We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt, proof of purchase, or order number.
To start a return, contact us at email@example.com and include the following information.
- Your name
- Your order number
- The item(s) you would like to return
- Reason(s) for your return
- Product condition. i.e. unopened, damaged, etc.
If your return is accepted, we’ll send instructions on how and where to send your package. We pay shipping on returns due to error on our part or a warranty issue. You pay shipping on most other returns.
Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at firstname.lastname@example.org.
DAMAGES & ISSUES
Please inspect your order when you receive it and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Please do not use the item as we do not accept used items for return (even defective items).
When a replacement is requested to be shipped prior to the return of original merchandise, we must temporarily authorize your credit card until the original merchandise is returned.
There are two ways to handle an exchange:
The SLOW way is to return the item you have, and once the item is REFUNDED, make a separate purchase for the new item.
The FAST way is to request a return authorization, and once the return is ACCEPTED, place an order for the new item. You will have purchased two items at this point, but rest assured we will get your return processed as soon as we receive it, and your refund will occur just as fast as your bank will process it.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, the original purchase price minus shipping charges will be automatically refunded to your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too, and unfortunately, we can’t do anything to make that go faster.
We have designed and built our products to last a REALLY long time, hopefully a lifetime. But let’s be real, you won’t get as much life out of them if you neglect or abuse them and, you can destroy them if you try hard enough. Additionally, we’ve used premium quality materials, but they will deteriorate over time, exposure to the elements, and ongoing abrasion, or from day-to-day use. That’s just normal wear and tear, so let’s keep it real.
Nonetheless, if your product fails due to construction, or you feel that it didn’t survive enough reasonable wear and tear, please contact us and we’ll try to make it right (usually repair or replacement at our sole discretion). Also, the hardware on our products is guaranteed for life. Just send us a picture of the broken item and we’ll replace it.
Third-party products (not manufactured by or for HighRoad Adventure Gear) come with the warranty that is supplied directly by the manufacturer. We are not responsible for shipping costs other than due to our own mistake. Any item that is altered or changed from its original state without the consent of the manufacturer may not be returned and may not receive warranty support. The warranty of a product may be facilitated by us; however, we can only enforce the manufacturer’s decisions.
We really want you to be happy with your purchase, and we really do strive to always take the highroad. But we expect our customers will live by the same rules they hold us to.