GENERAL

We require authorization on all incoming returns and exchanges. Returns sent without prior authorization will automatically be assessed a 20% restocking fee.

All returns for exchanges and/or refunds must occur within 30 days of receipt of product. After 30 days, this policy becomes null and void.

Depending on inventory, exchanges may take up to 6-8 business days to be processed and shipped through our Warehouse.

The buyer is responsible for the original and return shipping costs, unless the return is a direct result of our error, in which case we will issue a return shipping label.

All Claims for lost or damaged shipments must be made by the buyer to the transportation company.  

 

UNDELIVERABLE/INCORRECT ADDRESS

All orders returned to us due to an undeliverable or incorrect address will be charged a reshipment fee.   For cancelled orders, a 20% restocking fee will be applied.

EXCHANGES

We will process exchanges for a different item based on availability.  Please keep in mind that our inventory fluctuates rapidly and frequently and we do not have all products available at all times.

If we make a mistake by shipping you the incorrect item due to a catalog or warehouse error, we will rectify the situation, either by shipping you the correct item, or processing a refund including your shipping charges.

If the customer ordered for the wrong application, then all shipping charges are the customer’s responsibility and a 20% restocking fee will be applied.

RETURN FOR REFUND

The vast majority of the products available at Cquence is returnable, provided they are returned with all original packaging, paperwork and parts in new and unused condition.  All returns eligible for a refund will be credited back the original purchase price minus shipping charges (where applicable).  A refund will be remitted to you via your credit card or via company check for the merchandise amount minus the original shipping and handling fees as well as a 20% restocking fee, unless Cquence is responsible for the return.  If Cquence is responsible for the return (which will be determined by Cquence), then no re-stocking fee will be charged to the customer.  Refunds will be issued as same payment type (PayPal or credit card) or by company check. 

It can take up to 4 weeks for a refund check to be sent. If a credit card refund is processed, you should see a credit on your next month’s statement.

Please e-mail questions and return requests to: sales@cquence.net

WARRANTY

Warranty is only applied to normal operating conditions only. We do not offer warranties to damaged products caused by improper installation, unauthorized disassemble, misuse, etc. Any warranty claim is subject to the results of CQUENCE, Inc. examination.
 

CQUENCE, Inc. Pads & Shoes

30 days on manufacturer defects* (please see below).  Does not apply to brake noise, brake dust or normal wear and tear.

CQUENCE, Inc. Street Series Rotors

1 year on warping, 1 year on manufacturer defects* (please see below) such as cracking (rotor must be within the minimum thickness).

CQUENCE, Inc. Performance Series Rotors

1 year on warping, 1 year on manufacturer defects* (please see below) such as cracking (rotor must be within the minimum thickness).

CQUENCE, Inc. Sport Series Rotors

1 year on warping, 1 year on manufacturer defects* (please see below) such as cracking (rotor must be within the minimum thickness).
 

Manufacturer Defects*

This covers any products that are structurally compromised or weakened because of structural failure. It does not cover zinc plating, rusting, noise, pitting or cosmetic damages, normal wear and tear or damage caused by negligence, lack of maintenance, accident, abnormal operation, track racing, improper installation or service.

Terms And Conditions

Warranty is valid from date of purchase, provided that the product has not been subject to abuse or misuse in its installation, or subject to modification or alteration. Products must be installed as supplied in matching sets and must be in accordance with the vehicle manufacturer's instructions. All warranty claims require proof of purchase and must be approved by an authorized representative of CQUENCE, Inc. Customers must provide an order number and copy of Invoice/Receipt when making a claim. If you receive an item that is broken, defective or incorrect due to a data error, and has not been used or assembled within 60 days of purchase, CQUENCE, INC. will provide a prepaid return shipping label. During an exchange or warranty claim, CQUENCE, INC.  is not responsible or liable for any mechanical, installation, or storage fees. Any shipping charges for returns, exchanges or warranty claims outside the Continental USA will be the responsibility of the customer. CQUENCE, Inc., under no circumstances will pay for any shipping costs outside the Continental USA.

In order to file a warranty claim for warped rotors, a copy of a brake report from a certified auto shop or dealership is needed. The report must indicate exactly which rotor or rotors are warped along with associated test results.

Warranty claim is for a one-time replacement only.

WARRANTY IS VOID IF NOT INSTALLED BY ASE CERTIFIED MECHANIC


We DO NOT issue call tags for warranty returns and the customer is responsible for the return shipping cost.  Once the item has been received and is deemed defective by our returns department, a replacement will be shipped to you of equal value or we will issue store credit.  The customer is responsible for shipping cost of replacement parts.  No more then (1) warranty claim is allowed per order.
 
We understand that due to the nature of our product you may not be able to wait for the return process and you need your vehicle to be repaired immediately. You may choose one of two options:

1.  You are welcome to place a new order for the parts that you need, repair your vehicle, and then return the defective parts. If we deem the parts defective, we will provide a refund to you for the new order.  Please call us at 888-862-2234 to place an order for any replacement parts.

2.  Have an ASE certified mechanic inspect the brakes and fax us a report to 888-862-2234 of the inspection.  ASE certified mechanic and the individual redeeming the warranty may not be the same person.  If the rotors are found to be warped or cracked, Cquence will send you replacements.  

Our warranty does NOT cover the following:

  • Normal wear and tear on both rotors and pads
  • Brake noise, including squealing
  • Any rust or discoloration on the rotor or cosmetic damages
  • Damage caused by negligence
  • Lack of maintenance
  • Track racing
  • Accident
  • Improper installation or service
Warranty is void if:
  • Failure to install by a qualified and ASE certified mechanic
  • Use for racing applications, track day, or similar use
  • Cquence will, at its discretion, will either replace the warranted part or issue a credit for the purchase price of the part. In no circumstance will Cquence be liable to the buyer for more than the purchase price of the product.
  • Cquence will not be liable for any loss, damage, cost of repair, or any other damages arising as the result of a warranty claim.

PLEASE INCLUDE THE FOLLOWING WITH ALL RETURNED ITEMS
  • A copy of your invoice or packing slip
  • A short but precise note listing the reason(s) for the return and/or exchange
  • If returning a part for a warranty return, please include a copy of your receipt from the mechanic who installed your parts
For your protection, we recommend using a reputable carrier to ship and insure your package. We are not responsible for lost or damaged merchandise that has been shipped to us. Please retain your shipping receipt for proof of delivery.
 
PLEASE SEND ALL RETURNS TO: 

Cquence, Inc.
 3920 Valley Blvd. Suite G
 Walnut, CA 91789

Cquence reserves the right and will charge a restocking fee of 20% of the retail value of any and all merchandise that is returned for a refund.  IMPORTANT NOTICE:   Inspect condition of parts and correctness of size and application before attempting installation. It is the responsibility of the customer/installer to verify the correctness of the size and application of all parts before installation. Accordingly, please follow these guidelines when you receive your parts: Before opening the package, check for accuracy by matching the part number on the box with the part number on the invoice or packing slip. If it matches please proceed, otherwise contact us immediately. In the event the product needs to be returned, the box must be in good shape to return and restock. Carefully open the box taking care not to damage the parts or the packaging and keep the box. Inspect the parts for apparent damage and missing items. If no apparent damage and missing items are found please proceed, otherwise contact us immediately. Mock up or lay out the assembly of the item on a clean soft surface to avoid damage to the parts. Make sure the parts received are what you actually want before proceeding to install. If unsure, contact us immediately. Otherwise, once installation is attempted, the parts are no longer unused, uninstalled, and in resellable condition. For all other questions or concerns please contact us.