Hikesoul

Return & Refund Policy

Last updated: 28 August 2026

We want you to be satisfied with what you buy from Hikesoul. This policy sets out when and how you can return an item and how refunds are handled.

1. Order cancellations

You may cancel an order within 2 hours of purchase by emailing support@hikesoul.com with your order number, provided the order has not yet entered dispatch. After that point, please use the return process below.

2. Return window

You may request a return within 30 days of the delivery date. Requests made after 30 days cannot be accepted.

3. Condition of returned items

• Items must be unused, in the condition you received them, and in their original packaging with any tags, manuals and accessories included.
• Items showing wear, field use, missing parts or damage not present at delivery may receive a partial refund or be refused.
• Proof of purchase — your order number or confirmation email — is required.
• Hikesoul does not charge restocking fees.

4. How to start a return

• Step 1. Email support@hikesoul.com with your order number, the item you wish to return, the reason, and photographs if the item is faulty or damaged.
• Step 2. We will reply within 24 hours on business days with a Return Authorization number and the return address to use.
• Step 3. Send the item back within 14 days of receiving your authorization, with the authorization number marked clearly on the outside of the parcel.
• Step 4. Use a trackable service. We cannot process a refund for a return we do not receive.

Returns sent without prior authorization cannot be processed.

5. Who pays return shipping

Return shipping is paid by the customer for change-of-mind returns. We cover return shipping where the item is faulty, damaged in transit, or not the item you ordered.

6. Refunds

• Once your return arrives and passes inspection, we will email you and issue the refund within 5 business days.
• Refunds are issued to the original payment method. We cannot refund to a different card or account.
• Your bank or card issuer may take a further 5–10 business days to post the refund to your statement.
• If the refund has not appeared after that period, contact your bank first, then email us at support@hikesoul.com and we will provide confirmation of the refund.

7. Faulty, damaged or incorrect items

Report any damage or fault within 48 hours of delivery, with photographs of the item and its packaging. Where we confirm the fault, you may choose a replacement or a full refund, and we cover all shipping costs. If you receive the wrong item, contact us and we will arrange the correct item and cover the return.

8. Exchanges

We do not offer direct exchanges. To change a colour, size or model, return the original item under this policy and place a new order.

9. Items that cannot be returned

• Items returned outside the return window.
• Items returned without authorization.
• Items that have been used in the field, altered or washed.
• Gift cards.

10. Lost parcels

Parcels that do not arrive are handled under our Shipping Policy, not under this policy.