Refund and Returns Policy
At Carmax Vehicles, we are committed to providing quality vehicles, spare parts, and reliable customer service. We want every customer to have a clear understanding of our shipping, return, and refund procedures.
1. Vehicle Purchases
All vehicle purchases are subject to the specific sales agreement, inspection information, warranty, and return terms provided to the customer
If Carmax Vehicles offers a vehicle return or money-back guarantee for a particular vehicle, the applicable period and conditions will be clearly stated in the customer’s purchase documentation.
2. Spare-Part Returns
Customers may request a return of eligible spare parts within 30 days of delivery.
To qualify for a return, the part should generally:
• Be in its original condition and packaging
• Include the original invoice/order information
• Not have been damaged or modified after delivery
Electrical, special-order, customized, clearance, or installed parts may have different return conditions. Insert your actual exclusions here.
3. Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect spare part, please contact Carmax Vehicles within 48 hours/7 days of delivery.
Please provide:
• Your order number
• Photos or videos of the item and packaging
• A description of the problem
After review, we may offer a replacement, repair, store credit, or refund where applicable.
4. Shipping
We ship eligible spare-parts orders to the locations listed during checkout.
Shipping times and costs will be displayed or communicated before the order is finalized. Customers will receive tracking information when available.
If Carmax Vehicles cannot ship an order within the promised timeframe, we will contact the customer regarding the delay and available options. For online merchandise sales, applicable consumer laws may require specific cancellation and refund procedures when promised shipping dates cannot be met.
5. Return Shipping
For a wrong, damaged, or defective item caused by Carmax Vehicles, Carmax Vehicles will arrange or reimburse reasonable return shipping costs, subject to verification.
For a return due to customer preference or ordering the wrong part, the customer may be responsible for return shipping and any applicable restocking fee.
6. Refunds
Once an approved return has been received and inspected, Carmax Vehicles will notify the customer of the refund decision.
Approved refunds will generally be issued to the original payment method, subject to applicable payment-provider processing times.
The refund amount may exclude shipping or other charges where permitted by the applicable terms and law.
7. How to Request a Return or Refund
Please contact our customer-support team with:
Order Number:
Customer Name:
Item/Vehicle:
Reason for Return:
Photos/Documents:
Our team will provide the appropriate return instructions.
8. Important Notice
Nothing in this policy is intended to remove or limit any mandatory consumer rights or protections that apply under the laws governing your purchase.