⚠️ Important Notice
We are committed to providing a safe and professional shopping experience. In compliance with consumer protection regulations, we offer a "Free Return Shipping" service for domestic orders. However, due to hygiene and safety standards (especially for climbing gear), certain items are non-returnable. Please read carefully before purchasing. (Note: International orders are NOT eligible for returns.)
Items & Conditions Ineligible for Return
- Technical Climbing Gear: Including harnesses, crampons, ropes, carabiners, belay devices, pulleys, etc. Due to Life Safety Precautions, these items cannot be returned or exchanged once sold unless defective.
- Hygiene & Consumable Goods: Food, fuel canisters, sunglasses, stoves, and intimate apparel (underwear, socks, compression tights, supports) are non-returnable.
- Hygiene-Sensitive Items: Sleeping bags and pillows cannot be returned once the packaging is opened.
- Tents: Tents that have been pitched/unfolded cannot be restored to "Brand New" condition and are ineligible for return.
- Non-Pristine Condition: Items that have been used, washed, stained, or show signs of wear (e.g., scuffed soles on footwear) cannot be returned.
- Missing Components: Returns must include the main product, all accessories, free gifts, warranties, and original packaging. Missing items will void your return eligibility.
- Excessive Returns: We reserve the right to decline future orders from customers with a history of frequent, groundless returns or failed pickups.
Return Process
1. Sign InLog in to your member account on our official website.
2. Order HistoryLocate the order containing the item(s) you wish to return.
3. Submit RequestMessage us through the order contact area within 7 days of receiving your parcel. Our team will assist you shortly.
4. Choose LogisticsOptions include: 7-Eleven Return Service (Taiwan only), Courier Pickup, or In-store Return.
5. Refund IssuedOnce the item passes inspection, your refund will be processed back to your original payment method.
Packaging Requirements
1. Secure Wrapping
- Returned items must be placed in an additional shipping box or opaque wrap so that the contents are not visible.
- Transparent packaging is strictly prohibited.
- DO NOT stick shipping labels directly onto the original shoe box or product packaging.
7-Eleven Return Service / ibon Guide
Step 1 Visit any 7-Eleven store and find the ibon kiosk.
Step 2 Select "Return Service" (退貨服務) on the screen.
Step 3 Enter the "Return Code" provided by our staff and print the label.
Step 4 Attach the label to your securely wrapped parcel and hand it to the store clerk.
Enter your code and print the label to complete the return.
