Refund policy
1. Overview
Every Mule Gear unit is laser-cut, CNC-bent, and custom-built for a specific truck year, make, and model. Because each piece is made-to-order, all sales are final once production begins.
Mule Gear stands behind the Like-A-Glove Fit and Rattle-Free Guarantee, but these apply only to fit and noise performance under normal use — not to crashworthiness, structural strength, or occupant protection.
If your product arrives damaged, defective, or fails to meet either guarantee as defined below, Mule Gear will repair or replace the affected part at no cost.
2. Installation Responsibility and Liability Assumption
Mule Gear does not offer or perform installation services. All products are supplied for self-installation or by a third-party installer chosen by the purchaser.
By purchasing or installing a Mule Gear product, you acknowledge and accept full responsibility for installation, alignment, torqueing, and safety checks. Mule Gear is not liable for any injury, loss, or vehicle damage resulting from installation, removal, or modification of any product.
A signed or digital acknowledgement is required before production begins, confirming that you understand Mule Gear does not certify installations and that you assume all risks associated with installing and using this equipment.
3. “Like-A-Glove Fit” Guarantee
“Like-A-Glove Fit” means your Mule Gear unit is designed to contour to your truck’s cab within an approximate tolerance of 5/8 inch (16 mm). This includes key areas such as door panels, seats, center console, cab pillars, and back-wall surfaces.
Each design is based on third-party 3D-scan data from specific truck models. Actual vehicles may differ slightly due to factory variances, trim levels, or prior modifications. Mule Gear verifies fit to the scanned model only and allows for standard manufacturing tolerances.
When installed correctly with all supplied hardware and brackets, the unit should not rub or damage interior surfaces.
- Customer responsibilities: Confirm that your truck configuration matches the verified scan model; supply requested photos before production for verification; use all provided supports, brackets, and fasteners; protect upholstery and trim during installation; understand that minor cosmetic scuffs are normal and not cause for replacement.
The setup should fit your truck like it belongs there — snug but not jammed. We allow about 5/8 inch (16 mm) so it won’t press against your seats or doors. If it doesn’t fit within that margin and you followed the instructions, we’ll make it right.
4. “Rattle-Free Guarantee”
If you follow the supplied installation guide exactly — including proper torque values, approved thread treatments, and the required 7-day re-torque — your Mule Gear unit will not rattle.
- All hardware must be torqued to 55–65 in-lb at the bolt head.
- Only approved threadlockers or anti-seize compounds may be used (do not mix on the same threads).
- The 7-day / 100 km re-torque must be completed and documented.
- OEM seat-belt anchors and bolts must be reused and torqued to manufacturer specifications.
Improper installation, omission of parts, or substitution of hardware voids this guarantee.
5. No Crashworthiness or Load Rating Guarantee
Mule Gear products have not been crash-tested and are not certified for occupant protection or structural restraint. Internal testing is for development only and is not a certification of load capacity or regulatory compliance.
No claim or implication of crash performance, rollover resistance, or impact protection is made. These units are storage systems only — not seating or safety structures.
6. Use Limitation and Passenger Restriction
Mule Gear systems are designed strictly for cargo organization and on-site use. They are not intended or approved for passenger seating or highway travel while passengers occupy modified areas. Transporting passengers in or on a Mule Gear unit voids all warranties and may violate vehicle-safety laws.
⚠️ WARNING: Not a seat. Not crash-tested. Do not carry passengers on or against this unit. For equipment use only.
7. Claim Eligibility
- Submit your claim within 30 days of delivery.
- Provide proof of purchase, installation photos, torque verification, and a written description of the issue.
- Demonstrate compliance with installation instructions and re-torque requirements.
8. Non-Returnable Items
- Custom units or custom-cut pieces
- Damaged or misused products
- Discounted or early-launch orders
- Items installed or altered outside Mule Gear instructions
9. Refunds
Approved refunds will be processed to the original payment method within 5–10 business days after approval. Mule Gear reserves the right to repair or replace parts instead of refunding when appropriate.
10. Limitation of Liability and Dispute Resolution
To the fullest extent permitted by law, Mule Gear’s liability for any claim is limited to the original purchase price of the affected product. Mule Gear is not liable for incidental, consequential, or punitive damages.
All disputes shall be resolved through binding arbitration in Edmonton, Alberta, under Alberta law. Class or representative actions are waived.
11. Contact
For questions or claims, email info@mule-gear.com with your order number, photos, and issue details. Mule Gear takes every claim seriously and will work with you to find a fair solution.