(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 (mandatory)

  2. Photo of packaging (if damage-related)

  3. Detailed description of issue

  4. Order invoice

  5. Brand name

  6. Customer phone number (if required by vendor)

If photos are missing → request them before proceeding.

3. PROCESS FLOW

A. ORDER OVER 30 DAYS – WARRANTY REVIEW REQUIRED

Internal Steps:

  1. Inform customer item is outside 30-day return window.

  2. Collect required documentation.

  3. Submit RMA request to manufacturer.

  4. Allow 1–3 business days for review.

TEMPLATE – ORDER OVER 30 DAYS (WARRANTY REQUIRED)

Subject: Regarding Your Return Request

Dear [Customer Name],

Thank you for contacting us. We apologize for the issue you’re experiencing.

Upon review, this order was delivered over 30 days ago and falls outside Amazon’s standard return policy. However, we can assist you with submitting a warranty request to the manufacturer for review and approval.

To proceed, please provide the following:

  1. Clear photos of the item

  2. A detailed description of the issue

  3. A copy of your Amazon invoice

  4. Your contact phone number

Once received, we will submit your request to the manufacturer. Please allow 1–3 business days for review.

Kind regards,
[Name]

B. INSTALLED ITEM – WARRANTY ONLY

Installed items are not eligible for direct return.

TEMPLATE – INSTALLED ITEM (WARRANTY REVIEW)

Subject: Return Request – Installed Item

Dear [Customer Name],

Thank you for reaching out.

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.

We can submit a warranty review request to the manufacturer on your behalf. Please provide:

  • Photos of the installed item

  • A detailed explanation of the issue

  • A copy of your Amazon invoice

We will forward your documentation for manufacturer review. Approval is subject to their evaluation.

Best regards,
[Name]

C. RMA APPROVED – RETURN LABEL ISSUED

TEMPLATE – RMA APPROVED (RETURN LABEL ATTACHED)

Subject: RMA Approved – Return Instructions

Dear [Customer Name],

Good news — the manufacturer has approved your warranty request.

Please find your prepaid return label attached. The label is valid for 5 business days.

Once the item is received and inspected, your refund will be processed. Please allow 3–5 business days for the credit to appear, depending on your bank.

Thank you for your cooperation.

Best regards,
[Name]

D. RMA APPROVED – REPLACEMENT SHIPMENT

TEMPLATE – REPLACEMENT APPROVED

Subject: Warranty Replacement Approved

Dear [Customer Name],

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 patience.

Sincerely,
[Name]

E. RMA DENIED – OVER 30 DAYS

TEMPLATE – WARRANTY DENIED

Subject: Warranty Review Update

Dear [Customer Name],

Thank you for your patience.

After review, the manufacturer has declined the warranty request as it does not meet their eligibility criteria.

As this order is also outside Amazon’s 30-day return window, we are unable to issue an RMA or provide a return label.

You may contact the manufacturer directly for further assistance if you wish to pursue the matter further.

We appreciate your understanding.

Sincerely,
[Name]

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

TEMPLATE – BUYER’S REMORSE DENIAL

Subject: Return Request Update

Dear [Customer Name],

Your order falls outside Amazon’s 30-day return policy and does not qualify for return.

We are unable to approve requests due to reasons such as:

  • No longer needed

  • Ordered by mistake

  • Changed mind

  • Found elsewhere

As this request does not meet policy guidelines, no further action can be taken.

Thank you for your understanding.

Sincerely,
[Name]

G. DAMAGED ITEM REPORTED – PHOTOS REQUIRED

TEMPLATE – PHOTOS NEEDED

Subject: Information Needed – Damage Report

Dear [Customer Name],

We’re sorry to hear your item arrived damaged.

To assist you further, please provide:

  1. Clear photos of the damage

  2. Photos of the packaging (if damaged)

  3. A brief explanation of how the damage affects performance

Once received, we will submit this to our warehouse and manufacturer partners. Please allow 1–2 business days for review.

Thank you for your cooperation.

Best regards,
[Name]

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.