Refund policy

Product & Services Refund Policy

We believe in 100% satisfaction, which is why we offer a money back guarantee when there is a defect in materials/ workmanship.


New Products

You have 7 days from the date you receive our products to decide whether our products are right for you. If you are not satisfied, we offer money-back guarantee.


Damaged/ Defective

For all new products which are damaged or defective products when received, please contact us through the link at the end of this document. You may be requested to send proof of damage/ defect. If the return/exchange request has been accepted, you will either send the product back with our shipping label, or we will pick it up from you within 50 km of our warehouse. You will be required to place all the contents and accessories back into the original box in which they came in (otherwise there will be a 20% restocking fee). You will receive your choice of a refund to your payment method, store credit, or your replacement product minus the return shipping.


Like-New Products

You have 7 days from the date you receive our products to decide whether our products are right for you. If you are not satisfied, we offer product exchange guarantee.


Damaged/ Defective

For all used products which are damaged or defective, Adventure Outdoors reserves the right to investigate individual exchange requests case-by-case with proof of defect. We ensure that our products will be thoroughly inspected and restored by our professional maintenance and repairs staff. Given that these products are used, they may contain cosmetic imperfection(s)/ damage(s). However, we guarantee that there will be no functional defects. They will operate as close to new condition as possible. Keep in mind that our fantastic pricing will be reflective of their cosmetic condition, so you save money and help the environment with reusing.

We will make every effort to accommodate your request, however, given the value of the used products we provide, Adventure Outdoors reserve the right to make the final decision on whether you will receive a exchange/ replacement product or a store credit towards a future purchase. In extremely rare circumstances, we may offer a refund to your original method of payment minus a 20% restocking/ reconditioning fee and return shipping.

All Orders

  1. For all orders placed online using card payments, PayPal, Alipay, or AfterPay (New & Like-New products) and the customer requests for the order to be cancelled prior to processing and shipping, or returned after delivery, a full refund will be processed minus our merchant payment processing fees (2.99%) for New products only (like-New products qualify for store credits/ exchange only, no refunds).
    • This does not apply to etransfer payments. There are no processing fees and you will receive 100% refund subject to the terms listed above.
  2. In the event that the Customer cannot purchase an item in person and would like to place a 10% deposit instead for the item to be delivered by AO staff, the deposit will not be fully refundable if the customer refuses to take the delivery of the item. $50 will be withheld by AO to cover delivery and handling expenses, the rest will be refunded to the original method of payment.
  3. For products which are rented out, the Customer may place a 10% of the total retail price as a refundable deposit in the form of EMT (etransfer) to hold the product until the product is returned from being rented.
    • The Customer may request for a refund after viewing the item in person if the product does not meet the Customer standards.
    • The Customer may also choose to transfer the 10% deposit towards the purchase of another product or service of their choice.
    • The Customer must view the product and make a decision within 48 hours. If the Customer does not view the product within 48 hours of the product return and does not request for a refund, the deposit will not be refundable.
  4. For Pre Orders, the ETA are not guaranteed and are only estimates based on historical data of the time it took to process the orders. Click here to review the full Pre-Order Process.
    • All Pre Order cancellations are subject to 25% fee of the total (after tax) due to the extensive costs incurred throughout the process of filling your order.
    • Any Pre Orders placed by accident are subject to a 5% cancellation fee if notified within 1 hour of order placed. Otherwise 25% fee applies as mentioned above.

Whether new or well-loved, we are optimistic that our products will exceed your expectations.

If they trouble you, we got your back and you will get outdoors ASAP.


Services Refund Policy


Rental Services

When you book our services, we will deliver! That will always be our motto.

Here’s our simple policy with regards to rental cancellations and refunds:

  • Full refund with cancellations before 9am PST, 7 days or more prior to start of the rental period.
  • 50% refund or 100% rental credits before 9am PST, within 2 to 7 days prior to the start of the rental period.
  • No refunds/ credits after 9am PST within 48 hours before the start of the rental period.
  • If no vehicle information is provided, or is incorrect, Adventure Outdoors will make every effort to find parts required to complete your carrier or RTT rental. In the event that there’s no parts availability, the cancellation/ refund terms above apply.
    • We can also source parts at the expense of the Customer, based on parts availability.
    • It is the customer’s responsibility to ensure 100% fit by contacting Adventure Outdoors well ahead of the rental start date, or booking an appointment to have the vehicle assessed in person for confirmed fit.

We understand that there can be unforeseen emergencies, in which case a rental credit may be provided at the sole discretion of AO staff and left on file for future rentals.


Tour Services

We take pride in our handpicked guided tours, and our top priority is to provide outstanding experiences. However, we understand that you may not be able to make it to our guided tours due to unforeseen emergencies. In such rare cases that you miss our planned tour, you may be requested to provide proof of such an emergency to receive credits and use them how you want on our fancy online platform.

Because of the unpredictable weather, we reserve the right to make the decision and re-schedule a tour with our patrons due to safety-related concerns. In such cases, there will be no refunds, but we will offer store/ service credits for you to use in the future if you decide not to take part in our future guided tours. We will make every effort to notify you as early as possible.

Similarly, for tourists who may not be able to use our services in the future, we offer full refunds with proof of emergency and weather-related cancellations.

Gift Card Refund Policy

Adventure Outdoors e-gift cards are separated by services and products in the following ways: the e-gift card purchased through our e-commerce store only applies to our products sold, whereas the funds within the e-gift cards purchased on our services side only apply to our services provided (i.e. guided tours and rentals).

We do not provide a refund for any reason in purchased e-gift cards, however, you can request a transfer of funds between the two types of e-gift cards (i.e. services provided and products sold). The request will be processed within 2 business days and will be subject to a 0.99% merchant payment processing transfer fee.


Sale Price Adjustment & Store Credit Policy

At Adventure Outdoors, we aim to ensure you feel confident shopping with us. If an item you purchased goes on sale shortly after your order, you may be eligible for a store credit reflecting the price difference.

Eligibility

You may request a price adjustment if:

  • The item you purchased goes on sale within 14 days of your original purchase date
  • The exact item (including size, color, and style) is still in stock and listed at the lower sale price
  • The item was purchased at regular price or a higher sale price

How It Works

  • If eligible, we will issue store credit for the difference between the price you paid and the new sale price
  • Store credit will be issued to your Store Account OR Email Gift Card and can be used toward any future purchase
    • Store Credits expire at the end of the calendar year
    • Gift Card Credits do not expire unless otherwise stated

Exclusions

Price adjustments are not available for:

  • Used items (Like-New, Good, Fair, and AS-IS conditions)
  • Final sale items
  • Flash sales, limited-time promotions, or special discount events (e.g. Black Friday, Boxing Day, etc.)
  • Purchases made with third-party discount codes, employee discounts, or reward points
  • Pre Orders
  • Items that are no longer in stock at the lower price

How to Request a Price Adjustment

Please contact our Customer Support team within 14 days of your purchase. Be sure to include:

  • Reply to your order confirmation email with:
    • A screenshot or link to the current lower price (required)
    • Your order number

Additional Notes

  • Price adjustments are issued once per item
  • Store credit cannot be converted to cash or applied retroactively to previous orders