Customer support policy
Refund & Return Policy
Contact us before returning an item. Eligibility depends on product condition, timing and whether the order was custom-made or personalized.
30-day return request window
Return requests for eligible products must be submitted within 30 days after delivery. Approval is required before shipping a return.
Return condition
Items must be unused, clean, uninstalled and returned with original packaging, accessories and proof of purchase. Products showing wear, odor, stains, damage or missing parts may be refused or subject to a deduction where permitted.
Custom and personalized products
Made-to-order, embroidered, logo-branded, private-label or otherwise personalized products are generally not returnable for preference or fitment details supplied incorrectly by the buyer. This does not limit remedies for a verified defect or an item supplied incorrectly.
Fitment issues
Send the order number, vehicle details and clear photos before removing labels or modifying the product. Our team will check whether the product, selected option and installation match the intended configuration.
Damaged, defective or incorrect items
Contact us promptly with photos of the product, packaging and shipping label. If the issue is verified, we will provide the appropriate replacement, return or refund instructions.
Refund processing
Approved refunds are issued to the original payment method after the returned item is received and inspected. Bank or payment-provider processing time is outside our control.
Return shipping
Do not send an item without return authorization and instructions. Responsibility for return shipping depends on the reason for return and applicable consumer law.
To start a request, email tiantaishepherdautosupplies@gmail.com with your order number and supporting photos.