Returns & Refunds Policy
Rochester Premium Auto Group LLC, operating as SR Online, stands behind every product we sell. If you are not completely satisfied with your purchase, we offer a straightforward return process.
Return Window
You may return most items within 30 days of the delivery date for a full refund of the product price. Items must be unused, in their original packaging, and in resalable condition. The 30-day window begins on the date USPS confirms delivery, not the date of purchase.
Non-Returnable Items
For safety and hygiene reasons, the following items cannot be returned once opened:
- Opened chemical products — polishes, compounds, coatings, sealants, cleaners, dressings, and any liquid or paste product whose seal has been broken
- Used applicator pads, microfiber towels, and mitts — items that have made contact with a vehicle surface
- Clearance or final-sale items — marked as non-returnable at the time of purchase
Sealed, unopened chemical products in their original packaging are eligible for return within the 30-day window.
Return Shipping
Customers are responsible for return shipping costs unless the item is defective, damaged in transit, or was shipped in error. We recommend using a trackable shipping method, as SR Online cannot be held responsible for returns that are lost in transit.
Defective or Damaged Products
If you receive a product that is defective or was damaged during shipping, please contact us at support@sronline.store within 7 days of delivery. Include your order number, a description of the issue, and photos of the damage. We will provide a prepaid return label and either replace the item or issue a full refund, including original shipping charges.
Equipment Warranty
Machine polishers, pressure washer accessories, and powered equipment may be covered by the manufacturer’s warranty. For warranty claims on these items, please contact the manufacturer directly. SR Online will assist with facilitating the claim where possible, but warranty service is ultimately provided by the product manufacturer.
How to Initiate a Return
- Email support@sronline.store with your order number and the item(s) you wish to return
- Our team will confirm eligibility and provide a return authorization number and shipping instructions
- Pack the item(s) securely in their original packaging and ship to the address provided
- Once we receive and inspect the return, your refund will be processed
Refund Processing
Refunds are processed within 5–7 business days of receiving the returned item. The refund will be applied to your original payment method. Please note that your bank or card issuer may take an additional 3–5 business days to post the credit to your account.
Exchanges
We do not offer direct exchanges at this time. If you need a different product, please return the original item for a refund and place a new order for the replacement.
Questions
If you have any questions about our return policy, please contact us at support@sronline.store and we will be happy to help.