Refund policy
- Scope and Intent
- This Return and Refund Policy applies to all purchases made through the Straven Outdoors website located at stravenoutdoors.com ("Website").
2. Contact Information
Email: support@stravenoutdoors.com
Phone: +1 888-921-6781
Address: 254 Chapman Rd Ste 208, Newark, DE 19702, United States
Hours: Monday–Friday, 9:00 AM – 5:00 PM EST
3. Return Eligibility
Customers in the United States have the right to cancel their purchase and return the product within 30 days of receipt without providing any reason, subject to the conditions outlined below.
3.1 Conditions for Return
- Unused and Undamaged: The item must be unused, undamaged, and in the same condition that you received it.
- - Original Packaging: The item must be in the original packaging, with all labels and tags attached.
- - Proof of Purchase: A receipt or proof of purchase is required.
4. Return Process
4.1 Initiating a Return
Contact Customer Service at support@stravenoutdoors.com or +1 888-921-6781 within 30 days of receiving your order. Provide your order number and a detailed reason for the return. After reviewing your request, we will provide return instructions and, if applicable, a Return Merchandise Authorization (RMA) number.
4.2 Preparing Your Return
Package the item securely in its original packaging. Ensure all accessories, manuals, and included hardware are included. Include the return authorization form and any necessary supporting documents or images.
4.3 Shipping the Return
Use a trackable courier service (UPS, FedEx, USPS). Ship the item within 7 days after receiving the return authorization.
5. Return Shipping Costs
Customer Responsibility: Return shipping costs are the responsibility of the customer, unless the return is due to defective/damaged items or an incorrect order.
6. Specific Return and Refund Conditions
6.1 Change of Mind
Items must be unused, undamaged, and in original packaging. Return request must be made within 30 days of receipt. A refund will be issued to the original payment method, minus any applicable restocking fees.
6.2 Defective or Damaged Goods
Contact us within 7 days of receiving the item. Provide photos or videos of the defect or damage. We will offer a replacement or a full refund, including return shipping costs.
6.3 Incorrect Product Received
Inform us immediately upon receipt. We will arrange for the incorrect item to be returned at our expense and ensure you receive the correct product.
6.4 Product Never Arrived
Contact us if your product does not arrive within the estimated delivery time. We will initiate an investigation with the carrier. If the product is confirmed lost, we will offer a full refund or send a replacement.
6.5 Order Cancellation
Before Shipment: You can cancel your order for a full refund if it has not yet shipped.
After Shipment: Please follow the return procedure after receiving the product.
7. Exceptions to the Return Policy
The following items are non-returnable and non-refundable:
- Custom or personalized products
- - Gift cards
8. Refunds
8.1 Refund Conditions
Refunds are issued after we receive and inspect the returned item. We will notify you via email regarding approval or rejection.
8.2 Refund Processing
Refunds are processed to the original payment method. Refunds typically appear within 7–14 business days, depending on your bank or card issuer.
8.3 Partial Refunds
Partial refunds may be granted for items not in original condition, damaged, or missing parts not due to our error, or for late returns (after the 30-day window).
9. Exchanges
We replace items if they are defective, damaged, or incorrect. Contact us at support@stravenoutdoors.com to request an exchange. For defective or incorrect items, we cover shipping costs. For exchanges due to change of mind, customers are responsible for shipping costs.
10. Timelines
Return Window: Returns must be reported within 30 days of receiving the product, and shipped within 7 days of receiving return authorization.
Return Processing: We process refunds within 7 business days of receiving and inspecting the returned item.
11. Legal Rights
This Return and Refund Policy does not affect any statutory rights you may have under applicable law.
12. Questions and Support
Visit our FAQ page or contact Customer Service at support@stravenoutdoors.com or +1 888-921-6781.