WARRANTY & RETURNS POLICY
We will accept returns only on brand new, unused items that have been delivered to the customer no longer than 30 days prior to the return request and were purchased directly from ROAM. To qualify for a return, items must arrive back to our warehouse in brand new, unused condition, in its original packaging. Returns are subject to a flat rate return shipping charge and a 10% restocking fee. There is the exception of tents which will be subject to the full shipping costs and a 10% restocking fee. If a customer wishes to exchange for a different item or a credit, they will still be subject to the noted fees, as they are to cover the expenses of the transaction. If you are looking to return a damaged or defective item, please refer to our warranty policy below.
ROAM Adventure Co. warrants to the original purchaser that its products are free from defects in material and workmanship, for the terms described. The life of the product is determined from the date of purchase until such time as the product is no longer serviceable due to normal wear and tear.
Our responsibility for defective goods is limited to repair or replacement as described below in this warranty statement. Replacement parts and items may consist of some used items that are equivalent or superior.
Roam Adventure Company reserves the right to determine if the issue qualifies under the warranty policy.
This Limited warranty gives you specific legal rights and you may also have other rights, which vary from state to state, province to province and country to country.
Tents and Awnings – 5 year manufacturers/craftsmanship warranty
Coolers and Cases – Limited Lifetime manufacturers/craftsmanship warranty
Accessories – 1 to 3 year manufacturer/craftsmanship warranty(Please see specific product for exact warranty period)
MAINTENANCE AND CARE
It is the responsibility of the customer/owner of the gear to practice regular maintenance and care to ensure that the purchased item lasts the intended life term. If an item is considered “not properly maintained”, it may be subject to a warranty declination. Please see the link below for regular maintenance and care instructions.
MAINTENANCE AND CARE INFO
WHAT IS NOT COVERED
ROAM Adventure Co. shall not be responsible for the natural breakdown of materials that occurs inevitably with extended use (e.g., Ultra Violet (UV) light damage on tents, exhausted zippers), or defects caused by accident, shipping damage, abuse, alteration, animal attack, any weather related damage, misuse or improper care. This warranty coverage does not, under any circumstances, cover any damage to non-ROAM products used in conjunction with ROAM products. We are also not responsible for lost/undelivered items during shipment, as that is the responsibility of the shipping company. Please reach out to the shipping company for any lost, undelivered, or damaged packages.
THERE ARE NO OTHER EXPRESS WARRANTIES BEYOND THE TERMS OF THIS LIMITED WARRANTY. IN NO EVENT SHALL ROAM ADVENTURE CO. BE LIABLE FOR INCIDENTAL OR CONSEQUENTIAL DAMAGES.
Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you.
The warranty is only available in the United States and Canada. No ROAM reseller, agent, or employee is authorized to make any modification, extension, or addition to this warranty.
If your product arrives damaged, with a defect, or if you received the wrong item, you have 30 days from delivery of your item to report the issue to our customer service team.
To initiate a warranty claim, fill out and submit the form below. Please make sure to have your original order # or invoice for the items and we ask that you fill out each question and include as many detailed photos and videos as possible. Once you have submitted the form, you can expect our team to contact you within 2-3 business days to further assist you after reviewing your warranty claim.The warranty process may take 3-6 weeks to complete, if not longer depending on current inventory levels, call/email volume, and shipping times.
Roam Adventure Co will cover the cost of the repair/replacement and the shipping costs of the repaired/replacement item. If the item does not qualify under our warranty policy, the customer may be subject to the shipping costs.
Roam Adventure Co is not responsible for any products that are lost or damaged during the return shipping. If we do not receive the product, or they arrive damaged from when they left your possession, your warranty request may be refused
START THE WARRANTY PROCESS
OUR WARRANTY PROMISE
We as ROAM Adventure Co. understand that things can happen, so while we do follow our policies to the letter, whenever there is room to go above and beyond we will do so. With that in mind even if your situation doesn’t fit into the above policies, please always feel free to reach out as our team of Adventure Experts is ready to help with advice, parts, and guidance to get you out and back to ROAMing!