Return & Refund Policy

Effective Date: January 2024

At DEF Hero, customer satisfaction is our top priority. If you are not completely satisfied with your purchase, we’re here to help. Please review our return and refund policy 

Eligibility for Returns

To be eligible for a return, your item must meet the following conditions:

  • The item must be unused and in the same condition that you received it.
  • The item must be in its original packaging, with all tags, manuals, or accessories included.
  • The return request must be initiated within 2 business days from the date of delivery. 

Non-Returnable Items

Certain items are not eligible for return. These include:

  • Petroleum Products
  • Diesel Exhaust Fluid

Return Process

  1. Initiate a Return
    To start the return process, please contact us at [email protected] or call (855) 302-6692.  Provide your order number, the item(s) you wish to return, and the reason for the return.
  2. Return Authorization
    Once your return request is approved, we will provide you with a Return Merchandise Authorization (RMA) number and instructions on how to ship the item back to us. Please ensure the RMA number is clearly visible on the outside of the return package.
  3. Shipping Your Return
    Customers are responsible for covering return shipping costs unless the return is due to a defect or error on our part. We recommend using a trackable shipping service as we cannot guarantee receipt of your returned item.
  4. Return Address
    2450 Commonwealth Ave North Chicago IL 60064

Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7 business days.

  • Original Shipping Costs: Shipping costs are non-refundable unless the return is due to a defective or incorrect item.
  • Partial Refunds: In some cases, partial refunds may be issued for items that are not in their original condition, damaged, or missing parts.

Late or Missing Refunds

If you have not received your refund after 7 business days, please check your bank account or contact your credit card company, as it may take additional time before your refund is officially posted. If you’ve done this and still have not received your refund, please contact us at [email protected]

Exchanges

We only replace items if they are defective or damaged. 

Damaged or Defective Items

If you receive an item that is damaged or defective, please contact us immediately at [email protected] with your order number and a description of the issue. We may request photos of the damage for verification purposes. 

Return Shipping Label (for Defective or Incorrect Items)

If you are returning an item due to a defect or an error on our part, we will provide a prepaid return shipping label.

Contact Us

If you have any questions about our return and refund policy, feel free to contact us: