above. dR encourages you periodically to check back to this page for any updates.
How to Contact Us
If you have questions about this privacy statement, the practices of this site or your dealings with this site, please contact dR via e-mail.
General Inquiries
Which Parts are Compatible With My Car
We recommend use of our Buyer’s Guide. It was designed and populated by us specifically for determining your best options. If our guide does not list an applicable option or you prefer human interaction instead, feel free to email or contact us directly and we’re glad to help out.
Installation Instructions
We have installation PDFs available for download via the product page for each product where available. We do not make any guarantee on any finished results, nor are we to be held responsible for any damage, misuse, or personal injuries. Install at your own risk. If you are unable to clearly understand and adapt the information available for your application, contact us or a professional for help before continuing.
Trademarks
All trademarks, trade names, or logos mentioned or used are the property of their respective owners. Every effort has been made to properly capitalize, punctuate, identify and attribute trademarks and trade names to their respective owners, including the use of ® and ™ wherever possible and practical.
