Returns & Warranty
Naturehike Group Inc. Returns Policy
To make a return, simply contact us from the contact us link. Please indicate your order number, the items to be returned and the reason for the return of the goods. Our customer service will contact you as soon as possible to follow up on your request.
ORDER ERROR OR DEFECT
Your merchandise has been carefully checked and packaged before leaving our warehouse. However, if you received your order in poor condition or if we made a mistake when preparing it, please contact us via contact us within 7 days of receipt of the package and our customer service department. will take care of your request.
If you are not satisfied with the color, size, or if the product simply does not suit you, an amount of $9.99 + taxes from the amount of your refund will be deducted to cover the cost of returns. Please contact us from the contact us link . Our customer service will provide you with the necessary information to proceed with your return. When returned, the item must be in new condition, i.e. undamaged, clean, odorless, free of pet hair, and with the original tags and packaging .
1. PRODUCT REPACKS
Put the item back in the original packaging and then in a shipping box or bag, and seal it well. If the bag or box is damaged, the product must be wrapped in paper or a shipping bag in order to protect it before depositing it at a service counter of the carrier. It is necessary to include the information provided by customer service in your return package. All products must be returned in their original packaging .
Boxes of shoes or boots should be put in a bag or box. Charges may be required, or the return refused, in the event that the customer has damaged the original packaging of the product.
2. DELIVERY OF THE PACKAGE AT THE POST OFFICE
Drop off your package at a Canada Post branch. To find the post office closest to you, you can use the Canada Post website.
3. COMPLIANCE WITH THE POLICY
It is the customer's responsibility to read the Return Policy, as well as the deadlines prescribed above. The compliant and secure packaging of the item upon return is also the customer's responsibility.
It is possible to return items by post within 30 days of the date of purchase. However, for an error on our part during the processing of your order or an item damaged during transport, you have seven (7) days from receipt of the package to contact us and obtain information related to the return.
A return management fee of $9.99 + taxes will be deducted from the total amount of your refund. However, additional charges may apply for oversized items*.
Initial shipping charges, if any, will not be refunded from the original invoice.
Please note that delivery charges and the surcharge paid for oversized items are non-refundable.
All refund requests will be processed as soon as possible. In the event that reimbursement is possible, a credit will be applied to the credit card that was used to make payment for your order. Note that reimbursement times between 24 to 48 hours may apply depending on the banking institution.
You have a period of 30 days, following receipt of your package, to contact us.
In order to facilitate the management of merchandise returns, we do not make exchanges, only returns. If you want to exchange the items received, you just need to make a return and place a new order afterwards. You will be refunded for your return following receipt of your items.
Underwear, socks and swimsuits, utensils and carabiners.
Final sales and all products 60% or more off are non-refundable or exchangeable.
Promotional codes are applicable online as a percentage discount on a purchase and/or as a reduction on a purchase amount in the basket depending on the promotion in progress. Each promotional code can only be used once by a customer.
Note that promotional codes remain valid for a limited period, that they cannot be combined with any other promotion or discount coupon. Other exceptions may apply.
Naturehike Group Inc. guarantees your purchase for the first year. If a product sold proves to be defective within this period, we offer a repair or a replacement depending on the condition of the defective product and its availability on our site.
This warranty does not cover excessive use, accidental breakage and normal wear and tear.
It is important that the returned product is perfectly clean and cleaned. Naturehike Group Inc. reserves the right to return a product at the customer's expense if this condition is not met.
Return costs for a product under warranty may vary. Contact customer service for more information.
Some products are covered by extended manufacturer's warranties. These cover manufacturing defects, but not abuse or normal wear and tear.
It is important to note that the warranties are only applicable to products that have been purchased on the naturehike.ca web platform. We have no connection with other e-commerce companies offering the same or similar products.
That said, no products that have been purchased on a platform other than naturehike.ca will benefit from our warranty policy.