Refund policy

At Rei Equipment, we want you to feel confident about every purchase. Whether you are choosing clothing, footwear, packs, bottles, or accessories, we understand that the right fit, condition, and product choice matter. If something does not work for you, we are here to help.

Return Eligibility

You may request a return within 30 days of receiving your order.

To be eligible for a return, items should be:

Unused and in their original condition.
Clean and free from damage caused by use.
Returned with original packaging, tags, and accessories where applicable.
Accompanied by your order information so we can identify the purchase.

For clothing and footwear, please take a moment to check the size and fit before removing tags or using the item outdoors. If you receive an item with an obvious manufacturing defect, please contact us as soon as possible so we can help resolve the issue.

Products damaged through normal wear, improper use, washing, alteration, or accidental damage may not qualify for a return or refund.

How to Request a Return

Please follow these simple steps:

1. Contact us
Email our customer service team at admin@rei-equipment.shop and provide your order number, the product you would like to return, and the reason for the return.

2. Wait for return instructions
We will review your request and provide the appropriate return instructions.

3. Prepare your package
Pack the item securely to help prevent damage during transportation. Whenever possible, use the original packaging.

4. Send the item back
Ship the approved return according to the instructions provided by our customer service team.

5. Return inspection
Once we receive your return, we will inspect the item and process the return or exchange within 4–7 days.

Refunds

Once your return has been received and approved, the refund will be issued to the original payment method used for your purchase.

We accept Visa and MasterCard payments.

After the refund is processed by us, please allow 2–3 weeks to receive your refund. The exact time depends on your card issuer or financial institution and may vary from one provider to another.

If you have not received your refund after this period, please contact us at admin@rei-equipment.shop so we can assist you.

Exchanges

If you need a different size, color, or eligible replacement item, please contact us before sending your original product back.

Exchange requests are handled after the returned item is received and reviewed. Processing generally takes 4–7 days after we receive the return or exchange.

Availability may vary. If the requested replacement is unavailable, we may provide another appropriate solution, such as a refund for the returned item.

For footwear and clothing, we recommend checking the size information carefully before requesting an exchange.

Return Shipping Costs

Unless we have confirmed otherwise with you, return shipping costs are the customer's responsibility for returns resulting from a change of mind, incorrect size selection, or personal preference.

If you receive an incorrect item or a product with a confirmed manufacturing defect, please contact us before returning it. We will review the situation and provide appropriate instructions.

Original shipping charges are generally non-refundable unless the return is related to an error on our part or another issue covered by our return terms.

Damaged or Incorrect Items

We carefully prepare orders before shipment, but products can occasionally be affected during transportation.

If your package arrives damaged, incomplete, or contains the wrong product, please contact us at admin@rei-equipment.shop as soon as possible. Include your order number and, where helpful, clear photographs of the packaging and product.

This allows us to understand the issue quickly and determine the most appropriate solution.

Items That May Not Qualify for Return

A return may be refused or adjusted when an item has:

Signs of use beyond reasonable inspection.
Damage caused by misuse, accidents, or improper care.
Alterations or modifications.
Missing original components or accessories.
Damage caused after delivery that is unrelated to a manufacturing defect.

We aim to distinguish fairly between genuine product defects and damage resulting from use or handling.

Shipping and Order Processing

Orders are normally processed within 4–7 days.

Our standard shipping option is DHL/FedEx, with an estimated delivery time of 7–14 days and a shipping charge of 12.95.

We also offer EMS shipping with delivery estimated at 12–24 days, with free shipping on orders over 50.

We ship worldwide except to Asia and remote areas. Delivery times may vary depending on the destination, carrier conditions, customs procedures, and other circumstances outside our control.