Refund policy
At Alascars, we stand behind the products we sell and will provide an appropriate resolution when a verified issue is caused by us.
At the same time, returns involve significant international shipping, handling, and processing costs. To ensure a fair process and protect against return abuse, all return requests must comply with the conditions below.
Please review this policy carefully before placing an order.
1. 30-Day Return Policy
Eligible return requests must be submitted within 30 calendar days of confirmed delivery.
The delivery date is determined by the carrier's tracking records.
Submitting a return request does not automatically mean that the return or refund has been approved.
All returns require prior Return Authorization from Alascars.
2. Eligibility for Voluntary Returns
For returns resulting from:
- Change of mind
- Ordering the wrong product
- Ordering the wrong size or variant
- No longer wanting the product
- Personal preference
- The product not meeting the customer's subjective expectations
- Customer-selected compatibility or sizing issues
- Any other reason not caused by Alascars
the product must:
- Be unused, unworn, unwashed, and unaltered
- Be in substantially the same condition as delivered
- Show no signs of installation or actual use
- Include all original packaging, inserts, tags, accessories, manuals, storage bags, straps, and other included components
- Be free from dirt, dust, hair, pet hair, odors, moisture, stains, scratches, stretching, or other signs of use
- Have no damaged zippers, fasteners, elastic sections, straps, stitching, surfaces, or packaging caused after delivery
- Include valid proof of purchase
- Be the same product originally supplied by Alascars
Opening packaging only to reasonably inspect the product does not automatically make an item ineligible.
However, using or installing the product beyond what is reasonably necessary to inspect it may affect return eligibility or the refundable amount.
Mandatory consumer rights for verified defective, damaged, or incorrectly supplied products are not limited by this section.
3. Return Request Requirements
Before any return can be authorized, contact:
The return request must include:
- Order number
- Full and specific reason for the return
- Clear photographs of the entire product
- Photographs showing the current condition of the product
- Photographs of the original packaging
- Photographs of included accessories and components
- Additional photographs, videos, measurements, or information reasonably requested by us where relevant to the return reason
For alleged defects, damage, incorrect items, missing components, sizing problems, or compatibility issues, additional evidence may be required so that we can properly investigate the claim.
A return request is considered incomplete until the reasonably requested information necessary to evaluate the request has been provided.
Failure to provide sufficient information may prevent us from determining eligibility until the required information is received.
4. Return Authorization Required
If the return is eligible, Alascars will issue return instructions and provide the applicable authorized return address.
Return authorization does not guarantee a full refund.
Final refund eligibility and refund amount are determined after the returned product is received and inspected.
Do not return products to:
- The address printed on the original shipping label
- The carrier's origin address
- Any warehouse or address previously used for another return
- Any address obtained independently without authorization from Alascars
Our original shipping location and authorized return facility may be different.
The authorized return facility may also be located outside the customer's country.
Products sent without authorization or to an incorrect address may not be recoverable and may not qualify for a refund.
5. Return Shipping Deadline
For voluntary returns, once return instructions have been issued, the customer must hand the return to the carrier within 7 calendar days, unless a different period is approved by Alascars in writing.
If the product is not shipped within this period, the Return Authorization may expire.
Submitting a request during the 30-day return period does not create an unlimited period in which the product may later be returned.
Where mandatory law provides a different return deadline, the mandatory legal deadline will apply.
6. Return Shipping Requirements
Authorized returns must:
- Be shipped to the exact return address provided by Alascars
- Use a shipping service that provides online tracking
- Provide verifiable proof of shipment
- Provide online confirmation of successful delivery
- Be packaged appropriately to prevent damage during return transit
- Follow any additional reasonable return instructions provided with the authorization
The customer should retain all shipping receipts and tracking documentation until the return has been completed.
We may require signature confirmation for certain returns where reasonably necessary.
The customer remains responsible for the product until it is successfully delivered to the authorized return facility.
A shipping receipt or tracking number showing only that a package was sent does not constitute proof that the return was successfully delivered.
7. Return Shipping Costs
For voluntary returns resulting from:
- Change of mind
- Ordering the wrong product
- Ordering the wrong size or variant
- No longer wanting the product
- Personal preference
- Product not meeting subjective expectations
- Customer-provided incorrect vehicle or sizing information
- Compatibility concerns not resulting from inaccurate information supplied by Alascars
- Any other reason not caused by our error
the customer is responsible for the full cost of returning the product.
This includes, where applicable:
- International return shipping
- Tracking
- Insurance
- Customs charges
- Brokerage fees
- Carrier fees
- Taxes
- Other return-related charges
Return shipping costs are non-refundable.
Packages sent Cash on Delivery (COD), freight collect, postage due, or with unpaid customs or carrier charges will not be accepted.
8. Free Shipping Orders
“Free shipping” means that Alascars paid the outbound shipping cost on behalf of the customer. It does not mean that no shipping expense was incurred.
For voluntary returns or returns not caused by an error on our part, the actual original outbound shipping cost incurred by Alascars may be deducted from the refundable amount, even where the customer originally received free shipping.
The eligible refund may therefore be calculated as:
Amount paid for returned product − applicable original outbound shipping cost − other permitted deductions
This deduction will not apply where the return results from a verified error by Alascars and applicable law requires us to bear those costs.
Where mandatory law requires original standard delivery charges to be refunded, that requirement will apply.
9. Original Shipping Charges
Original shipping and delivery charges are non-refundable for voluntary returns, except where required by applicable law.
Additional shipping services selected by the customer, including expedited or premium shipping, are also non-refundable unless required by applicable law.
10. Vehicle Compatibility, Size & Customer-Provided Information
Many Alascars products depend on vehicle model, year, dimensions, steering wheel size, selected product size, or other compatibility information.
Customers are responsible for reviewing the available product information and providing accurate information when selecting a product.
If the product supplied materially matches the:
- Product ordered
- Size or variant selected
- Vehicle information entered by the customer
- Measurements provided by the customer
- Product specifications disclosed before purchase
- Other information submitted or confirmed by the customer
a return resulting from fit preference, sizing preference, customer expectations, or customer selection will generally be treated as a voluntary return, rather than an Alascars fulfillment error.
A product being tighter, looser, larger, smaller, heavier, lighter, different in appearance under real-world conditions, or otherwise different from a customer's subjective expectation does not by itself establish a product defect or seller error where the product materially matches the description and specifications disclosed before purchase.
If Alascars directly provides materially incorrect compatibility information or supplies a product that does not match the customer's confirmed order information, we will investigate the matter as a potential Alascars error.
Compatibility claims will be assessed using:
- Order records
- Product and variant selected
- Vehicle information supplied by the customer
- Measurements supplied by the customer
- Product specifications
- Applicable product page at the time of purchase
- Communications between Alascars and the customer
- Photographs, measurements, or other relevant evidence
11. “Does Not Fit” or “Not as Expected” Claims
Statements such as:
- “It does not fit”
- “It does not fit the way I expected”
- “I don't like how it looks”
- “It is not what I expected”
- “I thought it would be different”
- “I changed my mind”
do not automatically establish that the product is defective, incorrectly supplied, or materially different from its description.
Where a customer alleges that a product does not fit or is materially different from what was advertised, Alascars may reasonably request evidence showing the claimed discrepancy, including:
- Photographs of the product
- Photographs showing attempted fitment where appropriate
- Vehicle make, model, year, and version
- Relevant vehicle or product measurements
- Product labels or size markings
- Video showing the alleged issue
- Other information reasonably necessary to compare the delivered product with the order and product description
A claim will be evaluated based on whether the product supplied materially differs from the product ordered, confirmed specifications, or representations made by Alascars, rather than solely on the customer's subjective expectations.
Where the evidence shows that the correct product and selected size/variant were supplied and that the product materially matches the information disclosed before purchase, the request will generally be processed under the voluntary return provisions of this policy.
Where evidence verifies that Alascars supplied the wrong product, materially inaccurate information, or a genuinely defective product, the matter will be handled as an Alascars error.
12. Inspection of Returned Products
Every returned product is subject to inspection before a refund is approved.
We may document the condition and contents of returned packages through photographs, video, weight records, packaging records, or other reasonable inspection records.
Inspection may verify:
- Product identity
- Product condition
- Signs of use or installation
- Packaging condition
- Missing components
- Accessories
- Damage
- Contamination
- Whether the returned item matches the product originally shipped
A package being marked “Delivered” to our return facility does not itself establish that the correct product was returned in eligible condition.
13. Refund Deductions for Condition
Where permitted by applicable law, the refundable amount may be reduced if the returned product has lost value because of customer handling, installation, use, damage, missing components, or an incomplete return.
Examples include:
- Signs of installation or use
- Dirt, dust, hair, pet hair, odors, moisture, or stains
- Scratches or surface damage
- Stretched elastic components or straps
- Damaged zippers, clips, stitching, or fasteners
- Missing packaging
- Damaged packaging beyond normal opening
- Missing accessories or components
- Alteration or modification
- Excessive handling
- Product condition materially different from the condition in which it was delivered
Any deduction will reflect the reasonably documented loss in value or costs attributable to the returned condition where permitted by law.
Products rendered materially damaged, altered, incomplete, contaminated, or unsuitable for resale because of customer handling may be refused where permitted by applicable law.
14. Incorrect or Unrelated Items Returned
Customers must return the exact product supplied under the applicable order.
A refund will not be issued merely because a package was delivered to our return facility.
If inspection shows that the package contains:
- A different product
- A different model or variant
- An unrelated item
- An empty package
- Missing substantial parts
- A product that cannot reasonably be identified as the product supplied by Alascars
the return may be rejected.
Where reasonably possible, we may allow the customer to arrange and pay for shipment of an incorrectly returned item back to them.
Alascars is not responsible for unrelated items accidentally included in a return package.
15. Damaged, Incorrect, Missing or Defective Products
Please inspect your order promptly after delivery.
For visible shipping damage, an incorrect product, or missing items, please contact us within 48 hours of delivery whenever reasonably possible so that evidence can be preserved and the matter investigated promptly.
For defects that could not reasonably have been discovered during initial inspection, contact us promptly after discovering the issue.
Please provide:
- Order number
- Detailed description of the issue
- Clear photographs
- Photographs of packaging where relevant
- Video where relevant
- Any other reasonable evidence necessary to investigate the claim
Alascars will assess the claim using available evidence including:
- Order records
- Product information
- Shipping records
- Tracking information
- Customer-provided photographs or videos
- Packaging evidence
- Customer communications
- Other relevant documentation
If Alascars verifies that an incorrect, damaged, defective, or incomplete product was supplied due to our error, we will provide an appropriate remedy.
Depending on the circumstances, this may include:
- Replacement
- Replacement component
- Exchange
- Partial refund
- Full refund
- Another appropriate solution
Where a verified Alascars error requires a return, we may provide or reimburse reasonable return shipping costs as appropriate.
Nothing in this section restricts mandatory legal rights relating to defective or non-conforming goods.
16. Damage After Installation or Use
Damage reported after installation or use is not automatically considered a manufacturing defect.
Alascars may require photographs, videos, vehicle information, installation details, measurements, and/or return of the product for inspection in order to determine the cause of the reported damage.
Damage resulting from excessive force, improper installation, incorrect positioning, misuse, modification, use with an incompatible vehicle, incorrect vehicle or sizing information provided by the customer, or other customer handling is not considered a manufacturing defect.
Where the cause of the reported damage cannot reasonably be determined from the evidence provided, Alascars may require the product to be returned for physical inspection before approving any defect-related refund, replacement, exchange, or other remedy.
Inspection Return Shipping Costs
Where a return is required solely to inspect a reported defect that cannot be verified remotely, the customer may be required to pay the return shipping cost initially.
If inspection confirms a manufacturing defect, fulfillment error, or other issue attributable to Alascars, Alascars will reimburse the customer for reasonable and documented return shipping costs and provide an appropriate resolution in accordance with this policy.
If inspection determines that the damage resulted from:
- Improper installation
- Excessive force
- Incorrect positioning
- Misuse or improper handling
- Modification
- Incorrect vehicle or sizing information provided by the customer
- Damage occurring after delivery that is not attributable to a manufacturing defect
the return shipping cost will remain the customer's responsibility.
If the returned product is found to have no manufacturing defect and the customer still wishes to return it, the return will be evaluated under the applicable voluntary return conditions of this policy.
Where applicable law requires Alascars to bear return shipping costs for verified defective goods, those requirements will apply.
17. Unboxing Evidence
For shipping damage, incorrect product, missing-item, or arrived-damaged claims, customers are strongly encouraged to record the complete opening of the package.
The strongest unboxing evidence should:
- Begin before the package is opened
- Clearly show the shipping label
- Show the package while sealed
- Be recorded continuously without cuts or edits
- Clearly show all contents
- Clearly show the product's condition immediately after opening
Unboxing evidence can be particularly important when determining whether damage or missing contents existed at the time of delivery.
If an unboxing video is unavailable, Alascars may request additional photographs, packaging evidence, carrier information, measurements, or other documentation reasonably necessary to assess the claim.
Customers should retain the original packaging while a damage or incorrect-item claim is being investigated.
Failure to preserve relevant evidence may make certain claims more difficult to verify, but does not remove rights that cannot legally be waived.
18. Refused, Unclaimed & Undeliverable Shipments
Refusing a shipment or failing to collect it is not an authorized return procedure.
This includes shipments returned because of:
- Customer refusal
- Failure to collect the package
- Repeated failed delivery attempts
- Incorrect address supplied by the customer
- Incomplete address supplied by the customer
- Failure to respond to the carrier
- Failure to pay applicable import duties, taxes, customs charges, or carrier fees
No refund will be considered until the shipment has actually been returned to a location where Alascars can recover and inspect it.
If the shipment is successfully recovered, any eligible refund may be reduced, where permitted by applicable law, by actual costs incurred including:
- Original outbound shipping
- Return-to-sender shipping
- Carrier surcharges
- Storage or handling charges imposed by the carrier
- Customs or brokerage charges incurred by Alascars
- Loss in product value caused during the return process
If the package is abandoned, destroyed, lost, or otherwise cannot be recovered because of the customer's refusal or failure to complete delivery requirements, a refund may not be available except where required by applicable law.
19. Unauthorized Returns
Products sent without Return Authorization are not considered authorized returns.
Alascars cannot guarantee acceptance, recovery, identification, inspection, or refund for products:
- Returned without contacting us
- Sent before approval
- Sent to an incorrect address
- Sent to the original shipping origin without instruction
- Sent COD or freight collect
- Sent without sufficient order identification
- Sent contrary to the authorized return instructions
Customers should not assume that simply mailing a product back creates an entitlement to a refund.
20. Non-Returnable Situations
Unless otherwise required by applicable law, a voluntary return may be refused when:
- The return request was submitted outside the applicable return period
- Return Authorization expired before shipment
- The product has been materially used
- The product has been materially installed
- The product has been altered or modified
- Damage resulted from improper installation
- Damage resulted from accident, misuse, neglect, or customer handling
- Substantial components or accessories are missing
- The returned product is not the product originally supplied
- The customer cannot provide valid proof of purchase
- The product cannot reasonably be recovered because it was returned without authorization
- The product is materially damaged or contaminated after delivery
- Another exclusion disclosed at the time of purchase applies
- Damage resulting from installation, use, excessive force, misuse, incorrect positioning, modification, or other customer handling rather than a verified manufacturing defect.
Mandatory rights relating to verified defective or incorrectly supplied products remain unaffected.
21. Sale, Clearance, Promotional & Gift Items
Gift cards and gift codes are non-refundable except where required by law.
Products clearly identified as Final Sale or Non-Returnable before purchase are not eligible for voluntary change-of-mind returns except where applicable law requires otherwise.
Where a return affects a promotion, bundle, free-product offer, or conditional discount, the refund may be recalculated according to the original promotional terms.
If a promotional gift or bundled item was supplied on the condition that the customer purchased or retained another product, Alascars may require the promotional item to be returned or may deduct its applicable value where clearly disclosed and permitted by law.
Discounting a product does not remove mandatory rights relating to a genuinely defective, damaged, or incorrectly supplied product.
22. Exchanges
Exchange requests remain subject to applicable return eligibility requirements.
Where appropriate, the fastest method may be:
- Obtain authorization to return the original item
- Complete the authorized return
- Place a separate order for the desired product
Where an exchange is requested because the customer selected an incorrect size, vehicle, variant, or product, applicable shipping costs may be the customer's responsibility.
Verified fulfillment errors by Alascars will be handled separately.
23. Order Cancellation
Orders are processed as quickly as possible.
Cancellation or modification requests are not guaranteed once processing or fulfillment has begun.
Once an order has been shipped, it generally cannot be cancelled and must follow the applicable return procedure after delivery.
This does not restrict any cancellation right required by applicable law.
24. Refund Processing
A return becomes eligible for refund consideration only after the authorized return has been:
- Successfully delivered to the authorized return facility
- Identified as belonging to the correct order
- Inspected
- Determined to meet applicable return requirements
If approved, the eligible refund will be issued to the original payment method.
Applicable deductions permitted under this policy or applicable law may be applied before the refund is issued.
We will generally process an approved refund within 10 business days after refund approval.
After we submit the refund, the customer's bank, card issuer, PayPal, or other payment provider may require additional processing time.
If more than 15 business days have passed after we confirmed that a refund was processed, contact:
25. Chargebacks & Payment Disputes
We strongly encourage customers experiencing an order issue to contact support@alascars.com first so that we have an opportunity to investigate and provide an appropriate resolution.
A chargeback, PayPal claim, or other payment dispute does not itself establish that:
- The product was defective
- The wrong product was supplied
- The product was materially different from its description
- A voluntary return qualifies for a refund
- The customer has returned the merchandise
Where relevant, these matters remain subject to supporting evidence.
Dispute Opened During a Return or Refund Request
If a payment dispute is opened while a return, replacement, or refund request is being reviewed, Alascars may pause direct refund processing and handle the financial resolution through the applicable payment provider's dispute process where necessary to prevent duplicate reimbursement.
Where the payment provider prevents the merchant from issuing a direct refund while a payment is under dispute, the refund will be handled through the applicable dispute process.
Opening a dispute does not eliminate any physical return requirement imposed by Alascars, the payment provider, card network, issuing bank, or applicable law.
Where return of the merchandise is required, the customer may be required to:
- Return the product
- Use a trackable shipping service
- Ship to the address specified by Alascars or the payment provider
- Provide valid proof of delivery
- Comply with applicable deadlines
Dispute Opened Without Prior Contact
Customers retain any dispute rights available through their payment provider.
However, where a customer opens a dispute without first providing Alascars sufficient information to identify or investigate the alleged problem, Alascars may submit evidence showing:
- That no prior product issue was reported
- That no evidence of the alleged defect or discrepancy was provided
- That Alascars had not been given an opportunity to investigate the allegation before the dispute
- The product and order information applicable to the transaction
The absence of prior contact does not automatically invalidate a legitimate dispute, but it may be relevant evidence when determining whether an alleged product problem was previously reported or verified.
Evidence Provided in a Dispute
If a chargeback, PayPal claim, card dispute, or other payment dispute is opened, Alascars may provide relevant evidence to the payment provider, card network, issuing bank, or other authorized party, including:
- Order confirmation
- Transaction information
- Customer-provided order information
- Product and variant selected
- Vehicle or sizing information
- Product description applicable at the time of purchase
- Product specifications
- Refund Policy applicable at the time of purchase
- Terms accepted at the time of purchase
- Shipping records
- Tracking information
- Proof of delivery
- Return instructions
- Return tracking
- Customer communications
- Photographs
- Videos
- Return inspection documentation
- Other relevant transaction evidence
A customer is not entitled to receive both a payment-provider reversal and a separate merchant refund for the same amount.
Payment disputes ultimately remain subject to the rules and final determination of the applicable payment provider, card network, or financial institution.
26. Fraud, False Claims & Return Abuse
We reserve the right, where permitted by applicable law, to document transactions and restrict future purchases or service in cases involving evidence of:
- Return fraud
- Knowingly false claims
- Returning a different product
- Empty-package returns
- Manipulated evidence
- Repeated abusive return activity
- Attempted duplicate refunds
- Abuse of promotional programs
- Other fraudulent transaction behavior
We may preserve relevant order, tracking, communication, return, and inspection records for use in responding to payment disputes or lawful fraud investigations.
This provision does not restrict legitimate consumer rights or prevent customers from raising genuine product or delivery concerns.
27. European Union – Statutory Right of Withdrawal
Where mandatory European Union consumer law applies, eligible consumers generally have the right to withdraw from an online purchase within 14 days after receiving the goods without providing a reason.
The customer must notify Alascars of the decision to withdraw within the applicable withdrawal period.
After notification, the product must be returned within the period required by applicable law.
Where permitted and disclosed before purchase, the customer is responsible for the direct cost of returning the product.
The customer may be responsible for diminished product value resulting from handling beyond what is necessary to establish the product's nature, characteristics, and functioning.
Where required by EU law, reimbursement under the statutory right of withdrawal will include the applicable original standard delivery cost. Additional costs resulting from the customer selecting a more expensive delivery method do not need to be reimbursed to the extent permitted by law.
Mandatory legal rights concerning faulty or non-conforming products remain unaffected.
28. Mandatory Consumer Rights
This Refund & Return Policy establishes Alascars' return procedures and voluntary return conditions.
Nothing in this policy is intended to exclude, waive, or restrict consumer rights that cannot legally be excluded or waived.
If mandatory consumer protection law applicable to a particular transaction conflicts with a provision of this policy, the mandatory legal requirement will apply.
Contact
For returns, refunds, exchanges, damaged products, or order-related concerns: