Refund policy

Return and Refund Policy

This Return and Refund Policy outlines the conditions under which items may be returned and when refunds or credits may be issued. Please review this policy carefully before placing an order.

1. General Return Eligibility

Returns are accepted on a case-by-case basis and must comply with the conditions outlined below.

All returned parts must:

  • Be returned within 90 days of the original order date

  • Be in new, unused, and uninstalled condition

  • Include original packaging and components, where applicable

Items that do not meet these criteria may be denied or subject to additional fees.

2. Return Timeframes and Restocking Fees

Returns Within 90 Days

Parts returned within 90 days of the order date may be eligible for a refund or credit, subject to inspection and approval.

Returns After 90 Days

Parts returned after 90 days of the original order date:

  • Are subject to a 50 percent restocking fee

  • Must be returned in new condition

  • May only qualify for partial credit or store credit, at our discretion

Returns submitted beyond 90 days without prior approval may be refused.

3. Non-Returnable Items

The following items are generally not eligible for return, unless otherwise approved:

  • Special-order items

  • Custom or made-to-order products

  • Items that have been installed, used, or altered

  • Items damaged due to improper handling or installation

Freight-shipped items may have additional return restrictions due to handling and carrier limitations.

4. Damaged or Defective Merchandise

If you receive damaged or defective merchandise, please contact us immediately at cxtparts@lbfoster.com

We strongly recommend reporting damage within 48 hours of delivery and retaining all packaging materials. Photos of the damaged product and packaging may be required to assist with evaluation and carrier claims.

Returns, replacements, or refunds for damaged or defective items are handled on a case-by-case basis, depending on the nature of the issue and carrier determination.

5. Return Authorization Process

Returns must be approved before items are sent back.

To request a return:

  • Contact our customer support team

  • Provide your order number and reason for return

  • Wait for return authorization and instructions before shipping any items

Unauthorized returns may be refused or returned to the sender at the customer’s expense.

6. Return Shipping Costs

Unless otherwise stated:

  • Customers are responsible for return shipping costs

  • Original shipping charges are non-refundable

  • Freight return shipping costs may be substantial and are the responsibility of the customer unless the return is due to our error or a confirmed defect

7. Refunds and Processing Time

Once an approved return is received and inspected:

  • Refunds or credits will be issued to the original payment method or as store credit, at our discretion

  • Processing time for refunds may take 5 to 10 business days after inspection

  • Restocking fees, if applicable, will be deducted from the refund amount

8. Order Cancellations

Orders may be canceled only if they have not yet entered processing or shipment.

Once an order has shipped, it cannot be canceled and must follow the return process outlined in this policy.

9. Contact Information

For questions regarding returns, refunds, or damaged merchandise, please contact us at:

Phone: 800.663.5789

Customer Support: Available during standard business hours

Please include your order number when contacting us to help us assist you more quickly.