Effective Date: May 15, 2026
Website: www.epagoutdoor.com
Customer Support Email: elowe@epagoutdoor.com
Mailing Address: 68 Woodland Hill, Perth-Andover, NB E7H 5H5, Canada
Phone: +1 (506) 273-3636
Introduction
Welcome to EPAG Outdoor. We take pride in the quality and craftsmanship of our premium-grade outdoor accessories. Our goal is to ensure that every customer is completely satisfied with their purchase. This Refund and Returns Policy outlines the terms and conditions governing returns, exchanges, and refunds for items purchased from our website, www.epagoutdoor.com. Please note that we do not offer refunds without the physical return of the item (i.e., “refund-only” or partial refunds while keeping the product are not permitted). All refunds are strictly contingent upon the receipt and inspection of the returned merchandise.
1. General Return & Exchange Conditions
To be eligible for a return or exchange, your item must meet the following conditions:
- Timeframe: You have 30 calendar days from the date you received the item to initiate a return or exchange request.
- Unused & Unworn Condition: The item must be in its original, unused, and unworn condition. This means it must show no signs of wear, damage, alteration, or laundering.
- Original Packaging & Tags: All items must be returned with their original packaging, tags, labels, and any included accessories (e.g., stuff sacks, care cards) intact.
- Proof of Purchase: A valid order number, receipt, or proof of purchase is required for all returns and exchanges.
- Non-Returnable Items: For hygiene and safety reasons, the following items are FINAL SALE and cannot be returned or exchanged unless they arrive defective or damaged:
- Climbing hardware (carabiners, quickdraws, belay devices that show any wear).
- Personalized or custom-made items.
- Items purchased during final sale, clearance, or with specific “non-returnable” markings.
- Gifts: If the item was marked as a gift when purchased, the return will be credited to the original purchaser.
2. Important: “Refund-Only” Not Permitted
A core principle of our policy is the prohibition of “refund-only” requests. We are unable to issue any form of refund (full or partial) unless the product in question is physically returned to us and passes our quality inspection. Claims for refunds based on dissatisfaction, size issues, or minor defects, without the return of the product, will not be honored. This policy is in place to prevent fraud and ensure the integrity of our inventory and customer transactions.
3. Step-by-Step Return & Exchange Process
To initiate a return or exchange, please follow these steps:
Step 1: Contact Customer Support.
Within the 30-day return window, please contact our Customer Support team via email at elowe@epagoutdoor.com or by phone at +1 (506) 273-3636. Provide your order number, the specific item(s) you wish to return or exchange, and the reason for the return.
Step 2: Receive Authorization & Instructions.
Our team will review your request and, if eligible, provide you with a Return Merchandise Authorization (RMA) number and precise return shipping instructions. Returns sent without a valid RMA number may be refused at our warehouse, delaying or voiding your request.
Step 3: Securely Pack and Ship.
Securely pack the item(s) in their original packaging, along with all accessories and tags. Include a copy of your order confirmation or the RMA form (if provided) inside the package. We strongly recommend using a trackable and insured shipping service, as you are responsible for the item until it is received at our facility.
Step 4: Inspection and Processing.
Once we receive your return, our quality control team will inspect the item(s) to ensure they meet our “unused and unworn” criteria. This process typically takes 3-5 business days after receipt.
4. Outcomes After Inspection & Refund Methods
Based on the inspection results:
- Approved Return for Refund: If the return is approved, a refund will be processed to your original method of payment. Please allow 5-10 business days for the refund to appear in your account after processing. Note: Original shipping charges are non-refundable. Return shipping costs are the customer’s responsibility unless the return is due to our error (wrong item shipped) or a defective product.
- Approved Exchange: For approved exchanges, we will ship the replacement item once the return is received and inspected. You will be notified via email with the new tracking information. If the requested exchange item is of higher value, you will be charged the difference. If it is of lower value, we will refund the difference to your original payment method.
- Denied Return: If the returned item does not meet our eligibility criteria (e.g., shows wear, is damaged, missing parts, or is past the 30-day window), we reserve the right to deny the refund/exchange. In such cases, we may, at your expense, ship the item back to you.
5. Damaged, Defective, or Incorrect Items
We rigorously quality-check all orders before they ship. However, if you receive an item that is defective, damaged in transit, or is not what you ordered:
- Contact us immediately (within 7 days of delivery) at elowe@epagoutdoor.com with your order number, photos clearly showing the issue, and a description.
- We will arrange for a prepaid return shipping label and, upon confirmation of the issue, promptly send a replacement or process a full refund (including original shipping costs) at your discretion. This is the exception to the customer-paid return shipping rule.
6. Return Shipping Costs & Restocking Fees
- Customers are responsible for the cost of return shipping for change-of-mind returns, unless the return is due to our error.
- EPAG Outdoor does not currently charge any restocking fees for eligible returns.
7. International Returns
Customers returning items from outside Canada are responsible for all return shipping costs, customs duties, and taxes incurred. We advise declaring the package as “Returned Goods” with the original commercial invoice to avoid additional duties. Refunds will be issued for the product price only; original international shipping fees are non-refundable.
8. Final Sale Items
Items purchased during clearance sales or marked as “Final Sale” are not eligible for return, exchange, or refund unless they arrive defective.
9. Changes to This Policy
EPAG Outdoor reserves the right to update or modify this Refund and Returns Policy at any time. Any changes will be posted on this page with an updated effective date. Policies in effect at the time of your purchase will govern that transaction.
10. Contact Us
For any questions regarding this policy or to initiate a return, please contact us:
En plein air Gallagher Outdoor Inc.
Customer Service – Returns Department
68 Woodland Hill
Perth-Andover, NB E7H 5H5
Canada
Email: elowe@epagoutdoor.com
Phone: +1 (506) 273-3636 (Mon-Fri, 9 AM – 5 PM AST)
Your satisfaction with our Quality Outdoor Gear, Built for Every Adventure! is our priority.