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

Standard return period

• 30 days from the date of delivery for most products.
• The window begins when you receive your order, and items must be returned in original condition within that time.
• Some products may have a different window, noted on the individual product page.

Extended return periods

• Defective products: no time limit for manufacturer defects.
• Seasonal items: may have extended windows during off-seasons.
• Special promotions: extended periods may apply during promotional events.

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

Self-service return portal

1. Log in to your PBEDirect account.
2. Find your order in your order history.
3. Select the items you want to return.
4. Choose a reason from the dropdown.
5. Print your prepaid return shipping label.
6. Package the items securely, in original packaging when possible.
7. Ship it back from any authorized drop-off location.

Need a hand?

• Email: info@pbedirect.com with your order number.
• Phone: +1 541-650-2477 during business hours.
• In person: visit our facility during business hours (see Contact below).

Return Shipping

Free return shipping

• Free for most items, with prepaid labels generated automatically through the return portal.
• Available for US and Canadian customers.
• Some oversized or hazardous items may require special arrangements.

The process

• Use original packaging when possible and include any return paperwork.
• 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.
• Large items may require freight arrangements.
• International returns may need additional customs documentation.

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

• Full refund of the purchase price, minus any applicable fees.
• Original shipping costs are non-refundable unless the item was defective.
• Restocking fees are generally not applied unless an item arrives back in non-returnable condition.

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.

Seasonal considerations

• Extended return periods during holiday seasons.
• Possible weather-related shipping delays, and modified return policies on some seasonal items.

International Returns (Canada)

• Return shipping: prepaid labels provided for Canadian returns.
• Customs: we handle customs documentation for returns.
• Currency: refunds processed in the original currency.
• Timing: allow an additional 3–5 business days for international processing.
• Duties: original customs duties and taxes are non-refundable.

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
• Return portal: available 24/7 through 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.