Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Customized orders cannot be returned. As well as design deposit or art commissions, or mold fees (Broken or factory defects will be handled on a case by basis but must be notified in a timely manner and will be replaced at our discretion or handled by shipping insurance. However, approved artwork with typos or mistakes will not be replaced. Hence why we ask you to review all custom artwork details). If we sell any perishable goods cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Some health and personal care items.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer. Some products are fulfilled by a 3rd party so if you send them the item we do not receive it and will not refund it. (IE don’t just assume we approve your refund and send it back)
There are certain situations where only partial or no refunds are granted:
- Items with obvious signs of use
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
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 at Customerservice@pitchandrudder.com.
Only regular priced items may be refunded. Sales on discontinued items cannot be refunded. If a sale item is refunded it will be at the sale price not at regularly priced. If buy one get one, spend xxx.xx to get free shipping/ etc. will be a case by case basis and may only be a partial refund minus shipping. Honestly we are pretty reasonable but now a days we have to type everything out.
Damaged items in shipment
If items are damaged in transit please reach out to us right away within two days of receipt and take pictures of the damaged box and items. This will help in any shipping insurance claims. Failure to do so could result in no refund issued or only a partial refund. It up to our discretion if it is past the time. Basically please let us know asap because shipping companies have a time limit on claims and we don’t want to miss that window if they broke it.
We only replace items if they are defective or damaged (not caused by the user within 30 days or later at our discretion). If you need to exchange it for the same item, send us an email at Customerservice@pitchandrudder.com and we will give you an address to return the item to. We reserve the right to refuse exchanges in the event of multiple requests, questionable defect, or damage. Basically we are a small business please remember that and don’t try and game the system.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate/store credit will be emailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
To return your product, you should email us at Customerservice@pitchandrudder.com.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Contact us at Customerservice@pitchandrudder.com for questions related to refunds and returns.