We are always happy to make things right when a customer isn’t satisfied with their purchase. We offer 2 options:
1) A 90 day return policy which clearly states: To be eligible for a return, your item must be returned with all components that were included in the order. Your item must also be free of wear/tear, any cosmetic defects and in good working order.
2) Warranty Replacement: https://thorslightningairsystems.com/pages/warranty-returns
In order to fulfill the requirements of a warranty replacement or warranty refund, the customer must provide physical evidence that the product meets the requirements to be covered under warranty. In order to make this determination, supporting physical evidence must be provided by the customer to Thor’s Lightning.
In your case, Eric – our customer service team requested several times that you send photos and/or videos of the mount installed in your vehicle. This was so we could reasonably assess the issue(s) you were experiencing, and offer potential solutions/fixes. However, no photos or video were provided to our team. Instead, you made it very clear that you ‘tried every possible solution’ and would not send photos or video evidence. Given we, Thor’s Lightning, designed and engineered this mount and are the experts on this product, it is quite reasonable to think that we could offer a solution. Our team has been selling this mount successfully and without issue and would have loved an opportunity to gain more insight if there was something that could be changed or tweaked on this product to better suit our customer’s needs.
Instead, our offers to assist you were refused…and we received a beat up, damaged product back to our warehouse.
Amazon return policies were adhered to and a restocking fee was applied.
Eric, Our Return Policy and Warranty Replacement Policy are actually quite reasonable. It’s simple: If a customer refuses assistance and does not comply with company requests, policies, and procedures, and sends back a damaged product that can no longer be sold, then a restocking fee will be charged.
