Refund policy

Warranty Policy
1. General Warranty (Unlimited within the warranty period)
For all products, please refer to the after-sales policy listed on the individual product page for specific warranty information.

① Shipping Damage:
If you receive a damaged product or missing accessories, please take clear photos of the item(s) before opening the package. Check the accessories diagram on the product page and report any missing or damaged parts. We will send replacements for any damaged or missing items based on the photos and your feedback.

② Product Quality Issues:
If you observe any abnormal deformations or malfunctions under proper storage and usage, please take photos or record a video and send them to our customer service team. We will propose an appropriate solution based on the submitted materials. Please note that normal wear and tear and consumables are not covered under warranty.

2. Special Warranty (Limited within the warranty period)

Before Requesting a Return, Refund, or Exchange:
Please ensure the product has not been used, installed, or damaged (excluding shipping damage). All returned products will be inspected upon arrival at our warehouse, and we reserve the right to reject returns or refunds if the product does not meet these conditions.

① Return and Refund:

  • If a quality issue is found that affects the product’s normal use within 30 days of receiving the product, and we determine that the issue cannot be resolved via a standard replacement, we will provide a return and refund service.

  • For shipping damage or loss, please contact our after-sales team. We will send replacement parts or arrange an exchange. If the product is undamaged, or the issue can be resolved, we will not accept returns, refunds, or exchanges. In such cases, the return will be classified as an unauthorized return.

  • Unauthorized Returns: For returns or refunds not due to a product quality issue, we will charge a 20% handling fee, and the customer will be responsible for the return shipping costs.

Note: All returns and refunds must be initiated by contacting our customer service at info@openroad4wd.com. We will issue a return order, and unauthorized returns will not be accepted.

② Exchanges:

  • If the order was placed within 12 hours and the shipping confirmation email has not been sent, we offer free exchanges (e.g., swapping sides for a 270-degree awning).

  • If the exchange request is made after the product has shipped, the customer will need to cover the cost of round-trip shipping, as estimated by our customer service team.

③ Order Cancellations:

  • Orders can be cancelled within 6 hours of placing the order, before the shipping confirmation email is sent. A 6% processing fee will be applied to all cancellations.

  • If the order is cancelled after 6 hours but before shipping, an operational fee of 20% of the purchase price will apply.

  • Once the product has been shipped, cancellations will incur a 20% handling fee of the purchase price, plus the cost of return shipping (same conditions as unauthorized returns and refunds).

    3. Refund Notice:
    Refunds will be processed within 1-2 business days. Once the process is complete, you will receive a refund confirmation email, indicating that the funds have been debited from our account. Please note that depending on your payment method and your bank’s refund policy, it may take an additional 5-15 business days for the funds to appear in your account. Therefore, the total time from initiating a return to receiving the funds in your account may take between 1-3 weeks.

    Additional Notes for Australian Customers:

    • Please ensure that the return is in the same condition as when received, with all original packaging, accessories, and documents included.

    • For products with shipping damage or defects, please report the issue as soon as possible upon receipt of the item.