Sunriver Nature Center & Observatory (SNCO) wants you to be fully satisfied with your purchase. If for any reason you are not satisfied with your purchase, you may return the item(s) for a full refund, less shipping and handling fees. Please read the details below for more information.
Section 1 - Standard Return SNCO customers may return merchandise purchased from SNCO up to thirty (30) days after receipt of merchandise for a full refund of the purchase price. A full refund will be given provided the product is returned in new condition, complete in its original packaging, with all warranty cards, accessories, manuals, etc. included. Shipping charges will not be refunded unless the return is a result of an SNCO error (see Section 2). Many of the products we sell qualify for free-shipping with purchase. In instances where these products are being returned, the costs paid by SNCO during original delivery will be deducted from the credit and/or refund resulting from the return. Additionally, SNCO is not responsible for the costs of return shipment to our facilities. If your return relates to an initially-defective product, please see section 4 below. If you wish to return merchandise for a refund or exchange, it is required that you call or e-mail SNCO to obtain an RGA number (Return Goods Authorization) beforehand. Returns without an RGA number will not be accepted. This RGA number must be located on the shipping label. DO NOT write or affix the RGA number (or anything else!) on the product or its internal or external boxes! It is the customer's responsibility to make sure the merchandise is securely packaged and insured for the full purchase price. SNCO will not be held responsible for lost or damaged packages. Returns will be processed by SNCO as quickly as possible. Please allow 7-10 business days from SNCO's receipt of your package for credit card refunds, and thirty (30) days after original date of purchase if you paid by personal check. When the product is received and inspected, SNCO will contact you via phone or email to confirm receipt of the item. Upon inspection, if there are any issues or questions regarding the condition of the returned product we will notify you at that time. Any merchandise that does not arrive in new condition will be subject to a minimum 10% restocking fee. Missing parts, packaging, instructions, warranty cards, etc., as well as damage or other detrimental effects to merchandise, will result in higher restocking fees. Restocking fees will be determined by SNCO after inspecting the merchandise. To avoid damage to the manufacturer’s original, labeled packaging (which will affect credit/refund value), customers must outer-box the merchandise they are returning to SNCO. Please do not write, place labels or stickers on the manufacturer’s original packaging. If the product was not outer-boxed by SNCO when shipping to you, as is sometimes the case with larger merchandise, this requirement does not apply; but in this case, please do not write upon or otherwise mark the original packaging, other than with the return-shipping label. Returns will not be accepted after 30 days without prior approval from SNCO management. SNCO will work with customers who have special circumstances, especially in regards to gifts, but reserves the right to refuse returns after thirty (30) days has elapsed.
Section 2 - SNCO Shipping Error In the unlikely event that you receive the wrong item(s) from SNCO, please contact us by phone or e-mail and obtain an RGA number. SNCO will arrange to have the incorrect item(s) picked up from your home or office, and we will ship the correct item(s) to you at no additional cost. The customer will never pay additional shipping if SNCO is at fault.
Section 3 - Product Damaged in Shipment Customers should always inspect packages and their contents as soon as possible after delivery. If there are any shipping damages, the customer must report the damage immediately to the carrier of the package (UPS, USPS, etc.). The carrier will arrange to inspect the package and return the box and its contents to SNCO. We will send a replacement as soon as we have confirmation that the damaged order is on its way back to SNCO. Customers should NEVER send damaged merchandise directly back to SNCO (or anywhere else!). If this happens, SNCO will not be able to collect insurance on the damaged goods and SNCO will not accept the returned merchandise. We will always do our best to replace damaged goods as quickly as possible, but the customer must follow the proper procedures to receive the replacement merchandise at no charge.
Section 4 - Defective Merchandise If you receive an item you believe to be defective, please contact SNCO via phone or e-mail and we will discuss the problem with you. We will do our best to resolve the problem as quickly as possible. Defective products are under the domain of the manufacturer, yet SNCO will provide assistance and support in dealing with the manufacturer. The various manufacturers have different methods of handling defective products, but legally they are required to repair or replace the item in a reasonable amount of time. Standard return policy (Section 1) applies if the item is returned for a refund.