Returns & Refunds Policy
Effective Date: 10/20/2000
Legal Entity: Intelligent Designs 2000 Corporation
Brand: GOBI Racks USA
Contact: customerservice@gobiracks.com

Overview

GOBI Roof Racks and accessories are customized based on your selections when you place your order. All sales are final unless GOBI Racks makes an error, due to the customization process and the size, freight handling, and production workflow of our products.

This Returns & Refunds Policy explains when returns are accepted, how to report an issue, and what exceptions may apply.

All Sales Are Final

Once an order is submitted:

  • It cannot be cancelled
  • It may be modified; the customer must call GOBI racks to make the request 
  • It cannot be refunded

This applies to all products, including:

  • Roof racks
  • Ladders
  • Accessories
  • Hardware kits
  • Custom or special-order configurations

When Returns Are Accepted

Returns are ONLY accepted if GOBI Racks shipped the incorrect item.

A return is eligible only when:

  • The product received does NOT match the order placed
  • GOBI Racks verifies the discrepancy.
  • The product is unused
  • The product was returned in its original packaging.

Once verified:

  • GOBI Racks will correct the order
  • Replacement items will be shipped at no cost

The incorrect item must be returned before the replacement is issued.

Non-Returnable Items

The following items are NOT eligible for return under any circumstances:

  • Custom builds
  • Any item customized at the customer’s selection
  • Installed, mounted, or used products
  • Items damaged due to improper installation
  • Items damaged by vehicle modifications
  • Clearance or final-sale items
  • Freight shipments not claimed within the required timeframe

Freight Shipment Issues

Incorrect Item Received

If you receive an incorrect freight shipment:

  1. Do not reject delivery
  2. Note any concerns on the Bill of Lading
  3. Contact us within 24 hours at:
    📩 customerservice@gobiracks.com

Visible Damage (at delivery)

Inspect the freight immediately before signing.
If damage is visible:

  • Take photos
  • Damage MUST be noted on the driver’s paperwork
  • Contact us within 24 hours

Hidden Damage

For concealed damage discovered after delivery:

  • Notify us within 72 hours
  • Provide photos and documentation

Abandoned Freight Orders

If the customer does not respond to freight scheduling calls/emails or does not coordinate delivery:

  • Storage fees may apply after 2 weeks
  • After 15 days, the order is considered abandoned

By placing an order with GOBI Racks, the customer agrees that abandoned orders:

  • Are not eligible for refunds
  • Are not eligible for replacements
  • Are not eligible for credit card disputes or chargebacks

All storage, re-delivery, and return-to-sender freight charges are the customer’s responsibility.

Refund Exceptions

Refunds are only issued under the following conditions:

  • GOBI Racks shipped the incorrect product AND
  • The incorrect product is returned unused in original packaging AND
  • GOBI Racks approves the return in writing

If an exception is granted:

  • Refunds are issued to the original payment method
  • Shipping costs are non-refundable
  • Inspection of the returned item is required before issuing a refund

GOBI Racks reserves the right to refuse returns that do not meet these criteria.

Returning an Approved Item

If your return is approved:

  • You will receive instructions via email
  • A Return Authorization Number (RA#) may be provided
  • Items returned without approval will be rejected

The customer is responsible for packaging the product securely to avoid damage during transit.

Chargebacks & Disputes

By placing an order with GOBI Racks, the customer acknowledges that:

  • Custom products are non-refundable
  • Freight shipments require customer coordination
  • Abandoned freight orders cannot be disputed
  • Incorrect installation does not qualify for refunds
  • All shipping fees, storage fees, and re-delivery fees are final

Unauthorized disputes filed with a bank or credit card issuer will be considered a violation of this policy.

Contact Us

For return questions or to report an incorrect shipment:
📩 customerservice@gobiracks.com
📍 14509 E 33rd Place, Unit E, Aurora, CO 80011
📞 720-479-9372