RETURN & EXCHANGE POLICY

At Borderline Outdoor, we want you to shop with confidence. If you are not fully satisfied with your purchase, eligible items may be returned or exchanged within 14 days, provided that the item meets the conditions below.

Final Sale Notice: Items purchased at a discount of over 39% off are considered FINAL SALE and are not eligible for return or exchange, unless the item has a verified product defect.

Return & Exchange Window

Customers may request a return or exchange within 14 days of the purchase date for in-store purchases, or within 14 days of receiving the order for online purchases.

Return Eligibility

To be accepted for return or exchange, items must meet all of the following conditions:

• The item must be unused and in brand-new condition.
• The item must be unopened or only opened for inspection, with no signs of actual use.
• Original packaging, tags, accessories, parts, manuals, and included items must be complete.
• The item must have no signs of outdoor use, installation, setup, dirt, stains, odor, wear, or damage.
• The item must not be damaged due to misuse, improper setup, force, or customer handling.

Examples of acceptable returns

• Apparel that has only been tried on, with tags attached.
• Outdoor gear that was opened for inspection but never used.
• Products returned with complete original packaging and all accessories included.

Returns we cannot accept

• Items that have been used outdoors.
• Tents, camping gear, cookware, water bottles, or equipment showing signs of use.
• Items with dirt, stains, odor, scratches, wear, missing parts, or damaged packaging.
• Items damaged by incorrect setup, improper installation, excessive force, modification, or misuse.

Return Authorization

All returns must be pre-authorized before being sent back. Please contact us before returning any item so we can review your request and provide return instructions. Unauthorized returns may be delayed or refused.

Online Order Returns

For online orders, customers may choose one of the following return methods:

• In-store return: Bring the item and order information to a Borderline Outdoor store for inspection and processing.
• Return by mail: Ship the item back to Richmond hill store after receiving return authorization from our team.

For returns or exchanges that are not caused by a product quality issue, return shipping costs are the customer's responsibility. Refunds or exchanges will be processed only after the returned item has been received and inspected.

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as you receive it. If the item is defective, damaged, missing parts, or if you received the wrong item, contact us immediately with your order number, photos or videos of the issue, and a brief description. We will review the case and help make it right.

Warranty Policy

Warranty applies only to product quality issues or manufacturing defects. Warranty does not apply to human-caused damage, misuse, or normal wear and tear.

Naturehike Products Warranty

All Naturehike products purchased online are handled through Naturehike's official warranty process. Borderline Outdoor does not directly provide refunds or replacements for Naturehike warranty claims.

Customers should contact Naturehike official support directly at support@naturehike.com.

Please submit the following information:

• Proof of purchase
• Product photos
• A description of the issue

Naturehike will review the case and determine the repair or replacement solution.

Other Brands Warranty

For other brand products, if a non-human-caused product quality issue occurs within one year of purchase, Borderline Outdoor may assist with the warranty process.

To start a warranty request, please provide:

• Order number
• Purchase date
• Product photos or videos
• A description of the issue

We will review whether the issue is related to product quality or customer use. The final repair or replacement result will be determined according to the brand's warranty policy.

Not covered under warranty

• Normal wear and tear.
• Incorrect setup, installation, or assembly.
• Improper use, excessive force, or accidental damage.
• Unauthorized modification or repair.
• Damage caused by fire, sharp objects, severe weather, or use beyond the product's intended environment.

Order Cancellation

Orders may be cancelled only if they have not yet been fulfilled, packed, or handed over to the carrier. Once an order has been shipped, it cannot be cancelled directly. After receiving the item, customers may request a return according to this Return & Exchange Policy.

Refund Processing

Refunds are processed after the returned item has been received, inspected, and confirmed to meet our return conditions. If the returned item does not meet the policy requirements, we may pause the refund and contact the customer to arrange item pickup or return shipment.

Contact Information

To start a return, exchange, warranty request, or order cancellation request, please contact us:

Email: support@borderlineoutdoor.com
Phone: 416-835-6486
Mail: 160 West Beaver Creek Rd, Unit 5, Richmond Hill, ON L4B 1B4