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Time Requirements
Returns must be requested within 30 calendar days from the date of delivery.
Seasonal items (e.g., winter ski gear) must be returned before the end of the relevant season.
Product Condition
Apparel: Original tags and anti-counterfeit labels must remain intact, with no signs of wear, stains, or washing.
Equipment: Must be unused, with all accessories, manuals, and undamaged packaging (e.g., tents, trekking poles must be in original sealed boxes).
Safety-Critical Items: Non-returnable if opened (e.g., headlamps, climbing carabiners).
Pre-Approval Stage
Contact customer service (phone/email) with: order number, product SKU, reason for return, and photos of the item.
A Return Authorization Code (RMA#) must be issued before shipping.
Shipping Guidelines
Use trackable shipping (FedEx/UPS/USPS preferred). Shipping insurance is recommended.
Address: ATTN: Returns Dept. / RMA#[Number] + company address.
Inspection
Warehouse inspection completed within 3 business days. Defective items require video proof of usage.
Refund Methods
Refunded to the original payment method (credit card refunds processed in 3-5 business days).
Option to receive store credit with additional 10% compensation credit for faster resolution.
Non-Returnable Items
Custom-printed apparel or altered products (e.g., hemmed clothing).
Damage caused by misuse (e.g., tent pole breakage due to improper setup).
International Orders
Buyer responsible for return shipping costs and import duties. Recommend DDP (Delivered Duty Paid) shipping.
Gift Returns
Require original gift receipt. Refunds issued to the original purchaser’s account.
Backpacks and outdoor footwear covered by a 1-Year Limited Warranty against material/defects in workmanship.
Free repair/replacement during warranty. Paid repair service available for accidental damage.
Disputes prioritized through BBB (Better Business Bureau) or the California Department of Consumer Affairs.
Policy complies with the California Song-Beverly Consumer Warranty Act.
Important Notes
Ensure items are clean and dry before return. Moisture-damaged gear may be rejected.
