Return policy
Return & core policy
Thirty days to return most parts, sixty days on cores. Here is exactly how it works, including what we don't take back.
This document is a starting template, not legal advice. Have an attorney licensed in your state review and adapt it — especially the state-law, arbitration, and consumer-rights sections — before you publish it.
30 days to return an unused part in original packaging with an RMA number. 60 days to send back a core for refund. Electrical parts and special orders are final sale. Damaged shipments must be noted on the delivery receipt at the time of delivery.
1. Return window
You have 30 calendar days from the delivery date to request a return on most parts. Requests made after 30 days are handled case by case and may carry a higher restocking fee. Core returns have a separate 60-day window described in section 5.
2. Condition requirements
To be accepted, a returned part must be:
- Uninstalled and unused, with no signs of fitting, mounting, or fluid contact
- In its original packaging with all hardware, brackets, sensors, and documentation
- Free of paint, markings, drilled holes, or modification of any kind
- Accompanied by a valid RMA number written on the outside of the box
Engines and transmissions must still carry their original seals and identification tags. A removed or altered tag voids both the return and the warranty.
3. How to start a return
- Email returns@drivematrix.com or call (855) 555-0142 with your order number and the reason for return.
- We issue an RMA number within one business day, along with a return address.
- Write the RMA number on the outside of the box and ship it back within 14 days of the RMA being issued.
- We inspect the part on arrival and issue the refund within five business days of inspection.
Returns received without an RMA number cannot be matched to an order and may be refused.
4. Refunds, restocking, and shipping costs
- Refunds are issued to the original payment method. Bank posting typically takes an additional 3–5 business days.
- A restocking fee of 15% applies to non-defective returns. It covers inspection, repackaging, and re-listing.
- If we shipped the wrong part, or the part arrived defective, we pay return freight and waive the restocking fee.
- If the return is a change of mind or an ordering error on your side, return freight is your responsibility and the original outbound shipping charge is not refunded.
5. Core returns
Many reman and rebuilt parts carry a refundable core charge, listed separately on your invoice. To get the core charge back:
- Return the old unit within 60 days of delivery
- Send back the same part number and configuration as the one you purchased
- Drain fluids and ship the core on the pallet and crate the new part arrived in
- Make sure the core is rebuildable — no cracked cases, holes in the block, seized internals, missing major components, or fire and flood damage
Cores that arrive damaged beyond rebuild, or after the 60-day window, are refunded at a reduced rate or not at all. We arrange and prepay core return freight on engines and transmissions; ask for a core return label when you place the order.
6. Warranty claims
Warranty terms are listed on each product and on your invoice. A warranty claim is different from a return: you keep the part, we cover the repair or replacement under the stated term. To open a claim, send the invoice number, installation date, current mileage, the installing shop's information, and a description of the failure. We may require diagnostic documentation from a licensed repair facility before approving.
Warranties cover the part only. They do not cover labor, towing, rental vehicles, fluids, downtime, or consequential damages, unless a labor allowance is explicitly stated on the invoice. Installation by a licensed shop is required on driveline components.
7. Non-returnable items
- Electrical components once installed, including alternators, starters, sensors, and control modules
- Special-order and made-to-order parts
- Parts sold as-is, clearance, or "no warranty"
- Fluids, chemicals, gaskets, and sealants once opened
- Any part installed on a vehicle other than the one it was confirmed against
8. Damaged or missing shipments
Inspect every shipment before you sign for it. If a crate or pallet shows damage, note it on the delivery receipt before signing and photograph it. A clean signed receipt makes a concealed damage claim very difficult to win with the carrier.
- Visible damage: note it on the receipt and email photos to claims@drivematrix.com within 24 hours.
- Concealed damage: report within 5 business days of delivery with photos of the packaging and the part.
- Missing shipment: contact us within 7 days of the expected delivery date so we can trace it.
We file the freight claim on your behalf and keep you updated through resolution.
9. Cancellations
Orders can be cancelled without charge until the part ships. Once a shipment is tendered to a carrier, the order falls under the return process above. Special orders cannot be cancelled once placed with the supplier.
10. Questions
Returns desk: returns@drivematrix.com · (855) 555-0142 · Monday–Friday, 7:00–19:00 CT.