Because most of our products are hand-crafted and made to order, returns and cancellations require careful consideration. We aim to be kind and reasonable while also being transparent about what is and isn’t possible for custom, high-value items.
Order Cancellations
Orders may be cancelled only if production has not yet begun. Production is considered to begin once work is performed specifically for your order, including but not limited to custom drafting, engineering, or schematic preparation for customer review.
If an order is cancelled after production has begun but before shipment, a 25% restocking fee will apply to reflect labor and materials already committed.
Orders that include custom design or engineering work are non-cancellable once that work has been initiated. Orders cannot be cancelled after shipment.
Returns & Exchanges
Most of our products are made to order and are not eligible for standard returns or exchanges.
Due to the size, value, and customization involved, all return or exchange requests are reviewed on a case-by-case basis.
Custom or custom-designed items are not eligible for return, as they are built specifically for your vehicle and configuration.
If an exchange is approved for a high-value item, return of the original product will be required before or during shipment of the replacement.
If an issue arises due to a defect or damage (see below), we will work with you to determine the most appropriate resolution.
Refunds
Refunds are not offered on made-to-order products.
If an issue arises due to a verified defect or damage (see below), we will work with you to determine the most appropriate solution.
Shipping via LTL Freight
Delivery timelines for LTL freight cannot be guaranteed and may be affected by weather, carrier routing, or scheduling changes.
LTL shipments are only eligible for damage coverage if they meet the inspection and reporting requirements outlined in our Shipping Policy.
Customers are responsible for following delivery inspection procedures at the time of delivery. Failure to do so may void eligibility for damage claims.
Shipping via UPS, USPS, or FedEx
Shipments sent via standard carriers are subject to the carrier’s policies and limitations.
Once a shipment is in transit, carriers often do not allow address changes, delivery holds, or rerouting.
Damages
Serg Supply stands behind the quality of our hand-crafted products and is committed to repairing or replacing qualifying items when damage or defects occur.
If your product arrives damaged, defective, or does not fit as intended, please contact us at contact@sergsupply.com within 14 days of delivery.
To ensure eligibility for LTL damage coverage, customers must follow the inspection and reporting steps outlined in our Shipping Policy and LTL Freight Shipping Guidelines.
We take a proactive approach to resolving issues and want to ensure your product arrives in excellent condition and performs as intended.
Incorrect Products & Fitment Issues
Customers are responsible for confirming vehicle year, wheelbase, roof height, and configuration compatibility before ordering.
Fitment guidance is advisory only and based on customer-supplied information; compatibility cannot be guaranteed without direct vehicle inspection.
For products that include customer-specific diagrams, drawings, or schematics, approval of the final design constitutes confirmation that all dimensions, configurations, and vehicle details are correct.
Products ordered incorrectly or that do not fit due to customer-provided information are not considered defective.
That said, we want every order to work as intended and will do what we reasonably can to assist when issues arise.
Exchange requests due to ordering or fitment errors are reviewed case by case. Because many of our products are high-value and made to order, approved exchanges may require the original item to be returned using a prepaid label.
Replacement items will ship once the return is received and following inspection, depending on the item’s value and condition.
Condition Requirements
Returned items must be unused, uninstalled, and in original condition to be eligible for exchange.
Items showing signs of installation, modification, or damage may not qualify for return or exchange.
Our Commitment
We understand that ordering custom van products is a significant investment. Our policies are designed to balance flexibility with fairness, allowing us to provide consistent, high-quality work while keeping pricing sustainable for everyone.
If you have questions about fitment, configuration, or compatibility, we strongly encourage reaching out before ordering at contact@sergsupply.com. We’re always happy to help!
WARRANTY POLICY
Serg Supply Products
Our unwavering commitment to outstanding customer service and product support is the cornerstone of our reputation and we stand behind the quality of our products and services with a 12 month limited warranty on all Serg Supply products. This warranty will cover any defects in workmanship or material under normal use. Any modifications to the products after they have left Serg Supply will void the warranty. During this time, Serg Supply will repair or replace products or parts at no charge to the customer if it proves to be due to a defect. If damage or failure occurs due to excessive or improper use of the product it will not be covered under the 12-month warranty. The warranty is applicable to the original owner only and is not transferrable.
Any third-party items offered by Serg Supply will be subject to the manufacturer warranty. Please inquire for more information of specific products.
Serg Supply Installations & Builds
Serg supply will guarantee proper fitment and function of all installed products for 12-months after vehicle pickup date. This warranty covers any defects, improper assembly, damage from regular use, or craftsmanship issues. The customer will be expected to return the vehicle to a Serg Supply installation facility for the repairs to take place. This warranty also covers proper function of electrical and plumbing systems installed.
Serg Supply is not liable for compensating travel expenses, lodging, meals, or other associated costs with warranty repair service.
