As experienced Overlanders, we fully understand that things do not always go according to plan. Sometimes you might change your mind or realize the product you ordered wasn't exactly what you were looking for.
That is why Open Road Overland has made the return process as easy as possible for you with our "No Questions Asked" 30-Day Return Policy, so you can get back on the road for more adventures in a heartbeat.
If you want to return an item you are responsible for paying all return shipping fees for the item(s) in your order. That is of course unless the return is due to a manufacturer’s defect or a direct result of an error from our side.
We do not accept returns of the following products:
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Products that have been installed, used, or damaged after delivery
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Products that were custom or special ordered
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Products that have been modified or otherwise altered
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Products with a broken or tampered seal
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Products that have been sold on sale or as clearance items
REFUNDS
All returned items are inspected. Once your returned item(s) have been received and inspected, we will notify you by email about the approval or rejection of your refund.
To receive a refund for the item(s) ordered, the item(s) must arrive back at the return address provided by us in "Like New" condition, and it must be in the original packaging and contain all parts and accessories.
"Like New" means that the items must not show any visual signs of wear and tear or use. If items are returned with visual signs of wear and tear or have any issues due to use they will not be accepted and no refund will be given.
Opened items will be awarded a partial refund which will be determined during the inspection.
Only regular priced items may be refunded. Sale, promotional, special, or custom orders and clearance items are non-refundable.
RETURNING AN ITEM
DO NOT RETURN ITEMS TO US WITHOUT PRIOR CONSENT
If you decide you want to return an item within 30 days after receipt of your order, please follow these steps:
STEP #1: SEND US AN EMAILPlease email our Customer Service Specialists at support@openroadoverland.com and include the following:
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Your order number
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Proof of date of original purchase.
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Name of the product you want to return
Our Customer Service Specialists will via email provide you with:
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Your unique RMA#
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Detailed instructions on how to process the return including the return shipping address
You are responsible for paying all return shipping fees. Pack everything that came with the product using its original packaging.
- Write the provided RMA# on the shipping label (NOT ON THE BOX) and affix the shipping label to the package
- Ship the package to the address specified in the email you received from our Customer Service Specialist in STEP #2. We strongly recommend that you insure your return shipment. If the carrier loses or damages the shipment, we will not be able to refund you
- Provide us with the name of the carrier, the date of shipment, and the tracking number of the package via support@openroadoverland.com
STEP #4: RECEIVE YOUR REFUND
After your returned item has been received and passed inspection at the return facility, we will notify you by email. You can expect to see the refund credited within 2-5 business days after the return has been approved to the payment method that you used when you originally placed your order.
If case you have not received the refund after 5 business days, first please check your bank statement again. Then, contact your credit card company or financial institution as timing is subject to individual processing time.
If you have followed all of the above steps and still have not received your refund, please contact us at support@openroadoverland.com
WARRANTY
Open Road Overland is an Authorized Dealer for multiple quality brands. Each brand has its own warranty policy, which we strictly adhere to. Warranty coverage only applies to manufacturing defects.
Warranty coverage is not guaranteed and is solely at the discretion of each manufacturer. If an item is found to be defective after adequate proof has been provided the manufacturer will determine the best solution on a case-by-case basis. Solutions may include but are not limited to repair, replacement, or refund.
We do not cover warranty issues generated by shipping mishandling, accident, misuse, abuse, tampering, modification, incorrect installation, overloading, unreasonable or normal wear and tear, (including but not limited to scratches, dents, tears, and any cosmetic degradation).
Clearance Items are not covered under warranty.
Any product used for commercial purposes is not covered under warranty.
Open Road Overland is not liable for any injury sustained from use, or misuse of the product(s) we sell.
To file a warranty claim please email us the following documentation at support@openroadoverland.com:
- A brief description of the defect or issue with the item(s)
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Digital photos taken from all possible angles showing conclusive proof of the defect
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Proof of date of original purchase.
If you have a question about warranty please call us at 1(888) 982 9050 or email us at support@openroadoverland.com
EXCHANGES
We only exchange items if they are defective or damaged.
Want to know more about how to handle shipments arriving with damage? Read our Shipping Policy here.
If you need to exchange an item for an identical item, please send us an email at support@openroadoverland.com or call us at 1(888) 982 9050.
CANCELLATIONS
If you would like to cancel an order, please email us at support@openroadoverland.com or call our Customer Service Specialists immediately at 1(888) 982 9050 to avoid being charged return shipping fees.
- Orders canceled BEFORE the item(s) have shipped will receive a full refund minus a 3.5% charge to cover admin and credit card fees.
- Orders canceled AFTER the item(s) have shipped will follow our 30-Day Return policy and will be subject to you paying all return shipping fees + a 3.5% charge of the full order amount to cover admin and credit card fees.
OTHER RETURN POLICY INFORMATION
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If a certain brand or product does not support the return policy stated above, this will be noted in the product descriptions or the product-specific return information
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Products that are specified as pre-owned or used are ineligible for a return
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Open Road Overland only sells to clients who intend to use the item(s) for the duration of its economic life. Orders purchased for the specific purpose of a "one-time use or “temporary use" are not eligible for return under any circumstances. This includes but is not limited to; orders intended for use in a trade show or a conference venue, orders that are purchased by promotional companies, and orders that are purchased by trade show facilitators.
