Refund policy

Refund Policy: CARBON OFFROAD - RETURN & REFUND POLICY Applies to: carbonoffroadusa.com Effective Date: May 2026

OUR COMMITMENT & CONSUMER GUARANTEES We stand behind every winch and recovery strap we sell. If a product is found to be defective in materials or workmanship, we will provide a repair, replacement, or refund in accordance with our specific Product Warranty and your local consumer rights (such as the Magnuson-Moss Warranty Act).

CHANGE OF MIND RETURNS Please choose carefully. We are not legally required to provide a refund or replacement if you simply change your mind or make an incorrect selection. However, at our sole discretion, we may offer Store Credit or an exchange subject to the following conditions:

• Timeframe: The return must be initiated within 30 days of purchase.

• Condition: Items must be in brand-new, uninstalled, and original "shelf-ready" packaging.

• The "Carbon Standard": If a winch has been bolted down or spooled, or if electrical components have been wired up, the item is considered "used" and is strictly ineligible for return.

• Restocking Fee: A 15% Restocking Fee applies to all approved change-of-mind returns to cover handling and warehouse restocking.

• Shipping: The customer is responsible for all return freight costs. Original shipping charges are non-refundable.

• Please note: If you purchased Carbon Offroad Shipping Protection, the premium cost is non-refundable once your order has been dispatched, as the protection service has already been activated and rendered for that shipment.

ORDER CANCELLATIONS (PRE-DISPATCH) We process orders quickly. If you choose to cancel an order before it has been dispatched (e.g., due to a change of mind or a backorder wait time), we will do our best to accommodate you. However, please note:

• Cancellation Fee: Because payment processors (like Shopify Payments, PayPal, and Afterpay) no longer refund merchant fees to us when an order is canceled, a Cancellation Fee equal to the exact unrecoverable merchant processing fees will be deducted from your refund. This covers the genuine transaction costs we incur.

• Custom Orders: Orders for non-stock or custom-manufactured items cannot be cancelled or refunded once production has commenced.

4. TRANSIT DAMAGE, THEFT & FAULTY GOODS

• Protected Orders (Carbon Offroad): If you purchased Carbon Offroad Shipping Protection at checkout, your order is fully covered against damage, loss, or theft in transit. If you experience an issue, please email our team within 48 hours of delivery (or expected delivery) with your Order Number and clear photos/video of any damage. We will expedite a replacement or refund for you without waiting for a carrier investigation. For packages marked as delivered but not received, please refer to our Shipping Policy for our theft/loss operating procedures.

• Unprotected Orders: If you opted out of Carbon Offroad Shipping Protection at checkout, Carbon Offroad is not liable for packages that are lost, stolen, or damaged in transit. You will be fully responsible for filing a claim directly with the freight carrier (UPS or FedEx), and resolution will be subject to their specific processing times and liability limits.

• Manufacturing Defects: If your product fails due to a suspected manufacturing defect, this is covered under our Warranty. Please reach out to us with photos/videos of the issue and your Order Number so we can begin the troubleshooting and claim process.

• Return Approval Required: To ensure your claim is processed quickly and accurately, we require prior written approval before you ship any items back. Please contact us for return instructions. Unidentified packages arriving at our warehouse without prior communication may experience significant delays in processing.

SUPPORT CONTACTS For all return and warranty inquiries, please contact returns@carbonoffroadusa.com