Returns and Refunds
A 30 day return window, a clear line on installed electrical parts, and a defective goods process written by people who diagnose these faults for a living.
We would rather you bought the right part than bought twice. If something is wrong with your order, tell us and we will sort it out. This page explains exactly what we will and will not take back, so there are no surprises after you order.
01. Return window
You have 30 days from the delivery date to request a return. Requests made after 30 days cannot be accepted.
The clock starts on the date the carrier records delivery, not the date you open the box. If you are ordering a part ahead of a job you have not scheduled yet, please keep that in mind.
02. How to start a return
Every return needs a Return Merchandise Authorisation (RMA) number before you send anything back. Parcels arriving without one cannot be identified, matched to an order or refunded.
- Email support@golfcartlab.com with your order number and the reason for the return.
- Tell us the condition of the item, and whether it has been opened, fitted or powered up.
- We reply within one business day with an RMA number and the correct return address.
- Write the RMA number clearly on the outside of the parcel and ship it back within 14 days of the RMA being issued.
The return address is not our billing address and it is not printed on your invoice. An unauthorised parcel sent to the wrong place may be refused or lost, and we cannot refund goods we never received.
03. Restocking fee
Returns that are not our fault carry a 20% restocking fee, deducted from your refund. This covers inspection, repackaging and the cost of putting stock back into the supply chain.
The restocking fee does not apply when the item is defective, damaged in transit, or not what you ordered. In those cases you receive a full refund and we cover freight both ways.
04. Return shipping costs
| Reason for return | Who pays return shipping | Restocking fee |
|---|---|---|
| Changed your mind | You | 20% |
| Ordered the wrong part | You | 20% |
| Item arrived damaged | We do | None |
| Item is defective | We do | None |
| We sent the wrong item | We do | None |
Where you are paying return shipping, use a trackable service. Until a returned parcel reaches us it remains your responsibility, and we cannot refund a return that goes missing in transit without proof of delivery.
Original outbound shipping charges are not refunded on returns that are not our error.
05. Items that cannot be returned
- Electrical and electronic components that have been installed or had power applied. See section 06, which explains the one important exception.
- Special order and made to order items, including anything built, configured or ordered specifically for you.
- Items returned without an RMA number, or returned more than 14 days after the RMA was issued.
- Items returned after the 30 day window has closed.
- Items missing original packaging, hardware, fixings or accessories. These may be accepted at a reduced partial refund at our discretion.
06. Installed electrical parts
Once a controller, motor, charger, converter, solenoid or other electronic component has been fitted to a cart or had power applied to it, we cannot accept it back because you changed your mind, ordered the wrong part, or found it did not fit.
This is standard across the trade and there is a hard reason for it. An incorrectly wired controller can be destroyed in the instant it is first powered up, and the damage is often invisible from the outside. Once that has happened the unit cannot be resold, and no supplier will take it back.
If a part is genuinely faulty, fitting it is usually the only way you would ever find out. We are not going to refuse you on a technicality for discovering a dead unit the only way it can be discovered.
A component that fails on first power up and is verified faulty is handled under section 07 as a defective item, not refused as an installed one.
To tell those two situations apart we will ask you for specific evidence: voltage readings at named test points, any fault or error codes the cart is showing, and photographs of the wiring as installed. We publish the diagnostic procedures for most of these faults, so we can usually work out within a single exchange whether the part failed or the installation did.
Check fitment before you fit. Our tools and guides are free, and if you are unsure, ask us before you order rather than after you install.
07. Defective or dead on arrival
If a part is faulty out of the box, report it within seven days of delivery. We cover return freight, and you choose a replacement or a full refund with no restocking fee.
Send us your order number, a description of the fault, and whatever diagnostic readings or error codes you have. The more precise the information, the faster we can resolve it, and in some cases we can identify a wiring or configuration issue that saves you sending the part back at all.
Where a fault appears later in the product life rather than on arrival, it is handled as a warranty claim under section 10.
08. Cancelling an order
You can cancel free of charge at any time before your order is dispatched. You receive a full refund with no fee of any kind.
Email us as soon as you decide. Orders are released quickly, and once a shipment has left we can no longer stop it. At that point the order becomes a return and the normal terms on this page apply.
09. Refunds
Returned items are inspected on arrival. Once approved, refunds are issued within five business days to the original payment method.
Your bank or card issuer may take a further few days to post the credit to your statement, which is outside our control.
Partial refunds may be issued where an item comes back not in its original condition, damaged for reasons that are not our fault, or missing parts or packaging.
10. Warranty
Products carry the manufacturer warranty supplied with them. Terms, length and coverage are set by the manufacturer and vary by brand and product.
We do not add a separate warranty of our own, and we do not reduce the one you get. If you need to make a claim, contact us and we will help you file it and follow it up.
11. Contact us
Questions about a return, a fault, or whether a part is right for your cart. We reply within one business day.
Start a return or report a fault
Include your order number and, for a suspected fault, any readings or error codes you have. It gets you an answer faster.
support@golfcartlab.com