RETURN, REPLACEMENT & REFUND
RETURN/REPLACEMENT
We are committed to ensuring your complete satisfaction with our products and services. Every item undergoes rigorous quality assessments and cross-verification before it leaves our facility. However, should the need arise for a return or replacement, there are important considerations to keep in mind. Please note that all our orders are custom-made, and in the event of a return for a replacement, a 20% restocking fee along with applicable shipping charges will be incurred.
WRONG, DAMAGED, DEFECTIVE, INCOMPLETE OR MISSING ITEMS - REPORT WITHIN 48 HOURS
We always strive for perfection, but sometimes mis-ship happens. If an item(s) you receive from us is wrong, damaged, defective, incomplete or missing please notify us via e-mail at [email protected] within 48 hours of delivery with a detailed description of the issue. Make sure you save the shipping box and all packing material in case the carrier wants to examine it. Please include pictures of the issue including tags with part numbers of the item(s). The total size of emails with pictures needs to be 9MB or less. Failure to notify us within 48 hours constitutes your acceptance of the item as delivered.
RETURN PERIOD - 30 DAYS
You must obtain a Return Authorization (RA) before returning any items. Any items returned but not listed on the RA may be refused. Returns must be received at PSRMOTO within 30 days of original shipment to customer. Holiday Extension for gifts purchased after November 15th: returns must be received by January 15th of the coming year.
WHO IS ELIGIBLE TO RETURN?
All items unless otherwise noted may be returned for PSRMOTO Store Credit or a Refund to your original payment source. Only new, unworn items with their associated packaging, tags, documentation, etc. in their original, new, complete, clean, undamaged, unworn and re-sellable condition may be returned. Individually packaged helmet face shields and inserts must be unopened. When an item is not received in this condition, at our discretion we may refuse the item entirely or deduct cleaning, repackaging or other fees from your store credit or refund. These reconditioning fees typically range from $5 to $20 per item. Please return everything exactly like you received it from us, because we hate charging these fees.
HOW TO OBTAIN A RETURN AUTHORIZATION (RA)?
To request an RA, login to your account and select the correct order from your order history. Select the items you wish to return and why you would like to return the items. Read and follow the instructions on the screen. Put the packing slip we sent with your order inside the box with the items you are returning. Write your order number on the outside of the box, preferably in several places.
If Store Credit is selected, the Store Credit will post to the account used to purchase the items. If Refund is selected, the refund will post to the payment method used to make the original purchase.
PACKING AND SHIPPING YOUR RETURN
Write your original order number on the outside of the shipping box with a marker or your package will be refused. Put the packing slip we sent with your order inside the box with the items you are returning. Ship only items selected on the online RA form as all other items will be refused.
We recommend you ship via UPS or FedEx with full insurance (do not pay for signature required as deliveries to a business require a signature). If you ship via United States Postal Service send with signature required.
All returned item(s) must be carefully and securely packed in a generic corrugated cardboard shipping box with the RA number written clearly on the outside of the box. Mailer envelopes may be used for small unbreakable items such as t-shirts or MX gloves. The manufacturer’s product packaging (helmet box, boot box, glove bag, etc.) is considered part of the product itself and does NOT constitute a proper shipping box.
Return shipping is the responsibility of the customer. Outbound shipping and handling charges are never refunded or credited, unless we shipped the wrong item.
PROCESSING YOUR RETURN
Please allow up to 7 days for us to process your RA after it has been delivered. It usually only takes a few days except during peak times. To check the status of your return go the online Order History or watch for email updates.
Refused items will be shipped back to the customer at the customer’s expense and the item(s) will no longer be eligible for return. Return shipping and handling on refused items is $30.00 per item and must be paid by the customer via credit card or PayPal within 4 business days of notification. If the return shipping and handling is not paid within 4 business days, the customer will forfeit the item(s) and it will be thrown away.
REFUNDS
Refunds can only go back to the original payment source. If you paid for part of your order with a PSRMOTO Store Credit, that portion is not eligible for refund and will be returned to Store Credit for use on a future order.