Returns and refunds
1.1 Return product for any repairs and/or alteration
- Any damages caused by us and would require the product to be returned to our facility for repair, the return shipping will be arranged by CAWORKS (FORGED LINE) for the customer and return shipping costs for repairs will be borne by CAWORKS (FORGED LINE).
- If you are experiencing any issues with our product, you are required to submit an error report via our website with 14 days upon receiving the package. You will be required to submit pictures and videos that clearly displays the problem they are experiencing with our product along with the original purchase invoice. No solutions will be offered if you refuse to assist us with investigations of the problem and/or the submitted pictures and videos by you, does not clearly display the problem(s). You must cooperate and assist with CAWORKS (FORGED LINE) to troubleshoot and understand the problems you are experiencing with our product. When returning the product, the product must be packed into its original packaging.
- After necessary investigations have been carried out, applicable solution(s) will be advised to the affected customer. Our Company, CAWORKS (FORGED LINE) offer solution(s) ranging from providing replacement parts, partial refunds, full refunds or return product for repairs/alterations for the customer depending on a case-by-case basis.
- A 40% restocking fee is required for the return of bespoke products. (base-by-case).
1.2 What should the customer expect when CAWORKS (FORGED LINE) schedule a product return for the customer?
- Product return shipping can involve the returning of a product for refund, repairs, diagnosis, alteration or swap for a compatible product.
- CAWORKS (FORGED LINE), will verify the available time and date with the customer on his/her availability for the scheduled pickup.
- Verification of sender’s name and shipping address (the customer) will be required and be completed via email.
- CAWORKS (FORGED LINE), will email a set of documents to the customer which includes a return shipping label (an airway bill) and an invoice. These set of documents are to be printed out by the customer.
- The customer will be required to pack the product back into the original packaging securely.
- CAWORKS (FORGED LINE), will inform the customer on the scheduled pick-up date and time. Upon arrival of the courier, the customer will need to handover the package, shipping label (airway bill) and the invoice to the courier.
- No payment will be required. Shipping charges and/or taxes will be charged directly to CAWORKS’s (FORGED LINE) corporate shipping account.
- The time taken for repairing the defective product varies. The downtime will be advised to the customer via email.
- After repairing works have been completed, the product will undergo our 10-step check process before it is shipped to the customer.
- Pictures of the finished product will be emailed to the customer for final checks before we arrange for packing and dispatch.
- Forward and return shipping costs and any taxes involved will be borne by CAWORKS (FORGED LINE). Our Company, CAWORKS (FORGED LINE) take pride in our work and stand behind our products. For cases of repair or alteration due to our mistake, we will bear all liability costs for material, workmanship, shipping and taxes. Our valued customer will not have to pay any of these.
- Package tracking information will be provided to the customer via email after custom clearance.
1.3 Full Refunds
Full refunds can be provided to the customer if a product made in the wrong design is sent to the customer, a wrong product is sent to the customer resulting in incompatibility or the product is badly damaged due to shipping. If the product is beyond repair (required to rebuild the entire steering wheel), the customer have the option to choose between having a wheel rebuilt for them or have a full refund. In cases like this, 40% restocking fee does not apply.
1.4 Partial Refunds
The option of a partial refund will be offered to the customer if the problem is negligible. Such as, receiving a steering wheel made in the wrong choice of thickness of the 12 o’clock marker as selected from our website by the customer. The customer can report about the problem, and it will be treated as a product defect/error. Options of solving the issue such as sending the wheel back to us to have the customization altered or a partial refund will be offered to the customer and decided by the customer.