We don’t have a return policy.
It’s an odd thing to me. A policy to govern customer satisfaction. How does one carefully construct a policy that both meets the needs of every guest in the shop, while also meeting the needs of the business?
It’s impossible. So we don’t consider it.
It hadn’t even occurred to me that we should consider it until a guest came in and asked me, “What is your return policy”? I responded that we have no need for a policy because our aim is to leave every customer 100% satisfied for the functional life of everything we sell and implementing any policy would mean that some customers get left behind.
It’s that simple. I don’t like rules. You probably don’t like rules.
I reviewed the return policy of one of the more well-known outdoor gear retailers out there. It is 223 words long. It takes them 223 words to articulate to you the various hoops that you need to jump through to receive a satisfactory resolution to your problem. As long as your issue happens within one year of purchase (or 30 days for used gear).
Every purchase that you make in our shop is more than a transaction, it is a handshake. A commitment to treat each other fairly.
Things get old. Things wear out. But if you’re ever dissatisfied with any aspect of your purchase bring it back. No questions asked. When you chose us it was an expression of trust, and it would be awfully rude of us not to return the favor.
Our mission statement is simple: Create adventure. But more than that, we want to help you create a life of adventure. And that means having gear that stands the test of time.
We want to be a great neighborhood outdoor gear shop. But more importantly, we want to deserve to be a great neighborhood outdoor gear shop. We’re working on that every day.
So put your gear to the test. If it ever lets you down, we’ve got your back. For life.