Return & Refund Policy

Effective Date: January 1st, 2025
Last Updated: July 14th, 2025

Overview

At Paint Body Equipment Direct ("PBEDirect"), we stand behind the quality of our automotive supplies, paints, tools, and equipment. We want you to be completely satisfied with your purchase. This Return & Refund Policy outlines our procedures for returns, exchanges, and refunds to ensure a smooth and transparent process.

Our Commitment: We offer hassle-free returns with a self-service return portal to make the process as convenient as possible for our customers.

Return Window

Standard Return Period

30 days from the date of delivery for most products
The return window begins when you receive your order
Products must be returned in their original condition within this timeframe
Some products may have different return windows as specified on individual product pages

Extended Return Periods

Certain products may qualify for extended return periods:

Seasonal items: May have extended return windows during off-seasons
Defective products: No time limit for manufacturer defects
Special promotions: Extended return periods may apply during promotional events

Return Eligibility

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 condition: Clean and ready for resale

Non-Returnable Items

For safety, regulatory, and quality reasons, the following items cannot be returned:

Opened chemicals and paints: Including primers, basecoats, clearcoats, and solvents
Consumable supplies: Sandpaper, masking tape, and other single-use items once opened
Custom-mixed products: Specially tinted paints or custom-ordered items
Hazardous materials: Certain chemicals that cannot be safely returned
Personal protective equipment: Masks, gloves, and safety equipment once opened
Electrical items: If safety seals have been broken
Gift cards and digital products

Special Considerations

Professional-grade chemicals: May have additional restrictions due to safety regulations
Large equipment: May require special return arrangements
Damaged in transit: Must be reported within 48 hours of delivery

How to Initiate a Return

Self-Service Return Portal

We've made returns easy with our automated return system:

Access Your Account: Log into your PBEDirect account at PBEDirect.com
Find Your Order: Navigate to your order history
Select Items: Choose the items you want to return
Choose Reason: Select the reason for your return from the dropdown menu
Print Label: Generate and print your prepaid return shipping label
Package Items: Securely package items in original packaging when possible
Ship Back: Drop off at any authorized shipping location

Alternative Return Methods

If you need assistance with your return:

Email: Contact info@pbedirect.com with your order number
Phone: Call +1 541-968-4644 during business hours (8 AM - 4 PM, Monday-Friday)
In-Person: Visit our facility at 616 Powers St, Eugene, OR during business hours

Return Shipping

Free Return Shipping

Standard returns: Free return shipping for most items
Prepaid labels: Automatically generated through our return portal
Coverage area: Free returns available for US and Canadian customers
Exceptions: Some oversized or hazardous items may require special shipping arrangements

Return Shipping Process

Secure packaging: Use original packaging when possible
Include documentation: Return authorization and any relevant paperwork
Tracking: Keep your tracking number for reference
Processing time: Allow 5-7 business days for us to receive and process your return

Special Shipping Requirements

Hazardous materials: Must follow DOT regulations for return shipping
Large items: May require freight shipping arrangements
International returns: Additional customs documentation may be required

Refund Process

Refund Timeline

Processing time: 2-3 business days after we receive your return
Refund method: Refunds issued to original payment method
Bank processing: Allow 3-5 business days for refunds to appear in your account
Credit card refunds: May take 1-2 billing cycles to appear on your statement

Refund Amounts

Full refund: Original purchase price minus any applicable fees
Shipping costs: Original shipping costs are non-refundable unless item was defective
Return shipping: Free for most returns as specified above
Restocking fees: Generally not applied unless item is not in returnable condition

Refund Methods

Credit card: Refunded to the original card used for purchase
PayPal: Refunded to original PayPal account
Store credit: Available upon request for faster processing
Bank transfers: For international customers where applicable

Exchanges

Exchange Process

Same item exchange: Available for defective or damaged items
Different item exchange: Process as a return and place a new order
Size/color changes: Subject to availability and return policy terms
Price differences: Additional charges or refunds may apply

Exchange Shipping

Defective items: We cover all shipping costs for exchanges
Customer preference: Customer responsible for return shipping
Expedited exchanges: Available for urgent needs (additional fees may apply)

Defective or Damaged Items

Immediate Action Required

If you receive a defective or damaged item:

Report within 48 hours: Contact us immediately upon discovery
Photo documentation: Take photos of the damage or defect
Preserve packaging: Keep all original packaging for inspection
Stop using: Discontinue use immediately for safety reasons

Our Response

Immediate replacement: We'll send a replacement item right away
Full refund: If replacement is not available
Shipping coverage: We cover all shipping costs for defective items
Investigation: We'll work with manufacturers to prevent future issues

Warranty Claims

Manufacturer Warranties

Coverage: Many products include manufacturer warranties
Duration: Varies by product and manufacturer
Process: We'll assist with warranty claims and manufacturer contact
Documentation: Keep receipts and product information for warranty claims

Our Warranty Support

Assistance: We help facilitate warranty claims with manufacturers
Documentation: We provide purchase verification for warranty claims
Replacement coordination: We can coordinate warranty replacements when possible

Special Circumstances

Professional Customers

Volume returns: Special arrangements available for large returns
Account credits: Business account credits available for qualified customers
Expedited processing: Priority processing for professional customers
Technical support: Additional support for product-related issues

Seasonal Considerations

Holiday returns: Extended return periods during holiday seasons
Weather-related delays: Shipping delays due to weather conditions
Inventory considerations: Some seasonal items may have modified return policies

International Returns (Canada)

Canadian Customers

Return shipping: Prepaid labels provided for Canadian returns
Customs handling: We handle customs documentation for returns
Currency: Refunds processed in original currency
Processing time: May take additional 3-5 business days for international processing

Customs and Duties

Original duties: Customs duties and taxes are non-refundable
Return duties: Return shipping may be subject to customs inspection
Documentation: Additional paperwork may be required

Contact Information for Returns

Return Questions and Support

Paint Body Equipment Direct
616 Powers St
Eugene, OR 97402

Customer Service Hours: Monday-Friday, 8:00 AM - 4:00 PM (Pacific Time)

Contact Methods:

Email: info@pbedirect.com (Include order number in subject line)
Phone: +1 541-968-4644
Return Portal: Available 24/7 through your PBEDirect account

Return Shipping Address

PBE Direct Returns
616 Powers St
Eugene, OR 97402
United States

Note: Do not ship returns to this address without first obtaining a return authorization through our return portal or customer service.

Policy Updates

This Return & Refund Policy may be updated periodically to reflect changes in our procedures, legal requirements, or business practices. Updates will be posted on our website with a new effective date. Continued use of our services constitutes acceptance of any policy changes.

For the most current version of this policy, please visit PBEDirect.com/policies/refund-policy.