What is your return policy?Updated 2 months ago

At Campervan HQ, we want our customers to have the best experience when shopping on our site. Below are the details of our Return Policy. 

Shipping Damage

Unfortunately sometimes carriers damage items in transit.

IMPORTANT: You must inspect your shipment for any damage when it arrives. A box in good condition doesn't necessarily mean an undamaged item. Make the driver wait —   they're required to — while you quickly open the box and check the product. If you discover damage, you MUST note it on the bill of lading (BOL) before signing AND save all packing materials. If you do not note damage at time of delivery or if you discard the packaging, we cannot file a claim on your behalf. Thus we cannot accept a return on the damaged item. 

Next contact our team ASAP to start the exchange process. We'll need your copy of the BOL and photos of the shipping box and of the damaged product. We want to get your replacement shipment out ASAP, so you can get back to your project!

Eligible Returns

To be eligible for a return, your item must be unused and in the same condition that you received it, and in the original packaging. Except in the case of damage or defect, we must be able to sell the item as unused product in brand-new condition. 

Some items are not returnable, including:

• Special-order items
• Electrical items
• Suspension products
• Cut items such as flooring, fabrics, textiles, foam, insulation, etc.
• Clearance, open-box, or as-is sale items
• Improperly color-matched products*
  
• Any item delivered more than 30 days ago✯

✯ If 30 days or more have gone by since you received your purchase, unfortunately we cannot offer an exchange or refund. 

* Customers should not attempt color matching using photos from our website instead of physical swatches. Computer displays vary; thus it is impossible to guarantee a color match using only photos on a website as reference. If you need to color match your material, you can request that swatches of available materials be mailed to you by contacting [email protected]. Sample fees may apply.

Shipping & Restocking Fees

If you decide to return any item that was delivered to the address you provided, as ordered, and without damage or defects, you will be charged a restocking fee of 20% as well as shipping both ways. Because shipping and restocking is so expensive these days, we want to make sure you get the right product the first time for your sake and ours, so please contact us if you have questions! 

Once your return is received and inspected, we will email you our assessment of the return, depending on its condition and the legitimacy of your return request. If approved, we will process your refund minus shipping and 20% restocking costs. You should see a credit applied to your original method of payment within 14 days. The time frame varies depending on your bank's processing time.

Late or Missing Refunds

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank, there is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us. 

Shipping Address

We need accurate shipping and contact information to ensure order delivery. If you provide incorrect or incomplete information — like shipping address, email, or phone number, or if you enter a PO box (which does not accept deliveries from FedEx, UPS, or freight carriers) — and we incur re-delivery charges, you must pay the extra charges.

Return Process

Email us if you need to initiate a return. We'll have you fill out our Returns Form, which requires several photos of the box and, if the box is opened, of the product as well.

If we find that your item is eligible for return, we will send you a Return Materials Authorization (RMA) number, then arrange for a pickup of your item. 

Do not ship an exchange or return item back without contacting us first.

Note: If you are returning an item worth over $75, you should consider using a trackable shipping service or purchasing shipping insurance. Otherwise, we may not receive your returned item. We will not credit you for returned items if we do not receive the returned item back.