Refund policy

Applies to: carbonoffroadusa.com
Effective Date: May 2026

We stand behind the products we sell. This Return & Refund Policy explains how change-of-mind returns, cancellations, transit issues, faulty goods, and refunds are handled by Carbon Offroad USA.

1. OUR COMMITMENT & CONSUMER GUARANTEES

We stand behind every winch and recovery product we sell.

If a product is found to be defective in materials or workmanship, we will provide an appropriate remedy in accordance with our Product Warranty and any applicable consumer rights.

This may include a repair, replacement, or refund depending on the circumstances and applicable law.

2. 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 brand new, uninstalled, unused, and returned in their original shelf-ready packaging.
  • The Carbon Standard: If a winch has been bolted down or spooled, or if electrical components have been wired or connected, the item is considered used and is not eligible for a change-of-mind return.
  • Restocking Fee: A 15% restocking fee applies to all approved change-of-mind returns to cover handling, inspection, and warehouse restocking.
  • Return Shipping: The customer is responsible for all return freight costs.
  • Original Shipping Charges: Original shipping charges are non-refundable.
  • Shipping Protection: If you purchased Carbon Offroad Shipping Protection, the premium is non-refundable once your order has been dispatched because the protection service has already commenced for that shipment.

3. ORDER CANCELLATIONS BEFORE DISPATCH

We process orders quickly. If you choose to cancel an order before it has been dispatched, including because of a change of mind or a backorder wait time, we will do our best to accommodate your request.

Please note the following:

  • Cancellation Fee: Because payment processors such as Shopify Payments, PayPal, and Afterpay may not refund merchant processing fees to us when an order is cancelled, a cancellation fee equal to the actual unrecoverable merchant processing fees may be deducted from your refund.
  • Custom Orders: Orders for non-stock or custom-manufactured items cannot be cancelled or refunded once production has commenced.

4. TRANSIT DAMAGE, LOSS, THEFT & FAULTY GOODS

Orders With Carbon Offroad Shipping Protection

If you purchased Carbon Offroad Shipping Protection at checkout, your order is protected against eligible damage, loss, or theft in transit in accordance with our Shipping Policy.

If you experience an issue, please contact us with your order number and the required supporting evidence.

  • Transit damage should be reported within 48 hours of delivery with clear photos or video of the damaged product and exterior packaging.
  • For packages marked as delivered but not received, please refer to our Shipping Policy for the applicable waiting period and theft/loss claim requirements.
  • Approved Shipping Protection claims may be resolved through an expedited replacement or refund without requiring you to manage the carrier claim process directly.

Orders Without Carbon Offroad Shipping Protection

If you opted out of Carbon Offroad Shipping Protection at checkout, any available transit loss or damage claim must be pursued directly with the freight carrier, such as UPS or FedEx.

Resolution will be subject to the carrier's claim procedures, processing times, and applicable liability limits.

Manufacturing Defects

If your product fails due to a suspected manufacturing defect, the issue will be assessed under our Warranty Policy.

Please contact us with your order number and clear photos or video showing the issue so we can begin troubleshooting and assess the claim.

Return Approval Required

Prior written approval is required before any product is returned to Carbon Offroad.

Please contact us for return instructions before shipping any item back. Unidentified packages arriving without prior communication may experience significant delays in processing.

5. RETURN CONDITION & INSPECTION

All returned products may be inspected before a refund, exchange, store credit, or warranty remedy is approved.

Products returned as unused must be in a condition suitable for resale. If a product shows signs of installation, use, modification, damage, missing components, or damaged packaging, it may not qualify as an unused change-of-mind return.

6. REFUNDS

Where a refund is approved, it will generally be processed back to the original payment method.

Please allow normal banking and payment-provider processing times for the refund to appear in your account after it has been issued.

Any applicable restocking fees, unrecoverable merchant processing fees, non-refundable shipping charges, or other agreed deductions will be reflected in the final refund amount.

7. OTHER APPLICABLE POLICIES

Returns, transit claims, and product faults may also be governed by our other store policies, including:

  • Warranty Policy
  • Shipping Policy
  • Shipping Protection Policy
  • Terms of Service

These policies are available through the footer of carbonoffroadusa.com.

8. SUPPORT CONTACT

For return, refund, or warranty enquiries, contact:

Carbon Offroad USA
Email: returns@carbonoffroadusa.com