Return Policy

Keystone Automotive Operations, Inc. - Merchandise Return Policy

Keystone Automotive Operations, Inc. - Merchandise Return Policy

Effective January 3, 2017

  • All returns must be called in to customer service for return authorization.  Only items authorized and approved for return will be picked up by your driver with your next delivery. Items not authorized for return will be refused and no credit will be issued. Warranty items will be authorized and handled as per the manufacturer’s policy
  • Only items currently stocked and purchased from Keystone within the prior 12 months will be considered for return. A Return-to-Stock rate (RTS) will be calculated for each customer on a 12 month rolling basis. Most electronic products are covered by a 90 day return policy. No returns will be allowed on special orders, mounted wheels and painted products. Product must be returned in saleable condition.  Keystone’s Warehouse Returns Department has final approval on all returns.  If returned in poor condition, item will be returned back as an unacceptable return

Return Handling Charges

If Your Return Rate (RTS) is: The Charge Will Be:
Less than 8% No handling charge
8 – 9.99% 15% handling charge
10 – 14.99% 15% handling charge
 15% or greater 25% handling charge


  • Please inspect all merchandise for damage or missing parts and make sure all parts invoiced are received before you sign for the merchandise. Keystone reserves the right to deny credit on any and all shortages that are called in after delivery has been made and you have signed for the product without notation of shortage. Additionally, all parts must be trial-fitted before installation. Items damaged due to improper installation or customer mishandling will not be credited upon return.
  • All returns due to Keystone error or received damaged must be called in within 9 days from date of invoice.  If returning due to sales error, errors will be verified by listening to recorded incoming calls.
  • Any returns to satisfy a past due balance will be credited at invoice price less a 25% to 35% handling charge depending on the SKU.  All returned product must be currently stocked by KAO and in saleable condition.
  • Defective items will be subject to the manufacturer’s warranty policy and must have a complete description of the defect.  Certain manufacturers require that you deal directly with them regarding defective items.  Returned items that are claimed to be damaged, which are proven to be sound, will either be returned or reclassified as a return to stock and included in your current return rate.  As per manufacturer’s warranty policy, some products such as electronics, may be repaired and returned to the Jobbers.
  • UPS/Purolator Return Policy & Procedure:  In order to receive proper credit, all UPS/Purolator returns must be accompanied by a Keystone issued bar coded return label.  After you call your return in to Keystone, the label will be mailed or e-mailed to you. The package must be shipped to Keystone with all shipping costs prepaid. Credit will be issued after the returned goods are inspected and it is determined that the product is in its original packaging and in resalable condition. Any merchandise not meeting these criteria will be subject to refusal and credit will not be issued. Customers will be billed for missing parts and repackaging.

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