Refund Policy

At Custom Collision LLC, we stand behind the quality of our work. Because we provide repair and customization services rather than retail products, our refund policy is structured around the nature of the labor, materials, and parts involved in each job.

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Deposits: All deposits and down payments collected toward parts, materials, or scheduled custom work are non-refundable. If parts have not yet been ordered, the deposit may be applied as a credit toward a future service at Custom Collision LLC within 90 days of the original payment date. After 90 days, any unused credit expires.

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Work in progress: Work is considered to have begun once the repair estimate is approved in writing or once any parts, materials, or labor have been ordered, purchased, or performed on your behalf. If you cancel repair work after it has begun, you are responsible for the cost of all labor and parts incurred up to the point of cancellation. A partial refund of any remaining balance may be issued based on the percentage of work completed, the returnability of ordered parts, and the labor already performed. Refunds for cancelled work will be processed minus the cost of non-returnable parts and completed labor.

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Supplements: If additional damage is discovered during repairs that was not visible in the original estimate, a supplemental estimate will be provided for your approval. Approved supplements must be signed before the additional work is performed. If you decline a required supplement, only the originally approved work will be completed, and you remain responsible for its full cost.

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Completed repairs: If you believe a repair was not performed to industry standards or has a defect in workmanship, contact us within 90 days of vehicle pickup. We will inspect the concern and, if a defect is confirmed, correct the work at no additional cost. Cash refunds for completed repairs are not available, except in cases where a confirmed workmanship defect cannot be remedied. Whether a defect can be remedied will be determined by Custom Collision LLC based on industry standards. In cases of disagreement, the customer may request an independent inspection at the customer's expense, and the findings of that inspection will be considered in good faith.

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Insurance-funded repairs: When repairs are paid partially or fully by an insurance company or third party, any refund or adjustment is issued to the paying party, not the vehicle owner, in accordance with the terms of the applicable insurance claim. If your repair was funded partially by insurance and partially by your deductible, any approved refund will be returned to each payor in proportion to their original payment.

Mechanic's lien: Under Texas law, Custom Collision LLC may retain possession of a vehicle until all repair charges, including storage fees, are paid in full.

Storage fees: Vehicles not picked up within 7 days of completion notification are subject to a storage fee of $25 per day. Notification of completion will be sent by phone, text, or email to the contact information on file.

Force majeure: Custom Collision LLC is not liable for delays or damages caused by events beyond our reasonable control, including natural disasters, fire, theft, flood, or other force majeure events. In such cases, we will communicate with you promptly to make alternative arrangements. 

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Timeframe: Refund, correction, or rework requests must be submitted within 90 days of the date you pick up your vehicle. Requests made after this period will not be eligible for refund or complimentary rework.

Full vs. partial refunds: Full refunds are not available for completed repair work, as labor and materials cannot be recovered. Partial refunds may be issued for cancelled jobs that have not yet begun, minus any non-refundable deposits, non-returnable parts, or labor already performed. In cases of confirmed workmanship defects that cannot be corrected through rework, a refund of the labor cost for the affected portion of the repair may be issued.

Conditions for a refund: A refund, rework, or credit may be issued when one or more of the following conditions are met: (1) a confirmed defect in workmanship is identified within the 90-day window; (2) work was not performed as described in the approved written estimate; or (3) work was paid for but not completed due to an error on our part. Refunds will not be issued for customer changes of mind, dissatisfaction with a color or finish that was approved in writing prior to completion, or damage caused by the customer or a subsequent third party after the vehicle has been picked up. Written approval means a signed authorization form, signed digital approval, or email confirmation from the customer or their authorized representative.

How to request a refund: To request a refund, rework, or correction, contact Custom Collision LLC in writing at Customcollision017@gmail.com or by phone at (432) 557-8171 or (432) 202-0637. Include your repair order number if available, along with your name, vehicle year, make, and model, and a description of the issue. We will respond within 5 business days to schedule an inspection or resolve your request. If we exceed this timeframe without communication, you may escalate by contacting shop management directly at the same phone number or email address.

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Processing time: Approved refunds are processed within 10 business days of resolution and returned to the original method of payment. If the original payment was made by insurance, the refund is issued to the insurance company. If the original payment was made by credit card, the refund is issued to the same card. If we are unable to process the refund within 10 business days, we will notify you with an updated timeline and the reason for the delay.