At Kayak Gear Hub, we stand behind the quality of our adventure gear. We want you to be completely satisfied with your purchase. If you’re not happy with an item, we’re here to help with a straightforward returns and exchanges process.

Our Return Policy

We accept returns and exchanges for most items within 15 days of you receiving your order. To be eligible for a return, items must be:

  • In original, unused condition
  • In the original packaging with all tags attached
  • Accompanied by the original receipt or proof of purchase
Please Note: Due to hygiene reasons, we cannot accept returns on the following products: Base Layers, Gloves, and Footwear that have been removed from their original packaging or show signs of wear. These items are final sale unless they arrive defective or damaged.

How to Initiate a Return or Exchange

Follow these simple steps to request a return or exchange:

  1. Contact Us: Email our customer service team at [email protected] within the 15-day window. Use the template below to ensure you provide all necessary information.
  2. Wait for Approval & Instructions: We will respond within 1-2 business days with a Return Merchandise Authorization (RMA) number and instructions on where to send your item. Please do not ship anything back without an RMA number.
  3. Ship the Item: Carefully package the item and ship it to the address we provide. We recommend using a trackable shipping service as you are responsible for the item until it arrives back at our warehouse.
  4. Processing: Once we receive and inspect the returned item, we will process your refund or exchange.

Return Shipping Costs

For returns due to our error (e.g., wrong item sent, defective item), we will provide a prepaid return shipping label.

For returns for any other reason, the customer is responsible for the cost of return shipping.

Refund Timeline and Method

After we receive your return:

  • Processing Time: Refunds will be processed within 3-5 business days of us receiving the returned item.
  • Issuing the Refund: Your refund will be issued to the original payment method used during purchase (Visa, MasterCard, JCB, or PayPal).
  • Bank Processing: Please allow additional time for the refund to appear in your account, depending on your bank or PayPal’s processing times. This is typically 5-10 business days.

Exchanges will be shipped out via Standard Shipping once the return is processed.

Email Request Template

Copy and paste the template below into an email to [email protected] to get started.

Subject: Return/Exchange Request – Order #[Your Order Number]

Body:

Hello Kayak Gear Hub Team,

I would like to request a [return/exchange] for my recent order.

  • Order Number: [Please insert your order number]
  • Full Name: [Your Full Name]
  • Product Name: [Name of the product you are returning]
  • Reason for Return/Exchange: [Please specify the reason]

For exchanges, please specify the new size or item you would prefer:

[Requested exchange item/size]

Thank you,

[Your Name]

We’re committed to ensuring you have a great experience gearing up for your next adventure with us. If you have any questions, don’t hesitate to reach out!

The Kayak Gear Hub Team
[email protected]