Warranty & Returns

Stens guarantees parts satisfaction quality!

Stens Guarantees Parts up to 8 times longer than most original equipment manufacturers!

Returns

If you need to return a part,

1. Call the Stens Customer Service Team at 800-457-7444 and receive a Return Authorization Number.

2. Package the item in a mailing box/container, including the Return Authorization Number on the mailing package. Do Not write or mark on the part's package.

3. Send the item to Stens!

Return authorization numbers are valid for 30 days for the specific item(s) reviewed with customer service. The return authorization number must be included with your returned part and noted on the return packaging.

All returned items should be mailed using a shipping box/ container with the shipping information attached to the shipping package. No shipping labels or writing should be made directly on the original part packaging.

There is no restocking fee on returns due to warranty claims, defective items, or due to Stens shipping errors (if reported within 30 days). All other unused items, in the original, undamaged packaging will incur a 20% restocking/processing fee.

Obsolete and special order items cannot be returned at any time.

Damaged items should be immediately reported to customer service at 800-457-7444 and noted as “Damaged” when signing for the delivery. It is recommended that packages should be opened and contents inspected prior to signing delivery acceptance with carriers, so carrier damage can be noted when signing for accepted receipt. Keep the original carton and damaged merchandise for inspection.

Shipping damages and order shortages must be claimed within 30 days of the invoice.

PARTS AND LABOR WARRANTY

Stens guarantees any goods supplied by Stens will be defect free (material and workmanship) under normal use and service for ONE YEAR. Stens OEM Replacement Belts and True Blue belts are covered by a TWO YEAR Warranty.

Wheel motors and hydro pumps must be installed by a Stens Dealer to qualify for parts or labor warranty coverage. Most OEM’s only offer a three-month warranty. Stens’ warranty is four times as long for most parts, and up to eight times as long for belts!

Warranty is applicable to and must be filed by Stens customers only. Some exceptions in wholegood products apply. Warranty variations are indicated in the Stens catalog. Special ordered items are not eligible for warranty or returns. Dealers submitting fraudulent claims will lose their qualifications for the Stens Labor Warranty Program.

EXPRESS LIMITED WARRANTY

  • Stens, LLC warrants to Stens customers that any good supplied by Stens shall be free from defects in material or workmanship under normal use and service for one year from the date of purchase by a consumer.
  • Wheel motors and hydro pumps must be installed by a Stens Dealer to qualify for parts or labor warranty coverage.
  • This express limited warranty does not apply where there has been a failure of goods due to alteration, repairs, misuse, improper installation, neglect or accident.
  • If any part or product sold or distributed by Stens, LLC is covered by any manufacturer’s warranty or any other separate or independent warranty supported by the part or products distributor or licensor/licensee, then that warranty shall be the sole and exclusive warranty for the part or product — neither Stens Express Limited Warranty nor any other Stens Warranty shall apply.
  • Warranty claims must be submitted by the Stens customer who purchased the part from Stens.
  • Stens will reimburse its direct customer for the reasonable charges incurred in replacing any goods sold by Stens and originally purchased for either consumer or commercial use, if the item is found to be defective.
  • Labor Warranty rates may be obtained from Stens Customer Service at the time of a labor warranty claim submission.
  • Labor Warranty applies only to goods sold and installed by a Stens dealer.
  • Labor Warranty period is one year, beginning on the date of part installation by a Stens dealer.
  • Labor Warranty excludes special order items, replacement filters, spark plugs or other routine maintenance products.

OPTIONAL OEM WARRANTY

  • If an original equipment manufacturer (OEM) refuses to honor the OEM’s written warranty solely because a Stens replacement part was purchased and used, Stens will allow substitution of the rights and remedies provided under the OEM’s written warranty for the Stens Express Limited Warranty.
  • Written confirmation from the OEM must be provided to Stens stating the OEM has refused to honor the OEM written warranty solely because Stens replacement parts were purchased and used in the OEM product.

CUSTOMER RESPONSIBILITIES AND LIMITATION OR REMEDIES

  • The Stens customer is responsible for any and all transportation costs associated with the examination, inspection, repair or replacement of defective goods under the Stens Express Limited Warranty, Optional OEM Written Warranty and Express Limited Labor Warranty.
  • Damages will not exceed purchase price (not including tax) for what was paid for the goods.

EXCLUSION OF OTHER WARRANTIES

  • Except as provided above, Stens makes no other express or implied warranties of any kind, including but not limited to Merchantability or Fitness for a particular purpose.
  • Verbal statements about goods by sales personnel/representatives do not constitute warranties and are not part of Stens Warranties.

EXCLUSION OF INCIDENTAL AND CONSEQUENTIAL DAMAGES

  • Stens shall not be liable for any incidental or consequential damages that the consumer alleges that his/her equipment may have suffered as a result of the purchase and/or use of Stens goods.
  • This exclusion of liability for incidental and consequential damages includes, but is not limited to, claims for lost profits, any costs or expenses for labor, transportation or other expenses incurred by reason of the use of sale of any defective goods.
  • Warranties give specific legal rights, and other rights may vary by state, as some states do not allow the exclusion of warranties and incidental or consequential damages, or limitations of remedies.

PRODUCT LIABILITY

  • All Stens products are automatically covered by a comprehensive liability policy for both bodily injury and property damage.

CLAIM PROCESS (INCLUDING LABOR WARRANTY CLAIMS)

  • If a Stens customer believes they have purchased defective goods from Stens as described, they should notify Stens via phone, email or fax, fully informing Stens of why the goods are believed to be defective.
  • The online warranty claim should be completed and submitted. Customer Service can assist with form completion for customers who do not have internet accessibility.
  • Stens will either request a return of the defective goods to Stens for inspection or will rely on the information provided to determine if the goods are defective as described above.
  • If any items are proven to be defective, Stens, at its option, will repair or replace the defective product(s), refund the purchase price excluding sales tax, or issue a customer account credit toward the purchase of future items.

FORCE MAJEURE

  • Stens shall be under no obligation to perform any contract when performance is prevented by fire, strike, labor dispute, war, embargo, transportation delay or failure, material shortages, supplier default, government intervention or act of God or for any other cause beyond the control of Stens.