Refund policy

Return and Refund Policy

1. General Policy

At Shade Motors Direct, we aim to ensure your complete satisfaction with our products. If you are not entirely satisfied with your purchase, we're here to help.

2. Return Eligibility

• Standard Products: You may return standard, non-custom products within 30 days of receipt. To be eligible for a return, the item must be unused, in its original packaging, and in the same condition that you received it.

• Custom or Made-to-Measure Products: Due to their personalized nature, custom or made-to-measure products can only be returned if they are defective or damaged upon arrival. Please ensure accurate measurements and specifications when placing your order.

3. Return Process

• Return Authorization: Before returning any item, please contact our customer service team at colin@shademotorsdirect.com to obtain a Return Merchandise Authorization (RMA) number. Returns without an RMA number may not be accepted.

• Shipping: You are responsible for the cost of returning the item unless the return is due to our error (e.g., defective or incorrect item). We recommend using a trackable shipping service or purchasing shipping insurance.

  Return address: We ship from several stocking locations in the United States, so the return address depends on where your order shipped from. We send the return address with your RMA number. It may be different from our business address in Lexington, Kentucky. Return shipping costs to that address are yours to pay unless the return is due to our error. Do not send returns without an RMA.

4. Restocking Fee

All returns are subject to a 35% restocking fee, unless the item is defective or the return is a result of our error.

5. Refunds

Once we receive your returned item, we will inspect it and notify you of the status of your refund. If approved, a refund will be processed to your original method of payment within 7-10 business days. Please note that shipping costs are non-refundable.

6. Non-Returnable Items

Certain items are non-returnable, including:

• Custom or made-to-measure products (unless defective)

• Items not in their original condition, damaged, or missing parts for reasons not due to our error

7. Damaged or Defective Items

If you receive a defective or damaged item, please contact us immediately at colin@shademotorsdirect.com with details and photographs of the defect or damage. We will arrange for a replacement or refund as appropriate.

8. International Returns

International orders follow the same 30-day window, counted from the date your order is delivered to you, not the purchase date. The same conditions and 35% restocking fee apply.

• Return shipping: All returns go back to an address in the United States. International customers pay the full cost of return shipping to that US address, including cross-border freight, unless the return is due to our error.
• Duties and taxes: Import duties, customs fees, VAT and brokerage charges you paid on delivery are charged by your country, not by us, and we cannot refund them. Any duties or fees charged on the return shipment are also your responsibility.
• Original shipping: International shipping charges on the original order are non-refundable.
• Refused parcels: If a parcel is refused or abandoned at customs, return carriage and any fees are deducted from the refund.

Contact us for an RMA and the return address before sending any international return.

9. Contact Us

For any questions regarding returns or refunds, please contact our customer service team at colin@shademotorsdirect.com or call 859-414-6872.

ShadeMotorsDirect
2379 Stonewood Lane
Lexington, KY 40509
United States