- Returns and Refunds
Returns and Refunds
Refunds & Exchanges
When you buy something from a Top Line Group, LLC store, you agree to our policy about returns, exchanges and refunds as outlined below:
Our goal in sales is to help you get the right product the first time, but if something doesn't turn out the way you wanted it to, we want to be here for you to make sure you get your money back or the right product that fits your needs! Please contact us before sending in a product for return. It always makes the process go more smoothly!
Step #1: Return Authorization: Our website doesn't do a great job at automating returns, so please contact us first so we can help facilitate your return. We will email you a form that you can fill out and send back to us with the items you don't want or need. This form will tell us who the item(s) are from, what was wrong, and what you want us to do with them. If you don't send us the form, your return process will be slow and painful.
Step #2: Refund, Repair or Exchange: We accept returns for exchange, repair or refund 30 calendar days after delivery of the product. Shipping charges are not eligible for credit or refund. Also, if you need to send something back we do not pay for shipping.
**To be eligible for a refund: Items must be in "new, unaltered and unused condition". Refunds are contingent upon inspection of item(s) once we receive them.
**To be eligible for a repair: Item must have a repair warranty option with the manufacturer. Not all items can be repaired.
**To be eligible for an exchange: Items must be returned within the 30 day time period and you will be given store credit to be used to purchase something else. Items must be in "new, unaltered and unused condition". You can replace a product with a different product by paying the difference in price, or trading it in for something cheaper and receiving a partial refund.
Definition of new, unaltered and unused condition is:
*Without showing signs of wear or damage in any way.
*Product must be in original, resalable packaging.
*If an item has been installed, it is no longer new even if it was only installed for a short time.
NOTICE ABOUT REFUNDS: If the dollar amount of your return is $200 or greater we reserve the right to send you a check in the mail instead of a credit card refund. We do this because if we refund your credit card we will be charged again by the processing company another 2.5 - 5% depending on the type of credit card you used. It doesn't make sense for us to have to pay to send you your money back. A check in the mail is free. We hope you understand!
We listened to our customers’ requests and decided to stop charging a 15% re-stocking fee. If you follow the above guidelines we will not charge a re-stocking fee. However, if you want to return a damaged, or used item for refund you may only receive a partial refund. Full refunds are only available on new, un-installed merchandise. If you install the product and decide you no longer want it, please do not send it back to us. Post it for sale used on eBay or a forum to help your fellow enthusiasts.
How can I get a replacement for something that failed?
Please troubleshoot by switching components from side-to-side to isolate the problem, individually such as just the bulbs, then just the ballasts, etc. Once you have clearly identified which component failed, please contact us by phone or email for the next step of warranty replacement. For lighting products only, the defective part is replaced. If an item is discontinued by the manufacturer, its warranty is not void, but the part will be replaced with that product's current equivalent. No refunds or credit will be issued in lieu of replacements. Some parts (such as OEM parts, JW Speaker parts, and Off-Road Lighting parts) may need to be returned to their manufacturer’s warranty service center for testing before we can offer our customers a refund, replacement, or exchange.
Shipping & Damage
Upon the arrival of your items, inspect everything thoroughly, even if packaging is intact, before signing the delivery receipt. If the box is damaged in any way, take photos and notate the damage when receiving the item. If you are unable to officially notate the damage with the shipping carrier at the time of delivery you must reject the package. If there is damage and you cannot reject the shipment, you need to call the shipping company. We here at TLG can not help you file a damage claim. It is up to the recipient to do so. When you call the shipping company (DHL, Spee Dee Delivery, USPS, Fedex…) they will walk you through a process of collecting insurance on the package.
Once signed as undamaged, any freight damage claim is null and void and we can do nothing to help you. Additionally, please note that items cannot be insured for more than the stated value. If you need to process a damage claim, action must be taken within 72 hours of delivery. After 72 hours, refunds, reorders and claims cannot be processed. All shipped items are fully insured. TLG will not be held responsible for the outcome of the claim, although we will assist you to the furthest extent possible.
We will do everything in our power to assist you if you happen to experience damage to a shipment from a third party, however TLG has no control over packaging, shipping or damage claims for any shipment sent by a third party to the customer.