REturns

Our return and exchange policies cover 30 days from receipt of product. Failure to, at minimum, ship the product within 30 days of receipt (in-transit time to our facility does not go against the 30 days) will result in the return or exchange being rejected unless otherwise stated in writing by the American CNG Sales or Leadership teams only. Additionally, all returns are subject to discretion by American CNG personnel.


In order to get an approved return, the item must be in its original, unused condition unless there is a manufacturer defect. In order to verify a manufacturer defect, the problem must be reported to the American CNG Sales team who will communicate with the manufacturer on both verification of the issue and on a resolution. This is so we can verify a replacement is free of defects . 


If the product you are returning meets the above criteria (and the return exceptions below) the following steps must be completed:


1) The RMA Form must be filled out in its entirety and sent to sales@americancng.com. We will process your request, assign you an RMA # and let you know whether or not your return is approved within 2-3 business days.

2) Mail your returned/exchanged/defect item to the address at the bottom of this page.

3) When shipping, please include the printed RMA Form or a signed letter stating the reason for the return, your RMA #, the original payment receipt or order # and the name of the person you spoke to that authorized the return.

Return exceptions

Not all items are eligible for return or exchange. 


Some items, once opened, can not be returned, such as gift cards, virtual purchases such as software or technical support, and items subject to electrostatic discharge like sensitive electronic parts, circuit boards, etc.


Some items, once used, can not be returned, such as valves, receptacles, regulators, solenoids, etc. and many accessories (i.e., decals, hardware).


Custom parts made for a specific customer follow strict rules regarding returns and exchanges. They may be sent back for revisions or updates, but are not eligible for refunds or exchanges.


Additionally, any modification to custom products made by American CNG by the customer or any party other than American CNG will void the service warranty entirely and a fee of 10-50% of the purchase cost must be paid for us to accept the product back for repair, revisions, or updates. This fee is dependent on the cost of labor spent on the item to repair it such as engineering costs, procuring replacement parts, additional testing, etc.


Please call (855) CNG-TANK if you are unsure of the eligibility of your return or for return related questions.

EXCHANGES

If merchandise is in good condition and you are granted a return, you may exchange your merchandise for a different product or variant of the same product, if applicable. You may not be subject to a restocking fee in this situation, but you will be responsible for return shipping.

Damaged products

Product returns or exchanges that come in damaged will not be accepted for return.


If you are returning product, your refund will be the original cost of the product minus all applicable fees. If you are exchanging product, the credit you receive will be the original price of the purchased item minus applicable fees. That total will be subtracted from the cost of the new item. This may create a balance due that must be paid prior to us shipping out your exchanged item.

Restocking fees

Restocking fees will be charged against your refund or account credit and are at the discretion of American CNG. The fees will vary, but a minimum 10% fee is charged on any return. 

In very specific circumstances the restocking fee may be waived. A few examples of this are:

     1) American CNG made an error on the assembly.

     2) American CNG shipped the wrong product.

     3) It took us too long to get you the part. This option is waived if the customer agrees to the lead time that we provide. This also does not apply to custom products.  

Shipping Product

Please verify your ship-to address carefully as we are not responsible for products shipped by the customer to an incorrect address. In such cases, the customer is responsible for the cost to re-ship the product to our correct address (see below).


Once a customer ships their return or exchange product they are not able to cancel their return or exchange unless first paying the cost of return shipping cost back to their location plus a minimum fee of $10 or 10% of the cost (whichever is greater) for the labor spent correcting the issue. 

BACK ORDERS

If an item goes on back-order we will ship you any part of your order that is in stock. When the backordered item becomes available we will ship you the rest of your order. You will not be charged any additional shipping and handling for additional shipments.


In the event that a customer realizes a part that they ordered is not what they actually needed and it is on back-order that back-order can be cancelled free of charge IF:

     1) American CNG has not already paid the vendor for the product and the PO with the vendor is still cancellable.

     2) The item is not already in-transit to American CNG.

     3) The item is not a custom item. 


In the event that "1)" is true, then no fee will be charged for the cancellation. If "2)" is true as well, but the PO is not cancellable, then a minimum 50% fee will be charged for the cancellation. 


In the event that a custom item is ordered, and American CNG has already started the process of procuring the materials, placing PO's, or building the product then a MINIMUM 30% of the total cost of the cancelled order will be charged, up to a maximum of 80% if the order is cancelled after the item has been built. 

Return address

NEED A QUOTE?

CLICK HERE to fill out our request a quote form. From there you can enter in part numbers, upload pictures, and let us know how quickly you need the parts.

A member of our team will get back to you within 24 hours!