Return & Refund Policy

EXR Roof Racks & Accessories
Effective Date: November 2, 2026

At EXR Roof Racks & Accessories, we stand behind our products and want you to shop with confidence. Please review the following return and refund policy before placing your order.

1. Return Eligibility

We accept eligible returns within 30 days of delivery.

To qualify for a standard return:

• The product must be in new, unused condition.

• The product must not have been installed, mounted, modified, or damaged.

• All original components, hardware, accessories, and instructions must be included.

• Proof of purchase is required.

• A Return Merchandise Authorization (RMA) must be issued before returning merchandise.

Products that have been installed or used are not eligible for standard customer-choice returns. This restriction does not limit applicable warranty rights or remedies required by law.

2. Restocking Fees

EXR does not charge a restocking fee for eligible returns.

To qualify for a refund, returned merchandise must be unused, complete, and in resale-ready condition, including all original components, hardware, and accessories.

Products that have been installed, used, modified, or damaged are not eligible for standard customer-choice returns.

All returns are subject to inspection upon receipt. Merchandise that does not meet the return eligibility requirements may be rejected.

No restocking fee applies to products that arrive defective, damaged in transit, or incorrectly shipped by EXR. These situations are handled separately under Section 6.

3. Return Shipping Costs

For standard customer-choice returns:

• Customers are responsible for return shipping costs.

• Original outbound shipping charges are nonrefundable.

• Customers should use a trackable shipping service and package returned merchandise securely.

• EXR is not responsible for return shipments lost or damaged in transit.

If EXR shipped an incorrect item or a product arrived defective or damaged, EXR will provide appropriate return or replacement instructions and cover reasonable return shipping costs when required.

4. How to Request a Return

All returns require prior authorization.

To request a return, contact:

Email: support@smsparts.com
Phone: 215-310-1917

Please provide:

• Your name and order number

• Date of purchase

• Product name or EXR part number

• Reason for the return

• Photographs, if the product is damaged, defective, or incorrect

If your return is approved, we will issue an RMA number and provide return instructions.

Do not send merchandise back without an approved RMA number.

An RMA is valid for 30 days from its issuance date. If the return is not received within that period, please contact us for further instructions. Additional authorization may be required.

5. Refund Processing

Once returned merchandise is received, we will inspect it to confirm eligibility.

Approved refunds will be processed promptly, with the goal that customers receive their refund within 14 calendar days of our receipt of the returned merchandise.

Refunds will be issued to the original payment method whenever possible.

Original outbound shipping charges are nonrefundable for standard customer-choice returns.

Your bank or payment provider may affect the exact date funds become available.

If a return is not eligible, we will contact you to discuss available options.

6. Damaged, Defective, Missing, or Incorrect Products

Please inspect your shipment upon delivery.

If your order arrives damaged, defective, incomplete, or incorrect, contact us as soon as reasonably possible at support@smsparts.com.

Include your order number, a description of the issue, and photographs of the product and packaging where applicable.

We will review the issue and determine an appropriate resolution, which may include replacement parts, replacement merchandise, repair, or refund, depending on the circumstances and applicable law.

These situations are handled separately from standard customer-choice returns and are not subject to standard restocking fees.

7. Manufacturer Warranty

EXR-manufactured products are covered by a limited three-year manufacturer warranty against defects in materials and workmanship, subject to the terms, conditions, and exclusions of the warranty.

Warranty claims are separate from standard returns.

For complete warranty information, visit:

https://www.smsparts.com/warranty

8. Third-Party and Special-Order Products

Products manufactured or fulfilled by third-party suppliers, including certain products offered through Shopify Collective, may be subject to additional return eligibility requirements.

Any applicable product-specific restrictions or fees will be disclosed before purchase.

Custom-made or specially ordered products may be ineligible for customer-choice returns when clearly identified as such before purchase.

Nothing in this section limits rights provided by applicable law.

9. Purchases from Authorized Dealers

For standard returns of EXR products purchased through an authorized dealer or another retailer, please contact the original seller.

EXR manufacturer warranty claims may be submitted separately with valid proof of purchase, subject to warranty terms.

10. Contact Information

EXR Roof Racks & Accessories
915 Miller Avenue
Croydon, PA 19021
United States

Email: support@smsparts.com
Phone: 215-310-1917
Website: https://exrroofracks.com

This policy applies to purchases made directly through exrroofracks.com. It does not exclude or restrict any consumer rights or remedies that cannot lawfully be waived.