Upon arrival of your order, be sure to inspect each item in your order before using the item, removing the hang tag, or discarding the shipping/packing materials. Once the product has been used, hang tag removed, or shipping/packing materials discarded, we can still accept a return - but there will be a restocking fee of 10% incurred for returning an item that is used. This is because we are a small company and will need to inspect and repackage the item to make it resalable again (and sometimes returns are not resalable at all). If you no longer wish to keep the product for whatever reason, used or unused, it will be considered a preferential return.
However, we know that sometimes returns are needed. For such returns, please read our Return Policy below.
Need to make a return? It's easy. Just email INFO@RISEGEAR.COM within 30 days of receiving your order to get the process started. In your email, let us know:
(1) Your order number,
(2) Whether the item is used or unused,
(3) Reason for return (either 1. Preferential, or 2. Received incorrect, defective or damaged item),
a. A picture of the issue if it is received incorrect, defective, or damaged,
(4) What type of reimbursement you’d like. We can issue either a refund to the original payment method or a store credit.
UNUSED ITEMS RECEIVED INCORRECT, DEFECTIVE OR DAMAGED
We're happy to provide full reimbursement on products that are returned to us unused, in the state you received them. However, unused items must meet the following criteria:
(1) Have not been packed with your personal articles (i.e. your clothing),
(2) Have not been traveled with,
(3) Hang tag must still be attached, and
(4) Include all original packaging (instruction sheet, hang tag and polymailer/cardboard box).
If you need to return a product because of our mistake (like if we accidentally sent the wrong item, or the item was received damaged or defective), just let us know and we’ll take care of you! For returning unused items that were incorrect, defective, or damaged, we will provide a return shipping label and will reship the item to you once we receive the incorrect, defective, or damaged item back in our warehouse.
PREFERENTIAL RETURNS – USED OR UNUSED
If you need to return an unused product because you no longer want it, we are sorry to hear that! Because we are a small company, you are responsible to arrange and pay for your own return shipping on all preferential returns, whether used or unused. Please keep this in mind as you choose your return shipping method. Used items will have an additional 10% restocking fee which will be applied to the refund amount.
FREE ITEMS, SCRATCH AND DENT, FLASH SALE, AND WHOLESALE ORDERS ARE FINAL SALE
We are unable to accept returns on any item, whether used or new, that came free with another product or was purchased from Scratch and Dent, as a Flash Sale, or as a Wholesale Orders. In addition, we cannot accept bags if they have been modified in any way.