Refund & Cancellation Policy
Returns
If you’re not completely satisfied with your ORO Racks purchase, here’s how we handle returns:
- Return Eligibility: Products may be returned within 14 days of original delivery. Items must be unused, in new, resalable condition, and include original packaging, hardware, and accessories.
- Exclusions: Built-to-order or customized products are not eligible for return. Items returned without prior authorization will not be accepted or refunded.
Refunds & Deductions
- We do not charge a restocking fee on eligible returns.
- The original outbound shipping cost (which is included in your order at no charge) will be deducted from your refund.
- Items returned in used, damaged, or incomplete condition may be subject to a repackaging/damage fee of up to 30%.
Note on Processing Fees:
If you paid by credit card or through a payment provider like PayPal, please note that payment processing fees are non-refundable. These fees (typically 2.9%–3.5%) are retained by the payment processor and will be deducted from your refund.
Return Shipping
- Return shipping is the customer’s responsibility.
- We recommend using insured and trackable shipping, especially for items over $100.
- ORO Racks USA is not responsible for items that are damaged or lost during return transit.
Return Process
- Email us at info@ororacksusa.com to request return authorization.
- We’ll provide return instructions and a shipping address.
- Include a copy of your original order confirmation in the return package.
- Refunds are typically processed within 7–14 business days of receiving your return.
Cancellations
- Orders may be cancelled for a full refund if cancelled on the same calendar day.
- Orders cancelled after that day may be subject to a cancellation fee of up to 20%, particularly if materials were already ordered or cut.
- If a shipping label has already been generated, the order cannot be cancelled and must go through the return process after delivery.
- Shipping/processing delays do not qualify for cancellation. We’ll keep you informed if anything changes.