Refund Policy

Our Commitment to Customer Satisfaction

At Eagle Engineering & Design, we are committed to providing professional automotive customization services that meet or exceed customer expectations. This refund policy outlines the terms and conditions for refunds and ensures transparency in our business practices.

Service-Based Business Nature

As a service-based business specializing in automotive modifications and installations, our refund policy differs from retail product returns. Once services are performed and parts are installed, reversal may not always be possible or practical. We work closely with customers during the consultation process to ensure clear understanding and agreement before beginning any work.

Pre-Service Cancellation

Consultation and Estimate Phase

• Consultations and estimates can be cancelled at any time without charge
• No payment is required until services are approved and scheduled
• Estimates are provided free of charge and without obligation

After Service Agreement

• Cancellations more than 48 hours before scheduled service: Full refund of any deposits
• Cancellations within 48 hours: Refund minus 25% restocking fee for ordered parts
• Same-day cancellations: Refund minus cost of any special-ordered or custom parts

Partial Service Completion

When services are partially completed due to unforeseen circumstances:

• Customer-Initiated Changes: Payment required for completed work plus cost of installed parts
• Technical Issues: We work with customers to find alternative solutions or provide appropriate refunds
• Vehicle Compatibility: If modifications cannot be completed due to unforeseen compatibility issues, refund of unperformed services

Completed Service Satisfaction

Service Quality Issues

If you are not satisfied with completed work due to quality issues:

• Report concerns within 10 days of service completion
• We will inspect the work and determine appropriate resolution
• Options may include: corrective work at no charge, partial refund, or alternative solutions
• Our goal is to resolve all quality concerns to customer satisfaction

Performance Expectations

• Performance improvements are estimates based on typical results
• Variations in performance due to vehicle condition or driving habits are not grounds for refund
• We provide realistic expectations during consultation to avoid disappointment

Non-Refundable Items

The following items and services are non-refundable once completed:

• Custom fabrication and one-off modifications
• Special-ordered parts that cannot be returned to suppliers
• Labor for services that cannot be reversed (paint, body modifications)
• Diagnostic services and troubleshooting time
• Services performed according to customer specifications

Parts and Components

Unopened Parts

• Standard parts in original packaging: Refundable minus 15% restocking fee
• Return must be within 30 days of purchase
• Customer responsible for return shipping costs

Installed Parts

• Parts that have been installed and tested are generally non-refundable
• Removal and return may be possible for an additional fee
• Refund value depends on part condition and supplier return policies

Custom and Special Orders

• Custom-manufactured parts are non-refundable
• Special-ordered items follow supplier return policies
• Customer informed of non-returnable items before ordering

Refund Process

How to Request a Refund

1. Contact us within the applicable time period
2. Provide detailed explanation of the refund request
3. Allow for inspection of completed work if applicable
4. Work with our team to find the best resolution

Processing Time

• Refund decisions typically made within 5 business days
• Approved refunds processed within 7-10 business days
• Refunds issued to original payment method when possible
• Complex cases may require additional time for evaluation

Dispute Resolution

We prefer to resolve all customer concerns directly through communication and mutual agreement. Our process includes:

• Direct Discussion: Open dialogue to understand concerns and find solutions
• Management Review: Senior staff review of complex issues
• Third-Party Mediation: Available for unresolved disputes
• Industry Standards: Reference to automotive industry best practices

Exclusions and Limitations

This refund policy does not cover:

• Changes in customer preferences after service completion
• Normal wear and tear of installed components
• Damage caused by customer misuse or neglect
• Issues arising from pre-existing vehicle problems
• Modifications performed by other parties after our service
• Consequences of customer failure to follow care instructions

Customer Responsibilities

To maintain refund eligibility, customers must:

• Report any concerns promptly within specified time periods
• Allow reasonable inspection and evaluation of work
• Follow recommended care and maintenance procedures
• Provide accurate information about vehicle condition and requirements
• Communicate any issues before allowing other parties to make changes

Policy Updates

This refund policy may be updated periodically to reflect changes in our services, legal requirements, or industry standards. Customers will be notified of significant changes, and the effective date will be updated accordingly.

Contact Us

For refund requests, questions about this policy, or to discuss any concerns: