Refund policy

CANCELLATION & RETURN POLICY

Every TSO product is made to order at our facility in Blountville, Tennessee. Our cancellation and return policy reflects the time, materials, and craftsmanship that go into every order. By placing an order, you acknowledge the estimated lead time on the product page and agree to the terms below.

72-HOUR CANCELLATION WINDOW

  • All orders may be canceled within 72 hours for a full refund — no questions asked
  • Email info@tso.co to cancel.
  • Your cancellation is valid as long as your email is sent within 72 hours of your order, not when we respond.
  • Emails sent on weekends or after hours are covered as long as the timestamp falls within the 72-hour window.

CANCELLATIONS AFTER 72 HOURS

  • All cancellations after 72 hours are subject to a 25% cancellation fee.
  • The cancellation fee is waived if you choose store credit instead of a cash refund.

Standard-Color Products (preset colors listed on the product page)

  • Before delivery: 25% cancellation fee on cash refund, or full store credit with no fee
  • After delivery, within 30 days, uninstalled, in original packaging: 25% cancellation fee on cash refund, customer pays return shipping
  • After 30 days or if installed: no returns

Custom-Color Products (any Prismatic Powders color entered as a custom code)

  • Before powder coat: 25% cancellation fee on cash refund, or full store credit with no fee
  • After powder coat: store credit only — no cash refund available
  • After delivery: no returns — custom-color products are final sale once delivered

Custom Text Products (emblems or any product with personalized text)

  • All sales are final after the 72-hour window
  • No cancellations, no refunds, no store credit

COLOR CHANGES

  • $50 color change fee if requested before powder coat begins
  • After powder coat: color changes are not possible — treated as a cancellation and reorder

ORDERS EXCEEDING STATED LEAD TIME

If we exceed the upper end of the lead time posted on the product page at the time of your order:

  • 100% full cash refund to your original payment method, or
  • 110% store credit — a 10% bonus for your patience

Lead time is measured from the date of order to the upper bound of the stated range. If the product page says "4–6 weeks," this applies on the first day after week six.

DEFECTS, SHIPPING DAMAGE, OR WRONG PRODUCT

  • Full replacement at TSO's cost — we pay shipping both directions
  • Inspect your order upon delivery and contact us within 7 days
  • Photos of the damage or defect are required

WHAT IS NOT COVERED

  • Color appearance differences due to screen-to-product variation
  • Fitment issues caused by undisclosed aftermarket modifications
  • Products that have been installed and removed
  • Damage caused by improper installation
  • Normal wear and tear

HOW TO CANCEL OR RETURN

  • Email: info@tso.co
  • Please include your order number in the email and the reason for the return or cancellation
  • Requests processed within 2 business days
  • All returns require an RMA number before shipping — products sent without an RMA will not be accepted

STORE CREDIT

  • Issued to your TSO account
  • Never expires
  • Non-transferable
  • Cannot be redeemed for cash