Returns & Exchanges

We want every part you order from Suspengo to be the right one. If it is not, you can send it back. This page explains your right of withdrawal, our 30-day return window, how to start a return, who pays the postage and how refunds are handled.

Your Right of Withdrawal

If you are a consumer in the European Union, you have a statutory right to withdraw from your purchase within 14 days of receiving your order, without giving any reason. This right is granted by the EU Consumer Rights Directive (2011/83/EU) and applies automatically to distance purchases.

The 14-day period starts on the day you — or someone you nominate — take physical possession of the goods. Where an order is delivered in several parts, it starts on the day the last part arrives.

To exercise this right, tell us clearly that you wish to withdraw before the 14 days are up. An email to returns@suspengo.com quoting your order number is enough — you do not need to use a special form. You then have a further 14 days to send the goods back to us.

Our 30-Day Return Window

Beyond the statutory minimum, Suspengo gives you 30 days from the date of delivery to return unused parts in their original packaging. This voluntary window is longer than the law requires and applies to every customer, inside and outside the EU.

Your statutory rights are never reduced by this policy. Where the two differ, whichever is more favourable to you applies.

Condition of Returned Goods

Suspension and chassis parts must be resellable when they come back to us. Please only return items that are:

Unused, unfitted and never installed on a vehicle
Free from mounting marks, tool marks, scratches, grease, brake fluid or road dirt
Complete with all bushings, bolts, spacers, dust boots, bump stops and fitting hardware supplied
In the original manufacturer packaging, with any seals, labels and part numbers intact
Accompanied by your order number or invoice as proof of purchase

Please do not tape, write on or use the manufacturer's box as the outer shipping carton — pack the item inside a separate outer box. If a part comes back with a value reduced by handling that went beyond checking its nature and fitment, we may deduct a proportionate amount from your refund.

Trial-fitting a part to check it lines up is fine. Bolting it down, torquing it, connecting it electrically or driving on it is not — at that point it counts as used.

How to Start a Return

Email returns@suspengo.com with your order number, the part you want to return and the reason.
We will reply within 1 business day with a return authorisation (RMA) number and the return address.
Write the RMA number on the outside of the parcel and include a copy of your invoice inside.
Pack the item securely in an outer carton and send it to the address we provide.
Email us the tracking number so we can watch for the parcel.

Please do not send anything back before you have an RMA number. Unannounced returns and parcels sent carriage-forward cannot be processed and may be refused by our warehouse.

Return Shipping Costs

Change of mind, wrong part ordered, no longer needed — you pay the return postage. We recommend a tracked service, as the parcel remains your responsibility until it reaches us.
Faulty, damaged or incorrectly supplied part — we pay the return postage. We will send you a prepaid label or reimburse the cost of a standard tracked service against your receipt.

Oversized and heavy items such as complete coilover kits, spring sets and axle components cost more to send back. Ask us for a quote before you book a carrier and we will tell you the most economical option.

Exchanges

If a part does not fit or you ordered the wrong reference, the fastest route is to place a new order for the correct part and return the original for a refund. This way your replacement ships immediately rather than waiting for the return to arrive.

If you would rather wait, tell us when you request your RMA and we will hold an exchange for you. We dispatch the replacement once the original part reaches our warehouse and passes inspection. Any price difference is charged or refunded at that point.

Where the exchange is our error — a mis-picked or mis-listed part — we cover the postage both ways and dispatch the correct item as soon as you confirm the mistake.

Refunds

Once your return arrives we inspect it and confirm the outcome by email. Approved refunds are issued to your original payment method — we cannot refund to a different card or account.

Refunds are processed within 5–7 business days of us receiving and accepting the returned part
In no case will a withdrawal refund take longer than 14 days from receipt of the goods, as EU law requires
The refund includes the original standard delivery charge you paid. If you chose an upgraded or express service, we refund the standard rate only
Where only part of an order is returned, the original delivery charge is not refunded
Your bank or card issuer may take a few additional days to show the money in your account

Faulty or Incorrect Items

If a part arrives damaged, is not what you ordered, or fails in normal use, you do not need to rely on the return window — contact us and we will put it right at no cost to you.

Transport damage or a missing item — contact us within 7 days of delivery with photographs of the packaging and the parts, as set out on our Delivery & Shipping page
Incorrectly supplied part — email returns@suspengo.com with your order number and a photo of the part number on the item received
Manufacturing defect or premature failure — this is a warranty matter. Every part we sell carries a 2-year legal guarantee of conformity; the claim procedure is on our Warranty page

For all three, we pay the return postage and you choose a replacement or a full refund.

Items We Cannot Accept Back

Some returns are not possible once the part has left our control. We cannot accept:

Parts that have been fitted, installed or driven on, including those showing mounting or tool marks
Opened electrical and electronic components — air suspension modules, compressors, sensors, ECUs and adjustable damping controllers — once their sealed packaging has been opened
Items made to order, cut to length, or otherwise built to your specification
Parts ordered specially for you as an available on request item, where the supplier will not take them back — we will tell you before you buy if this applies
Hydraulic oil and other fluids once the seal is broken
Parts returned without their original packaging, fitting hardware or proof of purchase
Anything returned after the 30-day window has closed

None of this affects your statutory rights where a part is faulty, not as described, or does not conform to the contract.

Contact

To start a return, request an RMA number or ask anything about this policy, email returns@suspengo.com or use our Contact Us page. Please quote your order number so we can help you straight away.

We answer return requests within 1 business day, Monday to Friday, excluding Lithuanian public holidays.

Returns & Exchanges