Refund policy

UnchartedUSA Return Policy

At UnchartedUSA, we want every customer to receive the correct product in the condition expected. If an item arrives damaged, incorrect, or you otherwise need to request a return, please review the policy below.

Return Window

Customers have 14 days from the date the item is delivered to request a return. This 14-day window applies to both damaged and non-damaged items.

Return requests made after 14 days from the delivery date may not be eligible for return, refund, or exchange.

Damaged or Incorrect Items

If your item arrives damaged, defective, or incorrect, please contact UnchartedUSA as soon as possible within the 14-day return window.

For damaged or incorrect items:

  • UnchartedUSA will cover the cost of return shipping when applicable.

  • Photos of the damage, packaging, shipping label, and product may be required.

  • The item must be returned according to the instructions provided by UnchartedUSA or the distributor.

  • A replacement, exchange, refund, or other resolution may be offered depending on product availability and distributor requirements.

Please do not discard the original packaging until the issue has been fully resolved, as the packaging may be required for return authorization or carrier/distributor claims.

Non-Damaged Returns

If an item is not damaged, defective, or incorrect, customers may still request a return within 14 days of delivery, provided the item is eligible for return.

For non-damaged returns:

  • The customer is responsible for return shipping costs.

  • Return shipping costs may vary depending on the distributor, item size, weight, shipping location, and carrier requirements.

  • A restocking fee will apply.

  • The original shipping cost may be non-refundable.

  • Items must be unused, uninstalled, in original condition, and returned with all original packaging, parts, manuals, accessories, and documentation.

UnchartedUSA will provide return instructions once the return request has been reviewed and approved.

Restocking Fees

Restocking fees apply to returned items. The exact restocking fee may vary depending on the item, distributor, manufacturer, or product category.

Any applicable restocking fee will be deducted from the customer’s refund.

Items Ineligible for Return

Some select items are not eligible for return. These may include, but are not limited to:

  • Special-order items

  • Custom or made-to-order products

  • Installed, used, modified, or damaged items

  • Electrical components

  • Clearance, closeout, or final-sale items

  • Items missing original packaging, parts, manuals, or accessories

  • Products marked as non-returnable by the manufacturer or distributor

Eligibility for return may vary by product and distributor.

Return Approval Required

All returns must be approved before being shipped back. Items returned without prior authorization may be refused, delayed, or ineligible for refund.

To request a return, customers should contact UnchartedUSA with:

  • Order number

  • Customer name

  • Delivery date

  • Reason for return

  • Photos, if the item is damaged or incorrect

Refunds

Once the returned item is received and inspected, UnchartedUSA will process any approved refund according to the condition of the item and the applicable distributor or manufacturer return terms.

Refunds may be reduced by:

  • Restocking fees

  • Return shipping costs, when applicable

  • Original shipping costs, when non-refundable

  • Missing parts, packaging, or accessories

  • Damage caused after delivery

Refund processing times may vary depending on the payment provider, distributor processing time, and customer’s financial institution.

Exchanges

Exchanges may be available depending on product availability, distributor approval, and the condition of the returned item. If an exchange is not available, UnchartedUSA may offer a refund or alternative resolution.

Policy Notes

UnchartedUSA reserves the right to deny returns that do not meet the requirements of this policy or the return requirements set by the applicable distributor or manufacturer.

Return eligibility, shipping costs, restocking fees, and refund amounts may vary depending on the specific item and distributor.