All returns and exchanges must be done with the knowledge and consent of Dark Matter Carbon. Failure to comply does not constitute a proper return and will result in the customer risking forfeiture of the product and any right to an exchange or refund. The customer will responsible for all associated fees and shipping charges accordingly.
Acceptable Return Condition – All items being returned or exchanged must be sent back to Dark Matter Carbon in its original packaging, including all hardware, accessories and manuals. The returned item must be in its original, unused and re-sellable condition. Damaged or defective merchandise will not be accepted unless it is explicitly authorized by Dark Matter Carbon. Once a product is installed on a vehicle, it will be considered in used condition and is no longer eligible for a return or exchange.
Items purchased through other sellers – If you purchased a Dark Matter Carbon product through an authorized & licensed Dark Matter Carbon retailer, those returns or exchanges must go through the place of purchase. If you purchased a Dark Matter Carbon product through an unauthorized retailer or individual, Dark Matter Carbon is not liable for any return or exchange.
In some cases, you may be required to include a video or photo of the defective product for proof in order to refund or replace the product.
Please note, we may request for your order to be returned to one of our global warehouses, including, but not limited to, warehouses in Hong Kong and China.
All return shipments must be freight prepaid and insured (against loss or damage) with tracking number. No C.O.D. shipments will be accepted. If the warranty claim is fulfilled, the additional shipping expenses incurred will be compensated.
The following situations are not covered by warranty:
- Product that has been subject to misuse, neglect, accident; or that has been improperly installed.
- Product that has been modified or altered from its original manufactured state.
- Costs incurred by the purchaser, such as transportation, additional labor costs, time, towing, storage, premium (air or overnight) freight charges, rental costs of any type, logistics, importing fees, taxes and duties, or economic losses, etc..
To start the return process, please contact our Customer Support team. Please include the following information:
- Order number
- Proof of purchase
- Video or photo of the faulty product (if applicable)
- Complete delivery address
- Contact telephone number
DID YOU RECEIVE A FAULTY PRODUCT?
As of January 01,2023, all products manufactured by Dark Matter Carbon are fully warranted against defects in workmanship and materials for six (6) months from the time of purchase. If any product is suspected of being defective, the customer may elect to return the product to Dark Matter Carbon. Dark Matter Carbon will not accept any C.O.D. Any item that is determined to be defective will be repaired or replaced. On any warranty claim, Dark Matter Carbon will be responsible for Dark Matter Carbon parts only. Dark Matter Carbon is not responsible for any labor or inconvenience charges incurred by the customer. Questions about the Dark Matter Carbon Limited Product Warranty policy may be directed toward an Dark Matter Carbon representative at email@example.com
If you have a faulty product, please consult our warranty page.
Warranty is non transferable.
Dark Matter Carbon will approve the issuance of a refund only after the original merchandise has been delivered to Dark Matter Carbon and is deemed to be in acceptable return condition upon inspection by Dark Matter Carbon, or an order cancellation is processed. Original shipping charges are nonrefundable. The refund amount will be credited to the original credit card or payment method used for purchase less any restocking, cancellation, or processing fees.
Shipping – The customer will be responsible for all return shipping fees unless otherwise stated by Dark Matter Carbon. Original shipping fees are nonrefundable.
Restocking Fees – All returns are subject to a 25% restocking fee.
Processed refunds are completed within 10 business days. Refunds will be issued based on your original form of payment (PayPal, credit card, debit card, etc.)
CANCELLING OR AMENDING ORDERSCancellation Fees – All order cancellations are subject to a 35% cancellation fee.
Any unwanted items after your order has been placed must be returned for a refund (please see the “Refunds” section above). Please note that the cost of this return has to be paid by the customer, unless the item is faulty.