Effective Date: November 10, 2026
Welcome to the official Refund and Returns Policy of Outclimb, trgovina, posredništvo in storitve, d.o.o., applicable to all purchases made through our outdoor gear e-commerce website www.outclimbshop.com. Our brand is built on the promise of delivering lightweight, reliable outdoor gear that turns every casual weekend trip into a warm, unforgettable memory you will carry long after you get home. This policy is designed to create a fair, transparent shopping experience for every customer, and the core rule we strictly enforce across all scenarios is that purely no full or partial “refund only” requests are allowed under any circumstances. All requests for order adjustments must follow the formal product return process outlined in this document.
1. Core “No Refund Only” Rule Explanation
To eliminate ambiguous claim scenarios, prevent unauthorized loss for both parties, and ensure equal rights for every customer shopping on our platform, we explicitly clarify that no “refund only” application will be approved. This rule applies to all order statuses, including but not limited to orders that have been marked as delivered, orders that are still in transit, and orders that are confirmed as received by customers. You will not be eligible to keep the purchased outdoor gear while receiving a full or partial monetary refund under any non-exceptional situation. Any request to directly process a refund without returning the corresponding products will be automatically rejected by our system, and our customer support team will guide you to initiate the standard product return process instead.
2. Eligibility for Return Applications
You are eligible to submit a formal return request within 30 calendar days from the date you sign to receive your ordered outdoor gear, only if your purchased items meet all the following requirements:
- The products are in original, unused condition, with no signs of dirt, abrasion, water damage, or man-made breakage caused by outdoor activities or improper operation after delivery.
- All original packaging, attached tags, instruction manuals, and free gifts included in the original parcel are complete and unaltered.
- You provide the valid order number, the original order confirmation email, and clear photos that show the current condition of the products to verify the return application.
Items that are not eligible for return include personalized custom outdoor gear specially engraved or modified per your requirements, intimate outdoor apparel such as moisture-proof socks that have been opened, and clearance sale items marked as “non-returnable” on their product detail pages.
3. Formal Return Process
To submit your valid return request, you can follow the clear 3-step workflow strictly:
- Contact our customer support team via the dedicated contact methods below, provide your order number, explain the reason for return, and send the required product condition photos for pre-verification. Our support team will review your application within 2 business days and send you a formal validated return authorization number, plus the designated return shipping address for our warehouse. Return parcels sent to our warehouse without an official return authorization number will not be accepted, and we will not be responsible for lost parcels under this circumstance.
- Pack the items you plan to return carefully to avoid damage during the return transit, stick the shipping label provided by our team on the outside of the parcel, and send the parcel via a trackable logistics service. You are responsible for covering the return shipping costs, unless the returned items are confirmed to have factory defects or wrong delivery errors caused by our side.
- After our warehouse team receives and completes the full inspection of your returned items, we will send you a notification via email. Once the inspection confirms your returned items meet all return eligibility requirements, we will process your refund or exchange request as you requested within 7 business days.
4. Approved Post-Return Disposition Options
After your returned items pass the full warehouse inspection, you can only choose one of the two following disposition options, and no direct “refund without return” arrangement will ever be provided:
- Full Product Exchange: You can exchange the returned item for an identical new unit of the same outdoor gear product, or swap it for another product of equal or higher value on [www.outclimbshop.com], paying the price difference if applicable. We will cover the shipping cost for sending the new item to your designated delivery address.
- Refund After Valid Return: We will process the corresponding refund to your original payment account, for the exact amount of the product price you paid in the original order. The original order shipping fee is non-refundable, and the total refund will exclude any discounts or promotional credits you used to place the order. The refund arrival time depends on the processing speed of your payment card issuer, which usually takes 3 to 10 business days to show up in your account statement.
5. Contact Information
If you have any questions about our Refund and Returns Policy, or need to submit your return application, you can reach out to us at any time:
Outclimb, trgovina, posredništvo in storitve, d.o.o.
- Registered Address: Jelovškova ulica 19, 1241 Kamnik, Slovenia
- Contact Email: minty@outclimbshop.com
- Contact Phone: +386 1 830 3569
Our customer support team works during regular business hours from Monday to Friday, and we will respond to all your return related inquiries within 24 hours to help you resolve your order issues smoothly.