Refund policy

1. Purpose and Scope

This Policy governs Product returns, exchanges, cancellations, refunds, and related requests. Eligibility may vary based on manufacturer, supplier, distributor, or fulfillment-partner requirements; Product type and condition; customization; installation, programming, or digital delivery; and the nature of any Services performed.

2. Guiding Principle

KWR evaluates requests individually and, when reasonably possible, works with the Customer to identify an appropriate solution. This approach does not waive the mandatory eligibility requirements, deadlines, third-party requirements, or exclusions stated in this Policy.

3. Thirty-Day Return Period and Prior Authorization

The Customer must request Return Authorization from KWR within thirty (30) calendar days after documented delivery or Customer pickup. Products are not eligible for ordinary return after this period. No Product may be returned without KWR authorization and compliance with the return instructions provided. Return Authorization does not extend the return period, establish final eligibility, or guarantee a refund. Unauthorized, late, or incorrectly routed returns may be refused, delayed, or returned to the Customer at the Customer’s expense. Manufacturer Warranty claims, verified shipping errors, and rights that cannot be limited under Applicable Law remain subject to their applicable procedures.

4. Mandatory Product Condition

To qualify for an ordinary return, the Product must be unused and in new, resalable condition. Any installation attempt, test fitting, handling damage, wear, contamination, marking, modification, programming, calibration, missing seal, or other alteration that affects the Product’s new appearance, condition, or resale value voids ordinary return eligibility. The Product must include all original components, accessories, documentation, hardware, protective materials, labels, and undamaged manufacturer packaging. These requirements are mandatory unless KWR expressly approves an exception in writing or a different process applies to an authorized warranty evaluation.

5. Photographic Review Before Shipment

KWR may require clear photographs of the Product, serial or identification labels, all included components, manufacturer packaging, and shipping materials before issuing Return Authorization. This preliminary review helps determine apparent eligibility, identify the correct return destination, and reduce the risk of denial after shipment. Preliminary review and Return Authorization do not bind the inspecting third party or guarantee final acceptance or refund.

6. Return Destination and Instructions

Return destinations vary according to shipment origin, Product, manufacturer, distributor, fulfillment warehouse, and applicable return requirements. Some Products must be returned directly to the manufacturer or distributor; others must be returned to an authorized warehouse or another designated location. KWR will make a reasonable effort to provide the closest practical and commercially reasonable authorized return option. The Customer must use the destination and instructions supplied by KWR and must not assume that KWR’s business address is the correct return destination.

7. Return Shipping and Transit Responsibility

Unless KWR approves otherwise in advance and in writing, all return-shipping costs are the Customer’s responsibility. The Customer is responsible for appropriate packaging, carrier selection, tracking, insurance, and compliance with the supplied return instructions. Authorization of a return does not make KWR responsible for loss, delay, misrouting, or transit damage occurring before the authorized recipient accepts the shipment, except to the extent required by Applicable Law.

8. Third-Party Inspection and Final Eligibility

Returned Products may be inspected by the applicable manufacturer, distributor, fulfillment warehouse, supplier, or another qualified third party. Products are returned for resale, and any condition that prevents the Product from being represented and sold as new may eliminate refund eligibility. Inspection standards, timing, findings, and credit decisions imposed by third parties are outside KWR’s reasonable control. KWR may rely on inspection results, photographs, return records, and applicable supplier requirements when determining final eligibility.

9. Refund Determination and Processing

A refund is not earned merely because KWR authorizes a return or the shipment is delivered to an authorized recipient. After inspection, a refund may be approved in full, approved in part, or denied based on Product condition, completeness, packaging, applicable restocking or processing charges, shipping or damage costs, and manufacturer or supplier requirements. Once an eligible refund amount is finally approved, KWR will initiate the refund within one (1) business day using the original payment method whenever reasonably practicable. The time for funds to appear thereafter depends on the payment processor, financial institution, card issuer, manufacturer or supplier credit, or other third party outside KWR’s reasonable control.

10. Special-Order, Custom, Digital, and Service Items

Products ordered specifically for a Customer, not normally stocked, or specially committed may have limited or no return eligibility. Products manufactured, fabricated, programmed, assembled, machined, modified, or otherwise customized for a Customer are generally non-returnable once procurement, production, or engineering begins. ECU/TCU calibrations, software files, license activations, digital tuning files, remote programming, and other electronic deliverables are generally non-returnable once delivered. Engineering, diagnostics, consulting, calibration development, data analysis, technical support, and similar Services are generally non-refundable once performed.

11. Installed Products, Warranty Matters, and Wrong-Part Situations

Installed, used, or installation-attempted Products are not eligible for ordinary return. A separate process may apply to a Verified Workmanship Issue, an authorized Manufacturer Warranty claim, a verified KWR shipping error, or another circumstance expressly approved by KWR. If the Customer believes before installation that a Product is incorrect or unsuitable, the Customer must stop handling and installation and promptly contact KWR. Available options depend on Product condition, timing, application information, and third-party requirements.

12. Cancellations and Exchanges

An order may be eligible for cancellation before Products are ordered, shipped, programmed, manufactured, customized, or otherwise committed. Once procurement, fulfillment, customization, engineering, or digital production begins, cancellation may be limited or unavailable. Exchanges are subject to the same authorization, timing, condition, packaging, inspection, routing, and shipping requirements applicable to returns unless KWR provides different written instructions.

13. Administration

Shipping mechanics are governed by the KWR Shipping Policy. Payment processing is governed by the KWR Payment Security & Fraud Prevention Policy. Privacy and Business Records are governed by their respective authoritative policies. KWR will document material return instructions and determinations through appropriate Business Records and will coordinate with applicable manufacturers, suppliers, distributors, or fulfillment partners when required.