(Orders Over 30 Days / Installed Items / Policy Exceptions)

1. POLICY OVERVIEW

This process applies to:

  • Orders delivered over 30 days ago

  • Installed or used items

  • Warranty-related concerns

  • Requests outside Amazon’s return policy

Key Policy Rules

  • Amazon allows returns within 30 days of delivery

  • Items must be new, unused, uninstalled, and in original condition

  • Installed automotive parts are not eligible for direct return

  • Orders over 30 days require manufacturer approval

  • Warranty does NOT cover:

    • Impact damage

    • Crash damage

    • Pothole damage

    • Improper installation

    • Normal wear and tear

We assist with vendor coordination but do not provide direct manufacturer warranties.

2. REQUIRED DOCUMENTATION (ALL WARRANTY REQUESTS)

Before submitting to vendor, collect:

  1. Clear photos of item (where applicable)

  2. Photo of packaging (if damage-related)

  3. Detailed description of issue

  4. Customer phone number (if required by vendor)

3. PROCESS FLOW

INSTALLED ITEM – WARRANTY ONLY

Installed items are not eligible for direct return.

A. TEMPLATE – INSTALLED ITEM (WARRANTY REVIEW, NEED MORE DETAILS)

Dear [Customer Name],


Thank you for reaching out. We're sorry to hear you're experiencing an issue with this item. 

As the item has been installed, it is not eligible for direct return under Amazon’s guidelines, which require items to be new and uninstalled. However, we'd be happy to submit a warranty review request to the manufacturer on your behalf.


Please provide:

  • Photos of the installed item

  • A detailed explanation of the issue


Once we receive this information, we'll forward it to the manufacturer for evaluation. Please note that any warranty return is subject to the manufacturer's review and approval. As soon as we receive their response, we'll promptly update you with the next steps. 


B. TEMPLATE – INSTALLED ITEM (WARRANTY REVIEW, CX provided all needed information)


Dear [Customer Name],


Thank you for reaching out. We're sorry to hear you're experiencing an issue with this item. 

As the item has been installed, it is not eligible for direct return under Amazon’s guidelines, which require items to be new and uninstalled. However, we'd be happy to submit a warranty review request to the manufacturer on your behalf.


We're forwarding the information provided to the manufacturer for evaluation. Please note that any warranty return is subject to the manufacturer's review and approval. As soon as we receive their response, we'll promptly update you with the next steps. 

C. RMA APPROVED – RETURN LABEL ISSUED

TEMPLATE – RMA APPROVED (RETURN LABEL ATTACHED)

Dear [Customer Name],


Thank you for your patience. 

The manufacturer has approved your warranty request.

Please find your prepaid return shipping label attached. Kindly note that the label is valid for 5 business days, so we ask that you ship the item within that timeframe.

Once the item is received and passes inspection, we will process your refund. After the refund has been issued, please allow 3–5 business days for the credit to appear in your account, depending on your financial institution.

Thank you for your cooperation. If you have any questions, please don't hesitate to reach out.

D. RMA APPROVED – REPLACEMENT SHIPMENT

TEMPLATE – REPLACEMENT APPROVED

Dear [Customer Name],


Thank you for your patience. 

We’re pleased to inform you that the manufacturer has approved your warranty claim and will be issuing a replacement part.

We will provide tracking information as soon as it becomes available. If the original part needs to be returned, we will provide a return label accordingly.

Thank you for your cooperation. If you have any questions, please don't hesitate to reach out.


Sincerely,
[Name]

E. RMA DENIED – OVER 30 DAYS

TEMPLATE – WARRANTY DENIED

Dear [Customer Name],


Thank you for your patience while we completed the warranty review.

After evaluating the information provided, the manufacturer has determined that the issue does not meet the eligibility requirements for warranty coverage and has therefore declined the claim.

Additionally, as this order is outside Amazon's 30-day return window, we are unable to issue an RMA or provide a prepaid return label.

If you would like to pursue the matter further, you are welcome to contact the manufacturer directly, as they may be able to provide additional guidance or discuss any other available options.

We understand this may not be the outcome you were hoping for and sincerely appreciate your understanding. If you have any other questions, please let us know.



F. TEMPLATE – WARRANTY- DIRECT MANUFACTURER CONTACT NEEDED

Dear [Customer Name],


Thank you for your patience. Our team has advised that the manufacturer will need to be contacted directly for further troubleshooting and warranty assistance regarding the reported defect as per their request. 

The manufacturer's technical support team is best equipped to diagnose the issue and determine the appropriate resolution. For your convenience, I have included their contact information below:


[Manufacturer Contact Information]


Please contact them directly and let us know if you need any additional information from our end. We appreciate your cooperation and are happy to assist further if needed.

G. RETURN DENIED – BUYER’S REMORSE (OVER 30 DAYS)

TEMPLATE – BUYER’S REMORSE DENIAL

Dear [Customer Name],


Thank you for contacting us.

After reviewing your request, we found that your order is outside Amazon's 30-day return window and is therefore no longer eligible for return.

Additionally, return requests submitted for the following reasons are not eligible for approval once the return period has expired.

  • No longer needed
  • Ordered by mistake
  • Changed your mind
  • Found the item elsewhere

As your request does not meet the applicable return policy requirements, we are unable to authorize a return or take any further action on this order.

We appreciate your understanding and thank you for your business.

H. DAMAGED ITEM REPORTED – PHOTOS REQUIRED

TEMPLATE – PHOTOS NEEDED

Dear [Customer Name],

We're very sorry to hear that your item arrived damaged.

To help us review your claim as quickly as possible, please provide the following:

  • Clear photos showing the damage to the item
  • Photos of the packaging, if it also arrived damaged
  • A brief description of the damage and how it affects the item's performance or usability

Once we receive this information, we'll submit it to our warehouse and manufacturer for review. Please allow 1–2 business days for their evaluation. We'll contact you as soon as we receive an update regarding the next steps.

Thank you for your cooperation. We appreciate your patience and look forward to resolving this for you as quickly as possible.

4. RIGHT TO DENY

Autoplicity, Amazon, and manufacturer partners reserve the right to deny requests that:

  • Fall outside the 30-day policy

  • Show signs of installation or use

  • Lack required documentation

  • Do not meet manufacturer warranty criteria

If uncertain → escalate to CS Leadership.