Refund policy
At Rustic Mountain Overland, we want you to be completely satisfied with your purchase. If you are not satisfied with your purchase for any reason, you may return it in accordance with the following return policy:
1. Return Period
You may return eligible items purchased from our website within 30 days from the date of delivery for a refund, exchange, or store credit, subject to the terms and conditions outlined in this policy.
2. Eligibility
To be eligible for a return, items must meet the following criteria:
- Items must be in new, unused, and undamaged condition
- Items must be returned in their original packaging, including any tags and labels
- Certain items, such as personalized or custom-made products, may not be eligible for return unless they are defective or damaged upon receipt
3. Return Process
To initiate a return, please follow these steps:
- Contact our customer support team at holly@rusticmountainoverland.com to request a return authorization (RA) number.
- Pack the item securely in its original packaging, including any accessories, manuals, and documentation.
- Include the RA number on the return packaging.
- Ship the item back to us using a trackable shipping method. You will be responsible for return shipping costs unless the return is due to our error or a defective/damaged product.
4. Refunds
Upon receipt and inspection of the returned item(s), we will process your refund within 7 days. Refunds will be issued to the original payment method used for the purchase, unless otherwise specified. Please note that shipping charges are non-refundable.
5. Exchanges
If you wish to exchange an item for a different size, color, or style, please follow the return process outlined above and indicate your preference for an exchange. Once we receive the returned item, we will process the exchange and ship the replacement item to you.
6. Store Credit
If you prefer, we can issue you a store credit for the value of the returned item(s), which can be used towards a future purchase on our website. Store credits do not expire and can be applied to any eligible items.
7. Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately to arrange for a replacement or refund. We may require photographic evidence of the damage or defect for our records.
8. Final Sale Items
Certain items may be marked as "final sale" and are not eligible for return or exchange unless they are defective or damaged upon receipt. Please review the product description carefully before making your purchase.
9. Changes to this Return Policy
We reserve the right to modify or update this return policy at any time, without prior notice. Any changes will be effective immediately upon posting on our website. We encourage you to review this policy periodically for any updates.
10. Contact Us
If you have any questions or concerns about our return policy, please contact our customer support team at holly@rusticmountainoverland.com.
By making a purchase from our website, you acknowledge that you have read, understood, and agree to abide by this return policy.
Trailer returns are treated as a trade in and subject to valuation.
We maintain a 2 year workmanship guarantee.