Return and Refund Policy
Unless otherwise noted below, Vanlife Outfitters, LLC refund policy is valid for 30 days. You must request any refunds within 30 days of receiving your order. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging – it must be in like new, resalable condition. You’ll also need the receipt or proof of purchase.
Shipping costs are not refundable once an order has shipped.
Returns for non-defective products are subject to a 10% restocking fee unless otherwise specified below.
- 3M Thinsulate and Low-E insulation – 20% restocking fee because of the cost of shipping the material.
- Windows – if you cancel or return your order after your windows have shipped, you will pay the return shipping costs plus a 30% restocking fee.
- Water Tanks – 25% restocking fee.
- Van Wife Components products – 25% restocking fee.
- Roam Built products – 30% restocking fee
- Seat Swivels – 25% restocking fee
- Tec Vanlife products – 15% restocking fee
- Nations Alternators – 20% restocking fee
- Webasto SmarTemp 3.0 – you agree that you have researched your heater and it is a compatible North American unit. If you did not confirm this and the unit is not compatible there is a 15% restocking fee.
- VanEssential - no returns from Canada.
Exceptions / Non-Returnable Items
No returns on batteries. No returns offered on products that were sold “on clearance”. No returns on products that have been customized or cut to specific lengths such as grey water tanks with custom-added fittings or Lonseal Flooring cut-to-length, trim, etc. No returns on adhesives.
Exchanges
you wish to exchange a product, the original product must be sent back to us and received prior to the new item being sent out. In some cases you may wish to re-order the item with a new order for faster delivery and then receive a refund on a returned item once it arrives at our warehouse. Exchanges for non-defective products are subject to a 10% restocking fee. To be eligible for an exchange, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
Refunds
We will notify you via the email address associated with the order as soon as we’ve received and inspected any returned items. At this point you will either receive the refund (less any processing or restocking fees) directly to the original payment method or a detailed explanation for any items that will not be refunded. Keep in mind that refunds may take many days to appear on your bank or credit card account – this is not something we can control and is a function of your bank or credit card company.
To start a return, you can contact us at orders@vanlifeoutfitters.com. If your return request is approved, we will send detailed instructions on how to return the product(s) to us. Please do not send any product(s) back to us without getting a return authorization.
Customers are responsible for return shipping costs. Customer is also responsible for ensuring that the returned item is received by Vanlife Outfitters in new, undamaged and uninstalled condition. Vanlife Oufitters encourages customers to take shipping carrier insurance on high-claim items. Vanlife Outfitters is not responsible for damages caused during return shipping and retains the right to deny a return if an item is not retuned in new, undamaged and uninstalled condition.
Damages / Issues / Missing Items Wrong Items
Please inspect your items immediately after they are delivered or picked up and contact us right away if they appear to be defective, damaged or if you receive the wrong item(s) or if any items are missing so that we can work with you to resolve the problem as quickly as possible. This includes removing products from the packaging (please keep the packaging) to make sure that there is no damage or missing items. For standard deliveries (FedEx, UPS, USPS), Vanlife Outfitters, LLC is not responsible for damage, missing or incorrect parts after the product has been installed and/or 15 days from the day your order is delivered or picked-up (whichever comes first). After 30 days it starts becoming increasingly difficult to get support from the manufacturer. For freight deliveries, Vanlife Outfitters is not responsible for damage, missing or incorrect parts after the product has been installed and/or 5 days from the day your order is delivered or picked-up (whichever comes first).
Freight Deliveries
Please use a shipping address that is accessible by a semi-truck and, if possible, please use a commercial shipping address. When your shipment arrives, it is critical that you inspect it for any damage immediately on arrival. If the item is badly damaged, refuse the delivery. Do not assume that a packing box in good condition implies a unit in good condition. Please inspect for any concealed damage as well. The driver must wait for you. If there is any damage, you MUST note it on the bill of lading before you sign it and save all packing materials. If damage is not noted at delivery or the packaging has been discarded, we will not be able to file a claim on your behalf, and we will be unable to accept a return on the damaged item. More information available here.
Terminal shipments must be picked up from the terminal within 48 hours of the package arriving at the terminal or the customer may be responsible for daily storage fees.
Missing Deliveries
All of our shipments are sent with tracking information from the carriers. We consider a package delivered and fulfilled to our customers once the carrier/shipper (UPS, USPS, FedEx, freight companies, etc.) indicates it has been delivered. Unfortunately, if you are missing a package that has been marked as delivered by the carrier, we have no recourse with the carrier and we will have to assume that the package was misplaced or stolen from the delivery location and refer you to your local law enforcement agency.
Product Details and Specifications
You understand that many of the products sold by Vanlife Outfitters can be complex and require extensive skill and knowledge for proper and safe installation. You have read the entire product page of the product you’re ordering and any relevant information from the product’s manual, installation guide, or any other provided information and you have confirmed that the product is compatible with your intended purpose/use and that the specifications, including size, weight, and installation requirements.
Electrical/Power System Products
When purchasing electrical system components, the customer acknowledges that they are responsible for installing the products safely according to the manufacturer's guidelines and using the correct wiring and configuration. Any damage caused to products, vehicle or person is the sole responsibility of the customer. The team at Vanlife Outfitters is happy to answer any product questions and we'll do our best to help you design and troubleshoot your system. We also offer a wide range of example power systems and other informational content. If you need help understanding power systems, designing your particular power system or troubleshooting complex issues on systems we did not provide/sell, we offer consulting services for camper van electrical systems. We highly recommend that you have your electrical system installed by a qualified ABYC or Victron Energy certified technician.
As distributors of products that require significant technical skills to install and configure such as Victron Energy products, we’re often challenged when we navigate the fuzzy line between supporting the products and system design/consulting. Product support is always included with a sale. We’re committed to making sure we can answer any product questions, ranging from specifications to features to installation and use in a timely and effective way from people who really understand the products.
On the other hand, Vanlife Outfitters does not offer system design or consulting. Instead, we continually publish to our extensive library of blog posts and videos on mobile power systems (and other topics). These resources are free for anyone and are designed primarily for DIY installers. The example wiring diagrams that we provide are designed to be used as a general guideline or reference rather than a verbatim set of plans to be followed explicitly to implement a specific system. There are far too many factors and needs that are unique to particular systems for us to be able to create anything that’s universal. Our approach is to provide tons of guidance and very good reference systems and backing that up with a team of experts who can answer any specific questions as needed by our customers. If a customer needs system design or consulting that goes beyond what is included with the purchase of equipment, we recommend other companies that offer those services.