Refund policy

1. Overview (Quick Reference)

  • Return Window: 30 days from delivery for Vandaro Road's general policy — but see Section 13 for brand-specific windows, which may be shorter and take precedence for products from that brand.
  • Product Condition Accepted: New (unused, original packaging, tags attached) for change-of-mind returns; any condition for defective or damaged items
  • Return Method: By mail (USPS, UPS, FedEx) for smaller items; large freight items (rooftop tents, truck caps, campers) follow brand-specific freight return procedures — see Section 13
  • Return Shipping Cost: Customer pays for change-of-mind returns; Vandaro Road (operated by GREG ECOM LLC) pays for defective, damaged, or incorrect items — except where a brand-specific policy in Section 13 states otherwise
  • Restocking Fee: 15% for change-of-mind returns under our general policy; brand-specific restocking fees (15–25%) apply instead where noted in Section 13
  • Refund Processing Time: 5 business days after we receive and inspect the returned item
  • Refund Method: Original payment method
  • Exchanges: Accepted for defective, damaged, or incorrect items
  • Important: Several of our brand partners — including OpenRoad, Dirtbox Overland, and Roofnest — do not accept returns on large freight items (rooftop tents, truck caps, canopy campers) once delivered, or charge substantial return freight and restocking costs. Please review Section 13 carefully before ordering large or freight-shipped items.

2. Scope and Intent

This Return and Refund Policy applies to all purchases made through the Vandaro Road (operated by GREG ECOM LLC) website located at https://vandaroroad.com ("Website") and shipped to customers within the United States. Many of the products sold on our Website are sourced from independent brand partners through Shopify Collective (currently OpenRoad, Freespirit Recreation/GoFSR, Dirtbox Overland, and Roofnest). Where a brand partner's own return, refund, or cancellation terms are more restrictive than our general policy below, those brand-specific terms in Section 13 govern for products from that brand.

3. Contact Information

For questions about returns and refunds, please contact our Customer Service team:

Email: support@vandaroroad.com

Phone: +1 (240) 226-1963

Address: 254 Chapman Rd, Ste 208 28529, Newark, DE 19702

Hours: Monday–Saturday, 8:00 AM–5:00 PM (Eastern Time)

4. Return Eligibility

Customers have the right to return products within 30 days of receipt, subject to the conditions outlined below and the brand-specific conditions in Section 13. We accept returns for both defective and non-defective products, except where a brand partner's policy states otherwise (see Section 13).

4.1 Conditions for Return

  • For Non-Defective Returns (Change of Mind): The product must be unused, undamaged, and in the same condition that you received it. It must be in the original packaging, with all labels and tags attached.
  • For Defective or Damaged Returns: Items are accepted regardless of condition. Please provide photos or videos as documentation of the defect or damage.
  • Proof of Purchase: A receipt or proof of purchase is required for all returns.

5. Return Process

5.1 Initiating a Return. Contact Customer Service: Email us at support@vandaroroad.com or call +1 (240) 226-1963 within 30 days of receiving your order (or the shorter window specified in Section 13 for your brand). Provide your order number and a detailed reason for the return. Return Authorization: After reviewing your request, we will provide detailed return instructions and a Return Merchandise Authorization (RMA) number if applicable. Please note that change-of-mind returns are subject to a restocking fee as described in Section 6 and Section 13.

5.2 Preparing Your Return. Package the Item Safely: Securely pack the item in its original packaging with all accessories, manuals, and free gifts included. Include Documentation: Include the return authorization form and any necessary supporting documents or images. Return Label: For change-of-mind returns, you will need to download and print your return label. Providing and paying for the return label is the customer's responsibility. For defective, damaged, or incorrect items, Vandaro Road (operated by GREG ECOM LLC) will provide a prepaid return label, except where a brand-specific policy in Section 13 places that responsibility on the customer.

5.3 Shipping the Return. Method: Return by mail using USPS, UPS, FedEx for standard items; large freight items follow the brand-specific process in Section 13. Use a trackable shipping method. Return Window: Ship the item within 10 days after receiving the return authorization.

6. Return Shipping Costs and Fees

  • Return Shipping Costs (Change of Mind): The customer is responsible for return shipping costs.
  • Return Shipping Costs (Defective, Damaged, or Incorrect Items): Vandaro Road (operated by GREG ECOM LLC) covers return shipping costs, except where Section 13 specifies that the manufacturer handles this directly.
  • Restocking Fees: A 15% restocking fee applies to change-of-mind returns under our general policy. For products from OpenRoad, Freespirit Recreation, Dirtbox Overland, and Roofnest, the brand-specific restocking fee in Section 13 applies instead, and may be as high as 20-25%.

7. Specific Return and Refund Conditions

7.1 Returns Due to Change of Mind (Non-Defective Products). Eligibility: Items must be unused, undamaged, and in original packaging with tags attached. Return request must be made within 30 days of receipt, or the shorter window specified for your brand in Section 13. Refund: A refund will be issued to the original payment method, minus the applicable restocking fee. Return shipping is the customer's responsibility.

7.2 Defective or Damaged Goods. Notification: Contact us within 7 days of delivery for damaged packages, or within 30 days for defects discovered later. Documentation: Provide photos or videos of the defect or damage. Resolution: We will offer a replacement or a full refund where possible. Note that for some brand partners (see Section 13), the manufacturer's remedy for defects is limited to repair or replacement rather than a refund.

7.3 Incorrect Product Received. Notification: Inform us immediately upon receipt. Resolution: We will arrange for the incorrect item to be returned at our expense and ensure you receive the correct product at no additional cost.

7.4 Product Never Arrived. Notification: Contact us if your product does not arrive within the estimated delivery time. Resolution: We will initiate an investigation with the carrier. If the product is confirmed lost, we will offer a full refund or send a replacement product.

7.5 Order Cancellation. Before Shipment: You can cancel your order for a full refund if the cancellation request is received within 24 hours of order placement and before the order has shipped, unless the item is from a brand partner with a stricter cancellation policy (see Section 13 — some brand partners charge a cancellation fee even before shipment, particularly for made-to-order or freight items). After Shipment: If the order has already been shipped, please follow the return process once received. A restocking fee applies to change-of-mind cancellations after shipment.

8. Refunds

8.1 Refund Conditions. Approval: Refunds are issued after we receive and inspect the returned item. Notification: We will notify you via email regarding the approval or rejection of your refund. Condition: Items must meet the return eligibility criteria outlined in Section 4 and Section 13.

8.2 Refund Processing. Method: Refunds will be processed to the original payment method used at the time of purchase. Processing Time: After receiving and inspecting the returned item, the refund processing time is 5 business days. It may take additional time for the refund to appear in your account, depending on your bank or credit card issuer.

8.3 Partial Refunds. Partial refunds may be granted in certain situations: Condition Issues: Items not in original condition, damaged, or missing parts for reasons not due to our error. Late Returns: Items returned more than 30 days after delivery.

9. Exchanges

We accept exchanges. We replace items if they are defective, damaged, or incorrect. To request an exchange, contact us at support@vandaroroad.com. For freight items from certain brand partners, exchanges follow the same process and costs as a return plus a new order — see Section 13.

10. Timelines

  • Return Window: Returns must be reported within 30 days of receiving the product, or the shorter brand-specific window in Section 13 (as short as 10-14 days for some brand partners).
  • Damaged Package Reporting: Within 7 days of delivery.
  • Refund Processing Time: 5 business days after receiving and inspecting the returned item.

11. Legal Rights

This Return and Refund Policy does not affect any statutory rights you may have under applicable law.

12. Questions and Support

Vandaro Road (operated by GREG ECOM LLC)

Phone: +1 (240) 226-1963

Email: support@vandaroroad.com

Business Hours: Monday–Saturday, 8:00 AM–5:00 PM (Eastern Time)

Address: 254 Chapman Rd, Ste 208 28529, Newark, DE 19702

13. Brand-Specific Return, Refund, and Cancellation Terms

Products on our Website are sourced from several independent brand partners. Because each brand manufactures, warehouses, and ships its own products, each has its own return, refund, and cancellation terms, which we pass through to you as our customer. Where a brand's terms below are stricter or different from our general policy in Sections 1–10, the brand-specific terms govern for that product.

13.1 OpenRoad (Truck Caps, Rooftop Tents, Awnings, and Accessories)

  • Non-Quality-Issue Returns: A 20% handling fee applies, and the customer is responsible for return shipping costs.
  • Quality Issues: If a product has a quality issue that affects normal use within 30 days of receipt and cannot be resolved through a standard replacement, a return and refund will be provided.
  • Rooftop Tents — Important: Due to the high cost of freight transportation, OpenRoad does not accept returns of delivered rooftop tents for any reason other than a manufacturing defect. Please confirm truck/vehicle compatibility and desired configuration carefully before ordering.
  • Cancellations: Orders canceled before shipment may be subject to a 3.5% handling fee. Once a tracking number has been generated, cancellations or address changes may incur additional carrier-related fees ranging from $50 to $500 or more, plus the 20% restocking fee where applicable. Shipping fees are non-refundable.
  • Shipping Charges: Shipping costs for OpenRoad products depend on the delivery location. Deliveries to Alaska, Hawaii, Puerto Rico, or other remote/rural areas carry a higher shipping charge (see our Shipping Policy).

13.2 Freespirit Recreation / GoFSR (Rooftop Tents, Awnings, and Accessories)

  • Return Window: 10 business days from delivery.
  • Condition: Items must be uninstalled, unused, and in original, unopened packaging.
  • Restocking Fee: Up to 20% of the total order value.
  • Return Shipping: Customer's responsibility, unless Shipping Protection (Checkout+) was purchased.
  • Order Cancellations: A 3.8% administration and processing fee applies to any order canceled before shipment.
  • Local Pickup Storage Fee: Orders for Colorado warehouse pickup must be collected within 2 business weeks of notification, or a $50 storage fee applies.

13.3 Dirtbox Overland (Roof Top Tents, Awnings, Shower Awnings, and Accessories)

  • Return Window: 14 days from delivery, for eligible non-custom, non-freight items only.
  • Condition: Items must be unused and uninstalled, in original undamaged packaging, with all original components and hardware.
  • Return Costs: A 20% restocking fee plus a 3% (non-refundable) payment processing fee apply. Outbound shipping is not refundable, and return shipping is the customer's responsibility (waived only for in-person returns to Dirtbox's Denver warehouse).
  • Non-Returnable Items: Canopy campers, truck bed toppers, Genesis systems, flatbeds, and drawer systems are not eligible for return under any circumstances, nor are any items requiring a deposit, custom or made-to-order items, clearance items, or apparel/soft goods.
  • Deposits: Non-refundable, non-transferable, and cannot be applied to another order.
  • Modifications Void Returns: Any drilling, cutting, or alteration of a product voids all return, refund, and cancellation rights for that item.
  • Warranty (post-delivery): Limited to repair or replacement of defective parts at Dirtbox Overland's discretion. No refunds are offered once a product has been delivered or installed, and labor costs are never covered.
  • Handling Requirement: Large-format Dirtbox items (canopy campers, toppers, flatbeds) must be handled with a forklift; hand-handling voids the warranty.

13.4 Roofnest (Rooftop Tents, Awnings, and Accessories)

  • Accessories: Returns of new, unused items in original packaging are accepted up to 30 days after the order processing date, subject to a 15% restocking fee. Customer pays return shipping. Some accessories are fulfilled by Roofnest's own partner brands and must be returned directly to that manufacturer.
  • Rooftop Tents: Order cancellations made within the first 24-48 hours (before the warehouse begins preparing the order) may still incur a restocking fee — confirm current terms with Roofnest before cancelling. After the tent has shipped or been delivered, returns of new, unused tents in original packaging are accepted within 30 days, but the customer is responsible for both outbound and return freight shipping (estimated at $800-$1,600 depending on location) plus a $200 restocking fee — meaning a full return can cost the customer close to $1,000 or more.
  • Undeliverable Shipments: If the freight carrier cannot reach the customer to schedule delivery and storage fees begin to accrue, the shipment may be treated as refused, with associated costs passed on to the customer.
  • Returns/Claims Handling: Roofnest requests that all returns and shipping claims for its products be handled directly with Roofnest at shipping@roofnest.com or support@roofnest.com, rather than through Vandaro Road.

Note: Brand partner policies may be updated by the brand at any time without notice to us. We make reasonable efforts to keep this section current, but we recommend contacting our Customer Service team at support@vandaroroad.com to confirm current terms before requesting a return, especially for large or freight-shipped items.

Note: By making a purchase on our Website, you agree to this Return and Refund Policy, including the brand-specific terms in Section 13 applicable to your order.