Refund Policy

Our Commitment to Customer Satisfaction

At Suspense Automotive, we stand behind the quality of our work and parts. This Refund Policy outlines our approach to refunds, returns, and customer satisfaction for our automotive repair services.

We strive to ensure every customer is completely satisfied with our services. If you're not happy with our work, we want to make it right.

Service Satisfaction Policy

Quality Workmanship

If you're not satisfied with the quality of our workmanship, we will:

Re-perform the service at no additional charge
Correct any defects in our work within the warranty period
Provide a full refund if we cannot resolve the issue to your satisfaction

Service Completion

For services that cannot be completed as agreed:

Full refund for services not performed
Partial refund for partially completed work, based on work actually performed
No charge for diagnostic time if we cannot identify or resolve the issue

Parts and Materials Refund Policy

New Parts

For new parts purchased and installed by us:

Defective parts will be replaced under manufacturer warranty
Wrong parts ordered by us will be exchanged at no charge
Parts not yet installed may be returned within 30 days with receipt
Custom-ordered parts are generally non-returnable

Used/Remanufactured Parts

For used or remanufactured parts:

Limited warranty as specified at time of purchase
Exchange for defective parts within warranty period
No refunds on used parts unless they fail within warranty period

Refund Process and Timeline

Step 1: Contact Us

Contact us within 30 days of service completion to discuss your concerns. We prefer to resolve issues through direct communication first.

Step 2: Evaluation

We will evaluate your concern and may request to inspect the work or vehicle to determine the appropriate resolution.

Step 3: Resolution

Based on our evaluation, we will offer one of the following:

Re-perform the service at no charge
Partial or full refund
Store credit for future services
Alternative solution acceptable to both parties

Step 4: Refund Processing

Approved refunds will be processed within 5-10 business days using the original payment method when possible.

Situations Not Eligible for Refunds

The following situations are generally not eligible for refunds:

Change of Mind: Refunds for completed, satisfactory work due to customer change of mind
Normal Wear: Issues arising from normal wear and tear after service completion
Misuse: Problems caused by vehicle misuse or failure to follow maintenance recommendations
Third-Party Damage: Damage caused by accidents or other parties after our service
Diagnostic Fees: Diagnostic fees for services declined by customer (unless we cannot identify the issue)
Custom Work: Specialized custom fabrication work that meets specifications

Warranty vs. Refund

It's important to understand the difference between warranty coverage and refund eligibility:

Warranty Coverage

Defects in workmanship
Premature part failure
Installation issues
Free repair or replacement

Refund Eligibility

Unsatisfactory service quality
Incomplete service delivery
Inability to resolve issues
Money back to customer

Emergency Service Refund Policy

For emergency automotive services:

Emergency service fees are non-refundable once a technician is dispatched
If we cannot resolve your emergency issue, we will not charge for the attempted repair
Emergency diagnostic fees may be waived if we cannot identify the problem
Temporary repairs are clearly identified and may have different refund terms

Dispute Resolution

If you're not satisfied with our refund decision:

Request to speak with a manager or owner
Provide detailed documentation of your concerns
Allow us additional opportunity to resolve the issue
Consider mediation through automotive industry organizations
Pursue resolution through appropriate legal channels if necessary

Contact Information for Refund Requests

To request a refund or discuss service concerns, contact us:

Suspense Automotive

300 3rd St

(507) 847-5593

deborahcharles@suspautoexrpr.com

Business Hours: Monday-Friday 8:00 AM - 6:00 PM, Saturday 8:00 AM - 4:00 PM

Changes to This Policy

We may update this Refund Policy from time to time. Changes will be effective immediately upon posting on our website. We will notify customers of significant changes through appropriate means.