General Terms:
Pampered Camper Gear reserves the right to update the rules when necessary, and the updated version will be published on pamperedcampergear.com immediately. If you refuse to accept the policy, you are deemed to have waived the use of the services provided by Pampered Camper Gear immediately. All buyers are deemed to accept the rules if they use the services provided by Pampered Camper Gear. Pampered Camper Gear's policy shall prevail.
Buyers should file a return & refund request for after-sales issues within 20 days of delivery. If the period of Return & Refund request filed exceeds 20 days, Pampered Camper Gear reserves the right not to provide any after-sales service after that time.
Before an order is shipped out, the buyer can apply to cancel the order by contacting Pampered Camper Gear via pamperedcampergear.com/contact-us.
If Pampered Camper Gear cannot fulfill the buyer's order within the order processing time, including, but not limited to, no stock or other conditions, it has the right to cancel and refund the order.
Suppose the buyer receives damaged or broken goods and applies for a refund with compelling evidence, and the goods need to be returned. In that case, Pampered Camper Gear is responsible for offering the buyer a prepaid return label within three business days to return damaged or broken goods. Pampered Camper Gear should refund the buyer when the return shows as in transit on the logistic website with the provided prepaid return label.
Pampered Camper Gear will not accept after-sale requests for "non-defective remorse returns" and has the right to accept or reject them. Under this condition, it will abide by the policy.
If Pampered Camper Gear accepts the after-sale request for the reason type of "non-defective remorse returns" and requires to deduct a "restocking & repacking fee," under Pampered Camper Gear's policy restriction, the "restocking & repacking fee" in total deducted shall not exceed 35% of order total price. Pampered Camper Gear shall not require a warranty, such as whether to provide a warranty or the way of warranty handling.
Pampered Camper Gear shall restrict the refund time and redelivery time under the condition, including but not limited to the order should refund based on the policy, agreeing on refund or redelivery between Pampered Camper Gear and the buyer or others, Pampered Camper Gear must refund not more than three business days, or redelivery not more than five business days.
Once the buyer submits the after-sales request, the buyer must provide evidence (as the clause states below) to Pampered Camper Gear. If the buyer cannot provide compelling evidence within the order after-sales period policy indicated, Pampered Camper Gear has the right to reject the return and refund request.
Whether the evidence is compelling or not will ultimately be determined by Pampered Camper Gear Under Various Circumstances:
1. Refund Request Timing
If the order is not shipped within the stated processing time (subject to the estimated processing time displayed on the order page), the buyer can apply for a full refund.
Return & Refund Type Pampered Camper Gear Rules
For Unshipped Orders
The Return & Refund request is made after the stated processing time. Pampered Camper Gear will refund the order. The Return & Refund request is made within the stated processing time.
After the buyer submits the request, Pampered Camper Gear has three business days to process it. If It fails to process (accept or reject) the refund request within three business days, It will refund the order.
Although the order is still within the stated processing time, any refund request must be processed within the time listed above.
For Shipped Orders
The Return and refund request is made after the order has shipped. After the buyer submits the request, Pampered Camper Gear has 10 business days to process it. If Pampered Camper Gear fails to process (accept or reject) the refund request within 10 business days, It will refund the order.
2. Goods Returned in Transit
If the package is sent back to Pampered Camper Gear during transit for any reason and the buyer applies for a refund, Pampered Camper Gear should be refunded within three business days of the request. In the same case, if the buyer requests redelivery, Pampered Camper Gear should begin redelivery within five business days of the request date.
3. Goods Destroyed in Transit
Suppose the package or goods are destroyed in transit, and the buyer has proof from the logistics website, such as a screenshot. In that case, Pampered Camper Gear should refund the order within three business days of the buyer's refund request or redeliver the order within five business days of the request. The following steps must be followed when creating this type of request.
a. Please upload photos or videos of the damaged item to prove its damage. Please upload the video if the photo does not prove the products are damaged.
b. A screenshot of the email or dispute received, including the name, date, and content. In other words, a customer has sent the complaint (through PayPal Dispute or another Gateway, email, etc.).
c. The products must be returned to Pampered Camper Gear if our Dispute Team asks for a return in Disputes.
Except for the critical interpretation, Pampered Camper Gear will make a refund, resend, or accept the return for any of the following cases:
3.1 Orders Delayed
Orders lack tracking information, are in transit, are pending, and expire 60 days after they depart from the Pampered Camper Gear warehouse. The following countries and shipping methods may be different:
a. Orders shipped to the USA will be counted 45 days after orders depart from the Pampered Camper Gear warehouse.
b. For Brazil, it is 110 days from the date that the order departed from the Pampered Camper Gear warehouse due to the strict customs clearance in Brazil.
c. For the Pampered Camper Gear Packet Liquid Line in all countries, Pampered Camper Gear will resolve your dispute for delayed orders after 100 days, counting the date the order departed from the Pampered Camper Gear warehouse.
d. For some unique shipping methods, Pampered Camper Gear cannot deal with your disputes. (See the following critical interpretation)
Notes:
Sometimes, the order arrives at the nearest post office to the buyer and is made pending because of an insufficient address, the package is unclaimed, there is no such number, etc. It will be much more convenient for clients to contact the local post office or go to the post office for delivery.
Due to conditions such as national realities, phone numbers, and religious beliefs in Israel, packages will be generally delivered to self-pick-up cabinets, which may lead to long overdue packages. Therefore, it will be much more convenient for clients to contact or visit the local post office for delivery.
Sometimes, local tracking numbers show a sign for delivery, but the end customer claims the package has not been received. In such cases, Pampered Camper Gear will spare no effort to verify the actual situation, which could take a long time (1-2 months), but there is no guarantee of a positive result.
3.2 Orders Not Received
Pampered Camper Gear will not process the refund or resend the order if the tracking information shows that it has been delivered.
a. If clients do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
b. Tracking information alert. The tracking information shows Alert; the reasons are listed below:
a) Incorrect/insufficient address.
b) No such number.
c) Unknown recipient.
d) Refused.
e) Do not pick up in time.
f) No safe delivery location.
g) Uncleared customs.
h) Others.
Notes:
a. The local distributor will deliver 1-3 times, depending on the situation. If the package is still unclaimed after delivery, it will be returned to the local post office for storage in 3-7 days. Meanwhile, clients must pick up the package themselves. Otherwise, our logistics company will return the product to the sender. During the return, Pampered Camper Gear takes no responsibility for lost products.
b. If the logistics company provides return service to China, Pampered Camper Gear will put the products in your private inventory. We will not refund them when we receive the returned items.
c. Pampered Camper Gear cannot offer a refund or resend if you don’t process the undelivered orders or packages destroyed by logistics companies.
3.3 Products Damaged
Pampered Camper Gear offers a full refund or a replacement if the packages that arrived are badly damaged.
Pampered Camper Gear offers a partial refund or a replacement if packages arrive partially damaged (except for thread, slightly wrinkled, minor scratches, etc.).
Notes:
a. For fragile products, a refund is highly recommended.
b. Due to the long distance between international deliveries, Pampered Camper Gear cannot offer refunds or other after-sale services for damaged packing boxes.
c. For ordinary electronic products, your clients must complain or file a dispute with you within 30 days of receiving the packages.
d. For service products, Pampered Camper Gear refunds you the product cost, which is the price in the Chinese market. Otherwise, Pampered Camper Gear will not take any responsibility for them.
3.4 Incorrect or Missing Products
Pampered Camper Gear has a strict quality control process before products are dispatched.
Pampered Camper Gear will deal with incorrect or missing products as follows:
a. Pampered Camper Gear offers a full refund or replacement for incorrect products.
b. For products with the wrong color or size, which doesn't affect product function, etc., Pampered Camper Gear offers a refund or resend if you provide a screenshot of your complaint, including the name, content, and date.
c. For parts missing that don't affect product function, Pampered Camper Gear may partially refund or resend the missing part; for parts that do affect product function, Pampered Camper Gear will resend the product only.
d. For accessories, Pampered Camper Gear will resend the accessories.
Notes: For size problems, Pampered Camper Gear would appreciate it if you could measure the product according to the correct measurement method and provide us with a photo of the measurement. Then, our dispute team can resolve your disputes quickly.
4. Wrong Receipt Information
If the buyer puts the wrong receipt information on an order, the buyer should contact us via pamperedcampergear.com/contact-us to request we update the order with the correct receipt information.
Correcting the receipt information or canceling an order is not guaranteed.
If the order has shipped out, the buyer must contact the logistics company with the correct information.
If the goods have been delivered to the wrong receipt, the buyer can attempt to return the products at their own expense. Suppose the goods are returned in good condition. In that case, Pampered Camper Gear shall refund the order within three business days of receiving the goods, at the buyer’s refund request, or begin redelivery within five business days. Please note the buyer will additionally be in charge of the redelivery fee.
The buyer will bear the losses if the order cannot be corrected or returned.
5. Defective Products (package breakage/significantly not as described/missing or wrong goods/quality problems)
Suppose the buyer detects any problem upon receipt (damaged package/significantly not as described/missing or wrong goods or other quality problems). In that case, the buyer should provide a refund or redelivery request with valid proof (photos/videos of goods received that show the problem clearly). After the buyer files a request on Pampered Camper Gear, Pampered Camper Gear should check the proof and give a response within three business days.
If the proof or evidence checked by Pampered Camper Gear does not clearly show the problem, the proof is invalid, and Pampered Camper Gear has the right to reject the buyer's refund request.
If the buyer's proof clearly shows a problem after being checked by Pampered Camper Gear, the proof checking time shall not be more than three business days. If the goods need to be returned to get a refund, Pampered Camper Gear should provide the buyer with a prepaid return label within three business days of proof approval and refund the order when the return shows in transit on the logistics website searched by tracking number buyer uploaded within three business days. If the goods needn't be returned, Pampered Camper Gear should refund the order within three business days of the refund request.
If the proof is valid and the buyer requests redelivery, Pampered Camper Gear should redeliver within five business days of proof approval. However, Pampered Camper Gear can refund orders if the redelivery products are not in stock or if buyers can reorder them when they are restocked.
5.1 Incorrect or Missing Products
Pampered Camper Gear has a strict quality control process before products are dispatched.
Pampered Camper Gear will deal with incorrect or missing products as follows:
a. Pampered Camper Gear offers a full refund or replacement for incorrect products.
b. For products with the wrong color or size, which doesn't affect product function, etc., Pampered Camper Gear offers a refund or resend if you provide a screenshot of your client's complaint, including name, content, and date.
c. For missing parts that don't affect product function, Pampered Camper Gear may partially refund or resend the missing part; for missing parts that do affect product function, Pampered Camper Gear will resend the product only.
d. For accessories, Pampered Camper Gear will resend the accessories.
Notes:
For size problems, Pampered Camper Gear would appreciate it if you could measure the product according to the correct measurement method and provide us with a photo of the measurement. Then, our dispute team can resolve your disputes quickly.
5.2 Service Products
Service products apply to the following interpretation.
a. In any disputes arising from damaged products or delayed shipping, Pampered Camper Gear may not refund the cost of the product.
b. Any disputes arising from poor quality, such as Pampered Camper Gear, may not be accepted as the supplier is not Pampered Camper Gear.
c. For service products without Pampered Camper Gear quality checking inspection, Pampered Camper Gear may not accept the disputes.
6. Logistics Issues
6.1 Invalid tracking information
If Pampered Camper Gear verifies that the tracking number is incorrect and fails to provide the correct one within four business days, It will refund the order.
6.2 Untimely Tracking Info Updates
Suppose there is no update of the tracking info for more than seven business days after the label is created and shown on a logistic website, and the buyer applies for a refund. In that case, Pampered Camper Gear requires a refund order within three business days of the buyer's request.
Note: This clause does not apply to special times or periods such as holidays, COVID-19, abnormal weather, or other situations.
6.3 Too-long Shipping Period
If the transit time exceeds the estimated delivery time by 10 days and Pampered Camper Gear fails to provide valid, updated tracking information, the buyer may apply for a refund. As the buyer requests, Pampered Camper Gear requires a refund order within three business days.
Note: This clause does not apply to special times or periods such as holidays, COVID-19, abnormal weather, or other situations.
6.4. Shipping Method Limits
Some shipping methods are not trackable when orders arrive in some Countries, States, or Cities. Pampered Camper Gear lists those shipping methods in advance and will not accept any disputes when you choose those shipping methods to some countries, including:
PostNL、Electric PostNL、Packet Eub、Packet Postal Route、Packet Postal、Packet Railway Economy.
Notes: The remote addresses will be charged additional costs when specific shipping methods are chosen.
6.5 Force Majeure
Pampered Camper Gear takes no responsibility for any product damage or shipping delay caused by the act of god, including but not limited to epidemic situations, international situations, strikes, wars, earthquakes, floods, viruses, storms, heavy snow, customs inspections. However, Pampered Camper Gear will let you know by pamperedcampergear@gmail.com.
6.6 Destination Limits
Due to limited international transportation, Pampered Camper Gear will not accept any disputes when your orders are shipped to the following countries:
Brunei, Cambodia, Laos, Vietnam, Andorra, Guernsey, Gibraltar, Greenland, Canary Islands, Iceland, Jersey, Liechtenstein, Monaco, San Marino, Vatican, Bahrain, Kuwait, Afghanistan, Antigua, Anguilla, Albania, Armenia, Angola, Argentina, American Samoa, Aruba, Azerbaijan, Bosnia and Herzegovina, Barbados Bangladesh, Burkina Faso, Burundi, Benin, Bermuda, Bolivia, Bahamas, Bhutan, Botswana, Belarus, Belize, Democratic Republic of the Congo, Central African Republic, Congo, Cote d'Ivoire, Cook Islands, Cameroon, Costa Rica, Cuba, Cape Verde, Djibouti, Dominica, Dominican Republic, Algeria, Ecuador, Eritrea, Ethiopia Fiji Islands, Falkland Islands, Micronesia, Faroe Islands, Gabon, Grenada, Georgia, French Guiana, Ghana, Gambia, Guinea, Guadeloupe, Equatorial Guinea, Guatemala, Guam, Guinea Bissau, Guyana, Honduras, Haiti, Iraq, Iran, Jamaica, Jordan, Kenya, Kyrgyzstan, Kiribati, Comoros, Saint Kitts, North Korea Kosovo, Cayman Islands, Kazakhstan, Lebanon, Saint Lucia, Sri Lanka, Liberia, Lesotho, Libya, Morocco, Moldova, Montenegro, Madagascar, Marshall Islands, Republic of North Macedonia, Mali, Myanmar, Mongolia, Saipan, Martinique, Mauritania, Montserrat, Mauritius, Maldives, Malawi, Mozambique, Namibia New Caledonia, Niger, Nigeria, Nicaragua, Nepal, Nauru, Niue, Oman, Panama, Peru, Tahiti, Papua New Guinea, Pakistan, Palau, Paraguay, Qatar, Réunion, Romania, Serbia, Rwanda, Solomon Islands, Seychelles, Sudan, St. Helena, Sierra Leone, Senegal, Somalia, Suriname, Republic of South Sudan Sao Tome and Principe, El Salvador, Syria, Eswatini, Turks and Caicos Islands, Chad, Togo, Tajikistan, Timor Leste, Turkmenistan, Tunisia, Tonga, Trinidad and Tobago, Tuvalu, Tanzania, Ukraine, Uganda, Uruguay, Uzbekistan, Saint Vincent Island, Venezuela, British Virgin Islands, United States Virgin Islands, Vanuatu Samoa, Bernel, Curacao, Saint Eustacius, Saint Martin, Nevis, Somaliland, Saint Bafulimi, Yemen, Mayotte Island, Zambia, and Zimbabwe.
7. Other
When encountering holidays, COVID-19, abnormal weather, or other situations, the buyer shall contact us through pamperedcampergear@gmail.com.
Pampered Camper Gear will do its best to promptly assist buyers in these extraordinary circumstances. After notifying Pampered Camper Gear, Buyers should expect a decision on these issues within two weeks.
Pampered Camper Gear takes no responsibility for any product damage or shipping delay caused by the act of god, including but not limited to epidemic situations, international situations, strikes, wars, earthquakes, floods, viruses, storms, heavy snow, customs inspections. However, Pampered Camper Gear will let you know by pamperedcampergear@gmail.com.
7.1 Return
Products can be returned to Pampered Camper Gear China warehouses only. However, we do not recommend returning products to our warehouses because international shipping is expensive and takes at least three months to arrive. Most returned products will be lost or damaged during the return process.
a. If you want to return the products, please email Pampered Camper Gear; someone will respond within 1 to 5 business days.
b. Please return the products within 10 days of receiving them and after speaking with someone at Pampered Camper Gear.
7.2 Orders Cancellation
For order cancellation, Pampered Camper Gear offers a full refund before warehouses process products.
a. POD orders cannot be canceled after payment as they are customized.
b. After payment, pre-order inventory orders cannot be canceled as they are unique products and are only available to you.
c. After payment, video and photo orders cannot be canceled as Pampered Camper Gear has planned and prepared for you after payment.
7.3 Deadline for Opening Dispute
You cannot open a dispute if the order status is closed. Unfortunately, your dispute cannot be resolved when tracking information from a third party isn't available
7.4 Unacceptable Disputes
Pampered Camper Gear shall not accept any unreasonable disputes, including but not limited to:
a. The buyer does not like it.
b. The product description is not accurate.
c. Products smell unusual.
d. The buyer ordered the wrong items or SKU.
e. The shipping address was provided incorrectly.
f. Product difference was negotiated in advance.
g. Tracking information deleted by logistics companies or local post offices.
h. In some cases, packages are returned, discarded, or detained because the consignee fails to comply with customs clearance procedures by certain countries' foreign trade policies.
8. Attention
If buyers are unsatisfied with the solution to the after-sale issue of the order, they are responsible for opening a dispute with Pampered Camper Gear to help deal with the after-sale issue.
