Return & Refund Policy

Last Updated: October 27, 2026

At WildPackGear, we maintain stringent quality control standards for all camping equipment and outdoor gear. Should any issues arise after delivery, please contact our customer service team at [email protected] without undue delay. We are committed to resolving all legitimate concerns in a timely and efficient manner. This policy does not limit any mandatory rights available to you under applicable consumer law.

1. Return Period

We accept returns and exchanges subject to the eligibility criteria below and subject to any mandatory rights available under applicable consumer law:

• Quality-related, incorrect, or lost shipments: Within 30 calendar days of receipt, or within 30 calendar days of the confirmed delivery failure where the parcel is lost or undeliverable.
• Change-of-mind returns: Within 14 calendar days of receipt, provided the product is unused, undamaged, and in its original packaging with all tags, accessories, and documentation intact.

Where mandatory consumer law provides a longer return or withdrawal period, that longer period will apply. All returns require pre-approval by our customer service team.

2. Shipping Cost and Refund Adjustment Responsibility

• WildPackGear’s Error: If the return is due to our error—for example, defective or damaged items, incorrect product sent, or a fulfilment mistake—we will cover the return shipping costs and provide a prepaid return label where applicable. In such cases, we will not deduct the original outbound shipping fee or applicable import taxes/customs charges from your refund.
• Customer’s Reason: If the return is initiated for reasons not attributable to WildPackGear—for example, change of mind, incorrect size selection, or incompatibility with your camping setup—you are responsible for arranging and paying for the return shipping. Original outbound shipping fees are non-refundable. If your original order qualified for free shipping because it met the $79.00 threshold and the entire order is returned for a customer-reason return, the standard outbound shipping fee of **$6.99 will be deducted** from the refund. Where applicable law permits and the amount has been disclosed to you prior to the return, non-recoverable import taxes, VAT, or customs clearance fees actually incurred by WildPackGear may also be deducted. No restocking fee will be charged.

3. Return Shipping Options

Customers may choose from the following methods for returning products:

• Post Office Collection: Arrange a pickup from your local postal service.
• Drop-off at Post Office: Deliver the package directly to your nearest post office branch.

4. Return Requirements & Field Test Standards

• Non-Quality Issues: Products must be returned unused, undamaged, and in their original packaging with all tags, accessories, and documentation intact. We recommend an indoor field test (e.g., pitching a tent indoors or trying on a backpack with tags attached) to verify fit before outdoor use.
• Hygiene and Safety Restrictions: Certain items—such as opened sleeping bags, tents that have been pitched outdoors (due to dirt, moisture, and UV exposure), water filters, or any consumable components (e.g., fuel canisters, food items)—may not be eligible for return.
• Pre-Approval Required: All returns must be pre-approved by our customer service team. Unauthorised returns will not be processed.
• Quality or Incorrect Delivery Issues: In cases of defects or incorrect shipments, please provide clear photographic evidence of the issue. Our team will then issue return instructions accordingly.

5. Eligible Circumstances for Return/Refund

We accept returns and issue refunds or replacements under the following conditions:

• The product is damaged or defective due to manufacturing or transit errors.
• The item received does not match the description on the product page, such as incorrect size, colour, or material.
• The parcel is confirmed by the carrier as lost or undeliverable.
• The delivery significantly exceeds the estimated timeline, and after carrier investigation the parcel is confirmed lost or undeliverable. A delay alone does not automatically qualify for a refund.

6. Return Process

1. Contact Customer Service: Send an email to [email protected] with your Order number, SKU or product name, and Reason for return (with supporting photos if applicable).
2. Response: Our team will reply within 24 hours on business days with detailed return instructions and, if applicable, a return authorisation number.
3. Ship the Items: Once you have received our instructions, ship the package to the address provided. Be sure to retain the tracking number and shipping receipt for your records.
4. Refund/Exchange: After we receive and inspect the returned item, we will process your refund or exchange promptly. Refunds are issued strictly via the original payment method (iDEAL, Bancontact, or BLIK).

7. Critical Notices

• Return Address: Please use only the return address supplied by our customer service team. Packages sent to any other address—including the sender’s address on the package—cannot be processed.
• Non-WildPackGear Items: Do not include any items not purchased from WildPackGear. We are unable to process or return such items.
• Lost/Stolen Packages During Return Transit: If you arrange return shipping yourself for a customer-reason return, you are responsible for the package until it is received by us, and we recommend retaining proof of shipment and tracking information. If you use a prepaid return label provided by WildPackGear for a WildPackGear-error return, we will handle the carrier claim process in accordance with the carrier’s terms.
• Refund Timing: Refunds are issued to the original payment method after we receive and inspect the returned item. Refunds may take up to 7 business days to appear in your account after approval, depending on your payment provider’s processing policies.

8. Special Cases

• Defective or Damaged Items: For carrier-related damage or manufacturing defects, we will supply a prepaid return label where applicable and cover all associated return costs. The refund will include the item price, original outbound shipping fee, and applicable taxes paid, without deduction for the WildPackGear-error return.
• Customer Remorse: For returns due to size or style preference changes—such as selecting a different tent capacity, sleeping bag temperature rating, or backpack volume—you are responsible for arranging and paying for return shipping. Original outbound shipping fees are non-refundable, and the deductions described under Section 2 may apply where permitted by law.
• Used or Soiled Items: Products that show visible signs of outdoor use, dirt, mud, stains, odours, or damage—such as torn fabric, broken zippers, or bent poles—may be refused for return. We reserve the right to reject such returns and return the product to you at your expense.

9. Contact Us

For any questions regarding this Returns & Refunds Policy, or to initiate a return, please reach out using the details below:

True Wildlands Pro CampingGear LLC
Address: 167 W 3rd St, Forest, MS 39074 USA
TEL: +1 601-792-3478
Email: [email protected] (Available Monday–Friday, 08:00–17:00 UTC -6)
Registration Number: 1524209