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Warranty & Return & Refund Policy
Warranty Policy
9500lb~13000lb winch:
The following are covered by the warranty:
OPENROAD offers a three-year motor warranty and a permanent mechanical warranty from the date the package is delivered to the customer.
FYI, all defects caused by the winch itself, such as motor not working, remote control not working, clutch cracked, unable to start, etc., are covered under warranty. We will replace defective parts with functionally equivalent parts that are equivalent in performance and reliability to the original parts. However, please note that we currently do not have offline repair shops, and you need to replace the parts yourself.
include:
①Motor
② Remote control set
③Clutch set
④Control box set
Please note that your photo or test video is necessary for us to arrange replacement parts within the warranty period.
The following are not covered by the warranty:
① Warranty does not cover easily damaged parts: such as winch rope.
②The warranty does not cover damage caused by the customer himself, such as violence, modification, unauthorized repair and damage not carried out in accordance with the instructions in the user manual, damage caused by negligence, including long-term use, or damage caused by other abuse.
③ OPENROAD does not support any transaction and resale of winches. Warranty applies to original purchaser only. Used is not covered under warranty.
④The warranty does not include re-sending a new winch, we only provide replacement of damaged parts.
3500lb~6000lb winches:
The warranty covers the following:
OPENROAD provides lifetime technical support and one-year limited warranty from the date the package is delivered to the customer.
For reference only, all failures caused by the winch itself, such as the motor does not turn, the remote control does not work, the clutch breaks, cannot start, etc., are covered by the warranty. We will replace defective parts with functionally equivalent parts equivalent in performance and reliability to the original part. But please note that we currently do not have an offline repair shop, you will need to replace the parts yourself.
include:
①Motor
② Remote control device
③Clutch group
④ Relay
Please note that your photo or test video is necessary for us to arrange replacement parts during the warranty period.
The following conditions are not covered by the warranty:
① Warranty does not cover vulnerable parts: such as winch rope.
②The scope of warranty does not cover damages caused by the customer's own reasons, such as violence, modification, unauthorized repairs and damages not carried out in accordance with the instructions in the user manual, damages caused by negligence, including long-term use, or caused by the following reasons Damage other abuse.
③ Open Road does not support the transaction and resale of any winches. Warranty applies to original purchaser only. Used ones are not covered under warranty.
④Warranty does not include resending a new winch, we only provide replacement for damaged parts.
Other products:
Other products in this store are consumable and fragile products, and the warranty time is 30 days after arrival.
For reference only, all defects caused by the product itself, resulting in unusability, are covered by the warranty. But please note that the warranty time is 30 days after arrival, please check the product for defects within 30 days.
Please note that your photo is necessary for us to provide warranty service.
return policy
Returns for quality problems:
FREE RETURNS: Customer receives the item and rejects the package due to severe shipping damage (functionality affects usage), or contact customer service for missing and severely damaged parts or other quality-related issues. Our customer service team will help arrange a replacement, or return it for free.
In order for us to better understand the problem and solve it effectively, photos and/or video are needed as evidence.
*Definition of severely damaged items: The main structure of the product is obviously deformed, affecting its normal function in any form.
Note: The following situations are considered normal and do not apply to the free return policy:
- A) The outer packaging is slightly damaged.
- B) There are slight scratches or paint peeling on the product.
- C) Damage to parts or consumables after overuse.
- D) Damage to parts or wearing parts after using for a certain period of time or a certain number of times.
Returns for non-quality problems:
Please note that customers can request a return within 30 days of receiving the product. A 20% processing fee will be charged (which includes our packing fee and shipping charges for shipments to the customer), and the customer will also be responsible for shipping back to the warehouse.
To be eligible for a return, the item must be unused, free from dirt, dust or any fragrance, and in the same packaging and condition as you received it.
Please note that returns are not accepted after 30 days.
Refund Policy
Once the returned product has been received by our warehouse and checked to confirm that it complies with our return conditions, we will deduct any applicable fees and send the remaining refund according to the customer's original payment method.
Customers are encouraged to check with their credit card company and/or bank if the refund has not been credited to the account two days after it was issued. Delays may occur due to different procedures for transferring funds from different financial institutions. If the customer has not received a refund after ten business days, please contact us at info@openroad4wd.com.
cancel your order
Within 24 hours of ordering, you can request to cancel your order.
If you would like to cancel your order, please contact our customer support team via live chat on our webpage, or email info@openroad4wd.com with your order number and order email.
Orders will be refunded within 7 business days of receipt of your cancellation request.
PayPal only: If any order is cancelled before shipping, PayPal will charge an 8% processing fee if paid through PayPal (8% processing fee is charged by PayPal, OPENROAD does not charge any fee), and the customer can only get a portion of the total order price 92% refund.
