Refund policy

Return and Refund Policy

Last updated: October 3, 2026

Thank you for shopping with Odyssey Field Supply. We want you to be satisfied with your purchase and have a clear understanding of how returns, exchanges, replacements, and refunds are handled.

This Return and Refund Policy applies to purchases made through our online store. By placing an order, you agree to the terms described below.

Return Eligibility

Most eligible items may be returned within 30 calendar days from the date of delivery.

To qualify for a return, the item must:

Be in new, unused, and resalable condition.
Be returned with all original components, accessories, manuals, inserts, and packaging.
Show no signs of installation, field use, wear, damage, modification, alteration, or misuse.
Include any included cases, straps, mounting hardware, batteries, chargers, cables, adapters, or other accessories.
Be accompanied by valid proof of purchase from our store.

We reserve the right to decline a return or reduce the refund amount if the returned product is incomplete, damaged, used beyond what is reasonably necessary to inspect it, or returned in a condition that prevents it from being resold as new.

Return Authorization

Before returning any product, please contact us to request return authorization.

Please include:

Your full name.
Order number.
Product being returned.
Reason for the return.
Photos of the product and packaging when applicable.

Returns sent without prior authorization may experience delays and may be refused.

Once your return request is approved, we will provide return instructions and, where applicable, a return address.

Please do not send products to any address listed on a shipping label or company website unless specifically instructed to do so as part of the return process.

Return Shipping

Unless the product arrived defective, damaged, incorrect, or was shipped as the result of an error on our part, the customer is generally responsible for return shipping costs.

We strongly recommend using:

A trackable shipping service.
Proper protective packaging.
Shipping insurance for higher-value items.

We are not responsible for return packages that are lost, stolen, misdirected, or damaged in transit before reaching our return facility.

Original shipping and delivery charges are generally non-refundable unless the return is caused by an error on our part.

Damaged Products

Please inspect your order as soon as possible after delivery.

If a product arrives damaged, please contact us promptly and provide:

Your order number.
Photos of the damaged item.
Photos of the shipping carton.
Photos of any damaged internal packaging.
A brief description of the issue.

Claims involving shipping damage should preferably be submitted within 7 days of delivery so that we can properly investigate the matter with the carrier.

Depending on the circumstances, we may provide:

A replacement.
A replacement component.
Store credit.
A refund.

Please retain all original packaging until the claim has been resolved.

Defective Products

If an item appears defective upon receipt or develops a manufacturing-related issue shortly after delivery, contact us with a description of the problem.

We may request photographs, videos, serial information, or other reasonable details to help determine whether the product is defective.

If we confirm that an eligible product is defective, we may provide a replacement, refund, store credit, or other appropriate resolution.

Damage caused by misuse, improper installation, accidents, modification, excessive force, neglect, environmental exposure beyond the product's intended specifications, or normal wear and tear is not considered a manufacturing defect.

Incorrect Items

If you receive an item different from the product you ordered, please contact us as soon as possible.

Do not use or modify the incorrect product.

Once the issue is confirmed, we will provide instructions for returning the incorrect item and will arrange an appropriate replacement or refund.

Return shipping costs for confirmed fulfillment errors will be covered by us.

Missing Items or Components

If your order arrives with a product, accessory, or component missing, please contact us promptly.

We may ask you to provide photographs of:

The shipping box.
Packing materials.
Items received.
Shipping label.

Once verified, we may ship the missing component or provide another appropriate resolution.

Refund Processing

After your returned item arrives, it will be inspected before a refund is approved.

If the return meets the requirements of this policy, the refund will normally be issued to the original payment method used for the purchase.

Please allow approximately 3–10 business days after the return has been inspected and approved for us to initiate the refund.

After a refund is issued, your bank, card issuer, payment processor, or financial institution may require additional time to post the credit to your account.

We do not control the processing times of banks or payment providers.

Refund Amount

For an approved standard return, the refund generally includes the purchase price of the eligible returned product.

Unless otherwise required or expressly stated:

Original shipping charges are non-refundable.
Expedited shipping charges are non-refundable.
Return shipping costs are non-refundable.
Optional shipping insurance or delivery-related service charges may be non-refundable.

Taxes associated with a refunded product will be handled according to applicable tax rules and the transaction records maintained through our payment platform.

Partial Refunds

A partial refund may be issued when a returned product:

Is missing original components or accessories.
Has damaged packaging.
Shows signs of use.
Has been improperly packaged for return.
Has cosmetic damage that occurred after delivery.
Cannot reasonably be resold as new.
Is otherwise returned outside the condition required by this policy.

The amount deducted will depend on the condition of the returned product and the reduction in its resale value.

Restocking Fees

Most standard eligible returns are not subject to a restocking fee when returned in new, unused, complete, and resalable condition.

However, a reasonable restocking or refurbishment deduction may apply to certain returns involving:

Opened specialty equipment.
Missing packaging or accessories.
Products requiring inspection, repackaging, or refurbishment.
Large or unusually costly-to-ship products.
Items returned outside the normal requirements of this policy but accepted as an exception.

If a specific product is subject to a special return condition or restocking fee, we will attempt to make that information available before the return is completed.

Exchanges

We may offer exchanges for eligible products when inventory is available.

For the fastest service, we may ask you to return the original item and place a separate order for the replacement product.

Any price difference between the original and replacement product may need to be paid separately.

If the replacement product costs less than the original product, any approved difference will be refunded according to this policy.

Order Cancellations

If you need to cancel an order, contact us as quickly as possible.

We will attempt to accommodate cancellation requests when the order has not yet entered processing or shipment.

However, cancellation is not guaranteed.

Once an order has been shipped, it generally cannot be canceled. You may instead request a return after delivery, subject to this policy.

Address Errors and Undeliverable Packages

Customers are responsible for providing a complete and accurate shipping address.

If an order is returned to us because of:

An incorrect address.
An incomplete address.
Customer refusal.
Failure to collect the package.
Failed delivery attempts caused by circumstances within the customer's control.

we may deduct actual shipping, return shipping, carrier fees, or related costs from the refund where permitted.

Additional shipping charges may apply if you request that the order be shipped again.

Refused Deliveries

Refusing delivery does not automatically cancel an order.

Packages refused at delivery may be returned to us by the carrier and processed as a return.

Any applicable outbound shipping costs, return shipping fees, carrier charges, or other non-refundable costs may be deducted from the refund.

Non-Returnable Items

Certain products may not be eligible for return, including where applicable:

Gift cards.
Digital products.
Downloadable products.
Personalized or custom-made items.
Special-order products specifically obtained for a customer.
Clearance or final-sale merchandise marked as non-returnable.
Products that have been materially altered or modified.
Products damaged through misuse or improper handling.
Consumable products that have been opened or used.
Safety or protective products that cannot reasonably be resold for hygiene or safety reasons after use.
Items returned substantially incomplete.

Any applicable product-specific restriction will take precedence over the general return terms above.

Safety Equipment

Products such as safety glasses, hard hats, reflective garments, and related protective equipment must be returned in unused condition.

We may refuse returns of safety equipment showing evidence of:

Wear.
Contamination.
Field use.
Alteration.
Impact.
Damage.
Removal of protective components.

This requirement helps ensure that safety-related products offered for sale remain in appropriate condition.

Electronic and Rechargeable Products

Electronic products, measuring equipment, rechargeable lights, power banks, digital gauges, and similar devices must be returned with all included accessories.

Where applicable, this includes:

Charging cables.
Adapters.
Batteries.
Cases.
Mounting accessories.
Manuals.

Products with user-caused electrical damage, water damage inconsistent with the product's specifications, unauthorized modifications, or physical abuse are not eligible for a standard return.

Tools and Survey Equipment

Surveying tools, measuring devices, poles, tripods, mounts, reels, leveling equipment, and other professional field products should be inspected before field use whenever possible.

Products showing significant wear, dirt, permanent markings, drilled holes, damaged threads, bent components, missing hardware, or other signs of installation or field use may not qualify for a full refund.

Product Appearance and Packaging

Product packaging, colors, materials, accessories, and minor design details may occasionally differ from photographs because of manufacturer revisions, production changes, monitor settings, or packaging updates.

A minor non-functional difference that does not materially change the product's purpose or advertised functionality does not necessarily constitute a defective or incorrect item.

Sale and Promotional Items

Unless an item is specifically marked Final Sale, eligible sale items may generally be returned under the same rules as regularly priced merchandise.

Refunds are based on the amount actually paid after any discount, coupon, promotional code, or other price adjustment.

Promotional discounts are not converted into cash value.

Bundles and Multi-Pack Products

Products sold as bundles, kits, sets, or multi-packs must generally be returned as a complete set.

For example, if a product is sold as a:

3-pack.
6-pack.
12-pack.
100-pack.
Complete field kit.

the full product bundle may need to be returned in order to qualify for a full refund.

Partial returns of bundled products may be refused or may receive only a partial refund.

Gifts

If an item was purchased as a gift, any approved refund will generally be returned to the original payment method used by the purchaser.

We may offer store credit in certain circumstances at our discretion.

Refunds to the Original Payment Method

For security and fraud-prevention purposes, refunds are generally issued only to the payment method used for the original transaction.

We normally cannot redirect a refund to:

A different credit card.
A different bank account.
Another person.
An unrelated payment method.

If the original payment method is no longer active, your financial institution or payment provider may still be able to process the refund.

Chargebacks and Payment Disputes

If there is a problem with an order, we encourage customers to contact us first so that we have an opportunity to resolve the issue.

If a chargeback or payment dispute has already been opened with your bank or payment provider, our ability to issue a separate refund may be temporarily limited while the dispute is being reviewed.

Issuing both a direct refund and a chargeback credit for the same transaction may result in a duplicate reimbursement and may need to be corrected.

Return Abuse and Fraud

We reserve the right to refuse returns, refunds, exchanges, or future transactions when there is reasonable evidence of:

Return fraud.
Repeated abuse of the return process.
Falsified damage claims.
Product substitution.
Returning a different item from the item purchased.
Intentional product damage.
Excessive or unusual return activity.
Other fraudulent or deceptive conduct.

This does not affect legitimate claims for damaged, defective, or incorrectly supplied merchandise.

Return Inspection

All returned merchandise may be inspected for:

Product condition.
Completeness.
Serial numbers where applicable.
Included accessories.
Signs of use.
Damage.
Modification.
Packaging condition.

Receiving a return package does not automatically mean that a refund has been approved.

Items Damaged During Return Shipping

Customers are responsible for packaging return merchandise securely.

If a returned item is damaged because of inadequate return packaging, the refund may be reduced or denied depending on the extent of the damage.

Whenever possible, use the original shipping packaging or equivalent protective materials.

Late Returns

Returns received after the applicable return period may be declined.

In some cases, we may choose to accept a late return for store credit or a reduced refund, but we are not obligated to do so.

Delivery Date

For purposes of calculating the return period, the delivery date is generally the date shown by the shipping carrier's tracking records.

If carrier records are unavailable or clearly incorrect, we may use other reasonable evidence of delivery.

Replacement Products

When we issue a replacement for a damaged, defective, or incorrect item, we may require the original product to be returned before the replacement is shipped.

In some cases, we may ship the replacement first and provide instructions for returning the original item.

Failure to return a product when required may result in additional charges.

Manufacturer Warranties

Some products may include a separate manufacturer warranty.

A manufacturer's warranty is separate from this Return and Refund Policy and may provide rights after our normal return period has expired.

Warranty coverage, where applicable, is governed by the warranty terms supplied with the specific product.

Changes to This Policy

We may update this Return and Refund Policy from time to time to reflect changes to our store, products, fulfillment procedures, payment methods, or applicable requirements.

The version posted on our website at the time a return request is submitted will generally govern the return process, except where different rights are required by applicable law.

Contact Us

For questions about returns, damaged orders, exchanges, or refunds, contact:

Odyssey Field Supply
Email: justin@odysseyengineeringgrp.com
Website: odysseyengineeringgrp.com

When contacting us about an order, please include your order number so we can assist you more efficiently.