Refund policy

Returns:

We understand that things happen—parts can be mistakenly ordered, may not fit, or simply aren't needed. That’s not a problem. At Killer Custom, we always do our best to accommodate your return requests. All parts must be returned within 14 days (2 weeks) after the confirmation of delivery. To be eligible for a return, the item must be unused, uninstalled, and in the same condition as when you received it. Any modification or alteration voids the return eligibility. Items must be securely packaged to prevent damage during return shipping. We do not provide return labels unless the item was damaged during shipping or the wrong part was sent. Forward shipping expenses are non-refundable. If the item is returned in acceptable condition and fits as intended, a full refund will be issued minus a 10% restocking fee. To complete your return, you must reference a valid Sales Order or Invoice number as proof of purchase. Before returning the item, please contact us at info@killercustom.com. Returns should be sent to: Killer Custom, Radvilų 5, Pėdžių Km, LT-58149 Lithuania. It is very important that when shipping the item back, you mark the shipment clearly as a “return” on the customs declaration. This will help the package pass through customs faster and with fewer complications. Please be aware that any customs fees applied upon return will be deducted from the refund amount. We appreciate your understanding and are here to assist you with any questions you may have.

 

Refunds:

Once your return is received and inspected, we will email you to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, your refund will be processed, and a credit will automatically be applied to your credit card or original payment method. You may cancel your contract within 14 days without giving reasons or by returning the goods. The time limit begins after receipt of this notification in writing but only after receiving the goods to the consignee.

Preorders & Custom Parts:

Some of our parts—especially handlebars—are made specifically for you after the order is placed. Your setup is built based on your chosen specifications, such as rise, clamp area size, color, finish, and other details. Because of this, these are not off-the-shelf items and cannot be easily changed, canceled, or reused. You can cancel your preorder within 10 days of placing it and receive a full refund. If you decide to cancel after those 10 days, a 50% cancellation fee will apply, as your parts will already be in production and the process cannot be stopped. All preorder parts are manufactured on demand, and production times may vary depending on workload and complexity. We always aim to complete orders as efficiently as possible, but occasional delays can happen. Please note that custom-made parts are non-returnable and non-refundable once completed. The only exception applies in cases of manufacturing defects or if a mistake was made on our side.

Late or missing refunds:

If you haven’t received a refund, recheck your bank account. Then contact your credit card company; it may take some time before your refund is officially posted. Next - contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and still have not received your refund, please get in touch with us at info@killercustom.com. We do not refund Gift cards.

Order never arrived:

If your order has yet to arrive, let us know! First, check your shipping confirmation and check that you have entered the correct address. If the address was incorrect, though we'd be happy to send you another order to the valid address, it must be at your cost. If the shipping address is correct, contact us at info@killercustom.com, noting your order number. We'll see what can be done.