Refund policy
Back on Track Return / Refund Policy
At Back on Track, we are super proud of our products and want you to be equally proud of your purchase. In the rare event that you receive the wrong size, wrong color or the product is just not what you expected, our return policy and your experience in taking steps to correct, should be seamless, easy to follow and be to your utmost satisfaction. At Back on Track, we have 1000’s of 5-star reviews with comments like awesome, unbelievable, WOW, thrilled, exceeded my highest expectations, and others – we want the same comments when your purchase is not exactly as you had hoped for.
What methods can I use to initiate a return?
You can initiate a return and print a label from the returns page on the website (fastest) or contact customer service. In some cases, we request that you donate the product to a shelter.
How many days do I have to initiate a return?
You have 30 days from ship date to initiate a return.
What condition must a return item be in? Must packages be unopened, or can items be returned provided they are in original packaging? Must clothing be unworn? What if tags are no longer attached?
Please re-package an opened product in the original packaging, make sure that all tags are enclosed, and the product is in new saleable condition. Products that are dirty, soiled or in less than stellar condition will be charged a 20% restocking fee deducted off the refund made back to the credit card in which the original purchase was made from, or from any store credit issued.
If the return was initiated because you received the wrong item or a defective item, we do ask that you send a photo of the item.
Is a receipt required to return an item?
No receipt is needed, but we need to be able to look up the order. You'll need to provide your order number.
After printing a return label, please include the provided packing slip inside the box.
Are some items restricted from being returned?
Kindly note that all clearance items are final sale, and returns are not permitted
In some cases, we may ask that you donate your product rather than return it to our warehouse.
How are refunds provided? Is cash offered in exchange for a returned item, or must I accept store credit?
Customers can choose Refund credited back to the card used for the original purchase or Store Credit
When returning a product, will you provide me with prepaid shipping labels?
Yes, you can print a pre-paid shipping label directly from our returns form.
Are any restocking fees or other charges subtracted from refunded amounts?
A product that is dirty, soiled or in less than stellar condition will be charged a 20% restocking fee deducted off the refund made back to the credit card in which the original purchase was made from, or from any store credit issued.
What is the status of my refund?
Once the product is returned and inspected, we will issue you a refund to your original form of payment.
How do I request a refund or store credit to purchase a different size?
When you fill out the return form, please select store credit. A store credit must be approved. Once approved, you will be able to print a return label (if needed). Once we receive the product back and inspect it, we will issue a store credit. You will receive an email with the store credit and instructions on how to redeem the store credit.
I used a coupon with my purchase but need a different size, will I have to pay the full price?
If you select a store credit, if approved, we will issue the store credit for the total amount you paid plus the discount (this will equal the MSRP) so that you can purchase the size you need without an additional cost.