Refund & Cancellation Policy
Returns, Refunds & Cancellations Policy
Returns
We want you to be completely satisfied with your ORO Racks gear. If you’re not, please review the following return guidelines carefully.
- Return Authorization: All returns must be approved in advance. You must contact us by email before shipping any products back. Once approved, we will provide the correct return shipping address. Returns sent without authorization may be refused or not credited.
- Exclusions (Non-Returnable Items): Built-to-order or customized products 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, and third-party accessories are also not eligible for return.
- Return Eligibility: All other products may be returned for any reason within 30 days of the original purchase date. Returned items must be unused, in new, resalable condition, and include original packaging, hardware, and accessories.
Refunds & Deductions
- Return Shipping: Return shipping costs are the customer’s responsibility.
- Original Shipping Costs: Original shipping charges are not refundable, including any shipping costs incurred on orders with free shipping or shipping costs exceeding our flat-rate shipping fee. These costs will be deducted from the refund.
- Restocking / Damage Fees: 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. We reserve the right to refuse returns if products are returned damaged or incomplete. Please repackage items carefully to avoid damage during return shipping. Shipping insurance is strongly recommended.
Payment Processing Fees:
If you paid by credit card or through a payment provider such as 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:
Approved 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.
- The reason for return must be clearly stated.
- Returns must be shipped to the address provided in the return authorization email.
- Products returned without proper documentation may not be credited.
Cancellations
- Orders may be cancelled for a full refund if cancelled on the same calendar day the order was placed.
- Orders cancelled after the same day may be subject to a cancellation fee of up to 20%, particularly if materials have already been ordered, prepared, or cut.
- If a shipping label has already been generated, the order cannot be cancelled and must follow the return process after delivery.
- Shipping or processing delays do not qualify for cancellation.
Payment Processing Fees:
If you paid by credit card or through a payment provider such as 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.
