policies & procedures
ROCKY MOUNTAIN RACKS will warranty all products produced and distributed by ROCKY MOUNTAIN RACKS for the LIFETIME of the product. Products will only be warrantied if installed in accordance with ROCKY MOUNTAIN RACKS installation guidelines. Any modification to the original product design, functionality, or use, by said customer voids all warranty eligibility. It is the sole discretion of ROCKY MOUNTAIN RACKS to determine warranty eligibility. Our Limited Lifetime Warranty is effective for as long as the original retail purchaser owns the product. This warranty terminates when the original retail purchaser sells or otherwise transfers the product to any other person.
ROCKY MOUNTAIN RACKS reserves the right to remedy defects in workmanship or materials in one of two ways.
ROCKY MOUNTAIN RACKS will issue replacements components to the customer that deems defective or inconsistent with the quality of it’s brand.
ROCKY MOUNTAIN RACKS will elect to issue the customer a full or partial refund for the defects or damages of the product.
This warranty does not cover defects caused by normal wear and tear, rust, scratches, accidents, or products used for racing/competition. This warranty does not cover damage to the finish of powder coated products. ROCKY MOUNTAIN RACKS is not responsible for defects that are not in control of ROCKY MOUNTAIN RACKS such as, trail damage, overloading, incorrect assembly or poor maintenance practices.
REPLACEMENT OF A DEFECTIVE PRODUCT OR THE ISSUANCE OF A REFUND (AS DETERMINED BY ROCKY MOUNTAIN RACKS) IS A PURCHASER’S EXCLUSIVE REMEDY UNDER THIS WARRANTY. ANY AND ALL DAMAGE TO A PURCHASER’S VEHICLE, CARGO AND/OR TO ANY OTHER PERSON OR PROPERTY IS EXCLUDED.
While we do our best to ensure your rack is properly packaged before it leaves our facility, on occasion product may get damaged, be it a transport mishap, mishandled box, or a not so happy delivery driver. If this happens please reach out to us as soon as possible. Then follow these steps:
DO NOT ACCEPT YOUR DELIVERY without taking note of any damage that might have occurred on the delivery form. Shipping companies will not fulfill an insurance claim without the damage being noted by the customer. We cannot be held responsible for any product or powder coat damage incurred during transit. ROCKY MOUNTAIN RACKS will facilitate a claim, on the customers behalf with the carrier, but it is subject to the conditions listed above being met.
IF the damage is so severe that it is obvious the product inside has been damaged, do not sign for the item and refuse your delivery. If you sign for the package the shipping company will view it as rightfully yours and that you have accepted it AS IS.
IF the damage is less severe and the goods are intact, you can make a note of the damage on the delivery slip (or electronically with the driver) before signing for the delivery. This will begin the claims process and we will help you file a claim with the shipping company, but it will be your responsibility to replace or repair the product. All awarded claim money will be sent to the customer as reimbursement for shipping damage unless a prior arrangement has been made.
Purchases made at Rocky Mountain Racks can be returned for any reason up to 30 days after receiving shipment. All returned products must be in like new, resalable condition and include original packaging and all hardware. The cost of return shipping is the responsibility of the customer in addition to a 20% restocking fee. Any products that are determined to not be in new condition will incur an additional 5% fee. Products that have been customized or modified in any way are not eligible for returns.
After 30 days, all non-warranty related returns are at the sole discretion of ROCKY MOUNTAIN RACKS. IF your return is approved, a restocking fee of 20% will apply. The customer will be required to submit photos as proof of condition. If the product is found to not be in like new condition a restocking fee of up to 30% will be applied. Your product will be examined after we receive it at our facility to determine its condition before issuing your refund.
Before making a return, please call us first at 970.660.8134
All orders can be cancelled without charge within two business days of when it was placed. After two business days, all cancelled orders will incur a 10% fee. Once a product has left our facility it will fall under our terms established in our return policy. A partial or full refund will be issued and the customer will be notified through email.
Under no circumstances will ROCKY MOUNTAIN RACKS share any of your contact information with any other companies or agencies. Any information you provide through our website or our social media pages will remain strictly confidential and will be used for order fulfilment.