We believe in customer success, instead of focusing on the competition; in short, returns are welcome.
Returns:
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging.
Special Order items may not be returned. Opened and/or unsealed DVDs, CDs, and cartography are not returnable unless defective. Units requiring service, either warranty or otherwise, should be returned directly to the appropriate manufacturer; contact us for any help on warranty and service issues. For most items, customers can obtain an RMA number and process their returns using our website. Customers may also obtain an RMA number by sending an email to returns@backonwater.com
To start a return, you can contact us at returns@backonwater.com or through our live chat. We’ll send you instructions on how and where to send your package. Some returned merchandise may be subject to a restocking fee of up to 20%; please contact
All returns must have an RMA (Return Merchandise Authorization).
Please be advised that the shipping charge is non-refundable. If Free Shipping was received, the actual shipping amount will be deducted from the refund depending on product, weight, and size.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
You may return all defective products (after receiving an RMA#) for credit or exchange within 15 days from the date of shipment. If part of a product is defective, please return the whole product, including all manuals and accessories, in the original packaging. If one of these terms is not met there will be up to a 20% restocking fee. If you choose to return a defective unit for a refund, the shipping and handling charges are non-refundable.
Warranty is voided if serial tags, receiving numbers, product stickers, or manufacturer seals have been removed, altered, or tampered with. Warranty is voided due to mishandling, improper use, or defacing of the product.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
