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Refund policy

Happy customers performing on the correct equipment is the reason why we opened our ski shop. By following that creed we are still in business today. There is nothing more important to us than your complete satisfaction. We will issue a complete refund (minus shipping charges) on any merchandise that is new and unused within 30 days of purchase date, no questions asked. All we ask is that the product is returned with the original packaging and is in resalable condition.

If you would rather exchange your merchandise, simply place a new online order. Then contact us to return your old item for a refund.

Return Your Item

  1. Please call 1-530-582-5781 or email online@starthaus.com to obtain your RA#
  2. Please provide us with the following information:
  3. Write your RA# on the outside of the box clearly so we can identify your return for swift processing.
  4. Ship to:
Start Haus Returns
RA: XXXX (obtained from customer service)
11351 HWY 89
Truckee, CA
96161

You will be refunded the original purchase price when your package is received and inspected.

Please Note

  • We reserve the right to add a 10% re-stocking fee to packages arriving without a valid RA#.
  • All items must be returned in their original condition, including the original packaging, manufacturer's containers, documentation, warranty cards, manuals and all accessories.
  • The returned item must be the exact item Start Haus shipped to you- we do not accept returns on items originating from other stores.
  • Please return all items in packaging that protects the item. Even if the manufacturer's container is a box, you must box up that box.
  • Do not mark or deface the original manufacturer containers in any manner.
  • Packages must be returned prepaid.
  • Refunds will only be made via the method in which the order was paid.
  • We strongly suggest sending returns insured for the full value and with a tracking number to insure a full and prompt refund.
  • If merchandise is damaged due to improper packing or packaging, refund or exchange may not be given per our discretion.
  • In the event of an error on our behalf we will provide a pre-paid return label via-email for return shipment. All shipping and insurance charges will be refunded for products shipped in our error.
  • Refunds cannot be given for special order items
  • Return policy only applies to Domestic orders being shipped within the United States. Theft, loss, or damage to International shipment are entirely up to the buyer.

Used Item Disclaimer

We are not able to return, exchange or refund used items. No exceptions! Unless stated otherwise, all items we sell are brand new and in unused condition. Please try them on indoors on clean smooth or carpeted floor to ensure proper fit before using them. This will preserve the new unused condition of the items should you choose to return them. Please do not remove any tags from clothing items. Once skis have been tuned and/or waxed by anyone other than the Start Haus staff, they are considered used. Drilling holes for bindings in skis or plates makes them used equipment. Any clothing returned missing tags is considered used. We strongly recommend you wrap clothing items in a plastic bag prior to shipping them back to us. Any clothing sent back that is soiled, stained or dirty will be considered used. We do not differentiate between slightly used, well used or very used. Any merchandise that comes back to us in a condition that cannot be resold as new is considered used.

Demo Bike Sales

All demo bike sales are final, with the exception of severe mechanical issues due to damage during shipping that render the bike unusable. If there is damage during shipping, you, the customer, are responsible for documenting all damage to external and internal packaging and retain all packaging for examination until informed otherwise. These demo bikes are perfectly decent, safe, and ready to ride, but are used and have notable topical scuffing, bashes, and marks. It is highly advisable to inspect and test ride a demo bike prior to purchasing. 

When will I receive my refund?

Refunds will be issued after we receive, inspect and process your return, which can take up to 3 business days. You will receive a confirmation email when your return has been processed. Credit card refunds can take up to 10 business days to reflect on your statement, depending on the bank or card issuer.