Customer Support:
Email: eusales@fealsuspension.com - responses are typically received the next business day; however, response time varies.
Phone: +1-909-930-1300 to speak with technical support from California, USA, available Monday through Friday, 08:00 PST through 17:00 PST (18:00 GMT+3 through 03:00 GMT+3).
Use the CONTACT US page to complete a support form and for additional email addresses - responses are typically received the next business day; however, response time varies.
Payment & Delivery:
By purchasing on the web store, buyer (customer) agrees to purchase goods and/or services from UAB “Feal Suspension EU.”
Prior to placing goods and services in the online shopping cart prices are indicated in euros (€) exclusive of tax, unless stated otherwise. In an order placed via the online store, the prices of goods or services are indicated in euros (€), inclusive of all applicable taxes during checkout, unless stated otherwise.
The Buyer may pay for ordered goods or services via online banking, payment card (Visa, Mastercard), bank transfer, or other payment methods specified in the online store.
Payment collection and processing services are provided by Stripe. When paying by card, payment data is processed within the secure environment of Stripe. The Seller does not have access to the Buyer’s payment card details or online banking login credentials.
An order is considered submitted and processing begins only after payment confirmation is received from the payment service provider or the funds are credited to the Seller’s account. Payment is due in full upon receipt and must be received prior to shipment or delivery of product(s).
Documents confirming the purchase of goods or services (VAT invoices or other accounting documents) may be provided electronically. They specify the purchased goods or services, their quantity, applicable discounts, the final price, taxes, and other information required by law.
Once an order is confirmed, the price of the goods or services cannot be changed, except in cases where the price has changed due to a technical error, an obvious mistake, or other objective circumstances beyond the Seller's control. In such an event, the Buyer is informed of the price change and has the right to cancel the order. If the order is cancelled, all funds paid are refunded in accordance with the procedure established by law.
Standard 441 kits ship from Vilnius, Lithuania typically within (3) business days of receipt of full payment. Other customizations typically ship directly from USA within 4 weeks of receipt of full payment. Items will be shipped to the address indicated on the web store during checkout.
Local customers may pick up from the Vilnius, Lithuania warehouse within 2 business days of receipt of full payment if items are in stock and pickup will be arranged via email.
Customers will receive email notifications regarding the order.
Return Policy:
- Right of Withdrawal: Product may be returned within 14 days of the date of delivery for a full refund. Customer is responsible for shipping costs to return the product in original packaging. The refund will be processed and funds will be returned to the original payment method upon receipt of the returned items.
- Returns may also be initiated later than 14 days but prior to 60 days following delivery:
- There is a 10% restocking fee for returned coilover kits, and a 25% restocking fee for custom valved kits (442, 443).
- All components must be brand new and in original packaging to be eligible for return.
- If any components show indication of installation or are damaged, scratched, or otherwise tampered with, the retail price of the affected components will be subtracted from the total refund (this may include top hats, lower mounts, etc).
Warranty Policy
Products purchased through Feal Suspension EU are subject to the 1-year limited warranty policies established by the manufacturer (Feal Suspension, Inc.). These warranty policies are below:
General Expectations of Consumer
Feal Suspension EU expects that all purchased coilovers be used explicitly for the intended application for the lifetime of the product. Coilover components must never be used in a manner contrary to the intended purpose and/or application nor operated under atypical conditions. Components must not be improperly handled, modified without express written direction from Feal Suspension, Inc., nor otherwise installed or operated in a manner that deviates in any way from any guidance or instruction provided by Feal Suspension, Inc.
Consumers are also expected to maintain and service shocks at the recommended intervals. Routine maintenance is recommended at 50,000 miles (or one race season) to maintain performance over time.
Feal Suspension coilovers are a performance product and are expected to be maintained as such. As with all mechanical products, coilover components are subject to normal wear and tear.
Limited Warranty Coverage
The limited warranty covers manufacturer defects including loss of damping due to internal failure, seal failure, o-ring failure, and/or spring failure.
Limitations and Exclusions
All warranties are non-transferable from the original owner and may be used once per the lifetime of each shock. Failure to meet the General Expectations of Consumer listed above will void any warranties, including failure to maintain and service shocks at the recommended intervals. Any warranties are voided if the product is misused, abused, or used for non-intended purposes.
Additional exclusions include external damage to shock due to abuse such as bent components, improper installation, improper use (i.e. off-road, etc.); external damage due to collision and/or rough terrain including (i.e. potholes, curbs, etc.); corrosion; internal damage due to servicing by anyone other than Feal Suspension, Inc. or an authorized service center.
The customer is responsible for any and all costs and/or labor incurred to redeem the limited warranty including, but not limited to, shock removal and/or installation; packaging; shipping and handling; customs; logistics; rental cars, etc.
Customer Steps: How to Redeem a Warranty
- Complete the Warranty Claim Form and provide any requested photographs or videos.
- Once the warranty claim is approved, Feal Suspension will provide Customer with an RMA number and initial scope of work. Customer is responsible for properly packaging and shipping warrantied components to Fast MX in Vilnius, Lithuania. Components must be packaged so as to prevent further damage during shipping. Customer must include the RMA number and a copy of the initial invoice in the shipped package along with the warrantied components. By shipping components to Fast MX, Customer acknowledges that additional costs may be incurred should non-warrantied labor or components be required for repair. Customer is responsible for shipping costs to and from Fast MX.
- Once received, Fast MX will photograph and inspect the received components prior to completing any work. Feal Suspension and/or Fast MX will provide Customer with a cost estimate for any non-warrantied labor and/or components.
- Feal Suspension and/or will repair or replace warrantied components at its sole discretion. Any unforeseen work will be communicated to Customer via email.
- Following completion of warrantied work, Customer will receive an invoice for return shipping. Fast MX will ship product back to Customer only after payment has been made in full.