CycloCamping.com Return Policy
New (unopened) merchandise may be returned or exchanged – no questions asked. Opened merchandise may not be returned unless both the packaging and merchandise are in new and re-sellable condition. Products showing ANY signs of use or missing inner packaging are not considered new, and are thus non-returnable. The condition and packaging of a returned product must be as it was when received, complete with all warranty cards, original box(es), original packaging, and manuals/instructions. Due to safety concerns we do not accept returns on first aid kits or water filters.
ALL merchandise MUST be returned in an UNUSED and UNOPENED condition. If an item is returned after being used, a 40% fee will be applied. If the packaging was opened, it MUST be returned as received in a re-sellable condition, and the item MUST NOT be in a USED condition.
RETURNS/ REFUNDS:
Subject to approval and a 5% re-stocking fee, a refund (or store credit if requested) will be issued if the returned merchandise is received by CycloCamping.com in brand new condition within 30 days of delivery.
The customer is responsible for the cost of return shipping and insurance. Original shipping costs are not refundable except when the return resulted from our error. Used and non-resellable merchandise will not be refunded under any circumstances. Refunds can only be issued in the original method of payment used (original credit card) or as a gift certificate (store credit). You should expect to receive your refund within ten business days. The refund process can be expedited upon request. The request must be emailed to info@cyclocamping.com, or by phone: 215-253-4465. We will notify you via e-mail of your refund once we’ve received and processed the returned item.
REFUSED DELIVERY:
If you order an item and then refuse it when delivery is attempted, the shipping cost for having the package returned to us will be deducted from your credit card. As it would be considered a return, the customer will also be charged a 5% restocking fee.
SHIPPING ADDRESS ERROR / UNDELIVERABLE ADDRESS
If the customer provides an incorrect address during checkout and the package is returned to CycloCamping, the customer will be responsible for the return shipping fees – if applicable. CycloCamping can ship the package back to the customer but the customer will be responsible for the shipping fees in order to re-ship the package back to the customer. This applies even if the customer originally received a free shipping offer – the customer will still be charged for re-shipping at the listed rate from the carrier. If the customer decides to not have the package re-shipped, the order will be processed as a return, and the customer will be responsible for a 5% restocking fee as stated in our return policy.
EXCHANGES:
To make an exchange, please return the item you received using our return policy and place an additional order for the item you wish to receive. This is the most efficient way for you to receive your new item in a timely manner and it also leaves no room for error or miscommunication.
DAMAGED AND DEFECTIVE MERCHANDISE:
If the box containing the order is damaged and the shipping carrier is present, open and check the merchandise. Ensure any damage is documented on your receipt. Sometimes the damage is concealed. In either case, notify us immediately via e-mail. We will provide instructions within 1 business day. The shipper may want to examine or retrieve the merchandise prior to paying a claim, so please do not discard the box or merchandise.
All warranty claims – except for Ortlieb, Tubus, and Racktime products – must be submitted to the Manufacturer within the warranty period. CycloCamping.com will not issue refunds or exchange damaged / defective merchandise covered by a Manufacturer’s warranty. Please refer to the Warranty Service section on the Manufacturer’s website. If you are experiencing issues with your Tubus, Ortlieb, or Racktime product, please contact us. The most efficient way to handle a warranty request is to email us at info@cyclocamping.com with a brief explanation of the issue, and pictures demonstrating the problem.
NO ORDER CANCELLATION/ MODIFICATION PERMITTED:
In order to ship orders within 1 business day, we need to process orders as soon as they are placed. For that reason, we are not able to change order details once the order is placed. We have a couple of warnings at check-out to remind customers to double check the order info, including shipping address and products ordered. We also remind customers that once the order is placed it cannot be modified or cancelled. Once shipped, orders cannot be re-routed. If a package is undeliverable, the carrier returns it to us. We can ship the order back to the customer, but the customer is responsible for the shipping fees if an incorrect address was provided, or the wrong product ordered.
RETURN INSTRUCTIONS:
1) Call/email for a Return Merchandise Authorization number prior to shipping any returned items. Please indicate your order number and the reason for the return. RMA numbers are valid for 14 days after they are issued. Failure to obtain an RMA Number before returning your item(s) will cause additional costs (up to 20%) and delays.
2) Use a shipping service with a delivery confirmation number or tracking number. The service should allow CycloCamping.com to receive your package within 10 days. Ship your return to the address provided in the email with the RMA number and return instructions.
3) INSURE returned items at value of purchase price.
Customer is responsible for return shipping charges, unless: the item is not what you ordered, item is defective (within 30 days of delivery), or damaged due to shipping (within 30 days of delivery).