BackRoads Returns, Exchanges and Product Defect Policy

We want customers to feel confident shopping at BackRoads. Please review the following policy before making a purchase, particularly when purchasing sale merchandise.

Returns

Regular-priced items purchased in-store may be returned within 14 days of the original purchase date.

Regular-priced items purchased online may be returned within 14 days of delivery.

To be eligible for a return, the item must:

• Be unused and in the same condition in which it was purchased
• Be in its original packaging
• Have all original tags still attached
• Be accompanied by a receipt or other acceptable proof of purchase

Items that have been used, worn, washed, damaged or altered are not eligible for return.

Items without their original tags or packaging may not be returned or refunded.

Returns by Mail

Eligible online purchases may be returned to BackRoads by mail.

Customers are responsible for all return-shipping costs. Please contact BackRoads before mailing a return to confirm that the item is eligible and to receive return instructions.

BackRoads is not responsible for return packages that are lost or damaged during shipping. We recommend using a tracked shipping service.

Original shipping charges are non-refundable unless the return is the result of an error by BackRoads.

Refund Processing

Approved refunds will be issued to the original payment method after the returned item has been received and inspected.

Please allow up to 10 business days for BackRoads to inspect the return and process the refund. Additional processing time may be required by the customer’s bank or financial institution.

Exchanges

Regular-priced items may be exchanged in-store within 14 days of purchase, provided they meet all of the return eligibility requirements listed above.

Online purchases may also be exchanged in-store, subject to product availability.

Sale items are not eligible for exchange.

Sale Items

All sale items are final sale.

Sale items cannot be:

• Returned
• Refunded
• Exchanged
• Submitted under the BackRoads Product Defect Replacement Program

The reduced price of a sale item does not indicate that the product is defective.

Customers are encouraged to confirm the size, fit, colour and product details before completing the purchase of a sale item.

Gift Cards

Gift cards are final sale and cannot be returned, refunded or exchanged.

Discount Codes

Discount codes must be entered and applied before an online order is completed.

Discount codes cannot be applied retroactively after an order has been placed. If the discount code remains active, it may still be used toward a future eligible purchase.

BackRoads Product Defect Replacement Program

BackRoads will consider product defect claims for eligible regular-priced items submitted within 16 weeks of the original purchase date.

This is a product replacement program. It is not an extended return period, fit guarantee, comfort guarantee or satisfaction guarantee.

Requirements

To submit a product defect claim, the customer must provide:

• A receipt or other acceptable proof of purchase
• The product for an in-store inspection, or clear photographs if requested
• Information about how and when the issue occurred

All claims are subject to inspection and approval by BackRoads.

Staff cannot guarantee that an item will qualify as defective before it has been reviewed.

What May Be Considered a Product Defect

A product defect is generally a premature failure in the materials or construction of the product.

Examples may include:

• A failed seam
• Unexpected material separation
• Another premature product failure caused by a manufacturing issue

The age of the product, amount of use and type of use will be considered when reviewing a claim.

What Is Not Considered a Product Defect

The following are not considered product defects:

• Normal wear and tear
• Fit or comfort concerns
• Sizing concerns
• A change in personal preference
• A product no longer meeting the customer’s needs
• Expected deterioration caused by regular use
• Damage caused by accidents or misuse
• Damage caused by improper care, cleaning or storage
• Damage caused by external conditions
• Cosmetic wear that does not affect the function of the product

The Product Defect Replacement Program cannot be used to return an unwanted product or to avoid the final-sale conditions attached to sale merchandise.

Resolution of an Approved Claim

Approved product defect claims will be resolved through replacement rather than refund.

When possible, the product will be replaced with the same item. If the same product is unavailable, BackRoads will determine an appropriate replacement.

BackRoads reserves the right to inspect the product and determine whether the issue qualifies under this program.

Manufacturer Programs and Guarantees

Some manufacturers offer their own trial periods, comfort guarantees, satisfaction guarantees or warranty programs.

These programs are separate from the BackRoads Returns, Exchanges and Product Defect Policy.

BackRoads does not automatically administer manufacturer-specific programs unless this was specifically communicated to the customer at the time of purchase.

Customers wishing to pursue a separate manufacturer program may be required to contact the manufacturer directly.

Manager Review

Questions or unusual circumstances may be referred to store management for review.

A manager review does not guarantee that a return, exchange, replacement or exception will be approved.

Nothing in this policy limits any customer rights that cannot be excluded under applicable law.