Return & Refund Policy

Overview

At Paint Body Equipment Direct (“PBEDirect”), we stand behind the quality of our automotive supplies, paints, tools, and equipment. This policy outlines our procedures for returns, exchanges, and refunds so the process stays smooth and transparent.

Return Window

• 30 days from the date of delivery for all returnable products.
• Contact us within that window to start a return; items should ship back promptly once authorized.
• Transit damage must be reported within 48 hours of delivery (see Damaged or Defective Items).
• After 30 days, manufacturer defects are handled through the manufacturer's warranty, and we'll help you file the claim.

What Can Be Returned

Returnable items

Most products can be returned if they are:

• Unused and unopened — in original packaging with all accessories.
• Undamaged — no signs of wear, modification, or damage.
• Complete — all original packaging, manuals, and accessories included.
• Resellable — clean and ready for resale.

Non-returnable items

For safety, regulatory, and quality reasons, these cannot be returned:

• Opened chemicals and paints — primers, basecoats, clearcoats, and solvents.
• Opened consumables — sandpaper, masking tape, and other single-use items.
• Custom-mixed products — tinted paints or custom-ordered items.
• Hazardous materials that cannot be safely returned.
• Opened personal protective equipment — masks, gloves, safety gear.
• Electrical items with broken safety seals.
• Gift cards and digital products.

Special considerations

• Professional-grade chemicals may carry additional restrictions due to safety regulations.
• Large equipment may require special return arrangements.
• Damage in transit must be reported within 48 hours of delivery.

How to Start a Return

1. Contact us within 30 days of delivery by email or phone with your order number, the items, and the reason for the return.
2. Get your return authorization. We'll confirm the item is eligible and send return instructions (and a prepaid label if the return is on us).
3. Package the items securely, in original packaging when possible, with your authorization number included.
4. Ship it back and keep your tracking number.

• Email: info@pbedirect.com with your order number.
• Phone: +1 541-650-2477 during business hours.
• In person: local customers can return items at our Eugene facility during business hours (see Contact below).

Return Shipping

Who pays

• Our mistake (damaged in transit, defective, or wrong item sent): we provide a prepaid return label and refund your original shipping.
• Change of mind (ordered the wrong item, no longer needed): you cover return shipping. Use a trackable service; we can't refund items lost in return transit.

The process

• Use original packaging when possible and include your return authorization.
• Keep your tracking number for reference.
• Allow 5–7 business days for us to receive and process your return.

Special requirements

• Hazardous materials must follow DOT regulations for return shipping; we'll tell you how to ship them.
• Large items may require freight arrangements.

Refunds

Timeline

• Processing: 2–3 business days after we receive your return.
• Method: refunded to your original payment method.
• Bank posting: allow 3–5 business days to appear in your account.
• Credit cards: may take 1–2 billing cycles to show on your statement.

Amounts

• Our mistake: full refund of the purchase price plus original shipping, no restocking fee.
• Change of mind: refund of the purchase price minus a 15% restocking fee. Original shipping is non-refundable.
• Items returned used, opened or incomplete may be refused or refunded in part.

Methods

• Credit card, PayPal, or original payment method.
• Store credit available on request for faster processing.

Exchanges

• Same item: available for defective or damaged products.
• Different item: process as a return and place a new order.
• Size/color changes: subject to availability and standard return terms.
• Price differences: additional charges or refunds may apply.

For defective items we cover all exchange shipping. For preference-based exchanges, the customer covers return shipping. Expedited exchanges are available for urgent needs (additional fees may apply).

Damaged or Defective Items

Once reported, we’ll send an immediate replacement (or a full refund if a replacement isn’t available), cover all shipping costs, and work with the manufacturer to prevent future issues.

Warranty Claims

• Many products include a manufacturer warranty; duration varies by product and manufacturer.
• We help facilitate warranty claims and coordinate with the manufacturer.
• We provide purchase verification — keep your receipts and product information.

Special Circumstances

Professional customers

• Special arrangements for volume returns and business account credits.
• Priority processing and additional technical support for product issues.

Contact Us

Paint Body Equipment Direct
616 Powers St, Eugene, OR 97402, United States

Customer service hours: Monday–Friday, 7:00 AM – 4:00 PM PST

• Email: info@pbedirect.com (put your order number in the subject line)
• Phone: +1 541-650-2477
• Order history: available 24/7 in your PBEDirect account

Policy Updates

This Return & Refund Policy may be updated periodically to reflect changes in our procedures, legal requirements, or business practices. Updates are posted here with a new effective date, and continued use of our services constitutes acceptance of any changes.