Types of Returns

Autoplicity processes several types of returns. Each has unique handling requirements:

  • Prepaid – Automated through WMS (Warehouse Management System)

  • Unpaid – Manually processed by return agents

  • Freight – Oversized items that require a Bill of Lading (BOL)

  • Damaged – Product arrives damaged, typically due to shipping

  • Defective/Warranty – Product fails after installation; subject to vendor or manufacturer approval

General Return Policy

  • Return requests must be submitted within 30 days of the product's delivery or receipt.

  • All returned items must be new, unused, uninstalled, and in their original packaging and condition.

  • A Return Merchandise Authorization (RMA) may be required depending on the vendor’s policy.

Return Shipping and Tracking

  • Customers are typically issued a return shipping label by Autoplicity or the vendor.

  • If a customer chooses to use their own shipping label, they must provide tracking details and carrier information. This is necessary for return validation and record-keeping.

Damaged vs. Defective Returns

Damaged Product

  • Definition: Item arrives physically damaged, typically due to shipping.

If Shipped on Our Account (e.g., FedEx):

  • We are responsible for return costs.

  • Most vendors will not issue credits if the item was shipped on our account.

  • Steps:

    1. Ask the customer for clear photos of the damaged product and packaging.

    2. Determine if the item should be returned or considered NWR (Not Worth Return).

    3. If a return is approved, process using the PO number with the suffix “DAMAGED” (e.g., RMA232323DAMAGED).

    4. Ship the return to the Costa Mesa warehouse — but only after confirming with Kori.

If Shipped on Vendor’s Account (e.g., UPS):

  • The vendor is responsible for return costs and issuing a credit.

  • Steps:

    1. Request photos from the customer.

    2. Forward photos to the vendor along with the RMA request.

    3. Await vendor instructions for further steps.

    4. If the customer doesn’t provide photos, check with Kori to determine if the item can be shipped to Costa Mesa for internal photo documentation.

Defective/Warranty Returns

Overview

  • These returns are for items that stop functioning after installation and are handled according to the manufacturer’s warranty policy.

  • Autoplicity acts as a third-party seller, not the warranty provider.

Important Notes

  • The warranty is with the manufacturer or their authorized dealer, not Autoplicity.

  • Some manufacturers do not deal directly with customers (e.g., AC Delco, Odyssey), in which case we may assist with resolution.

Approval Criteria

A warranty return may be processed only if all of the following are true:

  • The return request is within 30 days of delivery.

  • The vendor or manufacturer has issued approval and an RMA.

  • We have obtained supporting documentation, if required.

Example: Turn 14 coordinates with the manufacturer to obtain warranty approvals. This process may take longer than standard returns.

Standard Procedures

  • Requests made after 30 days will be denied.

  • Customers are advised to contact the manufacturer directly for warranty claims.

  • If the customer insists they bought the item from Autoplicity, explain that:

    • Autoplicity is the seller, but not the warranty provider.

    • We can assist by providing proof of purchase so they can contact the manufacturer or a local authorized dealer.

Exclusions from Warranty Coverage

Warranty claims will be denied if the issue is due to:

  • Physical damage (e.g., accidents or crashes)

  • Road hazards (e.g., potholes)

  • Normal wear and tear

Escalate to management if a return issue cannot be resolved through standard procedures.