Refund Policy
Last Updated: January 2024
1. 30-Day Return Policy
MSS Trailers offers a 30-day return policy from the date of delivery for all trailer hitches, couplings, and accessories purchased directly from our website. To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.
Due to safety regulations, certain products cannot be returned once installed or used. This includes safety-critical components that have been mounted to vehicles or subjected to load testing.
2. Non-Returnable Items
- Installed Products: Trailer hitches, couplings, or accessories that have been installed or mounted to a vehicle
- Used Safety Components: D-ring shackles, recovery straps, or towing equipment showing signs of wear or stress
- Custom Orders: Products manufactured to your specific vehicle specifications
- Opened Accessory Kits: Installation kits with opened packaging or missing components
- Software/Digital Products: Downloadable guides, installation manuals, or digital content
3. Refund Process
Email us at information@msstrailers.com or call +1 (302) 983-1234 to initiate your return request.
We'll provide a Return Merchandise Authorization (RMA) number and shipping instructions.
Include all original items, packaging, manuals, and accessories. Write RMA number clearly on the box.
Ship to: 100 W Thomas P Echols Ln, Shepherdsville, KY 40165. Customer pays return shipping unless the return is due to our error.
Once received and inspected, we'll process your refund within 5-10 business days to your original payment method.
4. Refund Methods & Timing
- Processing Time: 5-10 business days after we receive and inspect your return
- Refund Method: Refunds are issued to the original payment method used for purchase
- Shipping Costs: Original shipping charges are non-refundable. Return shipping is at customer's expense unless the return is due to our error
- Restocking Fee: A 15% restocking fee may apply to returns of non-defective items, excluding returns due to our error
5. Damaged or Defective Items
If you receive a damaged or defective product, please contact us immediately at +1 (302) 983-1234 or information@msstrailers.com within 48 hours of delivery.
We will arrange for a replacement or refund at no additional cost to you, including return shipping. Please provide photos of the damage or defect to expedite the process.
6. Wrong Item Received
If you receive the wrong item, please contact us within 7 days of delivery. We will cover all shipping costs for the return and send you the correct item immediately.
7. Warranty Claims
Our products come with a 2-year limited warranty covering manufacturing defects. Warranty claims are separate from returns and are handled through our warranty service process. Please refer to our Warranty Policy for details.
8. International Returns
International customers are responsible for all return shipping costs, customs duties, and taxes. Please ensure you mark the package as "Returned Goods" to avoid additional customs charges.
9. Contact Information
100 W Thomas P Echols Ln
Shepherdsville, KY 40165
United States
Sat-Sun: 10:00 - 16:00 EST