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Exchanges & Returns

Exchanges and Returns

We guarantee everything we sell. If you are not satisfied with one of our products at the time you receive it, or if one of our products does not perform to your satisfaction, return it to our store for a repair, replacement or refund. Damage due to wear and tear will be repaired at a reasonable charge.


HERE IS HOW.

NOT WHAT YOU ORDERED?

  • If your product does not match the description on our website you are welcome to return it to us within 10 days of receiving it.
  • You will have the option of exchanging the product or being credited with a Gift Card for the same value or being issued a cash refund.
  • If you request a Gift Card it will be issued the same day we receive your parcel back.
  • If you request a Cash Refund this will be processed via EFT within 7 working days, after we receive your parcel back.
  • Products must be undamaged and unused, with the original labels and stickers still attached.
  • Please email customerservice@goneoutdoor.com or call us on 063 113 1330 should you wish to arrange a return. We will arrange for a courier to collect it from you free of charge.
  • You can also return it to any one of our stores. 

I WANT IT, BUT IT DOESN'T FIT.

  • Items (with the exception of underwear) can be exchanged within 10 days of receiving it for a different size, provided it is still available.
  • If the item is not available you will have the option of being issued a Gift Card for the same value or being issued a cash refund.
  • Sale items may not be returned for a cash refund.
  • We are entitled to inspect the product to validate your return.
  • Please email customerservice@goneoutdoor.com, call us on 063 113 1330 should you wish to arrange an exchange. We will arrange for a courier to collect it from you free of charge.
  • You can also exchange it at any one of our stores.
  • Products must be undamaged and unused, with the original labels and stickers still attached.

I DON'T WANT IT.

  • Items (with the exception of sale items, underwear, bikini bottoms and books) can be returned within 10 days of receiving it.

  • Electronic items must be unopened in its original packaging

  • You will have the option of being issued a Gift Card for the same value or being issued a cash refund.

  • If you request a Gift Card it will be issued the same day we receive your parcel back.
  • If you request a Cash Refund this will be processed via EFT within 7 working days, after we receive your parcel back.
  • Sale items may not be returned for a cash refund.
  • Please email customerservice@goneoutdoor.com or call us on 063 113 1330 should you wish to arrange an exchange. We will arrange for a courier to collect it from you at a cost of R80 which will be deducted from your gift card or cash refund.
  • You can also return it at any one of our stores.

 

DEFECTIVE ITEMS? 

  • The definition of a defect is a material imperfection in the manufacture of a product or any characteristic of a product and is unfit for its intended use.
  • Our products are checked before leaving, however, if you find a problem with your product you may return it within 10 days.
  • Depending on the availability of a substitute product we will replace with the same item. Should that same item not be available we will issue you with a gift card or a refund.
  • Goods can be returned and once inspected and declared undamaged or defective, we will issue you a refund within 10 workings days. Returns must include a reason for the return.
  • Please email customerservice@goneoutdoor.com, call us on 063 113 1330 or visit our store should you wish to arrange a return.  We will arrange for a courier to collect it from you free of charge.

 

  • You are responsible for packing the return product safely & securely to ensure against damage in transit. It does not need to be in its original packaging. Please include the order number in the parcel so that we can easily identify your return.

WERE YOUR PRODUCTS DAMAGED ON DELIVERY?

  • Should a product be damaged or missing any parts or accessories at the time of delivery / collection, please notify us within 10 days of such delivery / collection by emailing customerservice@goneoutdoor.com 
  • We will arrange to collect the product from you, at no charge.
  • Once we have inspected the product and validated your return, we will at your choice repair / replace the product as soon as possible (if such repair is possible/ we have the same product in stock to use as a replacement) or credit you with a Gift Card with the purchase price of the product. 

WEAR AND TEAR

  • We want your gear to last. Just because your Jacket has a hole in it doesn't mean it's broken. We'll help you repair it, or if you are not able to we can do it for you.
  • Damage due to wear and tear on Patagonia items can be repaired free of charge.
  • Please email customerservice@goneoutdoor.com or visit any one of our stores with your query.