Refund policy

We want you to love your gear out on the trail. If something isn't right, we'll help you sort it out.

Return window

You can request a return within 30 days of delivery.

Contact us before you send anything back

Please don't ship anything back without talking to us first. Our items ship from partner warehouses, so the return address is often not where your order came from, and it may be a supplier warehouse abroad. To start a return:

  1. Email outvora.support@gmail.com with your order number, the item(s), and the reason for the return (add photos if something is wrong with it).
  2. We usually reply within a few hours with your return approval, the correct return address, and instructions.
  3. Parcels sent without an approved return request, or sent to the wrong address, may not be accepted, and we may not be able to refund them.

Condition requirements

Returned items must be:

  • Unused, unwashed, and in the same condition you received them
  • In the original packaging, with tags and accessories included
  • Free of dirt, odours, pet hair, or signs of outdoor use

(Feel free to try gear on indoors, like a jacket or a pack. Just don't take it on an adventure yet!)

Non-returnable items

Unless they arrive damaged, defective, or wrong, we can't accept returns of:

  • Used, worn, or washed items
  • Hygiene items (e.g. water bladders/hydration reservoirs, water filters, mouthpieces, socks, base layers, underwear) once opened
  • Consumables and hazardous items (e.g. fuel canisters, batteries, fire starters, sunscreen/insect repellent)
  • Personalised or custom items
  • Gift cards
  • Final-sale/clearance items

Who pays return shipping

  • Changed your mind / ordered the wrong size: you cover the return shipping. Return shipping to an international warehouse can cost a lot, so we'll tell you the return address before you decide.
  • Damaged, defective, or we sent the wrong item: we cover all the costs, and often you won't need to send it back at all.
  • Please use a trackable shipping method. We can't refund parcels that get lost on the way back to us.

Damaged, defective, or wrong items

  • Let us know within 7 days of delivery.
  • Send your order number and clear photos (or a short video) of the issue, the product label, and the outer packaging/shipping label.
  • Once confirmed, we'll offer you a free replacement (shipped free) or a full refund, at no cost to you. If we do need the item back, we'll cover the return shipping.
  • For some lower-value items, we may refund or replace without asking you to return it.
  • For defects that show up after the 7-day window, see "Warranty" below.

Refunds

  • How: once your return reaches the warehouse and is checked, or once your damage/wrong-item claim is approved, your refund goes back to your original payment method.
  • Shipping charges: if your item was damaged, defective, wrong, or lost, we refund any shipping you paid. For change-of-mind returns, original shipping charges aren't refunded.
  • Amount: refunds are in USD. Your bank's exchange rate may mean the amount in your local currency is slightly different from what you paid. We can't refund customs duties or taxes you paid to your country's authorities, but you may be able to claim those back from your local customs or courier.

Exchanges

To keep it quick, we handle exchanges as a return plus a new order. Start a return with us, then place a new order for the size or colour you want (it may sell out, so order sooner rather than later). Wrong size sent by us? We'll send the correct one free.

Cancellations

  • You can cancel for a full refund within 24 hours of ordering, as long as your order hasn't been sent to the warehouse or shipped. Email outvora.support@gmail.com as soon as possible.
  • Once an order has shipped, we can't cancel it. You can request a return once it arrives (change-of-mind terms apply).

Warranty

Your items are covered by your legal consumer rights. If something fails, contact us and we'll do our best to help.

Chargebacks

If there's ever a problem, please reach out to us first. We can almost always fix it faster than a bank dispute. Opening a chargeback while we're already helping you can freeze the case and slow down your refund. If a dispute is filed, we'll share order and tracking information with the payment provider.

Questions?

Email outvora.support@gmail.com. We usually reply within a few hours.