Return & Refund
Return Policy & Warranty
-Dead on Arrival (DOA)
Customers should contact our Customer Service at care@outdoormaster.comwithin 7 days upon receipt of goods for DOA situation.
Special Notes:
The outer packing is broken or out of shape
- Immediately file a case upon the broken package to the courier company and get a confirmation in the form of a paper proof with a stamp on it.
- Send us the pictures of the received items/package with detailed information describing the issue, along with the aforementioned paper proof and case number with which we can quickly confirm the case.
- After verifying all the required information, we will either provide a replacement or a full refund, depending on your requirements. The outer packing is in good shape while the item is not working.
-Missing item(s), wrong item(s) or incorrect package sent
Please carefully check the contents and the weight of the parcel before signing it. For any issues, please contact us with the information below:
1. Email us with your order number and the product code (SKU number).
2. Please send us clear pictures of the outer packaging, the shipping label, the weight of the package, and the item you receive.
-30-Day Money Back Guarantee for Any Reason
Undamaged products may be returned for a refund for any reason within 30 days of receipt of shipment. Please note customers are responsible for returning shipping fees. We will either provide a replacement or a refund (shipping fee excluded), depending upon your requirement after receiving the exchanged item of your order.
- Returns must include the original packaging, all accessories, user manual, etc.
- For non-quality related warranty claims, the buyer is responsible for shipping costs. OutdoorMaster refunds the cost of the product itself.
- If the product does not meet the above requirements, we cannot process your return request.
We cannot process a refund request for non-quality issues for items that have expired during this 30-day window.
Note: Final Deal Priced Products can only be refunded or exchanged for quality issues.
Please email care@outdoormaster.com and state the following:
- Order Number
- Reasons for Return
- Didn't suit me
- Wrong / Defect Product (Please include pictures)
- Not what I was expecting
- Other Reasons
-Before returning your item, please provide at least 3 photos of the product to confirm its condition.
Our customer care team will advise you on the rest steps.
Important Notice: We ship from multiple warehouses. Please note that returns must be sent to the corresponding warehouse from which the product was originally shipped.
Have you received my return?
Processing your return usually takes a few days.
After returning the product, please contact us with the tracking number and carrier details so that we can track your return. Once we have confirmed receipt of the product, we will proceed with processing your refund.When will I receive my refund?
For refunds, the processing time for us to proceed with the refund will be between 3-6 business days upon receiving your returned item. After this, the refund time will depend on the payment method. Please see below for details:
-PayPal refunds may take up to 48 hours to process and appear in your account.
-Credit card refunds will take between 7-14 business days to appear in your account. This delay depends entirely on your credit card company and any intermediaries.
Your return policy states that I have to return the product in its original packaging. I no longer have the original packaging - can I still return it?
To make sure that all customers will received a complete, defection-free product, the products returned must be in a resellable status. We are sorry that products without the original packaging cannot be returned.
Helmet Crash Replacement Policy
Accidents happen, and safety is our top priority. If your helmet has been involved in a crash, Outdoor Master offers a 20% discount for crash replacement helmets.
To qualify for our crash replacement discount, please ensure you meet the following minimum requirements:
- Damage from Crash: The damage must be from an activity-related crash or impact.
- Purchase Date: The crash replacement request must be made within two years of the original purchase date, and proof of purchase is required.
- Evidence of Incident: You must be able to provide details of the incident that caused the damage and present the crashed helmet.
- Original Owner: You must be the original owner of the helmet.
- No Abuse: Cases of helmet abuse are not eligible for replacement.
Please note that helmet replacements are limited to 2 units per year.
To initiate a helmet crash replacement, please use our Contact Us form, and our team will assist you promptly.
Warranty
Two Years Repair Warranty
OutdoorMaster offers two years warranty starting from the date you receive the goods.
Warranty Exemptions and Notes
- Natural product degradation through wear and tear, along with breakage/damage during use,is solely the customer's responsibility and is not covered by our warranties.
- If the customer has damaged/misused the item(s), the product's warranty is immediately rendered void. No compensation is available in such cases. However, customers are welcome to contact us to purchase a replacement or spare parts (if applicable). We will charge the original value of the components and a shipping fee to dispatch them.
The customer voids the warranty if they:
- Open the body in an attempt to fix the device
- Modify, remove, customize, or swap parts of the product
- Use the device in a way that it is not originally intended for
- Continue to use the item once a fault occurs and causes more damage
- Fails to contact us when the problem first occurs
- All returns must first be authorized by OutdoorMaster's Support Team prior to return. Please kindly refer to the following steps in " How to a request warranty" below. For incomplete warranty requests, OutdoorMaster reserves the right to refuse any compensation. If the customer has returned the package without prior authorization, sends to the wrong address, returns an incorrect item, or submits an empty package, then again OutdoorMaster reserves the right to refuse any compensation.
How to request warranty (return, repair and refund)
Please first submit a Ticket to our Customer service (Email: care@outdoormaster.com) with the information below:
- Describe the problem with your item in detail: What happened? When? How? Please also state your full order number and product code (SKU number).
- Tell us what steps you have already taken to resolve the issue.
- Send a clear photo or video (via wetransfer) showing the defect(s); these should be taken under good lighting.
Our After-sales team will look into the problem you are facing and get back to you with a solution ASAP.
Other special product warranty
This applies to: Pump Series, Power Bank
OutdoorMaster offers 2 years warranty for Electronic products such as Shark II, Shark 2S, Power Bank.The scope of this warranty excludes all damages caused by artificial factors, like dis-assembly, misuse, drops, falls, water, unofficial firmwares.
-DOA (Dead on arrival) items
If the product has arrived broken, please contact us within 7 days from the day you received it and then follow the 7 Days Product Guarantee.
-About unsatisfactory products
If you are not satisfied with your purchase, you can return it within 30 days from its delivery date to receive a refund of your purchase minus the shipping fees or an exchange. You will have to pay the shipping fees both ways if the reason is not related to our mistake. Please ensure to return the item with its original packaging and in the same condition in which you received it.
-Returns and Compensation Process
For any after-sales issues, please contact Customer Service directly and they will offer you a solution according to your case.
Please check each processing time upon receiving your returned item.
- For exchanges, the processing time for the replacement will be between 2-7 business days, upon receiving your item back, depending on stock availability.
- For refunds, the processing time for us to proceed with the refund will be between 3-6 business days upon receiving your returned item.(Please provide us with the tracking number of the returned package.) After this, the refund time will depend on the payment method. Please see below for details:
-PayPal refunds may take up to 48 hours to process and appear in your account.
-Credit card refunds will take between 7-14 business days to appear in your account. This delay depends entirely on your credit card company and any intermediaries.