Returns, Refunds, and Exchanges

ONLINE RETURN POLICY:

For online sales, we offer a monetary refund on full price goods returned within 30 days of purchase. To be eligible for a refund, items must be unused with their original tags attached. The original purchase receipt must be included in the package to qualify for a monetary refund.

After 30 days, or without receipt, we will offer store credit in the form of a one-time-use discount code equal to the value of your return, which won't expire until used. This discount code is only redeemable online, not in-store.

Sale items are only returnable for store credit; no monetary refunds. 

Shipping fees associated with the original purchase are non-refundable. Customer is responsible for the cost of return shipping.

No returns are accepted more than 60 days from purchase.

 

TO RETURN AN ITEM:

1) Log in to your customer account. If you completed your original purchase as a guest, you'll be asked to create a customer account. Please ensure you use the same email address as during the original purchase.

2) You should see your order history. Click View next to the order you want to create a return for.

3) Click Return items at the bottom of the page to create the return request. Choose the products to return and the quantity.

4) Select a return reason from the first drop-down menu and a return action from the second drop-down menu. Please consult our return policy above when selecting a return action. If you don't see a reason or action that describes your situation, you may write one in.

5) Wait for a Return Status email from us. Once you receive an email with a "Pending" status, you may send your return back to us. If you receive an email with a "Rejected" status, please double-check the above return policy and resubmit a return request with the appropriate return action.

 

EXCHANGES

If you love your item, but purchased the wrong size, please select "Didn't fit" from the return reason drop-down menu and "Exchange for a different size" from the return action drop-down menu. Please indicate the desired correct size in the comment section. Please ensure that the correct size is in-stock and available. If we receive an exchange request but are unable to fulfill it due to inventory shortage, we will pursue either a monetary refund or store credit (discount code).

 

WARRANTIES / DEFECTIVE ITEMS

We vet all product before putting it out on our sales floor, which means any product you purchase from our website has already been inspected by our staff. If, however, you still find your product to be defective or flawed, we will happily replace it or offer a monetary refund.

Follow steps 1-3 above. For step 4, select "Something's wrong with it" from the return reason drop-down menu and either "Exchange for a replacement" or "Money back" from the return action drop-down menu. Please indicate the defect in the comment section.

If you request "Exchange for a replacement": If we can replace a defective item from our in-store inventory, we will, but some items may require additional time for us to procure a replacement from the manufacturer. If this is the case, we'll let you know. If we are unable to procure a replacement from the manufacturer, we will issue a monetary refund.

 

IN-STORE PURCHASES

Due to shipping time and ecom platform constraints, our online return policy is different from our in-store return policy. If you'd like to know the return policy for an item purchased in our brick-and-mortar store, check your receipt or click here

 

If you have any questions or concerns, please contact us:

515-255-0031

info@theoriginalbackcountry.com