Returns & warranty
If you are not 100% satisfied with your purchase, you may return your order for a full refund within 30 days of the purchase date.
To qualify for a full refund, returned items must be:
- Unworn, unused, and unwashed
- In original condition
- Returned in original packaging with all original tags attached
Restocking Fee
Returns missing original packaging or not in resalable condition are subject to a 20% restocking fee.
Return Shipping
The customer is responsible for all return shipping costs. If you purchased REDO Order Protection at checkout, return shipping is covered in full. CACHE is not responsible for lost or damaged return shipments.
Basecamp Pad — Locked Lock Policy
If a Basecamp Pad is returned with the lock in a locked position, the customer will receive a 50% refund unless the lock combination is provided. To receive a full refund, the combination must be included either in a note inside the return package or emailed to support@trustcache.com prior to or at the time of return. Refunds will not be upgraded after the return has been processed.
To initiate a return, please visit our portal.
CACHE is committed to building products that hold up in the real world, for the long haul. All CACHE products, excluding merchandise, are covered under a 5-year warranty from the date of purchase against manufacturer defects.
What's Covered
Manufacturer defects in materials and workmanship.
What's Not Covered
- Normal wear and tear
- Damage caused by misuse or improper use
- Modifications or alterations to the product
- Merchandise
- Discontinued products, including the Basecamp Pad 1.0 and 2.0
Merchandise and discontinued products are not covered under this warranty but may be reviewed at CACHE's sole discretion. Contact support@trustcache.com to inquire.
If Your Claim is Approved
The defective product will be replaced at no charge. The customer is responsible for the cost of shipping and applicable taxes on the replacement product.
How It Works
The warranty process typically takes 1-2 weeks. To submit a claim, you will need:
- Product name and model
- Order number
- Photos clearly showing the defect
If your problem does not fall under our warranty policy, Cache may (at our discretion) be able to replace your product for a fee at our discretion. Scratched or otherwise abused products are not eligible for replacement. For more information, submit a request using the support form. All fees for replacement depend on the model and parts required.
Cache has sole discretion to determine what qualifies as a manufacturer’s defect, and only products purchased from an authorized Cache dealer are covered by our five-year warranty.
Limitation on Damages
For breach of any written or implied warranty on this product, the consumer is limited to damages of repair of the product or replacement with an identical or equivalent style, at the election of Cache. Cache is NOT liable for any other damages, such as special, incidental, or consequential damages, resulting from the use of Cache products.
This warranty extends to residents of the United States only.
At the end of the day, we’re a small, two-brother, team that prides itself on creating industry-leading products in any category we produce in. If there’s an issue with the product or you’re just unhappy with your purchase — shoot us an email at support@trustcache.com and we will get the issue resolved. We aim to create a sustainable model by offering in-house repair on any damaged product, but in the unlikely event of an issue — we will send out a new replacement for any product that falls under that criteria.