PRODUCT POLICIES

LIBERTY OUTDOOR RETURN AND REFUND POLICIES

Cancellation Policy

Cancellations are done on a per request basis.  If our Customer Service team is able to stop the order before it ships, it will be cancelled. Please be advised that due to a policy update within our payment processor platform regarding processing fees, upon cancellation of your product we will be forced to deduct 2.9% of the transaction for the item you´d like to cancel. If the order has been shipped before the cancellation request was able to be processed, the order can no longer be cancelled and is now subject to the Refund & Return Policy.

Refund Policy

  • Refunds are only issued on products that are within our Warranty Window Time Frame.  Our Telescoping Flag Pole Kits (20FT or 25FT), LED Solar Flag Pole Lights, Flags and all our LIBERTY OUTDOOR solar lights have a Warranty Window Time Frame of 30 days.
  • The Warranty Window Time Frame begins on the date that the order is delivered. If tracking information does not show a received date, the Warranty Window Time Frame begins 10 days after the order was placed.
  • If the return is approved, the refund will be issued based in the product cost only; it does not apply to the original shipping services. The Customer is responsible for all packaging and shipping required to return the merchandise to the Company. 
  • If the Customer wishes to return an eligible product for a refund, the Customer is required to submit a Return Merchandise Authorization Form and return the product to the Company within the Warranty Window Time Frame. The Company will not accept returns for any reason without a completed RMA form or RMA number. The customer will be expected to provide photos or video as evidence. 
  • The customer will pay the return label fee, this amount will be deducted from the refund amount or store credit.


REFUND FAQ

  1. My product is eligible for refund because I am within the Warranty Window Time Frame, now what do I do?
  • Please submit a warranty claim in a separate email with an ''RMA Claim'' subject line, please fill out the questions below to submit a Claim, when filling out the claim form please use the email address that was used to place the original order. Once the claim has been submitted, a member of our team will get back to you in an email within 2-4 business days with instructions.
  1. Full Name:
  2. Email:
  3. Order No.:
  4. Phone Number:
  5. Shipping Address:
  6. Purchase Date:
  7. Product that your concern is related to:
  8. Reason for Claim:
  9. Product Issue:
  10. Were there any issues with shipping or damage done during transit?
  11. Please provide a photo or video of the issue:
  12. How can we resolve this?
  13. Additional comments or information:

 

  • When filling out the claim please use the email address that was used to place the original order. Our team will get back to you in an email within 1-3 business days with further instructions. 

 

  1. I shipped my product back with my RMA number on it, now what happens?
  • Once your product has been received at our warehouse, we will create a replacement order to the address we have on file for you, or we will issue store credit or a refund as per your request.
  • Once received in our warehouse, please allow some time for processing, as returned items need to be checked, approved, scanned, and uploaded to our return’s platform.

Replacement Policy

  • Replacements are sent for products that have a manufacturer defect or were damaged in transit.
  • To receive a replacement product please submit a warranty claim in a separate email with an ''RMA Claim'' subject line as explained in Question No. 1 of our REFUND FAQ. You will be asked to provide evidence of the manufacturer defect or damage before a Replacement Order is issued.
  • Products replaced by the Company are only eligible for a one- time replacement under any included or extended warranty. 
  • The Company does appreciate when defective product is returned by Customer for research purposes, however returning the product is not required for a Replacement Order to be issued.  Depending on the case, you might be asked to ship back the product for this purpose.
  • Cosmetic damage caused by the customer or overall wear and tear from the use of the product is not eligible for a replacement. 
  • Once your ''RMA Claim'' is received and analyzed, we will send you an email to notify you about the approval, rejection and availability of your exchange.  If the item subject to exchange is no longer available, we may provide the option for store credit.
  • All returns must be authorized by the Company before you send your purchase back to us. Unauthorized items will not generate any return of credit and the products will be returned to the sender.
  • Repeated Returns: We offer a flexible returns policy to make your online shopping experience even easier. The Company reserves the right to refuse to authorize returns from customers returning items repeatedly.

Address Change

Once your order has been placed, Unfortunately, we are unable to make changes to your shipping address. If you discover an error in the address provided, we suggest contacting the carrier directly. They may have the ability to assist you in making the necessary changes. You can find details about the specific carrier assigned to your order in the shipment confirmation email.

Product Warranties

  • The Company offers a warranty for defective items, as long as the purchase is within the Warranty Window Time Frame of 30 days. The Warranty Window Time Frame begins on the date that the order is received. If tracking information does not show a received date, the Warranty Window Time Frame begins 10 days after the order was placed.
  • Our limited warranty covers the item´s structural integrity but not damages caused by general wear and tear. Ancillary items such as rope, top hat, flags, cleats and PVC sleeves may wear due to weather and other exposures and are not covered under the warranty.
  • Scratching and potential dents caused by general wear and tear are not covered under this warranty.
  • Damages caused by customer mishandling, manual arrangements, wrong assembly, etc. are not covered under this warranty.

 

  • Warranty: If you purchased a One Year Warranty with your order or purchase a One Year Warranty within 7 days of receiving your order, you will be covered within one year from the date the product was shipped.
  • Cosmetic damage caused by the customer or overall wear and tear from the use of the product is not covered under the Company Warranty Policies.
  • For further details on these Warranties, please contact care@libertyoutdoor.com to obtain further details.

Liberty Outdoor Universal Policy:

 - Money Back Guarantee:

  • 30 days from date of arrival to send the product back to the Company
  • Shipping is non-refundable

 - Extended Warranty: None

 - Defective or Damaged in Transit: The Company will replace any missing pieces or send out a one- time replacement after an RMA has been submitted an approved.

 - This policy covers all products not included in any other policies.

 - The Company retains the right to update its policies anytime for any reason.