Shipping, Returns & Warranty Policy

Shipping & Returns Policy

At Ride Solutions, we are the official regional distributor for Timbren across EMEA and Asia. We ship directly from our central UK warehouse to ensure your suspension upgrades arrive securely and efficiently.

1. Shipping Timelines & Delivery

All orders are shipped via tracked services (DPD, DHL, UPS, or equivalent), and you will receive a tracking number as soon as your order departs.

Estimated “Order to Door” delivery times for in-stock items:

• United Kingdom: up to 6 business days.
• Western Europe (EU) & Middle East: 11 business days.
• Eastern Europe: 12 business days.
• Africa: 16 business days.
• Asia (Major Hubs): 17 business days.

Lead times are estimates based on Canadian production and transatlantic shipping. Ride Solutions is not liable for costs associated with workshop delays or missed deadlines due to transit fluctuations.

Out of Stock & Backorders: While we maintain a rotating stock of popular kits in our UK warehouse, some highly specialised Timbren kits may require import directly from the manufacturer in Canada. If your item is out of stock, it will add an estimated and extra 7 business days to your total delivery time (5 days for import, 2 days for UK processing). We will notify you immediately via email if your order is subject to this timeline.

Customs Delays: Please note that cross-border shipments are occasionally subject to random customs inspections. Ride Solutions is not responsible for transit delays caused by local customs authorities.

Importer of Record: For all orders outside the UK, the customer is the Importer of Record and is responsible for all local compliance, safety standards, and import duties/taxes.

2. International Customs & Duties (DAP)

We provide VAT-free export for all international orders outside the UK. However, all international shipments are sent DAP (Delivered At Place).

You (the buyer) are strictly responsible for paying all local import duties, customs taxes, and clearance fees required by your country’s local authorities. If a package is refused or abandoned due to unpaid customs fees, the package will be returned to us or destroyed by customs. All return shipping costs, import penalties, and administrative fees will be deducted directly from your refund.

At Checkout, you will be required to acknowledge the following: [ ] I acknowledge that my order is shipped DAP (Delivered At Place). As the buyer, I am solely responsible for paying any local import duties, VAT, or customs clearance fees required by my country. I understand that if I refuse to pay these fees, the package will be returned or destroyed, and return shipping costs will be deducted from my refund.

3. Our Satisfaction Guarantee & Returns

We stand behind the performance of Timbren systems with two levels of protection:

• Standard Returns (Change of Mind): You must notify us within 14 days of receipt. Items must be completely uninstalled, in their original packaging, and in “as new” condition. Once a kit has been bolted to a vehicle, it is no longer eligible for a standard return.
• Timbren 100-Day Satisfaction Guarantee: If you have installed the kit and are not 100% satisfied with the ride quality, please contact our technical team. If we cannot resolve the issue, we will facilitate a return under Timbren’s 100-day policy.

Return Logistics & Fees:

• Shipping Costs: Customers are responsible for all return shipping costs. Refunds are processed in GBP (£); we are not responsible for currency exchange rate fluctuations.
• International Returns (Crucial): You must clearly mark your return shipping documentation as “Returned Goods – Relief Claimed.” If you fail to do this, any UK import taxes levied against Ride Solutions will be deducted from your refund.
• Retail Customers (Consumers): For standard “change of mind” returns within 14 days, no restocking fee applies, provided the item is pristine, uninstalled, and in its original, unmarked packaging. Deductions will be made if the product or packaging is damaged or shows signs of attempted installation.
• Trade & Business Customers (B2B): A 15% restocking fee applies to all trade or business returns, and to any unfulfilled international shipments resulting from unpaid customs fees.
• Retail Customers (Consumers): No restocking fee applies for standard “change of mind” returns within 14 days, provided the item is returned in its original, unmarked packaging and “as new” condition. However, we reserve the right to deduct a fee if the value of the goods has been diminished (e.g., damaged packaging, missing components, or signs of handling beyond what is necessary to establish the nature of the goods).
• Shipment is unfulfilled or returned:  For all international orders (Retail or Trade), if a shipment is unfulfilled or returned to us due to unpaid customs fees or refusal to accept delivery, a 15% administrative fee plus all return shipping costs will be deducted from the refund.

4. Lifetime Warranty

Every Timbren SES and Active Off-Road kit includes a Lifetime Warranty. This covers Aeon® springs and metal brackets against defects for the life of the vehicle they were originally installed on.

• Product Registration: To ensure your Lifetime Warranty is validated, you must register your product with us immediately following installation.
• How to Claim: As your regional hub, we manage the claim for you. You must provide photos of the installed part and your original Ride Solutions invoice.
• Exclusions: The warranty covers the replacement part only and does not include labour, freight, or damages resulting from incorrect installation.

5. How to Start a Return

No returns are accepted without a Return Merchandise Authorisation (RMA) number.

1. Request an RMA: Email us with your Order Number (starting with RS-).
2. Pack Securely: Place the Timbren box inside a secondary shipping carton. Do not write on, tape, or attach shipping labels directly to the original Timbren product packaging.

Ship to: Ride Solutions Returns, 33 Illingworth Way, Foxton, Cambridge, CB22 6RY, United Kingdom.

Just finished your installation? [ Click Here to Register Your Product ] and activate your Lifetime Warranty.”