Política de reembolso
Thank you for shopping at UNP Outdoor. We stand behind the quality of our premium family tents and camping gear, and we want you to be completely satisfied with your purchase.
To ensure a transparent and compliant shopping experience, our Return & Refund Policy is structured in strict accordance with North American consumer protection standards.
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1. 30-Day Return Guarantee (Change of Mind & Oversized Items)
We proudly offer a clear 30-Day Return Guarantee for all unused products. If you change your mind, are unsatisfied with your purchase, or wish to return an item for personal reasons, you have the right to initiate a return within thirty (30) days from the date of product delivery.
⚠️ SPECIAL NOTICE FOR OVERSIZED ITEMS & RETURN FEES:
Due to the unique nature of our products (large-scale family tents and heavy camping gear), standard logistics and restocking costs are exceptionally high. For any returns motivated strictly by personal preferences (such as change of mind, incorrect size/model selection, or item no longer needed/wanted):
• Shipping Responsibility: The customer is solely responsible for procuring the return shipping label and covering 100% of the return shipping fees.
• Restocking & Handling Fee: A fixed 20% restocking fee (calculated from the original purchase price of the item) will be applied to all non-defective returns. This 20% fee covers open-box inspection, repacking, and administrative costs, and will be directly deducted from your final refund amount.
To be eligible for a standard (non-defective) return, please ensure that:
• The item is completely unused, unpitched, and clean.
• The product remains in its original, undamaged packaging with all original poles, stakes, carry bags, and manuals included.
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2. 1-Year Structural Warranty for Defective Products
Your outdoor adventures deserve reliable protection. In addition to our 30-day window, UNP Outdoor provides a comprehensive 1-Year Structural Warranty from the original date of purchase, specifically covering manufacturing defects, material failures, or quality issues under normal use.
If your product experiences a legitimate manufacturer defect within one (1) year, you are fully entitled to a free replacement or a full refund.
• For confirmed defective or quality-failed returns, UNP Outdoor will bear all logistical costs. We will provide an official pre-paid shipping label via email for you to download and print.
• Legitimate product defects are 100% exempt from the 20% restocking fee.
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3. Return Logistics & California Return Center Address
To ensure convenient, localized fulfillment, all authorized North American returns are processed directly at our dedicated domestic facility in California. Your items must be dispatched to our designated "California Return Center" rather than overseas.
Please note: To maintain warehouse security and inventory tracking, a Return Merchandise Authorization (RMA) is strictly required. Any parcels shipped back without an authorized RMA number on the label will be automatically rejected at the freight dock.
Authorized Returns Hub Address:
Attn: Terry (RMA Dept.)
Address: 18551 Arenth Ave, City of Industry, CA 91748, United States
Tel: +1 702-971-8116
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4. Step-by-Step Return Process
Step 1: Request Authorization
To initiate a return or exchange (for either a change of mind or a warranty claim), please contact our exclusive customer support team via email at support@unpoutdoor.com. Please provide your official order number and photographs showing the condition of the item or the specific defect.
Step 2: Package & Label
Once your request is approved, our support team will issue an official RMA number and the precise shipping instructions. Customers are responsible for downloading, printing, and securely affixing the authorized return label (with the RMA number clearly visible) to the exterior of the parcel.
Step 3: Communication, Inspection & Refund Processing
• Customer Inquiry & Email Response: Upon submitting your return or exchange request via email to support@unpoutdoor.com, our exclusive support team will review your case and issue an official response or confirmation email within twenty-four (24) to forty-eight (48) hours (Business Days Only, excluding weekends and statutory holidays).
• Warehouse Inspection Timeline: Upon arrival at our California logistics hub, our freight team will conduct a comprehensive physical inspection to verify the product's condition, completeness, and packaging. This inspection and verification process will be completed within two (2) to three (3) business days (excluding weekends and statutory holidays) from the date of warehouse delivery.
• Refund Issuance: Once the return is successfully inspected and approved, the credit will be automatically initiated back to your original method of payment (Secure Credit/Debit Payment Channels).
• Final Refund Timeframe: Following successful internal approval, refunds typically take three (3) to five (5) business days to fully reflect on your financial statement, depending strictly on your banking institution's standard clearance and processing cycles.
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5. Contact Us (Exclusive Customer Support)
For any questions regarding your order, warranty claims, or to request an RMA, please reach out to our dedicated support channels:
• E-mail: support@unpoutdoor.com (24/7 Monitoring)
• Phone (US Toll-Free Support): +1 702-971-8116
• Support Hours: Monday to Friday: 9:00 AM - 6:00 PM (PST/PDT - Pacific Time)