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All returns and exchanges must be processed in accordance with the instructions below and must include a Return Merchandise Authorization (RMA) number. Please complete and submit our online RMA Form. A representative will review the request and will provide further instruction on how to proceed. Please allow 48-72 business hours to review and investigate the RMA request.
If an item is returned without an RMA number or contrary to the instructions provided, we reserve the right to either refuse the return or to charge a restocking fee of no less than fifteen percent (15%) of the original item price, at our discretion. If your item is defective, over-sized, or non-cancellable/non-returnable, please see the appropriate section below.
We refund the full cost of the merchandise and all original shipping charges if your return is a result of our error or defective product. If the return is not a result of our error or defective product and you obtain an RMA and return the item unopened/like new within the designated period, we will refund the full cost of the merchandise. All shipping costs are non-refundable.
Your Rights under the Our Country Consumer Law - Our goods come with guarantees that cannot be excluded under Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
How Long Do I Have to Make a Return?
You may return or exchange an item, with an approved RMA, within thirty (30) days of receipt. No restocking fees will be assessed if the RMA is requested within the first seven days of ownership. Please inspect all items upon arrival and notify us of any discrepancies within 48 hours. Once an RMA is issued, you have thirty (30) days to initiate the shipment of returning the item as described below. If the item is not returned within that time period, a new RMA number must be requested and re-approved. We reserve the right to refuse re-approval. The item must be shipped by a traceable shipping method and the tracking information must be provided for record purposes. Expect delays in the return process if no tracking is provided.
What if my Product is Defective or Damaged
Upon reviewing your RMA request and Upon confirmation that the product is defective, we will provide you with a RMA number and specific return instructions, as some defective products may require return directly to the manufacturer or a specific statement of the defect. If your product arrives damaged in shipment, you should note that with the shipper immediately and contact us within 1-2 business days of receipt of goods. Delays may result in denied claims. “Receipt of Goods” is defined as arrival at order’s destination address. Wherever possible, you should document the damage (images will be extremely helpful).
Customer Order Error
Incorrect customer orders can be exchanged for any other item without paying the restocking charge. However, the customer will pay the additional shipping and handling charge. The replacement item must be at least 75% of the value of the original item.
Change of Mind
If for any reason you are not satisfied with your purchase, return the goods to us within 7 days (14 Days for mail order and internet customers) and we will offer you an exchange or refund. Goods must be unmarked and in original condition with original instructions and packaging.
*Note: Refunds on ‘Change of Mind’ purchases do not apply to some our products.
Incorrect Item: If you received an incorrect item no extra charges will be incurred. We will replace incorrect items and pay the additional shipping charge.
Customer Order Error: Incorrect customer orders can be exchanged for any other item without paying the restocking charge. However, the customer will pay the additional shipping and handling charge. The replacement item must be at least 75% of the value of the original item.
Return Shipping Instructions:Insure shipment for full value of purchase. Use original packaging. We are not responsible for packages lost during return shipping.
Refunds will be applied back to the customers bank account purchase. If payment was made by check or money order, refunds will be issued by check. Please include your sales receipt or packing slip. Please send all returns via an insured and/or traceable carrier.
Return/Exchange Instructions: Enclose a copy of your packing list or E-mail Invoice along with detailed return/exchange instructions. Send exchanges and returns to our return departement, for info you can email us at: firstname.lastname@example.org