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White Duck Outdoors Warranty, Refunds & Returns Policy
Warranty
The White Duck Guarantee
At White Duck Outdoors, we're proud of the best-in-class support we provide to our customers. As a team passionate about the outdoors, we ensure the products you receive from us live up to the high expectations of quality craftsmanship, and we offer you the best-in-class product protection available.
What's covered with the White Duck warranty
Our manufacturer’s warranty* covers products against defects in materials or workmanship and it starts immediately after delivery. Any product or any component of the product found to be defective will be repaired to working order or replaced with the same or similar model at the discretion of White Duck Outdoors without charge, at our expense (provided the delivery address is in the lower 48 states of the US). Please be sure to keep the original sales receipt and send us a copy if you wish to repair or exchange a purchased good. The customer will be solely responsible for the delivery and shipping charges.
If you think there’s a problem with your White Duck product, please contact returns@bighorngolfer.com or chat us online as soon as the defect is noticed.
Disclaimer: Defects are limited to those resulting from the manufacturing process or production errors (stitches and waterproofing), and exclude:
- Holes, punctures, ordinary wear & tear
- Damage arising from (but not limited to) mold, mildew, inconsequential spot leakage, ultraviolet exposure, fire/stove/air conditioner use (to limit the likelihood of mold & mildew, we would advise not setting your tent up under trees for an extended period of time, and never storing away your tent when it's wet or damp)
- Other damages that may occur during improper or negligent use/assembly/storage of the product, bad maintenance, use contrary to instructions (not following the proper procedures)
- Damage from repair, modification or alteration by anyone other than White Duck Outdoors
- If the item has been damaged on purpose
- Damage from extreme weather conditions including but not limited to ice, snow, hail, wind, and lightning or any other catastrophic events.
NOTE: Your tent is built from best-in-class materials and boasts a superior construction to tents from almost any other store. However, your tent is not meant to be used as a permanent shelter, left up year-round or left unattended. All of these situations will be considered "negligent use" and will not be covered under the White Duck Warranty.
If you would like your product to be covered from accidental damage or regular wear and tear, please continue to read below about Extend's warranty options and add this to your product when checking out, if applicable.
FREE REFUNDS & RETURNS POLICY
Free Returns
We stand behind everything we sell and we also understand that occasionally, things don't quite go according to plan. If for any reason, you find that you need to return or exchange products you purchased from our store, we've made the process as easy as possible.
Contact our customer service team within 15 days of receipt of your gear to successfully initiate a return or exchange.
Return Process:
2. Ensure a copy of the original order confirmation or packing slip is sent along with your RPA paperwork as proof of purchase.
3. Be sure to inspect your items before sending them back — if you don't get a chance to do this, please let us know before shipping the items. The items must be in their original packaging and unused for us to process a return.
4. Any shipping costs and restocking fees associated with the return in the event of fulfillment or other error on the part of White Duck Outdoors will be incurred by us. In the case of a : return, shipping costs and restocking fees will be incurred by the customer. Keep in mind that shipping can be expensive and varies depending on the size and weight of the product.
White Duck Outdoors reserves the right to evaluate and determine the condition of the returned products upon receipt of the items and RPA number or form and a thorough inspection of the items.
Exchanges
If you need a different size or product, fill out our return request form and a member of our team will get in touch with you to process the exchange.
Shipping costs and restocking fees for exchanges will be incurred by the customer.
Cancellations
Cancellations of any products that were paid for using a credit card will incur a 5% cancellation fee.
Cancellation of any products that have already been shipped will be treated as a : return, with shipping and restocking fees to be paid by the customer. Please refer to our return policy for more information.
CONDITIONS
Refunds and Exchanges
Refunds and exchanges are only processed if the product is still new and unused, with the packaging intact. The product should be free of dirt, damage and wear and tear from use, storage or transport. If you have taken the product out of the packaging, ensure that it's packed the same way as it was when you received it, complete with the original parts, assembly instructions and all packaging materials.
Shipping Costs
We offer free shipping on almost all our items but may deduct the shipping cost from the total refund amount. All the returned items must be shipped prepaid freight. We will not accept return shipments sent without prior authorization or shipped with the cash on delivery option.
Restocking Fee
Please note that a 15% restocking fee will be applied for any: returned products that aren't defective, as determined by the White Duck Outdoors team.
Contact us at: returns@bighorngolfer.com
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