Refund Policy

1. 30-Day Fit Guarantee — Green-Rated Parts Only

If you purchased a Part that was rated GREEN by our Compatibility Check at the time of Order, and the Part does not fit the appliance Model Number you provided at checkout, you may request a refund within thirty (30) days of delivery, subject to the conditions below.

Model-number-vs-plate accuracy.

The fit guarantee is conditional on the Model Number you provided at checkout matching the model plate currently affixed to your physical appliance. If we determine after receiving the returned Part that the Model Number you provided did not match your actual appliance, the fit guarantee does not apply (see Section 4 Excluded Returns) and we may charge restocking fees as described in Section 4. We may request a clear photograph of your appliance's model plate as part of the refund evaluation.

To qualify for a fit-guarantee refund:

• The Part was rated GREEN at the time of Order (YELLOW- and RED-rated purchases are excluded — see Section 4).
• The Model Number you provided at Order time matches the model plate on your physical appliance (see above).
• The Part is returned unused, in its original packaging, with all included accessories and documentation.
• You request the return within 30 calendar days of delivery (if we have no delivery date on record, within 30 calendar days after the seventh day from shipment) from your order page, or by contacting support, and obtain a Return Merchandise Authorization (RMA) number. We review every request before issuing an RMA; please do not ship anything before you receive one.
• You ship the Part back within seven (7) calendar days of receiving the RMA, at your own shipping cost, using a trackable shipping service (see Section 7).
• The Part is received by us in the condition described in your refund request.

What a valid fit-guarantee return gets back.

When the Part is returned under a valid fit guarantee (all of the conditions above are met), we refund the Part price, the sales tax charged on it and the original outbound shipping charge. Return shipping remains at your expense (see Section 7). The refund depends on the condition in which the Part reaches us: if it comes back installed, used, incomplete, or with damaged packaging, the deductions described in Sections 4 and 5 apply. Please ask us before you install a Part you are unsure about.

2. Inspection upon Delivery; Damaged or Defective on Arrival

Inspect on delivery.

You are responsible for inspecting each shipment within forty-eight (48) hours of delivery. If the outer packaging shows damage, tampering, or signs of mishandling, photograph the unopened package before opening it. After opening, photograph any internal packaging damage, missing items, or damaged Part components before handling further.

Reporting damage or defect.

If your Part arrives visibly damaged, missing components, or with an obvious manufacturing defect, or if we shipped a Part other than the one you ordered, contact support within forty-eight (48) hours of delivery with the photographs described above and a clear description of the issue. We will issue a replacement or full refund (including original shipping cost) at our discretion. Return shipping of the Part is at your expense (see Section 7). This damage-on-arrival protection applies regardless of the Compatibility Check Rating at the time of Order.

Late reports.

Reports submitted more than forty-eight (48) hours after delivery without photographic evidence are evaluated case-by-case and may be declined. Reports submitted more than seven (7) calendar days after delivery without evidence are presumed not to relate to a delivery issue and are out of scope of this damage-on-arrival protection (but may still qualify under Section 1 fit guarantee if applicable).

3. Refund Process and Timing

Once we receive a returned Part and confirm it meets the conditions of Section 1 or Section 2, we will issue a refund to the original payment method within five (5) to ten (10) business days. Refund timing on your statement depends on your bank or card issuer; please allow up to one additional billing cycle for the refund to be visible.

Refunds are issued in the original currency and to the original payment method. We do not issue refunds in store credit or alternate methods unless agreed in writing.

4. Excluded Returns and Restocking Fees

The fit guarantee in Section 1 does NOT apply to:

• Parts that were rated YELLOW at Order time. You acknowledged the uncertainty rating and chose to proceed; YELLOW purchases are final sale for compatibility reasons. (You retain any rights under manufacturer warranty for product defects, if applicable.)
• Parts that were rated RED at Order time. You acknowledged the not-compatible rating and chose to proceed at your own risk; RED purchases are final sale.
• Parts where the Model Number you provided does not match your appliance's actual model plate. The fit guarantee depends on accurate model identification (see Section 1).
• Parts purchased without a Compatibility Check Rating (for example, added to the cart directly). A fit return on such an Order is evaluated case by case and, if we accept it, is subject to the restocking fee below.
• Parts that have been installed, used, modified, or damaged after delivery.
• Parts returned without original packaging, accessories, or documentation.
• Parts returned more than 30 calendar days after delivery, or more than 7 calendar days after RMA issuance.
• Custom-ordered Parts, special-order Parts, or Parts marked as non-returnable on the product page at the time of Order.

Restocking fee for non-fit-guarantee returns.

If we agree at our discretion to accept a return that does NOT qualify for the fit guarantee (for example, a change-of-mind return on a GREEN-rated Part that fit correctly, or a return where the Model Number did not match), we may charge a restocking fee of up to twenty percent (20%) of the Part price; return shipping is at your expense (see Section 7). The restocking fee is deducted from the refund amount before issuance. Restocking fees do not apply to (a) valid fit-guarantee returns under Section 1, or (b) damage-on-arrival cases under Section 2.

5. Partial Refund Scenarios

Where a return is otherwise valid but the Part is not in fully resaleable condition, we may issue a partial refund instead of declining the return outright. Partial-refund scenarios include:

• The Part is returned with missing accessories, documentation, or original packaging components — we may deduct up to 30% of the Part price.
• The Part shows signs of installation attempts (e.g., scuffing, scratched mounting holes, residue) but is otherwise unused — we may deduct up to 50% of the Part price.
• The original packaging is significantly damaged or unusable for resale — we may deduct up to 10% of the Part price.
• The Part was returned in an obviously used or partially consumed state (for consumables) — we may decline the return outright or issue a refund of the unused portion at our discretion.

We will communicate any partial-refund proposal to you before issuing the refund. If you do not agree, you may request that the Part be returned to you at your shipping expense; otherwise, the partial refund is issued and the Part is added to our refurbished inventory.

6. Change-of-Mind Returns

We do not currently offer a change-of-mind return policy outside of the fit guarantee in Section 1. If you change your mind about a purchase that fit correctly, your options are to keep the Part or to attempt to resell it independently. We may, at our discretion, accept a change-of-mind return subject to the restocking fee in Section 4; contact support for evaluation.

7. Shipping Costs and Return Deadline

Shipping cost allocation.

• Return shipping is the customer's responsibility on every return, including fit-guarantee returns (Section 1), damaged-on-arrival or defective returns (Section 2), partial-refund returns (Section 5) and any discretionary return (Section 6). Use a trackable shipping service and keep the tracking number until your refund is issued.
• Original outbound shipping charges are non-refundable, except when we cancel an Order before shipment (including on an approved cancellation request, Section 9), when the Part arrived damaged or defective or we shipped the wrong Part (Section 2), or on a valid fit-guarantee return (Section 1).

Return deadline.

Once we issue an RMA, the Part must be handed to the carrier within seven (7) calendar days. If it is not, the RMA expires. To complete the return after expiration, you must request a new RMA, subject to the 30-day delivery deadline in Section 1.

8. How to Request a Refund

Open your order page (the link is in your order confirmation email, or under your account if you have one) and choose "Request a return". The form asks for the items, the reason, the Model Number from your appliance's model plate (required when the Part does not fit), a description and up to six photographs. If you cannot use the order page, email support@itgparts.com with all of the following:

• Your Order number.
• The Model Number of your appliance as it appears on the model plate (with a clear photograph of the plate, if available).
• A description of the issue (fit, damage, defect, missing accessory, or other).
• Photographs of the Part next to the location where it should fit (for fit-guarantee claims) OR photographs of the damage (for damage-on-arrival claims).
• The Rating (GREEN / YELLOW / RED) displayed on your order confirmation.
• Any other information you believe is relevant to the claim.

We aim to respond within two (2) business days with either an RMA number and return instructions, a request for additional information, or a written explanation of why the claim does not qualify.

9. Requesting a Cancellation Before Shipment

While an Order has not shipped, you may ask us to cancel the whole Order from your order page. A request is not a cancellation: we review each one and may decline it, and we cannot cancel an Order that has already been handed to the carrier. We hold the Order while we review your request, unless it has already left with the carrier. We will tell you our decision by email and on your order page. If we decline a request, it cannot be requested again for that Order, but you can still write to us.

If we approve the request, we refund what remains of your payment on the Order, including the original outbound shipping charge and tax, to the original payment method (see Section 3 for timing). After an Order ships, the return process in Sections 1 and 8 applies instead.

10. Limitations

This Refund Policy describes your contractual remedies under our agreement with you and does not affect any non-waivable statutory rights you may have under applicable consumer-protection law in your jurisdiction. The total refund amount under this policy is limited to the amount you paid for the returned item, plus original shipping where expressly applicable in Sections 1, 2 and 7. We are not liable for installation costs, removal costs, labor, damage to other property, or any indirect or consequential loss arising from a non-fit or defective Part. The general limitation of liability in Section 16 of the Terms of Service applies.

11. Contact

Refund inquiries: support@itgparts.com. Formal legal notices regarding refunds must follow the procedure in Section 20 of the Terms of Service.