At Guidefitter, we strive to give you the best experience possible when shopping for your outdoor gear. We recognize that sometimes returns or refunds are necessary. To make this process straightforward, we’ve detailed our updated refund policy below. By understanding this policy, you’ll know what to expect if you need to return an item and request a refund.
Understanding Refund Types and Processes
To provide clarity, we’ve categorized refunds based on different scenarios. Depending on why you’re returning an item and your order status, refunds can be issued differently. Please note, pro purchase orders (e.g. Insider orders) may not be eligible for returns or refunds at all, as some brand partners consider these sales final. Always review the return policy on each brand’s page and product listings on Guidefitter.
Types of Refunds:
Refunds Issued to Your Guidefitter Wallet: For most returns, and for participating brand partners, once you’ve received the product you ordered in good working condition, but still would like to return it, we will credit the refund amount (less shipping charges in most cases) to your Guidefitter Wallet. The same is true if you want to cancel an order that’s already been shipped. In short, most “refunds for convenience” will be issued to your Guidefitter Wallet in the form of store credit.
Refunds Issued Back to Your Original Payment Method: In other rare situations, such as receiving defective products or the wrong items, or if your package is lost in transit, we will issue refunds directly back to your original payment method. Additionally, if you cancel an order before it ships or if an order is canceled due to unexpected inventory availability issues or backorders taking longer than expected, we will also refund your original payment method. In short, most “refunds due to issues beyond your control,” will be issued back to your original payment method, such as your credit card or your Guidefitter Wallet.
Below is a more comprehensive list of various types of refund scenarios along with how Guidefitter expects to issue the refund – either issued to your Guidefitter Wallet, or issued back to your original payment method, such as a credit card.
Pre-Shipment Conditions1.
Order Cancellation by Member (Before Shipping)Reason: Changed mind, found a better price, ordered by mistake, etc. Refund Outcome: Original Payment Method Refund Reason: Changed mind, found a better price, ordered by mistake, etc. Refund Outcome: Original Payment Method Refund 2.
Order Cancellation by Seller (Before Shipping)Reason: Out of stock, pricing error, etc. Refund Outcome: Original Payment Method Refund Reason: Out of stock, pricing error, etc. Refund Outcome: Original Payment Method Refund 3.
Order Shipped but Not Yet Received (Within Delivery Window) - (RTS situation)Reason: Delayed delivery, member no longer wants the product. Refund Outcome: Refund to Guidefitter Wallet Reason: Delayed delivery, member no longer wants the product. Refund Outcome: Refund to Guidefitter Wallet 4.
Order Shipped but Not Yet Received (Outside Delivery Window)Reason: Lost in transit, significant delay. Refund Outcome: Original Payment Method Refund or re-issue order at no additional cost Reason: Lost in transit, significant delay. Refund Outcome: Original Payment Method Refund or re-issue order at no additional cost 5.
Received Incorrect Item5a. Reason: Wrong product sent, wrong size/color/model. - and customer no longer wants product (even the correct product). 5a. Refund Outcome: Original Payment Method Refund (with return) 5b. Reason: Wrong product sent, wrong size/color/model. - and customer wants to receive the correct product. 5b. Refund Outcome: re-issue a new order (with return) - no refund. 5a. Reason: Wrong product sent, wrong size/color/model. - and customer no longer wants product (even the correct product). 5a. Refund Outcome: Original Payment Method Refund (with return) 5b. Reason: Wrong product sent, wrong size/color/model. - and customer wants to receive the correct product. 5b. Refund Outcome: re-issue a new order (with return) - no refund. 6.
Received Damaged Item6a. Reason: Product damaged during shipping - Customer doesn’t not want replacement 6a. Refund Outcome: Original Payment Method Refund (with return) 6b. Reason: Product damaged during shipping - Customer wants replacement. 6b. Refund Outcome: No refund. Re-issue order with return. 6a. Reason: Product damaged during shipping - Customer doesn’t not want replacement 6a. Refund Outcome: Original Payment Method Refund (with return) 6b. Reason: Product damaged during shipping - Customer wants replacement. 6b. Refund Outcome: No refund. Re-issue order with return. 7.
Received Defective ItemReason: Product is defective or not working as intended. Refund Outcome: Refund to Guidefitter Wallet (with return) or Original Payment Method Refund (with return) Reason: Product is defective or not working as intended. Refund Outcome: Refund to Guidefitter Wallet (with return) or Original Payment Method Refund (with return) 8.
Item Not as DescribedReason: Product does not match description/pictures. Refund Outcome: Refund to Guidefitter Wallet (with return) or Original Payment Method Refund (with return) Reason: Product does not match description/pictures. Refund Outcome: Refund to Guidefitter Wallet (with return) or Original Payment Method Refund (with return) 9.
Member Changed Mind After ReceiptReason: No longer wants the item, buyer’s remorse, subjective reasons. Refund Outcome: Refund to Guidefitter Wallet (with return) Reason: No longer wants the item, buyer’s remorse, subjective reasons. Refund Outcome: Refund to Guidefitter Wallet (with return) 10.
Partial Order FulfillmentReason: Part of the order was not fulfilled or sent. Refund Outcome: Refund to Guidefitter Wallet or Original Payment Method Refund for unfulfilled part Reason: Part of the order was not fulfilled or sent. Refund Outcome: Refund to Guidefitter Wallet or Original Payment Method Refund for unfulfilled part 11.
Non-Returnable ItemsReason: Perishable goods, custom items, or other non-returnable categories. Refund Outcome: No refund or refund to Guidefitter Wallet in specific cases Reason: Perishable goods, custom items, or other non-returnable categories. Refund Outcome: No refund or refund to Guidefitter Wallet in specific cases 12.
Fraudulent TransactionsReason: Unauthorized purchase, payment disputes. Refund Outcome: Original Payment Method Refund Reason: Unauthorized purchase, payment disputes. Refund Outcome: Original Payment Method Refund 13.
Return Shipping CostsReason: Return shipping for incorrectly received product Refund Outcome: Issue shipment label or refund to Guidefitter Wallet for return shipping costs Reason: Return shipping for incorrectly received product Refund Outcome: Issue shipment label or refund to Guidefitter Wallet for return shipping costs 14.
Refunds for Digital Products/ServicesReason: Issues with digital products or services. Refund Outcome: Refund to Guidefitter Wallet Reason: Issues with digital products or services. Refund Outcome: Refund to Guidefitter Wallet Benefits of Guidefitter Wallet Refunds
By utilizing the Guidefitter Wallet for refunds, we aim to enhance your shopping experience with these key benefits:
Immediate Access: By avoiding the traditional banking processes (usually 3-5 business days), your funds will be available in your Guidefitter Wallet as soon as your return is processed. This allows for a faster refund experience.
Competitive Prices: By reducing credit card processing fees, we can maintain competitive prices for all customers. This is especially beneficial for our Guidefitter Insiders, helping us keep exclusive prices as low as possible.
No Expiration: The balance in your Guidefitter Wallet does not expire. You can use it whenever you’re ready for your next purchase, giving you flexibility and peace of mind.
The Guidefitter Wallet Refund Process
1.
Return Your Product: Follow the standard return process as outlined by the brand’s policy on Guidefitter. Each brand may have unique return instructions, so it’s important to check the specific return policy on the brand and product pages.
2.
Refund Added to Guidefitter Wallet: Once your return is processed by our support team, the refund amount will be credited to your Guidefitter Wallet and available to you as store credit.
3.
Use Your Store Credit: Your Wallet balance can be used for future purchases on Guidefitter.
Accessing Your Guidefitter Wallet
To check your Guidefitter Wallet balance:
1.
Sign in to your Guidefitter account.
2.
Go to your profile settings.
3.
Click on “My Wallet” to view your account balance and see past transactions where you used store credit.
Your Guidefitter Wallet Funds Are Safe After Insider Status Expires
If you are a Guidefitter Insider and you don’t renew your Insider status, your Guidefitter account and Wallet balance remain intact. You can continue purchasing gear at standard, competitive retail prices, ensuring you never lose your Wallet balance. We also implemented the Guidefitter Price Match Guarantee to ensure that our members who are not Insiders can get the best price. So if you find a better deal on a product later, we’ll match it!
If you have any further questions please reach out to our customer support team in Bozeman, Montana via support@guidefitter.com or (512) 215-4530.
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