Please read the following policy in full details BEFORE placing an order on our website. We do not accept any re-negotiation AFTER an order is placed.
By placing an order on our website, it is deemed that a buyer has read, understood, and explicitly expressed consent and acceptance to our terms and conditions.
Order Cancellation – only within 24 hours after order placed
Online purchase can be compulsive at times and buyers may have regret shortly after order is placed. We hold all orders for 24 hrs before processing, so that buyers can have a cool-off time in case they wish to cancel an impulsive purchase order.
If you wish for a faster order processing time, you can email us directly to waive the 24hr cool-off period. Your email should contain your order number and the email address must match the email address in your order.
After 24hrs, orders will automatically go into supply chain processing stage with suppliers and fulfillment facilities – labor, administration, handling and packing, even shipping costs will have incurred at this stage so orders can no longer be cancelled at this time.
Paypal & Credit card transaction fee CANNOT be refunded: Please note that payment processing fee (usually 3-4% charged by financial institution gateway such as Paypal & Stripe) will not be refunded, if you use Paypal / credit card to make your initial order payment. This is payment gateway’s policy implemented to withhold the transaction fees they have collected. We have no influence in payment processing gateway’s fee refund policy whatsoever and we cannot refund you more than the amount we have received for the order – i.e. transaction fee cannot be refunded by us to you, even if you request to cancel your order within 24 hours.
Return – only for brand new, non-opened item, within 14 business days from purchase date
When an order has been processed and shipped on the way to you, if you changed your mind after delivery and BEFORE opening the packages, you may contact us within 14 business days from the purchase date to request a ‘Return Authorization’ with a valid & legitimate reason of such return.
Restocking Fee – 15% on brand new, non-opened items
If a ‘non-opened item return’ is authorized by us, it is subject to 15% re-stocking fee of your purchase price to cover all fulfillment costs and handling fees that already incurred in the supply chain.
We reserve 100% rights to determine if an order can be authorized to return or not.
This return policy is set to strongly discourage ‘try out then return’ type of behaviors by some consumers. As a small boutique business, we do not have resources like Amazon for ‘no question asked return’. If you wish to ‘try and return’ any products, please make your orders with Amazon type of platform directly. We simply cannot and will not match such policy and have no intention to do so. We feel there is NO satisfactory for any of our staff on a returned order when there is no quality issue, and it is a huge waste of valuable resources.
Please understand that there are future other buyers who would like to receive an item that had been handled and shipped to someone else before, yet still pay for a full price. So in order for us to resell a returned, non-warranty item, merchants would have to discount such returned items for resale, even if the box was never opened. We as merchant holding high level of integrity believe that full disclosure should be given to all buyers, so that they know when they are not receiving a factory brand new item directly from inventory. Your restocking fee will be applied to discount for future buyers who agree to take such a returned item.
If buyers reject delivery of an order at the time of courier delivery, the above restocking fees will still apply, plus any shipment re-directing fees charged by the shipping carrier to re-deliver the shipment to our designated delivery address.
No Return for any opened battery products / item – Warranty kicks in now
Once a delivered battery product package has been opened, it is NO longer eligible for return. (Battery is a consumable product that depreciate its useful product life with usage. In general, no consumers wish to purchase previously used battery product.)
From here on, the purchased item is fully covered by manufacturer’s warranty for eligible manufacturing workmanship defects, as interpreted by the product manufacturer.
Please read the manufacturer warranty page link for warranty details.
Shipping Costs – non-refundable & buyers pay to return
Our website offers complimentary shipping on orders that cannot be picked up from our fulfillment facility (in Airdrie AB, Canada) , but such shipping isn’t FREE for us and it is only complimentary to buyers who keep their orders, not to those who return their orders.
When buyers return an order, the already incurred ‘to buyer address’ or ‘to pickup facility address’ shipping cost will be deducted from refund.
For buyers who cannot return their orders in person to our fulfillment facility in Airdrie AB, buyers are responsible for the return shipping cost to our fulfillment facility, plus all applicable shipping insurance.
The above shipping cost policy applies to warranty related return shipping as well. Buyer is responsible for return the warranty claim item to the designated warranty center. We are responsible for the one-time replacement shipping cost to the buyer after warranty claim is validated by the manufacturer. See more details on manufacturer warranty page link.
Refund Processing Time – within 10 business days for an authorized returned order
Refund will be processed within 10 business days upon receiving the returned item in ‘brand new unopened condition’, along with proof of ‘return authorization’. Buyer will receive notification once returned item received, and if any issues found.
Refund will only be issued via the same route as the purchase payment route.
Disclaimer:
12VNomad.com reserves full rights in revising the above return and refund policy at any time without notice.