Return Eligibility
To be eligible for a return, items must be unused, in their original packaging, and in the same condition that you received them. Certain types of goods are exempt from being returned, including items that are personalized or made to order. If you are unsure whether your item is eligible for return, please contact us for clarification.
Return Request Process
To initiate a return, you must request a return authorization by emailing us at [email protected]. Your request should include your order number, the item(s) you wish to return, and the reason for the return. We will respond to your request within 3 business days with further instructions on how to proceed with the return.
Return Shipping Costs
Customers are responsible for all return shipping costs unless otherwise agreed upon in writing. We recommend using a trackable shipping service or purchasing shipping insurance for items over a certain value. Pinnacle Gear is not responsible for items lost or damaged during return shipping, so please ensure that your return is properly packaged.
Refund Process
Once we receive your returned item, we will inspect it and notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days. Please note that depending on your bank, it may take additional time for the refund to reflect in your account.
Exchanges
We do not offer direct exchanges. If you wish to exchange an item for a different size or color, you must return the original item and place a new order for the desired item. Follow the return request process outlined above to return the original item, and then proceed to our website to make a new purchase.
Damaged or Defective Items
If you receive a damaged or defective item, please contact us within 7 days of receiving the product. Include photos of the damage or defect in your email to help expedite the resolution process. We will assess the situation and may offer a replacement or refund depending on the circumstances.
Contact Information
If you have any questions about our Return and Refund Policy, please reach out to us via email at [email protected]. We are here to assist you and ensure that your experience with Pinnacle Gear meets your expectations. Thank you for choosing us for your adventure equipment needs.