We want you to be happy with your gear. If something is not right, we are here to help. Please read the details below so your return goes smoothly.
Our 30-day return policy
You can request a return within 30 days of receiving your order. After 30 days, we are unable to offer a refund or exchange, except where required by applicable law.
Return conditions
To be eligible for a return, items must be:
- Unused and in the same condition you received them
- In the original packaging, with all tags, parts and accessories included
- Accompanied by proof of purchase, such as your order number
Items that show signs of use, damage or missing parts may not be eligible for a full refund.
How to start a return
- Email us at hello@campvix.com with your order number and the item or items you would like to return.
- Let us know the reason for your return. Photos are helpful if an item is damaged or not as described.
- We will review your request and reply with return instructions, including the return address. Please do not send items back without contacting us first, as returns are handled by different partner warehouses.
- Pack the item securely and send it using a trackable shipping method.
- Once we receive and inspect your return, we will email you to confirm whether it has been approved.
Please wait for our return instructions before sending anything back. Items sent to the wrong address may not be able to be processed.
Return shipping costs
Unless your item arrived damaged, defective or incorrect, return shipping costs are the responsibility of the customer, and original shipping charges are not refundable. We recommend using a trackable service, as we cannot be responsible for returns lost in transit.
Damaged, defective or incorrect items
If your item arrives damaged, defective or is not what you ordered, please contact us at hello@campvix.com within 7 days of delivery, including your order number and clear photos of the item and packaging. We will arrange a replacement or a full refund, at no cost to you. In some cases we may not need the item returned.
Refunds
Once your return is received and approved, your refund will be issued to your original payment method through PayPal. Refunds are typically processed within 5 to 10 business days after approval. Depending on your bank or card issuer, it may take a few additional days for the refund to appear in your account.
If you paid with a card through PayPal, the refund will be returned to that card.
Exchanges
If you need a different size or color, the quickest way is to return the original item for a refund and place a new order. Contact us if you need help.
Non-returnable items
For hygiene and safety reasons, some items cannot be returned unless they are damaged or defective:
- Opened personal care or hygiene products
- Used sleeping bags, pillows and liners
- Opened consumables such as fuel or food items
- Gift cards
- Items marked as final sale
Order cancellations
If you need to cancel an order, contact us at hello@campvix.com as soon as possible. If the order has not yet been processed for shipping, we can cancel it and issue a full refund. Once an order has shipped, it will need to be returned under this policy.
Questions?
We are happy to help. Reach us at hello@campvix.com and include your order number so we can assist you quickly.