Refund policy
Return Period
Connected Offroad accepts returns within 90 days from the date your order is delivered.
Returns requested after the 90-day period will not qualify for a refund, exchange, or store credit.
Return Eligibility
To qualify for a return, products must:
- Be unused and uninstalled
- Be in original condition and packaging
- Include all accessories, manuals, tags, and labels
- Include proof of purchase such as your order confirmation or receipt
The following items are non-returnable:
- Final sale or clearance items
- Gift cards
- Custom-built or personalized products, including custom harnesses
- Products showing signs of use, installation, modification, or damage caused by the customer
- Items returned without original packaging
- Products returned without prior approval from Connected Offroad
Starting a Return
To request a return, reply to your original order confirmation email within the 90-day return period and include your order number along with the reason for the return.
Once your request is submitted:
- Connected Offroad will review the request within 10 business days
- Approved returns will receive a return authorization and shipping instructions
- Ship the approved item to the address provided
Returns sent without authorization may be refused and will not qualify for a refund.
Return Shipping Costs
Customers are responsible for return shipping charges unless the return is the result of our mistake, such as receiving an incorrect or defective item.
We strongly recommend using a trackable shipping service and purchasing shipping insurance. Connected Offroad is not responsible for packages lost or damaged during return transit.
Restocking Fee
All approved returns are subject to a 20% restocking fee. This amount will be deducted from the final refund total to cover inspection, repackaging, and processing costs.
If the customer chooses store credit instead of a refund, the restocking fee may be waived.
Refund Processing
After your return is received and inspected, approved refunds will be issued to the original payment method within 10 business days.
Please note:
- Original shipping charges are non-refundable unless the issue was caused by our error
- Refund timing may vary depending on your bank or credit card provider
- Any applicable restocking fees will be deducted from the refund amount
Order Cancellations
Standard Orders
Cancelled standard orders are subject to a 20% cancellation fee unless otherwise approved in writing by Connected Offroad before cancellation.
Harness Orders
Due to the custom-built nature of harness products, harness order cancellations are subject to a 50% cancellation fee once materials and production have been allocated.
Cancellation requests must be submitted as soon as possible. Orders that have already shipped cannot be cancelled and must follow the standard return procedure.
Exchanges
Connected Offroad processes exchanges as a return combined with a new order.
To exchange a product:
- Submit a return request for the original item
- Place a new order for the replacement item
- Or contact us for assistance with the exchange process
Incorrect or Defective Products
If you receive a defective or incorrect item, contact us within 5 days of delivery and include:
- Your order number
- Photos showing the issue
Once verified, Connected Offroad will provide return instructions and cover the return shipping costs for the replacement process.
Shipping Damage
Products damaged during shipment are handled under our Shipping Policy. Please refer to that policy for instructions on filing a shipping damage claim.
Right to Decline Returns
Connected Offroad reserves the right to reject returns that:
- Do not meet the conditions outlined in this policy
- Show signs of installation, wear, misuse, or alteration
- Are submitted outside the allowed return period
- Appear fraudulent or abusive in nature
Contact Information
For questions regarding returns, refunds, cancellations, or exchanges, please contact Connected Offroad customer support.
