Refund policy

Returns and refunds

We want you to be happy with your Kea Outfitters purchase. If you change your mind, you can request a return within 30 days of delivery, provided the item is in its original, unused condition.

Change-of-mind returns

To be eligible for a change-of-mind return:

Hiking boots must only have been tried on indoors and must be unworn outdoors.
Bike helmets must be unused, unworn, and unaltered for safety and hygiene reasons.
Items must be returned in their original condition and packaging, with all tags and accessories included.
Proof of purchase or your order number is required.

To request a return, contact us with your order number and the reason for the return. If approved, we’ll provide return instructions and the return address.

Customers are responsible for return shipping costs for change-of-mind returns. Original shipping charges, customs duties, and taxes are not refundable unless required by applicable law.

Faulty, damaged, or incorrect items

Please contact us as soon as possible if your order arrives damaged, faulty, or different from what you ordered. Include your order number and clear photos where relevant.

If the issue is confirmed, we’ll offer an appropriate remedy, which may include a replacement, repair, refund, or reimbursement of reasonable return shipping costs.

Refunds

Once your return has been received and inspected, we’ll email you with the outcome. Approved refunds are issued to the original payment method. Please allow 5-10 business days for the refund to appear, depending on your bank or payment provider.

Exchanges

We don’t currently offer direct exchanges. If you need a different size or product, contact us about returning the original item, then place a new order once your return is approved.

Order cancellations

Contact us as soon as possible if you need to cancel an order. We can only cancel orders that have not yet been dispatched. Once an order has shipped, you’ll need to follow the return process above.

International orders

International customers are responsible for checking that products are suitable for their needs before ordering. For change-of-mind returns, customers are responsible for return shipping, customs charges, duties, and taxes unless applicable law requires otherwise.

Customers may have additional rights under the consumer protection laws in their country, including withdrawal or cancellation rights for eligible orders. Nothing in this policy limits rights that cannot legally be excluded.