This policy applies to physical products designed for African safari travel, including daypacks, hats, garments, optics, lighting, hydration bottles, protective bags, first-aid kits, and field journals. It explains how returns and refund requests are evaluated, what documentation is needed, and how items must be prepared for shipment back to our facility. The aim is to keep travelers protected from shipping errors and manufacturing faults while maintaining a fair process for goods that must remain safe, reliable, and field-ready.
General approach
Returns and refunds are considered on a case-by-case basis. Decisions are based on item condition, completeness, and evidence provided. Proof of purchase is required for every request. Contact support before sending any item back so that packaging, carrier instructions, and a return authorization can be issued. Unapproved parcels may be refused to protect inspection workflows and inventory tracking.
Item condition
Items must be unused, clean, and free of odors, soil, or moisture. All accessories, tags, manuals, and protective films should be included. Footwear and apparel should be tried indoors only to confirm fit. Optics and headlamps must show no scratches, marks, or firmware changes. Bottles, filters, and first-aid components must be unopened and tamper seals intact. Any signs of field use can affect eligibility or reduce the amount approved.
Non-returnable items
For safety and hygiene reasons, certain categories cannot be accepted once opened: first-aid supplies, liquid treatments, filters, mouthpieces, and any consumable that touches skin or water. Custom-labeled gear or altered garments are also excluded. Items received as part of bundles may need to be returned as a complete set unless otherwise arranged with support.
Damaged, defective, or incorrect items
If a parcel arrives with visible damage or the contents are not as described, document the packaging and contents with clear photos and keep all materials. Support will guide troubleshooting, provide replacement parts when appropriate, or arrange an exchange. When an issue cannot be resolved through parts or replacement, a refund may be approved once the item is received and verified by inspection.
How to start a request
Send a message with the order number, item name, a concise description of the issue, and photos that show packaging, labels, and the specific concern. For electronics, include a short video of the behavior and a list of steps already tried. For textiles and bags, provide images of seams, zippers, and wear surfaces. Support will reply with instructions for packing, labeling, and the carrier method to use.
Shipping and responsibility
Pack items in original boxes whenever possible, with protective fill to prevent movement. Remove previous labels if reusing cartons. The sender is responsible for goods until signed in by our receiving team; consider a tracked service and insure high-value parcels. If a shipping error was ours, a prepaid label or reimbursement option will be provided after verification.
Inspection and outcomes
Returned goods are examined for completeness, cleanliness, and functionality. When an item qualifies, the typical remedies are exchange, store credit, or a refund to the original payment method. Where parts can reasonably solve the problem, a parts shipment may be offered. If components are missing or used beyond basic try-on, a reasonable deduction may be applied.
International considerations
Import duties and local taxes paid at delivery are handled by the buyer’s jurisdiction and are not refundable by us. If a return crosses borders, clearly mark the parcel as “Returned goods” to avoid duplicate charges. Safely.
