Refund policy

TSW RETURNS, CANCELLATIONS & REFUND POLICY

At TSW Off-Road, we want you to feel confident about your purchase and understand what to expect after placing an order. Many of our products are built, rebuilt, configured, or specifically allocated for each customer, so our team often begins working on an order shortly after it is received.

We understand that plans sometimes change, and we will always make a reasonable effort to help when possible. At the same time, we ask that customers review their order carefully and understand the following policies before completing their purchase.

ORDER CANCELLATIONS & BUILD TIMES

Estimated build times shown on our website or provided at the time of purchase represent the approximate amount of time required to prepare your order before shipment.

An estimated build time is not a cancellation period.

Once an order is placed, TSW may immediately begin allocating inventory, ordering components, scheduling production, rebuilding or preparing shocks, and committing labor and resources specifically to that order.

For example, if an order has an estimated 1–2 week build time, an order that has been in process for only a few days is still within its normal production timeframe. The fact that an order has not yet shipped does not automatically make it eligible for cancellation.

We ask that customers allow the estimated build time provided at the time of purchase for their order to be completed.

If you need to request a change or cancellation, please contact us as soon as possible. If TSW agrees to cancel an order that has already entered processing or production, the refund may be subject to a 15% cancellation/restocking fee, along with applicable freight, special-order parts, and non-refundable payment processing fees.

Payment processors charge TSW transaction fees when an order is placed, and these fees may not be returned to us when an order is refunded. The cancellation fee helps offset these costs as well as labor, inventory allocation, and other expenses already committed to the order.

30-DAY RETURN POLICY

Eligible non-Exchange Program products may be considered for return when the return request is made within 30 days of the original order date.

After 30 days from the original order date, products are no longer eligible for return or refund.

All returns require prior authorization from TSW.

Approved returns are subject to a 15% restocking fee, plus applicable freight, shipping, and non-refundable payment processing fees. These fees may be calculated from the total original transaction amount, including applicable shipping charges and deposits.

AFTER AN ORDER SHIPS

Once an order has shipped, it can no longer be canceled.

Eligible non-Exchange Program products may still qualify for return within the applicable 30-day return period, provided they meet all of the return requirements outlined below.

Exchange Program shock orders are different and are considered final once shipped.

EXCHANGE PROGRAM SHOCK ORDERS

Because of the nature of the TSW Shock Exchange Program, Exchange Program shock orders cannot be canceled, returned, or refunded once they have shipped.

Exchange shocks are prepared and allocated specifically to fulfill an individual customer's order and are removed from our available exchange inventory. Once those shocks leave our facility, the Exchange Program transaction is considered final.

Please verify your vehicle information, shock configuration, shipping address, and order details before completing your purchase.

If you need to make a change to an Exchange Program order, please contact TSW before the shocks ship, and we will make every reasonable effort to assist you.

This final-sale policy does not affect applicable warranty coverage. If you experience an issue with your Exchange Program shocks, please contact us. If there is a legitimate warranty issue, we want the opportunity to evaluate it and make it right.

RETURN CONDITION

To qualify for an approved return, an eligible product must be:

  • New and unused

  • Never installed

  • In the same condition in which it was received

  • Free from installation marks, scratches, damage, or modification

  • Returned with all originally included hardware, accessories, and components

  • In its original packaging whenever applicable

  • Accompanied by the original order number or proof of purchase

Products that do not meet these requirements may be refused or subject to additional deductions based on their condition.

INSTALLED PRODUCTS ARE FINAL SALE

Please inspect your order carefully and verify that all components are correct before beginning installation.

Once a product has been installed, mounted, modified, or put into use, it is considered accepted and is no longer eligible for return, refund, or partial refund.

This includes shocks and all other suspension components.

Evidence of installation—including installation marks, scratches, damaged hardware, or modification—may cause the product to be considered used and therefore ineligible for return.

RETURNS AND WARRANTIES ARE DIFFERENT

Our return policy does not eliminate applicable warranty coverage.

A return applies when a customer decides they no longer want an otherwise properly functioning product.

A warranty claim applies when there is a suspected defect or workmanship issue.

If you install a product and later experience an issue that you believe is related to TSW workmanship, please contact us. We stand behind our work and want the opportunity to evaluate the problem and take care of you under our warranty policy when applicable.

DAMAGED, INCORRECT OR MISSING ITEMS

Please inspect your order as soon as it arrives and before installation.

If your shipment arrives damaged, contains the wrong product, or appears to be missing an item, please contact us as soon as possible so we can evaluate the situation and help resolve it.

We may request photographs of the:

  • Product

  • Shipping box

  • Packaging materials

  • Shipping label

  • Damaged area

  • Incorrect or missing components

Please retain the original packaging until the issue has been resolved.

If we made a mistake, we want the opportunity to correct it.

SHIPPING & DELIVERY

Once your order ships, please monitor the tracking information provided by the carrier.

Customers are responsible for providing a complete and accurate shipping address and for securing packages once they have been delivered.

TSW cannot be responsible for theft or loss occurring after a carrier confirms delivery to the address provided with the order.

If a package appears to be lost or damaged while in transit, please contact us. We will make a reasonable effort to assist you in working with the shipping carrier and resolving the situation.

RETURN SHIPPING

Customers are responsible for properly packaging and shipping products being returned to TSW unless otherwise specifically authorized by TSW.

We strongly recommend retaining your tracking information until your return has been received and processed.

Products damaged during return shipment because of inadequate packaging may be refused or may have the cost of the resulting damage deducted from any applicable refund.

STARTING A RETURN

All returns require prior authorization from TSW.

Please do not ship a product back without first contacting our team. We will not accept it.

To request a return, contact:

Sales@tswoffroad.com

Please include:

  • Your name

  • Order number

  • Product you would like to return

  • Reason for the return

  • Photos of the product when requested

Our team will review your request, confirm whether the product is eligible for return, and provide the appropriate next steps.

OUR COMMITMENT TO OUR CUSTOMERS

We understand that purchasing suspension components is a significant investment, and we want the ordering process to be as straightforward as possible.

Our policies are not designed to prevent us from helping customers. They exist because we begin committing inventory, labor, processing costs, and production resources shortly after an order is placed.

As a small business, we take pride in providing a level of personal service and accountability that can be difficult to find with larger companies. If something goes wrong that is our responsibility, we want the opportunity to make it right.

If you are unsure about product compatibility, vehicle configuration, current build times, Exchange Program requirements, or anything else related to your order, please contact us before placing your order.

We would much rather answer your questions beforehand and make sure you are ordering exactly what you need.

 

 

Credit Card Dispute Policy

At TSW Off-Road, we are committed to providing clear communication, quality service, and fair resolution of any issues that may arise. As a small business, chargebacks and credit card disputes have a significant impact on our operations, and we ask that customers contact us directly first so we can resolve any concerns quickly and efficiently.

Contact Before Disputing

If you have any issue with your order, service, or product, please contact us before initiating a dispute with your credit card provider. Most issues can be resolved quickly through direct communication.

Unauthorized or Premature Disputes

If a credit card dispute (chargeback) is initiated before contacting us or while an order is in progress or in transit, the following may apply:

  • All work may be paused immediately

  • Shipments may be stopped, rerouted, or withheld when possible

  • Any applicable fees, shipping costs, or processing costs may be deducted from refunds

  • Warranty and service eligibility may be voided

Orders in Transit

Once an order has shipped, it is considered fulfilled. If a dispute is opened after shipment:

  • We may attempt to reroute or intercept the package, but this is not guaranteed

  • The customer is responsible for return shipping and any carrier fees

  • Original shipping costs are non-refundable

Resolution Process

If a dispute is opened, we reserve the right to:

  • Provide all order documentation, communication history, and tracking information to the payment provider

  • Contest disputes when services have been rendered or products have been shipped

  • Recover any associated fees where permitted

Our Commitment

We understand that issues can happen, and we are always willing to work with our customers to find a fair solution. We are a small business, and while we are not perfect, we take responsibility and will always do our best to make things right when given the opportunity.

Contact Us

For any concerns, please reach out to us directly:

Email: Sales@tswoffroad.com
Phone: 512-359-5450