Radiator Express Support Center

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How to Claim a Defective Part

Last Updated: Oct 18, 2016 02:57PM EDT
Items claimed after 30 days from receipt are valid for exchange only
the process works in 2 ways
1.) order a replacement, then ship in the claim for inspection and credit to your card
2.) ship in the claim item for inspection, once approved replacement is shipped to you free of charge

Below is how to get the process moving:


1.) File a claim via our email us link

Let us know if you'll want a replacement right away or have time to wait.

Explain what the issue is that you are having.  Be sure to check out some of our warranty stoppers such as cracked tanks and blown off tanks that are caused from wear and tear.  (A defective radiator will look new but leak.. if you can see damage, stripped threads, cracks etc where it went bad, that is not something covered under manufacturing warranty)

2.)  We will respond with a form email with a link to your replacement item.  It will explain how to re order online using the case number generated for reference as well as what pictures we may require from you afterwards for warranty submission.  ultimately, we will email you a return address and you will ship the unit in for inspection.

Understand that no free replacements will ship to you immediately.  if you need something ASAP, you'll need to order a new item.  We can help over the phone and or you can wait for our form email with the link to your replacement item..

here is an excerpt from our form response:

When placing your replacement order online. Add to your address (second line) the case number for reference CASE ###  (This case number will be provided immediately via email as a response to your claim / email submission)  If you decide to re order online without waiting for our case team to respond, be sure to write the word DEFECT CLAIM into the re order address so that we link the account to the re order for you.

Example of how you would re order online

Ship to:
John Doe
123 Fake Street
CASE 12345 *Or DEFECT CLAIM
Fake City, AL 12345

3.) Install replacement and remove claim
4.) Take pictures of the claim item (front, back, defective area)
5.) Box up the claim in the replacement box and set to the side

Be sure to include the reason for "defect" in detail on your claim submission.

We will forward your explanation of issue and pictures to the manufacturer whom will respond with a claim number.
We will email you a return label so that the item can be sent back to the manufacturer.  (Note: Claims over 30 days from receipt must be shipped in at customer expense)

Once the claim is approved, a credit will appear on your card statement or with your bank for the approved item.

For more details, see our warranty exclusions and warranty coverage.


NOTE: It is best to reorder online immediately if you are in a rush.  However, the warranty is no purchase required.  You are welcome to file a claim, ship item back and pay only the reshipment charge for your replacement.  Expect this process to take upwards of 30 days to complete.


 

Need More Help?

660a5a25278c0a46921fdbb255c38b21@radiatorexpress.desk-mail.com
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