At TOMOUNT, we are committed to providing high-quality outdoor gear and exceptional customer service. We understand that sometimes products may not meet your expectations or may need to be exchanged for various reasons. Our Refund and Returns Policy outlines the process for returning or exchanging products purchased from our website.
Eligibility for Returns
To be eligible for a return, the item must meet the following criteria:
- The product must be in new, unused condition and in the original packaging.
- The return must be made within 30 days of the date you received your order.
- The product must not have been used, washed, or altered in any way.
- Any damaged or defective items must be reported to us within 7 days of receiving the product.
How to Return an Item
If you wish to return or exchange an item, please follow these steps:
- Contact Us: Email us at [email protected] with your order number, a brief explanation of why you’re returning the product, and any supporting photos if the item is damaged or defective.
- Return Authorization: Once we receive your request, we will review it and provide you with a Return Authorization Number (RA#) and further instructions on how to return the product. Please note that products returned without an RA# may not be processed.
- Prepare the Return: Carefully pack the item(s) in their original packaging to prevent damage during shipping. Be sure to include all accessories, manuals, or parts that came with the product.
- Ship the Item: Use a trackable shipping service (or purchase shipping insurance) when returning items. TOMOUNT is not responsible for any items lost or damaged in transit.
- Return Shipping Cost: Customers are responsible for return shipping costs unless the item is defective, damaged, or if there was an error on our part.
Refunds
Once your return is received and inspected, we will send you an email notification about the status of your refund. If approved, your refund will be processed, and a credit will be applied to your original method of payment within 7-10 business days.
Please note the following:
- Shipping fees are non-refundable.
- If you received free shipping on your order, the actual shipping costs will be deducted from your refund.
Exchanges
If you wish to exchange an item for a different size, color, or product, please contact us at [email protected] to discuss the exchange. In most cases, an exchange will be processed as a return and a new purchase. Please return the original item in accordance with the return instructions and place a new order for the item you would like to receive.
Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned:
- Camping Cots (once opened)
- Tent Stoves
- Personal hygiene items
- Used or opened food and water containers
Damaged or Defective Items
If you receive a damaged or defective item, please contact us within 7 days of receiving your order. We will provide a full refund, replacement, or store credit for defective items, as well as cover the return shipping costs.
Late or Missing Refunds
If you haven’t received your refund yet, please:
- Check your bank account or credit card statement again.
- Contact your bank or credit card company as it may take some time before your refund is officially posted.
- If you’ve done all of the above and still have not received your refund, please contact us at [email protected].
Contact Us
For any questions or assistance regarding returns, exchanges, or refunds, please contact our customer service team at [email protected]. We are here to help and will respond to your inquiry as quickly as possible.