Defective Merchandise: All parts and products we offer are guaranteed to be free from manufacturer’s defects. In the rare event you receive a defective part. Heartbeat City will email you a shipping label to return the part. A replacement part will be shipped to replace the defective part once the defective part has been returned to us.
Restocking Fees: All parts or products returned for a store credit will not incur a restocking fee. All parts or products returned that were paid for with a credit card are subject to a 20% restocking fee. All parts or products returned that were paid for by PayPal are subject to a 20% restocking fee. All parts orders cancelled prior to shipping that were paid for with Pay Pal are subject to the 3% fee Pay Pal charges that are not refundable. Please note: any parts returned with shipping labels, paint or primer, dirty boxes, or in any other damage to the original packaging are subject to a 30% restocking fee.
Shortages: Please inspect the contents of your package(s) to insure that all parts ordered were received. If you are missing any item(s) please be sure to check for back orders indicated on your invoice before calling our customer service department. If a shortage has occurred, please contact our customer service department within 24 hours of delivery to insure a proper resolution. Heartbeat City will assume no responsibility after this period of time.
Damage Claims: Heartbeat City will package your items with the utmost care. In the rare event you have a damage claim we ask that you notify us within 24 hours of receipt of the damaged items. If you receive a package, and the package appears to have suffered any damage, please open your package in the presence of the delivery person. After careful inspection, if you find any parts damaged, please contact a Heartbeat City customer service representative at once. Heartbeat City will ship you a replacement part upon receipt and inspection of the merchandise and the completion of the damage claims process if necessary.
Damage Claim Procedures: Please contact our customer service department within 24 hours. After inspection of the damaged goods, we will issue a damage call tag through our shipping carrier. The carrier will pick up the damaged merchandise at your address and return the damaged items to us. This process will eliminate inconvenience and expense to you our customer. Our customer service department will send you a replacement part after the product has been returned to Heartbeat City from the shipping carrier.
Returns & Policies: If you need to return a part for a refund, part exchange, or store credit, please contact customer service for a return authorization number and further instructions. Heartbeat City will not accept returned goods without prior authorization. The customer is responsible for shipping costs incurred on all returned parts. All literature, printed or reading materials, stencil kits, stripe kits, electrical parts, gauges, wiring harnesses, switches, etc. are non-returnable. If any product is modified, altered, painted, installed or disassembled in any way without Heartbeat City’s expressed written permission, the item is non-returnable. Heartbeat City recommends professional installation of all parts. Any item which has been altered, painted, installed or deemed non-resalable by Heartbeat City will be returned to the customer at the customer’s expense.
Under no circumstances will Heartbeat City be responsible or liable for labor or fees associated with the installation, removal, modification, painting, or repair of any product. Heartbeat City is not responsible for any damage or discoloration incurred in the use of chemical products including, but not limited to, cleaners, waxes, polishes, and or paint products.