If you’ve bought something from Rough Country and it’s not quite right, understanding the Rough Country return policy is your first step. This guide will walk you through everything you need to know to make a return or exchange smoothly and quickly.
We’ll cover the time limits, condition rules, and step-by-step instructions. You’ll also learn about exceptions for special items and how to handle refunds. Our goal is to make this process clear and stress-free for you.
Rough Country Return Policy
The core of the Rough Country return policy is designed to be straightforward. You have 30 days from the date you receive your item to initiate a return for a refund or exchange. The item must be in its original, unused condition, with all packaging and hardware included.
It’s important to start the process as soon as you know you want to send something back. The 30-day window can go by faster than you think, especially if you’re waiting for a weekend to install a part. Always check your order confirmation email for your official delivery date.
What Items Are Eligible for Return?
Most items you purchase directly from Rough Country’s website are eligible for return under the standard policy. This includes:
- New suspension kits and components
- Light bars and off-road lighting
- Winches and mounting accessories
- Interior accessories (floor mats, seat covers)
- Exterior accessories (bumpers, steps, tire carriers)
- Apparel and merchandise (unworn, with tags)
What Items Are NOT Eligible for Return?
For safety, hygiene, and practical reasons, some items cannot be returned once they are shipped. You should be very sure about these purchases before completing your order.
- Opened Electrical Items: This includes any lighting product (LED lights, light bars, wiring harnesses) where the seal is broken or the product has been installed.
- Special Order/Custom Items: Any product made or modified specifically for your order cannot be returned.
- Opened Software or Digital Products: Once accessed, these are non-returnable.
- Used or Installed Parts: Any item showing signs of installation, wear, or damage is not eligible.
- Clearance or Final Sale Items: These are typically marked as non-returnable at the time of purchase.
Condition Requirements: “Like New” is a Must
The condition of your return is critical. To be accepted, the item must look and be exactly as it arrived to you. Here’s what that means:
- All original packaging must be intact and used for the return. This includes boxes, foam inserts, and plastic bags.
- All parts, hardware, bolts, instructions, and warranty cards must be included. Don’t loose any of the small pieces.
- The product itself cannot have any scratches, marks, dirt, or signs of mounting or test-fitting.
If a product arrives damaged or defective, that’s a different situation. You should contact Rough Country Customer Service immediately for a replacement or repair under warranty, not the standard return policy.
Step-by-Step Return Process
Following these steps in order is the best way to ensure your return is processed without delays.
Step 1: Initiate Your Return Online
Do not ship anything back without authorization. First, go to the Rough Country website and find the “Returns & Exchanges” page, often linked in the footer. You will need your order number and the email address used for the purchase. Fill out the return request form, selecting the items and reason for return.
Step 2: Receive Your RMA & Instructions
Once approved, Rough Country will issue you a Return Merchandise Authorization (RMA) number via email. This number is crucial. You must write it clearly on the outside of the return box. The email will also contain the return shipping address and any other specific instructions.
Step 3: Pack the Item Securely
Repack the item using all its original packaging. Double-check that every single component is inside. Seal the box securely. Write or attach the RMA number prominently on the outside. Do not put tape over the original product labels or barcodes on the box.
Step 4: Ship the Package
Take the package to your chosen carrier. We recommend using a trackable service like UPS or FedEx and purchasing shipping insurance for high-value items. Keep your tracking number safe—you’ll use it to monitor the return’s progress.
Step 5: Wait for Processing
After Rough Country receives your return, their warehouse team will inspect it. This process can take 5-10 business days. Once the inspection is complete and the return is approved, your refund or exchange will be processed.
Understanding Restocking Fees
One of the most important aspects of the Rough Country return policy is the restocking fee. This is a percentage deducted from your refund to cover the cost of processing the return and restocking the item.
- The standard restocking fee is 20% of the product’s purchase price.
- For large or heavy items (like full suspension systems or bumpers), the fee may be higher, sometimes up to 30%, due to increased handling and shipping costs.
- The restocking fee is applied after the return is inspected and approved.
This fee is why it’s so important to be certain about your purchase, especially for big-ticket items. Always measure twice and order once, as the saying goes.
Refund Timeline and Method
Once your return is approved, when and how will you get your money back?
- Timeline: Refunds are typically issued within 7-10 business days after the return is received and inspected. The total time from the day you ship to the day you see the refund can be 2-3 weeks.
- Method: Refunds are issued to the original form of payment. If you paid by credit card, it goes back to that card. If you used a gift card, a new gift card will be issued. Processing times on the bank’s side can add an additional 3-5 business days before the credit appears on your statement.
Exchange Process
If you need a different size, color, or part, an exchange is often the best route. The process is similar to a return, but you must specify you want an exchange when initiating the request. Key points:
- You are still responsible for the return shipping costs on the original item.
- You may also be responsible for any price difference and additional shipping costs for the new item.
- The restocking fee may still apply to the returned item.
- Wait until you receive confirmation that your return is received before expecting the new item to ship.
Return Shipping Costs: Who Pays?
In most cases, the customer is responsible for paying the cost to ship the item back to Rough Country. This is a standard practice for many online retailers. The cost will vary based on the size, weight, and your location.
The exception is if you received a defective or incorrect item. In those cases, contact customer service first. They will often provide a prepaid return shipping label at their expense. Never assume shipping is covered—always check your return authorization email for details.
Warranty Claims vs. Returns
It’s crucial to distinguish between a return and a warranty claim. They are handled by different processes.
- Return Policy: For when you change your mind, ordered wrong, or no longer need an unused item. Time-bound (30 days).
- Warranty Claim: For when a product fails or is defective after installation and use. Rough Country offers limited lifetime warranties on many products. This process involves contacting their warranty department, not initiating a standard return.
If your installed shock absorber starts leaking after 6 months, that’s a warranty issue, not a return.
Tips for a Hassle-Free Return Experience
Follow these tips to make sure your return goes as smoothly as possible.
- Document Everything: Take photos or a video of the product as you pack it, showing its condition and that all parts are included. This can be helpful if there’s a dispute.
- Save All Paperwork: Keep your RMA email, tracking number, and shipping receipt until the refund is fully complete.
- Insure High-Value Shipments: For expensive suspension kits or bumpers, the few dollars for insurance is worth the peace of mind.
- Be Patient but Proactive: Allow time for processing, but if your tracking shows delivered and you hear nothing for 10 business days, follow up politely with customer service and your RMA number ready.
International and Third-Party Purchases
If you purchased from a Rough Country authorized dealer or a third-party website (like Amazon, eBay, or a local off-road shop), you must handle returns through that seller. Their return policies and timeframes will be different.
For international orders outside the United States and Canada, return shipping costs can be very high and are always the customer’s responsibility. You may also be responsible for any import duties or taxes, which are typically non-refundable. Always contact customer service before attempting an international return.
Frequently Asked Questions (FAQ)
How long is the Rough Country return period?
You have 30 days from the delivery date to start a return for most items.
Does Rough Country charge a restocking fee?
Yes, a 20% restocking fee is standard, but it can be higher for large, heavy items like suspension systems.
Can I return an item I already installed on my truck?
No. Once a part is installed or shows signs of use, it is not eligible for a return under the standard policy. It may be covered under warranty if it’s defective.
How do I start a Rough Country return?
You must start online through their website’s Returns Center to get an RMA number. Do not ship items back without this authorization.
Who pays for return shipping to Rough Country?
The customer is responsible for return shipping costs, unless the item was sent incorrectly or was defective upon arrival.
How long does a Rough Country refund take?
After they receive and inspect your return, please allow 7-10 business days for the refund to be processed, plus additional time for your bank to post it.
Are Rough Country lift kits returnable?
Yes, if they are unopened and in original packaging. Opened or installed kits are subject to a higher restocking fee and may not be accepted if any seals are broken.
What if my Rough Country product is broken when it arrives?
Contact Customer Service immediately with photos of the damage and your order number. Do not use the standard return process for damaged items.
Understanding the Rough Country return policy before you buy can save you time and money. The key takeaways are the 30-day window, the importance of keeping items new and uninstalled, and being prepared for a restocking fee and return shipping costs. By following the official steps and keeping your items in perfect condition, you can navigate a return without any major issues. Always double-check your vehicle fitment and order details to avoid the need for a return in the first place.