Refund policy

Order Changes & Cancellations

Any custom specifications or changes to a Serg Supply product must be added in the Order Notes when placing the order. Custom changes may be subject to a custom fee.

Orders may be changed or cancelled before production begins, subject to a 15% cancellation fee. If a request to change or cancel an order is made after production has begun but before shipment, a 25% restocking fee will apply to reflect labor and materials already committed.

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.

Orders that include custom design or engineering work cannot be cancelled once that work has begun. No order can be cancelled after shipment.

Changes to or cancellations of third-party product orders are subject to approval and are only possible if the product has not yet shipped.

Returns & Exchanges

Most of our products are made to order and are not eligible for standard returns or exchanges. Because of the size, value, and customization involved, all return and exchange requests are reviewed case by case.

Custom or custom-designed items are not eligible for return, as they are built specifically for your vehicle and configuration.

To be eligible for exchange, returned items must be unused, uninstalled, and in original condition. Items showing signs of installation, modification, or damage may not qualify for return or exchange.

If an exchange is approved for a high-value item, the original product must be returned before or during shipment of the replacement.

Refunds

Refunds are not offered on made-to-order products.

If an issue arises due to a verified defect or damage (see Damage & Defects below), we will work with you to find the most appropriate solution.

Shipping

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 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.

FedEx or UPS. 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.

Damage & Defects

Serg Supply stands behind the quality of our hand-crafted products and will repair or replace qualifying items when damage or defects occur. We take a proactive approach to resolving issues and want every product to arrive in excellent condition and perform as intended.

If your product arrives damaged, defective, or does not fit as intended, please contact us at office@sergsupply.com.

To be eligible for LTL damage coverage, customers must follow the inspection and reporting steps in our Shipping Policy and LTL Freight Shipping Guidelines.

Fitment & Compatibility

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 confirms that all dimensions, configurations, and vehicle details are correct. Products ordered incorrectly, or that do not fit because of 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 help 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. Depending on the item's value and condition, replacement items will ship once the return is received and inspected.

Before you order: if you have questions about fitment, configuration, or compatibility, we strongly encourage you to contact us at office@sergsupply.com. We're always happy to help!

Warranty

Serg Supply Products: 12-Month Limited Warranty

Outstanding customer service and product support are the cornerstone of our reputation. We stand behind the quality of our products and services with a 12-month limited warranty on all Serg Supply products.

This warranty covers defects in workmanship or material under normal use. During the warranty period, Serg Supply will repair or replace products or parts at no charge if the issue proves to be due to a defect. Any modification to a product after it leaves Serg Supply voids the warranty.

Damage or failure caused by excessive or improper use is not covered. The warranty applies to the original owner only and is not transferable.

Third-party items sold by Serg Supply are covered by the manufacturer's warranty. Please contact us for details on specific products.

Serg Supply Installations & Builds

Serg Supply guarantees proper fitment and function of all installed products for 12 months after the vehicle pickup date. This warranty covers defects, improper assembly, damage from regular use, and craftsmanship issues, including proper function of installed electrical and plumbing systems. The customer must return the vehicle to a Serg Supply installation facility for repairs.

Serg Supply does not cover travel expenses, lodging, meals, or other costs associated with warranty repair service.

Our Commitment to You

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.

Questions about fitment, configuration, or compatibility? Reach out before ordering at office@sergsupply.com. We're always happy to help!