Refund policy

ONE THOUSAND ROADS

RETURN POLICY

Last Updated: March 2, 2026

1. Return Eligibility

We accept returns of unopened and unused products within 30 days of the original purchase date, subject to a 10% restocking fee.

To qualify for a return, all of the following must be true:

•       The item is unused and in original, unaltered condition

•       The item is in its original packaging with all inserts intact

•       All accessories, manuals, and components are included

•       A Return Merchandise Authorization (RMA) has been issued prior to shipment

•       The return is postmarked within the 30-day return window

Important: Returns received without a valid RMA number will be refused and returned to sender at the customer’s expense.

2. Non-Returnable Items

The following items cannot be returned under any circumstances:

•       Opened EWOT reservoirs

•       Opened EWOT masks or breathing components

•       Any hygiene-related or personal-use components once opened or used

•       Products showing visible signs of use

•       Items returned in damaged condition (unless part of a verified shipping damage claim — see Section 5)

•       Custom or special-order items

Why? For the health and safety of all customers, we cannot restock opened breathing components regardless of how briefly they were used. Please confirm compatibility before opening.

3. Restocking Fee

All approved returns are subject to a 10% restocking fee, which will be deducted from the refund amount.

Refunds are issued to the original payment method after the returned item has been received, inspected, and approved. Please allow 5–10 business days for the refund to appear, depending on your payment provider.

Note: Original shipping charges are non-refundable. The restocking fee covers the cost of inspection, repackaging, and inventory processing.

4. Return Shipping

All return shipping costs are the responsibility of the customer. We recommend using an insured, trackable shipping method. We are not responsible for return shipments that are lost, stolen, or damaged in transit.

If a returned item arrives damaged due to insufficient packaging, the return may be denied and no refund issued. Please pack returns securely — ideally in the original packaging.

5. Shipping Damage

Shipping damage is handled separately from standard returns and must be reported promptly:

•       Report visible damage within 5 calendar days of the confirmed delivery date

•       Email hello@onethousandroads.com with your order number, photos of the damaged item, and photos of the packaging (all sides)

•       Retain all original packaging materials until the claim is resolved — the carrier may require inspection

Damage reported outside the applicable carrier claim window may not be eligible for replacement or reimbursement. Do not discard packaging before a claim is resolved.

6. How to Request a Return (RMA Required)

A Return Merchandise Authorization (RMA) is required before sending any item back. Returns shipped without an RMA will be refused.

To request an RMA, contact us using one of the following methods:

Phone:  817-717-1800

Email:  hello@onethousandroads.com

When emailing, use the subject line: "Return Request – Order #[Your Order Number]" and include a brief description of the reason for return.

Once your request is reviewed and approved, we will reply with your RMA number and return shipping instructions. Please write the RMA number clearly on the outside of your return package.

We aim to respond to all RMA requests within 2–3 business days.

7. Contact

One Thousand Roads LLC

1609 Hart St STE 100

Southlake, TX 76092

United States

Phone: 817-717-1800

Email: hello@onethousandroads.com