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At Oso Grande, our goal is to
ensure your complete satisfaction with your purchase. If you are
dissatisfied with your purchase, you can return it to Oso Grande
within 15 days of receipt of item(s). Claims for damaged or
missing items must be received within two business days of receipt of
merchandise.
You have the option of exchanging
the item(s) or receiving a refund of the original purchase price, less a
restocking charge. Refunds on returned items will be issued in the same
payment form as tendered at the time of purchase. If payment was made by
credit card, once we receive the product we will credit your account. Please
allow 7-10 days for a credit to appear on your credit card statement. If
payment was made by check, the refund check will be issued after 10 business
days from the date of purchase.
Please read all conditions below.
If conditions are not met, Oso Grande reserves the right to refuse the
return.
How to return or exchange an item:
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In order to return an item you need to first obtain an RMA
(Return Merchandise Authorization) number.
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To request an RMA number by phone, call Customer Service at
760-742-0385.
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Place the original package into a
shipping carton.
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Include the invoice and the reason for the return.
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Please do not place stickers or shipping labels on the
original manufacturer’s package.
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The RMA number must be clearly written on the outer
box.
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Ship via insured ground service with a tracking
number. Return shipping charges are the responsibility of the customer. We
are not responsible for lost or damaged packages.
Rules:
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No returns accepted after 15 days.
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All
returns MUST be pre-approved and have an authorized return number
(RMA#). No returns accepted without an RMA#. RMA #’s have a
validity period of 10 days from the date of issue.
Returns will be handled via the phone only, no other methods will
be accepted.
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ALL RETURNS ARE SUBJECT TO A MINIMUM 20% CHARGE
(Except miss-shipped
product).
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Shipping charges are non-refundable.
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All returned or exchanged items must be in new (not
used) condition, in their original box, and must include all packing
material, blank warranty cards, manuals, and all accessories. Oso Grande
will only accept the return of “NON-DEFECTIVE/UNDAMAGED”
merchandise. Items which
are returned with obvious wear marks, scratches, dulled blades, missing
paperwork, or original box will be sent back to the customer and no credit
will be issued. Defective and/or
damaged merchandise must be returned directly to the product manufacturer.
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All returns of merchandise must clearly show the Oso Grande authorized return
number (RA#) on the outside of the package and a copy of the return
authorization must be included in the package. Unauthorized returns may be refused and returned to the customer
freight collect. All returns must be sent and delivered to Oso Grande freight prepaid or the shipment
will be refused. We recommend shipping
through UPS or Fedex with appropriate insurance to cover the replacement
cost of the item. If the item is lost, damaged, or stolen before it
reaches our store, we cannot process the return / exchange, nor will we
issue a refund.
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Non-Returnable
Items: Any used items, damaged
items, all consumables, clothing, apparel, footwear, headwear, gloves,
eyewear, safety & protective products, flashlights, batteries, books,
videos, DVD's, pepper spray, lubricants, polishes, protectants,
camping and outdoor equipment, hydration packs, hydration bladders,
lighters & firestarters, tents, stoves, heaters, coolers, lanterns,
watercraft and any special order items are all non-returnable items.
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Refused Shipments:
Shipments which are refused and returned to Oso Grande by the carrier,
both International or domestic, will be subject to a 20% restocking fee,
plus any applicable shipping costs.
Order
Cancellations: Order's cancelled prior to being charged
through the customer's credit card issuer will not be assessed a
return/cancellation charge. Order's cancelled at any point after the
customer's credit card has been charged will be subject to a 20%
return/cancellation charge. Additional shipping charges may also be
incurred if the order is cancelled after the merchandise has been shipped. All orders must be cancelled via the telephone,
email is not acceptable.
Oso Grande is not responsible for any consequential or
incidental damage resulting from the sale or use of any merchandise
bought from us. We are responsible for the monetary value of the
merchandise only.
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