Refund & Cancellation Policy
Returns
We want you to be completely satisfied with your ORO Racks gear. If you’re not, here’s how we handle returns:
- Return Authorization: You must reach out to us by email prior to shipping products back for a return. We will provide you with the correct shipping address with the approval of the return.
- Exclusions: Built-to-order products and items that were customized to any degree are not eligible for return. This includes (but is not limited to) round tube bed racks, bed bars, sliders, etc. Additionally, any special order / ordered-on-demand items (such as tonneau covers, lighting, recovery gear, etc.) are also not eligible for return.
- Eligibility: Other products purchased from ORO Racks can be returned for any reason within 30 days of the original purchase date. All returned items must be in new, resalable condition and include original packaging, hardware, and accessories.
Refunds & Deductions
- Return shipping cost is the customer’s responsibility.
- Original shipping costs are not refundable. This includes any shipping costs we incur on orders with free shipping, or shipping costs above our the flat rate shipping fee charged. These shipping costs will be deducted from any refund.
- If returned products are not in new, resalable condition, a repackaging, restocking, and/or damaged goods fee of at least 15% of the product value may be deducted from the refund. Please repackage carefully to avoid damage during return shipping. Shipping insurance is recommended to avoid lost or damaged shipments.
Note on Processing Fees:
If you paid by credit card or through a payment provider like PayPal, please note that payment processing fees are non-refundable. These fees (typically 2.9%–3.5%) are retained by the payment processor and will be deducted from your refund.
Processing Time:
Returns are processed within 7–14 business days after the package arrives at our facility. Once processed, you will receive a refund confirmation email.
Return Requirements
- All returns must include a copy of the original order confirmation and the reason for return.
- Returns must be sent to the address provided in the return authorization email.
- Products sent back without proper information may not be credited for a refund.
Cancellations
- Orders may be cancelled for a full refund if cancelled on the same calendar day.
- Orders cancelled after that day may be subject to a cancellation fee of up to 20%, particularly if materials were already ordered or cut.
- If a shipping label has already been generated, the order cannot be cancelled and must go through the return process after delivery.
- Shipping/processing delays do not qualify for cancellation.