Return & Refund Policy
At Engines Factory, we are committed to providing clear and fair return procedures for our customers. This policy explains return eligibility, required authorization, return timeframes, restocking fees, freight responsibilities, and refund processing. All returns are subject to the conditions listed below.
Return Eligibility
Products are eligible for a standard non-defective return only after Engines Factory provides prior written return authorization and a Return Merchandise Authorization (RMA) number. The product must remain new, unused, uninstalled, unmodified, complete, and in its original shipping condition, including the original crate, pallet, packaging, and all parts and components originally supplied, when applicable.
The customer must provide the order number, reason for the return, photographs, and any other documentation requested by Engines Factory. Products that have been installed, operated, disassembled, altered, improperly stored, or returned with missing, removed, substituted, damaged, or non-original parts are not eligible for a standard non-defective return. Unauthorized returns will not be accepted.
If Engines Factory sends an incorrect application or product, the customer must contact Engines Factory promptly and must not install, modify, disassemble, or return the product without instructions. After verification, Engines Factory will provide the required return authorization and arrange the appropriate correction or return procedure.
Visible freight damage is handled separately. If a shipment arrives visibly damaged, the customer may refuse delivery at the time of delivery without obtaining an RMA in advance. The damage must be clearly noted on the carrier’s bill of lading or proof of delivery, and Engines Factory must be contacted the same day. Concealed freight damage discovered after delivery must be reported promptly with photographs and supporting documentation.
A product that has been installed may be returned only when the return is approved by the applicable warranty department as part of a valid warranty claim. Warranty returns, inspections, repairs, and replacements are handled separately under the applicable warranty terms and authorization procedures.
Special-order, custom-built, modified, or specifically sourced products may be non-returnable unless Engines Factory approves the return in writing.
Return Timeframe
All standard non-defective return requests must be submitted to Engines Factory within 5 calendar days of confirmed delivery. The customer must not install, operate, disassemble, alter, or remove any part from the product while the return request is being reviewed.
Submitting a request within the five-day period does not guarantee approval. All return eligibility requirements and prior written Return Merchandise Authorization (RMA) requirements still apply. Requests submitted after this period will not be accepted unless the matter qualifies under the applicable freight-damage or warranty procedures.
Refunds & Restocking Fees
All approved non-warranty returns are subject to a 25% handling and restocking fee, calculated from the product purchase price. The customer is also responsible for all applicable return freight, pickup, shipping, and related transportation charges. These amounts will be deducted from any approved refund.
Every returned product will be inspected before a refund is approved. The product must be returned complete and in the condition required under this policy. Additional deductions may apply when a product is returned with missing, removed, substituted, damaged, altered, or non-original parts, damaged packaging, or any loss in value caused after delivery. A return may be rejected when it does not meet the eligibility requirements.
Once an authorized return is received, inspected, and approved, the refund may take up to 30 calendar days to process. Approved refunds will be issued to the original payment method, less all applicable restocking fees, freight charges, component replacement costs, inspection charges, and other authorized deductions.
Warranty claims, verified shipping errors caused by Engines Factory, and approved freight-damage claims are handled separately according to the applicable warranty, shipping, and claim procedures.
Return Shipping & Freight Costs
For an approved non-defective return, the customer is responsible for all return freight, carrier pickup, and related transportation charges. Engines Factory will arrange the authorized freight pickup from the approved location and provide the required return shipping documents. Any freight charges paid or advanced by Engines Factory will be deducted from the approved refund.
Customers are not permitted to ship, dispatch, or return an engine or other product on their own. The customer must not select a carrier, create a shipping label, schedule transportation, or send the product without prior written authorization, a valid Return Merchandise Authorization (RMA) number, and shipping instructions from Engines Factory.
Any unauthorized return shipment may be refused or rejected at the receiving location. The customer will remain responsible for all resulting freight, redelivery, storage, handling, reconsignment, and related charges. Engines Factory is not responsible for loss, damage, or additional costs resulting from an unauthorized shipment.
Submitting a warranty claim does not automatically approve a return or make return freight free. Engines Factory or the applicable manufacturer must first review the claim and determine whether the reported problem is covered under the applicable warranty. The customer must follow all diagnostic, documentation, inspection, and authorization requirements and must not remove, repair, ship, or return the product unless instructed in writing.
If the claim is determined to involve improper installation, an incorrect application supplied by the customer, unauthorized work, or another condition excluded by the applicable warranty, the customer may be responsible for freight, pickup, inspection, testing, storage, redelivery, and other related costs. If a covered factory-related defect is verified, freight responsibility and return arrangements will be determined under the applicable warranty and confirmed in writing.
For a verified incorrect product sent by Engines Factory or an accepted freight-damage claim, Engines Factory will determine the appropriate carrier, pickup procedure, return destination, and responsibility for freight charges after the claim has been reviewed and approved.
The product must be complete, properly secured, and ready for pickup in its original shipping condition. Additional charges caused by improper packaging, an unavailable pickup location, missed carrier appointments, storage, reconsignment, or delays caused by the customer may be deducted from any approved refund.
Cancellation of Paid Orders Before Shipment
Once payment is confirmed, the order enters processing immediately. Any customer-requested cancellation before shipment is subject to a 15% cancellation fee, with a minimum cancellation charge of $250, whichever is greater. A cancellation request is not effective unless it has been received and approved in writing by Engines Factory.
No cancellation fee will apply if Engines Factory cannot fulfill the order, cancels the order, or confirms that the cancellation is required because of a billing or order-entry error made by Engines Factory. In those situations, the customer will receive a full refund.
Custom-built, special-order, modified, application-specific, or specifically sourced products cannot be canceled once production, machining, assembly, customization, or other order-specific work has begun. If a cancellation is approved before such work begins, the standard cancellation fee stated above applies.
Once an order has shipped, it cannot be canceled. Any request made after shipment will be handled separately under this Return & Refund Policy, including the applicable return eligibility requirements, 5-calendar-day return-request period, 25% restocking fee, and customer-paid return freight.
Any approved cancellation refund will be issued to the original payment method and may take up to 30 calendar days to process.
Unauthorized Refused Delivery & Redelivery Charges
If a customer refuses delivery of a correct and undamaged product without prior written authorization from Engines Factory, the refusal will be treated as an unauthorized refused delivery and not as an approved cancellation.
The customer is responsible for all costs resulting from the refusal, including the actual original outbound freight cost, whether separately listed on the invoice or included in the total product price, as well as return freight, rerouting, storage, redelivery, reconsignment, handling, reshipment, and any additional carrier charges.
If rerouting or redelivery remains possible, the customer may request delivery again. Engines Factory may arrange redelivery when permitted by the carrier, but all additional charges caused by the original refusal remain the customer’s responsibility.
If the product has already been returned to its authorized destination and the customer requests shipment again, the customer is responsible for all previous return charges and the full cost of the new shipment. Engines Factory is not required to arrange another shipment until the related charges have been paid, approved for deduction, or otherwise resolved.
These charges may be deducted from the customer’s core credit, approved refund, or any other amount otherwise payable to the customer. If the available credit or refund is insufficient, the customer remains responsible for the outstanding balance. Warranty claim processing may be suspended while the customer’s account has a past-due balance, subject to the applicable written warranty terms.
If the customer does not accept redelivery, the product will be handled under the applicable return eligibility, inspection, restocking, freight, and refund provisions stated elsewhere in this policy.
A properly documented refusal caused by visible freight damage or a verified incorrect product sent by Engines Factory is handled separately under the applicable freight-claim or return procedures.
Agreement to Policy Terms
By placing an order or completing a purchase after this policy has been made available for review, the customer acknowledges and agrees to this Return & Refund Policy and all applicable written order documents, warranty terms, shipping requirements, core-return terms, and Terms and Conditions governing the transaction.
This policy must be read together with the applicable Shipping Policy, Core Return Policy, Warranty Terms, and Terms and Conditions. When a product-specific warranty, written quotation, invoice, or order document contains more specific requirements concerning a particular product or transaction, those specific written requirements will apply to that subject. Applicable federal, state, and local law will control whenever it cannot legally be modified by agreement.
Any exception, waiver, amendment, or special approval must be expressly confirmed in writing by an authorized representative of Engines Factory. A failure or delay by Engines Factory in enforcing any provision on one occasion does not waive its right to enforce that provision or any other provision in the future. Terms submitted or added by a customer do not modify this policy unless Engines Factory expressly accepts them in writing.
If any provision of this policy is found to be invalid, unlawful, or unenforceable, that provision will be enforced to the maximum extent permitted by law, and the remaining provisions will continue in full force and effect.
Engines Factory may revise this policy for future transactions. Unless otherwise required by law or agreed to in writing, the version available when the customer places the order will govern that transaction.
Contact Us
For assistance with a return, refund, cancellation, freight issue, or warranty claim, please contact us through our Contact page or by phone. Please have your order or invoice number available. Contacting Engines Factory does not authorize a return, issue an RMA number, or extend any applicable deadline.
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Engines Factory supplies remanufactured gas, diesel, marine, and industrial engines, along with transmissions, cylinder heads, turbos, and other powertrain components. We serve repair shops, dealerships, fleets, marine businesses, and vehicle owners nationwide. Contact our team for availability, pricing, and a professional quote. Nationwide shipping is available.
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