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Guarantees, Return, & Cancellation Policies
30 Day Fit Guarantee
SewLong Custom Covers guarantees the cover will fit the product for which it is intended. This will be communicated on each individual product page. If the cover does not fit the specified product, it may be returned and exchanged for a different cover which will correctly fit the item. In some instances, the new cover may be a different price and the customer may receive a partial refund or be required to pay more.
The quality of fit will be assessed and approved by SewLong Custom Covers.
In any circumstance, SewLong Custom Covers reserves the right to cancel the order and refund the purchase price as sole compensation.
30 Day Return Policy
SewLong Custom Covers guarantees that the product a customer orders will arrive in new condition and be free of defects. If the item does not meet those criteria, the customer must contact us within 30 days of the receipt of the product to initiate a return or exchange. After 30 days, we are unable to process returns or exchanges. Should a customer have an issue related to the way the cover fits, it must be addressed within the initial 30-day period and cannot be remedied through a warranty claim.
Cancelling an Order
Cancellations are subject to fees ranging from 5% for in-stock items or orders that haven’t been started, and up to 50% for made-to-order items that have started the manufacturing process. Custom orders that have been started being built cannot be canceled.
We are unable to cancel orders once the order has shipped.
To cancel an order, a customer will need to give us a call or send us an email letting us know that they would like to cancel their order. They must receive an email from us confirming their cancellation number, for the process to be completed.
After Product Has Shipped
We are unable to cancel orders once the order has shipped, since we cannot stop or re-route the product once it is in transit. A customer will need to go through the return process and will be responsible for all applicable fees and all return shipping fees.
Return & Exchange Conditions
We want all our customers to have quality products that suit their needs. A customer may return their purchase for a refund or exchange, provided it is within 30 days of receiving the order and the product meets the criteria outlined below.
- The product must remain in new condition, be in the original packaging, and contain all the original components.
- To be able to be returned, the cover must be clean and free of debris. A savvy customer will only try their new cover on a clean boat. Covers that are soiled, wet, mildewed, torn, used, or in a non-salable condition cannot be accepted for refund or exchange.
- Custom products may not be returned or exchanged, other than for reasons of workmanship issues or material defects.
- Other products not eligible for a return, exchange, or a refund include items with custom logo/branding, closeout items, and products sold “as is.”
- Products purchased from unauthorized 3rd party sellers are not covered by the Manufacturer Warranty.
RETURNING AN ITEM
To qualify for a return, a customer will need to submit a return request within 30 days of receiving their product. To initiate the return/exchange process, contact us.
The customer is responsible for all return shipping costs. Additionally, returns have a 25% restocking fee for in-stock items and a 50% restocking fee for made-to-order items. Custom products may not be returned or exchanged.
After an item is received at our warehouse, it is inspected. If it is approved for a refund, the refund will be issued to the customer’s original payment method, minus any applicable shipping and restocking fees.
After filling out the return form, the customer will be issued a Return Merchandise Authorization (RMA) number. Returned items must be received by SewLong Custom Covers within 15 days of receiving an RMA number. If the return shipment is received beyond the 15-day return period, the return request may be denied. Once the product is received, we will inspect the cover and send communication via email regarding the status of the refund. If the item is approved for a refund, the refund will be issued to the customer’s original payment method within 7-10 business days of arriving at our warehouse, though the refund may take extra time to appear on the customer’s statement, depending on the credit card issuer.
The customer is responsible for all return shipping costs. Additionally, returns have a 25% restocking fee for in-stock items and a 50% restocking fee for made-to-order items. Custom products may not be returned or exchanged.
After an item is received at our warehouse, it is inspected. If it is approved for a refund, the refund will be issued to the customer’s original payment method, minus any applicable shipping and restocking fees.
After filling out the return form, the customer will be issued a Return Merchandise Authorization (RMA) number. Returned items must be received by SewLong Custom Covers within 15 days of receiving an RMA number. If the return shipment is received beyond the 15-day return period, the return request may be denied. Once the product is received, we will inspect the cover and send communication via email regarding the status of the refund. If the item is approved for a refund, the refund will be issued to the customer’s original payment method within 7-10 business days of arriving at our warehouse, though the refund may take extra time to appear on the customer’s statement, depending on the credit card issuer.
EXCHANGING AN ITEM
The customer will need to follow the same steps as for returning the product they wish to exchange. The replacement item will be shipped once the original purchase is received and inspected by SewLong Custom Covers.
The customer will receive an email with instructions on the return and exchange. All purchases are subject to one exchange per item purchased. Exchanged products will be shipped after we receive, inspect, and approve the condition of the returned product. If the customer needs the new item immediately, they may consider placing a new order. Please notify our Customer Service Representative at 801-262-4017.
OFF-SEASON & HOLIDAY RETURNS & EXCHANGES
We offer an extended return period during the off-season & holidays to accommodate gift giving. Products purchased between November 1 – January 31 are eligible for returns until February 28. Normal condition and restrictions apply.
REFUNDS ON PROMOTIONS
Refunds on items purchased on a promotion that offered a free/reduced-price product with purchase:
- Full refund: Approved returns for paired items, where both the regular price and free/reduced-price item are returned in the original packaging, quality, and quantity.
- Partial refund: Approved returns, where the free/reduced-price item is non-salable or not returned alongside the regularly priced item, a partial refund will be issued according to the retail value assessed.
Note: Refunds on promotions are also subject to restocking fees.
Shipping
SewLong Custom Covers will not accept any packages in which freight is collected or where Collection On Delivery is required. All returned items require an RMA number and will be subject to inspection prior to final approval for a refund or exchange.
Within Lower 48 States:
The cost of return freight will be the purchaser’s responsibility for any products sent to SewLong Custom Covers for refund or exchange.
Outside Lower 48 States:
The cost of return freight and applicable customs and duty charges will be the purchaser’s responsibility for any products sent to SewLong Custom Covers for refund or exchange.
NOTE: All expedited shipping charges are non-refundable.
POLICIES FOR LOCAL CUSTOMERS
A local customer will be required to pay a deposit to secure their appointment. If they need to cancel or move their appointment, 2 weeks’ notice is required to receive the full refund of their deposit. If less than 2 weeks’ notice is given, the deposit will be forfeit.
Whether a local customer can cancel their order or not is determined by how much labor and/or material has been applied toward the project already, as well as the customized nature of the product. Refunds for local customers are subject to restocking fees and, if applicable, shipping fees. Refunds will be issued to the customer’s original payment method.
- In-stock items have a 25% restocking fee.
- After a made-to-order item has started the manufacturing process, it is subject to a 50% restocking fee.
- Custom products (such as flooring) cannot be returned or exchanged.
In-stock products: An item we have in stock at our warehouse. (Purchasable from the SewLong website.)
Made-to-order products: An item for which we have the pattern and information already in our database. It isn’t built until an individual product is purchased. (Purchasable from the SewLong website.)
Custom products: An item that is fully customized to a specific need. (Usually local purchase only.)
