Refund policy

We sell gear that’s meant to be used—but we also know that sometimes a boot doesn’t fit, a tent is too heavy, or you just changed your mind. Here’s how we handle returns.

Your 30‑day window
You have 30 calendar days from the day your parcel arrives to request a return. If you’re past that, we can’t accept it—so check your gear early.

What we can take back
For a full refund (minus the fees below), the item must be:

In unused, unwashed, and undamaged condition—no trail dirt, no scuffed soles, no pitch stains.

Complete with all original tags, bags, poles, stakes, and instruction booklets.

Still in its original packaging or equivalent protective boxing.

We test returned electronics (GPS, headlamps) and inspect fabrics for water-resistance. If we find clear signs of use—like muddy tread or cut ropes—we’ll either reject the return or offer a partial credit.

How to start

Email us at pisgndakkhh@outlook.com.au with your order number and the item(s) you’re sending back.

We’ll reply with a Return Authorisation (RA) number and the correct return warehouse address (we have two—one for AU/NZ, one for EU/US).

Pack your gear securely, write the RA number on the box, and ship with tracking. We strongly recommend insured shipping—lost returns without tracking are your responsibility.

Costs that come out of your refund

Return shipping is on you.

A flat $10 AUD (or equivalent in EUR/USD) handling fee per return order covers inspection and repackaging.

When you get your money
After we receive and check the item, we’ll issue a refund to your original payment method within 5‑7 business days. Banks and PayPal often take 2‑3 extra days to show the credit—totally normal.

Non‑returnable items

Custom‑cut sleeping pads or personalised backpacks (embroidered names).

Clearance / “Final Sale” products (marked clearly on the product page).

Hygiene‑sensitive goods like hydration bladders or earplugs if the seal is broken.

Gift cards.

What if it’s faulty or damaged on arrival?
If your tent has a broken pole or your jacket arrived with a tear, email us within 72 hours with photos and a quick description. We’ll sort out a replacement or full refund, and we’ll cover return shipping for genuine defects—no stress.