We aim to make every purchase with Adventure Vehicle Supply a perfect transaction. The reality is that errors in manufacturing, fulfillment, and shipping do occur. When that happens, we are here to resolve the issue and keep your trust.
The procedures and policies below are necessary in order to preserve the mutual trust between us, our customers, and our supply partners.
Requesting a Return
If you need to return an item, please email returns@adventurevehiclesupply.com with your order number and details about the product you need to return. We will respond quickly with instructions for how to return items from your order. See our policies below for details:
Adventure Vehicle Supply, LLC Return Policy
Returning Non-Defective Items
Many of the products we sell are customized, built-to-order, or impractical to return due to their size or chemical contents. In many cases, these products are non-returnable once ordered unless the product is damaged or defective. We have included this information in the warranty section of each product page.
No product may not be returned after 30 days unless the return is covered under the manufacturer's warranty.
Items purchased in bulk-package quantities cannot be returned unless the entire package is complete and unopened. For example, we cannot accept returns on opened or partially used packs of hardware, insulation, wire spools, etc.
Customers are responsible for return shipping costs and 15% restock fee of eligible non-defective items, (unless waived by our staff.) These fees do not apply to damaged or defective products.
Damaged/Defective Products
DO NOT INSTALL DAMAGED GOODS. DO NOT CONTINUE TO OPERATE DEFECTIVE GOODS FOR YOUR SAFETY.
Damaged Goods
If you receive a product that is damaged during shipping or shows signs of defect immediately after receipt, please document the damage and contact us immediately. You must do so within 4 days of delivery.
Defective Goods
If you discover that your product is defective, please contact us immediately. We will help assess the problem and determine the next course of action. Defective claims made more than 10 days after delivery will be subject only to the manufacturer's warranty. In the case the warranty is expired, Adventure Vehicle Supply cannot guarantee any refund or warranty.
Please do not attempt to repair any product unless instructed by the product manual, Adventure Vehicle Supply's technical support, or the product's manufacturer. Any unauthorized attempt to repair the product may void any defective claim, violate the manufacturer's warranty, and further damage the product.
Please do not uninstall a faulty appliance or device unless necessary for safety reasons. It is difficult to verify proper installation and complete a defective/warranty claim when an improperly functioning product is removed, uninstalled, or altered. Please ensure that all sources of fuel, propane, electricity, coolant, refrigerant, or any other hazardous substances are safely shut off. Do not enter or drive a vehicle with any substance leak, structural issue, or electrical fault. Failure to do so may result in injury, damage, or death.
Repair and Replacement
For valid damaged/defective claims, Adventure Vehicle Supply will seek immediate repair or replacement of your product. Replacement will occur under identical product lead times and shipping methods as the original order. Adventure Vehicle Supply and product manufacturers/distributors do not guarantee expedited manufacture or delivery for repairs or replacements, but may offer such at their own discretion. Customers may also opt to pay additional costs for expedited shipping or manufacturing when available.
If repair is impractical or a replacement is not available, we will offer the customer the choice of refund, store credit, and/or exchange whose total listed value does not exceed the original value of the affected purchase. (See Below).
Repair/Troubleshooting
Adventure Vehicle Supply provides technical support to our customers and manufacturers. We can assist in remote troubleshooting and guidance on technical issues with the products we carry. When necessary, we will connect customers directly with manufacturers to further investigate product issues.
Return Shipping & Restock
Adventure Vehicle Supply or a fulfilling manufacturer will pay the return shipping costs if the product is incorrect, defective, or damaged in shipping according to the above policies.
Return shipping for unwanted items will be the responsibility of the customer who purchased the material. Customer will also be assessed a 15% restock fee for products shipped directly from Adventure Vehicle Supply, LLC and all restock fees assessed by a fulfilling vendor.
Deposits
Some products require partial deposits (included in purchase price) in order to begin manufacturing or assembling the product. We confirm all deposits with the customer before placing their deposit and order with the manufacturer. Unless otherwise specified, any deposit on a product is 100% non-refundable.
Refunds
Funds for orders cancelled before fulfillment can be quickly refunded to the customer's payment account via our payment system. This typically occurs either immediately or within 24 hours, depending on your payment method.
Once an order has been fully placed but not shipped, the funds must be refunded through the customer's payment account. Any order cancelled before the product ships will be refunded through the banking process, less any non-refundable deposits (typical for customized products and bumper manufacturers.) This process can take up to 10 business days, depending on the customer's bank.
For items received and returned for a refund, refunds (minus restock and fees) will be issued after the product has been received and inspected by Adventure Vehicle Supply or our distributors.
We cannot guarantee the timing of your refund after we have issued the refund to your account.