Returns and RMAs

This page explains how a QualGear return works, start to finish: what to have ready, how an RMA works, how to pack a return, who pays the return shipping, and what to do when something goes wrong. It is a guide to the process.

The terms themselves — the return window, what qualifies, what is deducted and what is not refundable — are in the QualGear refund policy, and that policy governs. Where this guide and the policy differ, the policy is correct.

Start here: which route do you need?

Four different situations get four different routes. Picking the right one first saves the most time.

Your situation	Where to go
The item is fine, but you want to send it back	A standard return — start at "How to request an RMA" below
It arrived damaged, short, or wrong	A shipping issue, not a return — see "Damaged, missing or wrong on arrival". The reporting windows are short
It worked, then it failed	A warranty claim — see the QualGear warranty page for the warranty period that applies and how to open a warranty claim
It is an indoor golf item	Fulfilled by our golf specialist partner — see "Indoor golf items" below. Start with us; do not ship it anywhere yet
You bought it somewhere else	Return it to the seller you bought it from — see "Bought from another seller"

If you are not sure which one you have, email us and describe what happened. We will tell you which route applies.

How to request an RMA

Every return needs a Return Merchandise Authorization (RMA) before anything ships back. Requesting one takes a single email or call.

Have this ready before you contact us

Your name and contact information
Your order number
The product model or SKU, and the quantity
The reason for the return, in your own words
Photographs, if the reason is condition-related — we may ask for them anyway, so sending them first usually saves a round trip

Proof of purchase — which one applies to you

Ordered on store.qualgear.com: your order number is enough. Nothing else to find.
Ordered on another store or marketplace, but sold by QualGear: send a copy of the order or invoice.
Sold by someone other than QualGear: the return goes through that seller, not through us. See "Bought from another seller".

The steps

You contact us. Email support@qualgear.com or call +1 972-423-5015, Monday through Friday, 9:00 a.m. to 5:00 p.m. Central Time. Our support team is in Anna, Texas.
We review the request and, where we can, tell you at this point whether a restocking fee or a condition deduction is likely and what it would be based on. Some condition questions cannot be answered until the item is in front of us.
We issue the RMA and written return instructions. The instructions tell you where to send it and what to enclose. Wait for them. A return that ships before the instructions arrive is the single most common way a return goes wrong.
You pack and ship it — see "Packing a return" below — using a trackable service.
We receive and inspect it. Inspection is what decides the outcome, not the RMA.
We issue any approved refund to the original payment method. If that method is no longer available, we will agree another lawful method or an account credit with you.

What an RMA is — and what it is not

An RMA is permission to send something back, and a way for us to recognise it when it arrives. It tells our returns desk that a specific item from a specific order is expected, so the package is opened, matched to you, and inspected rather than treated as an unidentified delivery.

An RMA is not an approved refund. Issuing one does not decide whether the return is refundable, or for how much. That is settled after inspection. This is the point people are most often surprised by, so it is worth saying plainly: an RMA in hand means "send it", not "you will be refunded in full".

An RMA is also not open-ended. The written instructions we send with it tell you the period they cover. A package that arrives outside that period, or at an address the instructions did not give, is handled as an unauthorized return.

Packing a return

Condition on arrival is what the inspection looks at, and packaging is the part of it you control completely.

What we look for when the box is opened

Everything is in the box. Mounting hardware, brackets, adapters, cables, accessories, manuals, wall-marking templates, hardware packs and the protective packaging — all of it. A missing hardware pack is the most common single reason a refund is reduced.
The product is unmodified. Not drilled, cut, painted, relabelled or altered.
It is uninstalled, or was removed carefully. Marks from installation are visible and they are assessed.
It is in its original product box, and that box is intact — not written on, taped over, or used as the outer shipping carton where the product came inside a second box.
The approved RMA paperwork is enclosed. Put a copy inside the box.

Practical packing notes

Match the packaging to the product's weight and shape. A heavy mount in a thin carton will arrive damaged, and damage in return transit is assessed against the return.
Use a trackable service, and keep the tracking number until the refund is settled. Until the return reaches us, the risk of loss in transit is yours — tracking is what protects you.
Photograph the packed box before it goes. It takes ten seconds and it settles most disputes about how something was sent.
If we supplied the return label, its cost may come out of the refund where the return is yours to pay for. That is not a penalty; it is the shipping cost moving to the party the policy puts it on.

What incomplete, modified, damaged or badly packed merchandise means for the refund is set out in the refund policy.

Who pays the return shipping

Short version: we pay when the problem was ours; you pay when it was not. The policy states this as a rule; here is how it lands in the common cases.

Situation	Who pays to ship it back
We sent the wrong item, or shipped it incorrectly	QualGear
We confirm a covered product issue	QualGear
You changed your mind, or the item does not suit the application	You
The item does not fit the equipment it was bought for	You — check the fit before ordering; our support team will help you check
Damage in transit on the way to you	Neither, at first — this is a carrier claim, not a return. See below
An indoor golf item	Set by our golf specialist partner's return process — we will tell you when we route your request

Original outbound shipping, freight charges and accessorial charges are treated separately from the purchase price. The refund policy lists what is and is not refundable.

Damaged, missing or wrong on arrival

This is not a return, and the time limits are much shorter. Transit damage is handled as a carrier claim, separately from a product defect. Reporting it inside the window preserves the claim; it does not by itself decide it, because carrier liability is assessed after evaluation.

The windows

How it shipped	What to do	By when
Freight or LTL — damage you can see	Describe it specifically on the carrier's delivery receipt, and photograph it	Before you sign
Freight or LTL — damage found after unpacking	Report it to us and to the carrier	5 business days from delivery
Small parcel (UPS, FedEx, USPS)	Report it to us	14 calendar days from delivery

The freight window runs from the delivery date, not from the day the carton was opened. If a pallet is going to sit for a while before anyone opens it, open one carton on delivery day.

At a freight delivery, before you sign

Count the handling units against the paperwork.
Look at the pallet, cartons, wrapping, bands and whatever you can see of the product — punctures, crush damage, wetness, broken bands, a pallet that has been rewrapped.
Write what you found on the carrier's delivery receipt, specifically. "Carton 2 crushed on one corner" is a usable record; "damaged" is weaker, and signing "subject to inspection" on its own may not preserve a freight claim at all.
Photograph it before it comes off the truck.

Whatever the shipment class

Do not install a damaged or incorrect product.
Photograph the carton, the shipping label, the protective materials and the product itself.
Keep everything — product, carton, pallet, labels, packing materials, delivery paperwork — until we or the carrier confirm it is no longer needed. Discarding packaging early is what most often ends a claim.
Send us the order number, the model or SKU, the quantity received, the photographs and a description of what you found.

If a package never arrived, or went to the wrong address

Tell us and we can open a carrier trace or claim. Carriers run their own process for this and it needs your cooperation — that can mean a written statement, a police report, checking with neighbours or the building, or answering a loss-prevention enquiry. A replacement or refund can be held while a carrier investigation is open. That wait is the carrier's, not a change in what you are owed.

Indoor golf items

Some indoor golf products on this store are fulfilled by our golf specialist partner. You can tell which ones: there is a fulfillment disclosure on the product page, and it is there before you buy.

What stays with QualGear: your order, your payment and your order emails.
What does not: returns, exchanges and warranty. Those run under the partner's own return process and under their product warranty, as summarised in the disclosure on the product page.
What you do: start with us. Email support@qualgear.com or call +1 972-423-5015 and we route the request to the partner.
What you must not do: ship a partner-fulfilled item anywhere before you have routing instructions. It will not reach the right place.

Some partner-fulfilled items are marked final sale on their product page and cannot be returned. Your nonwaivable legal rights are unaffected either way.

Bought from another seller

If a QualGear product was sold to you by an independent retailer, distributor, reseller or marketplace seller — on Amazon, Walmart, Home Depot, DigiKey or anywhere else — the return and the purchase-price refund go through that seller, under their return policy. We cannot refund a purchase we did not take payment for.

We can still help with the product itself. With valid proof of purchase we will answer product and installation questions, answer questions about the warranty period that applies, and handle replacement-part requests, whoever sold it.

If the order was placed on another store or marketplace but QualGear was the seller, that is one of ours — send us a copy of the order or invoice and the RMA process above applies.

Not sure who sold it to you? Contact us and we will work it out and point you the right way.

How long things take

Some of this is fixed and some of it genuinely depends on the item.

The return window is 30 days from the date of purchase — the purchase date, not the delivery date. On a freight order with two weeks in transit, that is worth knowing on day one. Unpack and check the item when it arrives rather than when you are ready to install it.
Support hours are Monday through Friday, 9:00 a.m. to 5:00 p.m. Central Time, closed on major U.S. holidays. A request sent Friday evening is picked up Monday.
Approved replacement parts that are in stock are generally processed for shipment within 3 to 5 business days after approval.
Refund timing after we receive a return depends on the inspection, your payment provider, your bank, any open carrier claim and any documentation still outstanding. We do not publish a single figure for it because those five things vary; ask us when your return is received and we will tell you where it is.

When a return goes wrong

Four situations account for nearly all of it.

It shipped without an RMA, or after the period the instructions gave. It may be refused, held, sent back to you, or accepted with additional handling, storage, freight, refurbishment, missing-part or restocking charges applied. Contact us as soon as you realise — an unauthorized return that we know about is easier to sort out than one that turns up unannounced.
It went to the wrong address, or freight collect. Same outcome. The written instructions carry the correct address for a reason; a QualGear address you have seen elsewhere is not necessarily the returns address.
The refund is smaller than expected. That is an inspection outcome — missing components, condition, packaging, or a restocking deduction. Ask us what was found. Where the assessment is condition-based we can show you what we saw.
It has gone quiet. Reply on the same email thread, or call and quote the RMA number. Chasing on a new thread is slower, because the history is on the first one.

If you disagree with an outcome, say so in writing to support@qualgear.com with the RMA number. A person reviews it.

Where an approved return is sent

Your written RMA instructions carry the address to use, and they are what to follow. Where you are shipping on your own carrier account, approved returns are addressed to:

QualGear LLC
Attn: Returns Department
820 S. Central Expressway
Anna, TX 75409
United States

Enclose a copy of the approved RMA inside the box.

Questions

Email support@qualgear.com or call +1 972-423-5015, Monday through Friday, 9:00 a.m. to 5:00 p.m. Central Time. Closed on major U.S. holidays.

The binding terms are in the QualGear refund policy; warranty coverage and warranty periods are on the QualGear warranty page; shipping and delivery detail is on the shipping information page.