How to Get a GORUCK Refund

• Order Number - Locate your order confirmation email or account to find your specific GORUCK order number.
• Product Details - Gather details about the product(s) you wish to return, including the name, size, and color.
• Proof of Purchase - Have a copy of your receipt or invoice ready to demonstrate the purchase.
• Condition of Product - Ensure the product is in its original condition with tags attached, if applicable.
• Return Authorization - Check if you need a return authorization number from GORUCK for your refund request.
• Return Shipping Information - Prepare any required shipping labels or packaging materials for your return shipment.
• Account Information - Log in to your GORUCK account to access your order history for easier reference.
• Customer Service Communication - Be ready to provide a brief description of your issue or reason for the refund when contacting customer service.
• Transaction ID - If applicable, keep a record of any transaction ID related to your purchase for easier tracking.
• Refund Method Preference - Consider how you would like your refund processed (original method of payment or store credit).

*Working days are Monday to Friday, and don't include public holidays.

At GORUCK, users have specific rights and eligibility criteria regarding refunds that pertain to their purchases of gear and participation in events. Understanding these criteria can help users determine their options should they find themselves in a situation that may warrant a refund.

The GORUCK community is built around quality products and experiences, and while GORUCK aims for complete customer satisfaction, there are distinct circumstances under which users might be eligible for a refund:

• Product Defects: If a user receives a product that is defective or does not match the described specifications, they may qualify for a refund. Users are encouraged to contact customer support with details of the issue.
• Event Cancellations: In cases where a scheduled event is canceled by GORUCK, participants may be eligible for a full refund of their registration fee.
• Order Errors: If a user receives the wrong item or an incorrect size, they may be able to return the item for a refund or exchange, subject to GORUCK's return policy.
• Return Policy Compliance: Users who wish to return items must ensure they comply with GORUCK's return policy, which outlines the acceptable time frames and condition for returns.
• Return Shipping Costs: In certain cases, GORUCK may cover return shipping costs for products that are defective or shipping errors, which could influence eligibility for a refund.

It is advisable for users to refer to GORUCK's official return and refund policy for specific details on the process and eligibility criteria that apply to their situation.

At GORUCK, customers occasionally find themselves navigating situations that require refund requests. Below are a few scenarios illustrating how users have successfully claimed refunds in a variety of typical situations.

• Order Mix-Up: A customer ordered a GORUCK rucksack for an upcoming event but received the wrong color. After contacting GORUCK’s customer service, they quickly facilitated a return and issued a full refund to allow the user to reorder the correct item.
• Defective Product: A buyer discovered a small tear in their new GORUCK jacket shortly after purchase. They reached out to GORUCK's support team, who promptly assisted with the return process, ensuring the customer received a refund while they arranged for a replacement jacket.
• Event Cancellation: A participant had registered for a GORUCK challenge but had to cancel due to unforeseen circumstances. By following the event's refund policy and submitting the necessary documentation, they successfully received a refund for the registration fee.
• Shipping Delays: Another customer experienced an unexpected delay in shipping which affected their ability to use a newly purchased rucksack for a planned trip. After explaining the situation to GORUCK customer service, they were able to receive a refund as a goodwill gesture for the inconveniences faced.

Tracking your refund status with GORUCK is straightforward, ensuring you stay informed throughout the process. Here are some efficient ways to monitor your refund:

• Check Your Email: GORUCK sends updates regarding your refund via email. Look for messages from support@goruck.com that will confirm the initiation of your refund and provide estimates on processing times.
• Account Dashboard: Log into your GORUCK account and navigate to the Order History section. Here, you can find detailed information about your past orders and the status of any refunds initiated.
• Mobile App Notifications: If you have the GORUCK mobile app, you can check for in-app notifications regarding your refund. Make sure notifications are enabled to receive immediate updates.
• Billing Section: In your account settings, visit the Billing section to view any transactions related to your refund. This area will show the status of your refund, including any applicable dates.
• Customer Support: If you have any questions, reach out to GORUCK's customer support via the contact form on their website. They can provide real-time updates about your refund status.