Refund & Return Policy
Effective Date: March 12, 2026
At Silverback Towing & Recovery, we value transparency and aim to provide clear expectations regarding product purchases made through our website or any associated sales channels. This Refund & Return Policy explains the conditions under which returns and refunds may be accepted, the time limits that apply, and the responsibilities of both the customer and our business.
By placing an order with Silverback Towing & Recovery, you acknowledge that you have read, understood, and agreed to this Refund & Return Policy.
1. General Policy Overview
All products sold by Silverback Towing & Recovery are subject to the terms set out in this policy. Because products may be processed, packaged, and shipped specifically for each order, we do not offer open-ended returns or refunds.
Returns and refunds are available only for defective products and only when the customer complies with the requirements set out in this policy.
We do not accept returns or issue refunds for reasons such as customer preference, buyer’s remorse, delays that fall within the stated delivery window, or ordering mistakes made by the customer.
2. Payment Requirement
All orders must be paid in full in advance before processing, fulfillment, or shipment begins.
No product will be prepared, reserved, or shipped until payment has been successfully received and confirmed. By submitting payment, the customer authorizes Silverback Towing & Recovery to begin order processing.
3. Delivery Timeframe
Orders generally require 12 to 30 business days for delivery. This estimated delivery timeframe may vary depending on factors such as:
product availability,
order volume,
shipping carrier performance,
destination,
weather conditions,
holidays,
or other circumstances outside our direct control.
Delivery estimates are provided in good faith but are not guaranteed unless expressly stated otherwise in writing. A delivery period that falls within the expected 12 to 30 business day timeframe shall not be considered a valid basis for a refund, cancellation, chargeback, or return request.
4. Eligibility for Returns
We accept returns only in cases where the product received is defective.
For the purpose of this policy, a “defective product” means a product that has a clear manufacturing defect, material fault, or arrives damaged in a way that makes it unusable for its intended purpose. Silverback Towing & Recovery reserves the sole right to determine whether a product qualifies as defective after reviewing the evidence submitted.
To be eligible for a return:
the return request must be submitted within 30 days of the delivery date,
the item must be in the condition in which it was received, unless the defect itself prevents this,
the customer must provide sufficient proof of the alleged defect,
and the return must be approved by us before the item is sent back.
Any return request submitted after the 30-day return window will be denied.
5. Non-Returnable and Non-Refundable Situations
Silverback Towing & Recovery does not accept returns or provide refunds in the following situations:
the customer changed their mind after purchase,
the customer no longer wants the item,
the customer ordered the wrong item, size, variation, or quantity,
the customer failed to read the product description before purchasing,
the item shows normal wear and tear,
the item was damaged due to misuse, neglect, improper handling, or unauthorized modifications,
the request is made after 30 days from delivery,
the customer refuses delivery without an approved return,
delivery took place within the stated 12 to 30 business day timeframe,
or the item is not defective upon inspection.
We also reserve the right to reject any return or refund request where fraud, abuse, manipulation, or bad-faith conduct is suspected.
6. Return Request Procedure
If you believe you received a defective product, you must contact us by email before returning anything.
Return and refund requests must be sent to:
Email: silverbacktows@gmail.com
Your request must include:
your full name,
order number or proof of purchase,
a clear description of the issue,
the date the product was received,
and clear supporting evidence, such as photos or videos showing the defect.
Failure to provide sufficient information may delay review or result in denial of the claim.
Submitting a request does not automatically mean that the return or refund has been approved. All requests are reviewed on a case-by-case basis.
7. Inspection and Approval
Once your request is received, Silverback Towing & Recovery may review the information provided and may request additional evidence if needed.
We reserve the right to:
verify the defect claim,
request additional images, videos, or documentation,
deny a claim where the evidence is insufficient,
or require the item to be returned before a final decision is made.
A return or refund will be approved only if we determine, in our sole discretion, that the product qualifies as defective under this policy.
8. Return Shipping
If a return is approved, we will provide instructions for the return process. Customers must not send items back without approval.
Unless otherwise stated in writing, return shipping arrangements and responsibilities may be determined at the time of approval based on the specific nature of the defect and the item involved.
Packages returned without prior authorization may be refused, ignored, or deemed ineligible for refund consideration.
9. Refund Method
If a refund is approved, the refund will be issued only to the same payment method, account, or source originally used to make the purchase.
We do not issue refunds to alternate cards, alternate bank accounts, alternate digital wallets, friends, relatives, or any third party.
For security, fraud prevention, and payment compliance reasons, the refund destination cannot be changed under any circumstances.
10. U.S. Refund Limitation
Refunds are available only for customers in the United States.
By placing an order, you acknowledge and agree that any refund eligibility, where approved, applies only within the United States and will be handled in accordance with this policy.
11. Processing Time for Approved Refunds
Once a refund has been approved, please allow a reasonable processing period for the refund to be completed. Processing times may vary depending on the payment provider, bank, card issuer, or financial platform used in the original transaction.
Silverback Towing & Recovery is not responsible for delays caused by third-party payment processors or financial institutions after the refund has been initiated.
12. Chargebacks and Payment Disputes
Customers are encouraged to contact us first at silverbacktows@gmail.com before initiating a chargeback or payment dispute.
Initiating a chargeback without first attempting to resolve the issue directly may be treated as a violation of this policy, especially where the delivery timeframe, product condition, or defect claim does not support the dispute.
We reserve the right to present order records, communication history, tracking information, proof of policy acceptance, and submitted evidence in response to any payment dispute.
13. Limitation of Liability
Silverback Towing & Recovery shall not be liable for any indirect, incidental, special, or consequential losses arising from the use of any product purchased, delayed shipping within the disclosed timeframe, or denial of a return or refund request that does not meet this policy.
Our maximum liability in any approved refund matter shall not exceed the original amount actually paid by the customer for the specific product at issue.
14. Policy Updates and Changes
Silverback Towing & Recovery reserves the right to change, update, modify, or replace this Refund & Return Policy at any time without prior notice.
Any updated version of this policy becomes effective immediately upon being posted on our website unless otherwise stated. It is the customer’s responsibility to review this policy periodically before making a purchase.
15. Contact Information
If you have any questions regarding this Refund & Return Policy, or if you would like to submit a return or refund request for an eligible defective product, please contact:
Silverback Towing & Recovery
Email: silverbacktows@gmail.com
