Defective Equipment Exchanges
In the rare case you have received defective equipment (or if your item has quickly malfunctioned) within first 30 days of receiving it: contact us first right away and we will troubleshoot the problem with you.
It's very important that you carefully try all measures necessary in order to determine whether the product is defective or simply not meeting your expectations. We reserve the right to charge a minimum 15% re-stocking fee for replacement shipping & administrative expenses if we discover the "defective" returned items to be in proper working order.
Once we have confirmed your item is indeed defective we will send out your replacement item promptly. We will ship out a replacement product to you at no charge as soon as possible typically within three to five business days. If the item has gone out-of-stock since your initial order, the wait may be significantly longer until the item(s) return to HeadRoom stock.
You will need to return the defective item to HeadRoom. Your replacement equipment will include a short RMA postcard to complete and a pre-paid peel-off FedEx return shipping label enclosed. IMPORTANT: Fill in the invoice # of your HeadRoom order on the card (if not available then include your full name), place your defective item in the box (using proper packing materials!), remove the old shipping label, attach the new return shipping label, and ship the item to HeadRoom to be received here at our Bozeman Montana USA offices within 2 weeks.
If we have not received the product after 3 weeks we will charge your credit card the amount of the defective item. Please understand that we enforce this policy as an incentive for customers to get defective equipment back to us immediately. If you are returning your equipment late and we have already charged your credit card, upon receipt of the equipment we will refund your credit card LESS A 15% RE-STOCKING FEE.