HOW DO I START A RETURN?
If you're located in Germany, you can start a return by using the return form that lays inside your shipping box and do as follows:
1. Pack the items you want to return as you received them.
2. Create an return label using the link provided on the return slip.
3. Fill out the provided return slip and place it in the package.
4. Securely close the shipping package.
5. Stick the return label to the outside or use the digital QR-Code.
6. Cover or remove any old shipping labels.
7. Give the package to the carrier identified on the label.
As soon as we receive the package, we will check the return and transfer the amount back to you within 10 days.
Customers outside Germany, should follow the instructions provided as well but need to cover the return costs by themselves.
HOW LONG CAN I RETURN PRODUCTS?
We accept returns within 14 days after receipt of the products.
IN WHAT CONDITION MUST I RETURN THE PRODUCT?
We only accept returned products that are in the same condition in which they were delivered. Items must not be damaged, soiled, washed, altered or worn. If items are still returned, the purchase amount will not be refunded and we will return the items to you.
WHY ARE THERE NO EXCHANGES?
We only offer returns because this is a quicker and more user-friendly solution overall. This helps to ensure that you can get the correct size, colour, and style faster than an exchange would be.
WHAT IS YOUR RETURNS AND EXCHANGE POLICY?
To view our full returns and exchange policy, please click here.
DO YOU PAY FOR MY RETURN SHIPPING?
In Germany your return will be free of charge by using the return form that you received when you got the shipping box.
Customers outside of Germany have to cover the return costs by themselves.
Sea to Summit does not take any responsibility for returns lost in transit so please use a trackable postage service.
WHAT CANNOT BE EXCHANGED/RETURNED?
Items exempt from our change of mind return policy include face masks and some clearance items.
MY ORDER WAS RETURNED TO SENDER, WHAT DO I DO?
Once an order is marked by the carrier as Return to Sender, the order will be sent back to our warehouse. When the order arrives back to us, we can reach out letting you know we have received the order, and will happily re-send the order and provide an updated tracking number.
CAN I RETURN A USED ITEM?
We do not accept returns for any used items. If there is an issue with your item, we are happy to discuss the issue and help in identifying a solution. Please contact our Warranty team to assist with your request.
CAN I RETURN AN ITEM THAT I RECEIVED AS A GIFT?
If you received an order that was a gift and the items meet our return criteria you can start the return process as usual but please know you will need the email address associated with that order. Once you start the return, instructions will be emailed to the email address you provided and the return value will go back on the card that was used to place the order.
HOW LONG WILL IT TAKE FOR ME TO RECEIVE MY REFUND FOR MY RETURN? THE TRACKING NUMBER SHOWS NO MOVEMENT. WHAT’S GOING ON?
We do our best to completely process returns within 5-7 business days from the date the goods are returned to our warehouse. During high traffic periods (like Holiday season), it can take up to 14 business days for a return to be processed.
CAN YOU REFUND TO A DIFFERENT PAYMENT METHOD?
No, we aren’t able to refund to a different payment method. If you are completing a return and the original card you used to purchase the item is no longer active the refund will still post to the account associated with the credit card.