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Items are entitled to be refunded or returned based on a determination by StradaFab. If an item is damaged during shipping, the original item must be returned and a replacement item will be sent free of charge. If an item is unsatisfactory, a written explanation, and photographs of the part in question, are required before the item may be considered for a refund. Customer's must take into account the description of the item before requesting a refund. If the item matches the description by the seller, and the customer is unsatisfied, StradaFab is not responsible for providing a refund. Frames and components that have been custom-built to a customer's unique specifications are not eligible for a refund. Exchanges are granted on a case-by-case basis only.