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CUSTOMER SERVICE

M-F 8am-6pm CT

SAT 9am-4pm CT

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© 2019 The Black Mountain Group

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Black Mountain All-Terrain Returns

For questions about returns or exchanges please contact us.

 

GENERAL RETURNS

Items may be returned within the first 30 days of customer receipt for credit as follows:

  • If an item is returned for any reason other than a defect in material or workmanship (see our Guarantee), the customer is responsible for paying the cost of shipping the item back to us.

  • All Returned and Exchanged merchandise must be in new, resalable, unused, undamaged condition, securely and correctly repacked in packing materials. A valid Return Authorization Number (RA#) is required and must appear in black ink on the return address label.

 

NO Returns, Refunds, or Exchanges for dirty, damaged, abused, misused or incorrectly packed items.​  We reserve the right to reject a Return, Refund, or Exchange if the customer fails to follow the proper return procedures, the item remains in the customer’s possession, customer refuses to pay shipping costs, or the item is returned after 30 days.

FACTORY DEFECT OR ERROR

  • Full return for full credit OR replacement shipment at no charge.  You will receive a return label.

We reserve the right to inspect all claimed defective returns. In the event the product is determined to be non-factory defective, the return will be refused.  If deemed repairable, we will communicate this with you.

CLEARANCE

  • Sale of clearance items are final. Only defective clearance items may be returned for credit. If you purchased the wrong model for your Gator, we will be happy to issue you credit towards the correct item.

CUSTOMER ORDERING ERROR / EXCHANGES

  • Please contact us so we can get you the right product.  We want your product to work for you!

RETURN CREDIT

  • Your account will be credited for your product upon receipt of the product and inspection.

 

 

Black Mountain All-Terrain Repair Shop

For repairs, please email us with the description of the repair needed and a photo of the defect or damage.  Also include a photo of the product with the original Black Mountain All-Terrain label visible.  The final determination of our ability to repair the item will not occur until the product is in our facility.  Once it has been returned to us, the following outcomes are possible:

  • If the product is repairable and covered under warranty, it will be repaired at our expense. We will cover shipping.

  • If the product is repairable but not covered under warranty, you may either have the product returned to you unrepaired, or have it repaired at your own expense. We will communicate this to you. You will cover shipping.

  • If the product is not repairable but is covered under warranty, we will replace your product. We will cover shipping.

  • If the product is not repairable and not covered under warranty, you may have it sent back to you at your expense. We will communicate to you as to why the repairs are not possible.  This may include items that have reached the end of their useful lifetime.

REPAIRS WE CANNOT MAKE

Soiled items may damage our equipment and, in certain circumstances, present health concerns to our employees. Please thoroughly clean your item of any dirt, debris, fur, blood, feathers, mud, soot, and gunk before it is shipped. If your item is deemed too soiled to work on, we will communicate this to you and together, we will make a determination of how to proceed.