PURE

Returns, Exchanges, and Repair Policy

1. General Principles

Before purchasing, please carefully review the size, weight, materials, color, features, instructions for use, and precautions listed on the product page.

Where permitted by applicable law, eligible products may be returned within seven days without giving a reason. Products with quality issues may also be returned, exchanged, or repaired.

For any return, exchange, or repair request, please contact:

service@purehikegear.cn

Do not send products back without contacting us and obtaining confirmation in advance. Unconfirmed returns may be unidentifiable, refused, or delayed.

2. Seven-Day No-Reason Return Period

Except for products that are not legally eligible for seven-day no-reason returns, consumers may request a return without giving a reason within seven days of receiving the product.

The seven-day period begins on the day after the product is received. If the final day falls on a statutory holiday, the deadline will be handled in accordance with applicable law.

You must submit a clear return request to us within the return period.

This policy does not limit any other rights consumers may have under applicable law to return, exchange, repair, or seek compensation.

3. Unpacking and Indoor Inspection

Opening the package does not automatically make the product ineligible for return.

To confirm the product’s size, structure, basic functions, and suitability, you may carry out reasonable, careful, and necessary inspection or testing in a clean, dry indoor environment.

Testing must not exceed what is reasonably necessary to verify the product’s nature, functions, and quality.

For tents, tarps, backpacks, storage bags, and other outdoor equipment, indoor inspection generally includes:

  • Unfolding the product briefly in a clean indoor area;
  • Checking its dimensions and structure;
  • Carefully performing one basic setup or assembly;
  • Trying on a backpack and making basic adjustments;
  • Checking zippers, buckles, webbing, and connection points;
  • Inspecting materials and workmanship without causing noticeable creasing or damage.

The following may be considered beyond the scope of reasonable inspection or testing:

  • Using the product outdoors, at a campsite, in mountainous terrain, or in another real-use environment;
  • Exposing it to soil, sand, dust, vegetation, smoke, fire, oil, food, or chemicals;
  • Exposing it to rain, wading, washing, or soaking;
  • Leaving it set up for an extended period or subjecting it to actual outdoor loads;
  • Loading it with gear for hiking or prolonged load testing;
  • Cutting, puncturing, gluing, sewing, or permanently altering the product;
  • Subjecting webbing, cords, zippers, buckles, or similar parts to abnormal force testing;
  • Causing creases, deformation, odors, stains, or wear that affects resale.

4. Condition Requirements for Returned Products

Products returned without giving a reason must remain in good condition, including:

  • The product itself is undamaged;
  • There are no obvious signs of use, wear, or contamination;
  • There are no odors that would affect resale;
  • The product remains fully functional;
  • All parts, accessories, storage bags, instructions, tags, and gifts are complete;
  • The original packaging remains reasonably intact;
  • The product has not been improperly folded, compressed, stretched, or permanently deformed;
  • The product has not been washed, altered, repaired, or processed;
  • The product has not been used beyond reasonable inspection and indoor testing.

Reasonable unpacking, necessary steps taken to inspect the product, and minor packaging changes that do not affect the product’s condition should not be the sole grounds for refusing a return.

5. DCF and Other Special Materials

Some products may use DCF, Ultra, composite films, coated fabrics, or other specialized lightweight materials.

These materials may naturally develop minor creases, indentations, or visible surface changes during normal unfolding, folding, or use. Minor and unavoidable material marks are not necessarily quality defects.

However, for a no-reason return, the following conditions may be considered to affect the product’s condition and resale value:

  • Numerous, dense, or obvious creases not present originally;
  • Obvious deformation caused by excessive rubbing, compression, or repeated folding;
  • Stains, oil marks, soil, dust, or water marks;
  • Adhesive-layer separation, film damage, or stretched fibers;
  • Pinholes, scratches, tears, or abrasion;
  • Noticeable odors;
  • Other material changes resulting from use beyond reasonable indoor inspection.

When assessing whether a product remains in good condition, we consider the material’s characteristics, the product’s original condition, the extent of testing, and any impact on resale. We will not refuse a return solely because of normal, minor, and unavoidable material changes.

6. Products Not Eligible for No-Reason Returns

To the extent permitted by law, the following products are not eligible for seven-day no-reason returns:

  • Customized products made to a consumer’s specified size, color, structure, material, or function;
  • Products personalized with printing, names, logos, or other exclusive content;
  • Products cut, sewn, modified, or processed according to a consumer’s special requirements;
  • Products manufactured after the consumer’s confirmation that cannot be resold as standard products;
  • Other products excluded from no-reason returns under applicable laws and regulations.

For customized products that are not eligible for no-reason returns, we will provide a clear notice on the product page, during customization discussions, or in the order-confirmation process whenever possible, and obtain your confirmation before production begins.

If a customized product has a quality defect, manufacturing error, or clearly fails to meet the customization requirements confirmed by both parties, you may still request appropriate after-sales service in accordance with the law.

7. Circumstances Generally Ineligible for No-Reason Returns

Without affecting statutory consumer rights, the following circumstances generally do not meet the conditions for a no-reason return:

  • The statutory or agreed return-request period has expired;
  • The product has been used outdoors;
  • The product has obvious stains, odors, wear, damage, or extensive creasing;
  • The product has been washed, soaked, or chemically treated;
  • The product has been cut, punctured, sewn, bonded, or modified;
  • Tags, parts, accessories, gifts, or instructional materials are substantially missing;
  • The product was damaged during return transit due to inadequate packaging;
  • The product became damp, moldy, contaminated, or deformed due to improper storage by the consumer;
  • The product’s serial number, identification mark, or anti-counterfeit information has been removed or damaged;
  • The product is customized or otherwise legally excluded from no-reason returns;
  • Other circumstances that materially reduce the product’s value or make it unsuitable for resale.

If a product has only minor and unavoidable changes resulting from reasonable inspection, we will assess the actual circumstances and will not automatically refuse the return merely because the package was opened.

8. Return and Exchange Request Process

Please submit your request as follows:

  1. Email service@purehikegear.cn；
  2. Include the order number, product name, and reason for the request in your email;
  3. Provide photos or videos of the entire product, relevant details, packaging, and tags as needed;
  4. Wait for our staff to confirm the return address and return requirements;
  5. Use a trackable shipping method for the return;
  6. Keep the tracking number and proof of shipment.

Do not return products using freight collect unless we have agreed in writing. Freight-collect packages sent without approval may be refused.

Do not return products to the sender address shown on the shipping label unless our staff expressly confirm that it is the after-sales return address.

9. Return Packaging Requirements

When returning a product, use packaging that is sufficiently sturdy, water-resistant, and resistant to crushing.

For DCF, composite films, coated fabrics, and other products prone to creasing or damage, repack them as close to the original packaging method as possible. Avoid excessive compression, sharp folds, and contact with sharp objects.

Damage during return transit caused by inadequate packaging may affect the refund amount or the outcome of the return.

10. Return Inspection

After receiving the returned product, we will inspect:

  • The product model and quantity;
  • The product’s overall condition;
  • Signs of use and wear;
  • Stains, odors, and material changes;
  • Parts, accessories, tags, and gifts;
  • The condition of the packaging;
  • Whether there is any damage caused by misuse;
  • Whether the product matches the return request.

If the product meets the return conditions, we will arrange a refund.

If the product does not meet the conditions for a no-reason return, we will explain the reason by email and discuss returning the product to you, repair, or another resolution.

11. Refund Method and Timing

For eligible returns, we will process the refund within the period required by applicable law after receiving and inspecting the returned product.

Refunds are generally issued to the original payment method. The time it takes for funds to arrive depends on the processing time of the bank, payment platform, or card issuer.

For no-reason returns:

  • The consumer generally bears the return shipping cost;
  • Whether the original outbound shipping fee is refunded will be determined by applicable law, the order’s promotional terms, and the parties’ agreement;
  • If the order no longer qualifies for free shipping or another promotion after the return, we may deduct the corresponding original delivery charge to the extent permitted by law;
  • Additional costs arising from a consumer’s choice of a more expensive special delivery service may not be refundable.

For returns or exchanges caused by quality defects, incorrect or missing items, or shipping damage, we will bear the reasonable and necessary related shipping costs as required by law.

For purchases made using coupons, points, or combined discounts, the refund will be calculated based on the amount actually paid and the allocation rules for the discount.

12. Exchanges

To request an exchange, please first contact service@purehikegear.cn.

Exchanges are subject to product availability. If the requested product is out of stock, we may arrange for you to:

  • Wait for restocking;
  • Exchange it for another product and pay or receive any price difference;
  • Return the product for a refund.

For exchanges requested for personal reasons, the consumer generally bears the round-trip shipping costs.

For exchanges caused by a quality defect or an incorrect or missing item, we will bear the reasonable and necessary shipping costs as required by law.

13. Color, Size, and Handmade Variations

Different displays, lighting, photography conditions, and material batches may result in reasonable color variations.

Lightweight equipment and handmade products may have reasonable variations in weight, dimensions, stitching, panel placement, or appearance.

Weights and dimensions shown on product pages may be based on sample measurements and may include reasonable tolerances. Actual products may vary slightly due to material batches, components, or production-process adjustments.

Reasonable variations that do not affect normal function, structural safety, or the product’s primary purpose are generally not considered quality defects. Variations beyond a reasonable range or products that clearly differ from their description will be handled according to the circumstances.

14. One-Year Free Repair for Non-User-Caused Damage

For one year from the date the product is received, we provide free repair service for material or workmanship issues not caused by the user that arise under normal and reasonable use.

Free repair generally covers only reasonable repair labor and necessary basic repair materials.

Unless otherwise required by applicable law or separately agreed by us, the consumer bears the shipping costs to the repair location and the return shipping after repair.

If inspection confirms a product quality defect and applicable law requires the seller to bear necessary shipping costs, we will handle them in accordance with the law.

15. Eligibility for Free Repair

Free repair may apply to:

  • Obvious seam separation occurring under normal use;
  • Abnormal failure of buckles or connecting components under normal use;
  • Manufacturing defects arising under normal use;
  • Other issues confirmed by inspection to result from materials or workmanship.

Eligibility for free repair will be determined after we receive and inspect the product.

16. Circumstances Not Covered by Free Repair

The following are generally not covered by the one-year free repair service:

  • Cuts, punctures, or tears caused by tools, branches, rocks, animals, or other external objects;
  • Damage caused by flames, high temperatures, cigarettes, or other heat sources;
  • Improper setup, excessive stretching, or loads beyond the product’s design limit;
  • Damage caused by strong winds, heavy rain, blizzards, hail, falling rocks, or other extreme conditions;
  • Damage caused by dropping, impact, compression, dragging, or traffic accidents;
  • Use of unsuitable detergents, solvents, insect repellents, adhesives, or chemicals;
  • Failure to clean, store, dry, or maintain the product as instructed;
  • Prolonged UV exposure or normal aging;
  • Normal wear, coating degradation, material fatigue, or declining water resistance over time;
  • Modification, cutting, sewing, or repair performed by the consumer or a third party;
  • Use of the product beyond its intended purpose;
  • Loss, theft, or purely cosmetic concerns;
  • Other damage caused by human factors or reasons unrelated to the product’s quality.

Paid repair may be requested in the above circumstances, but repairability will depend on the actual damage.

17. Paid Repair for User-Caused Damage

For products with user-caused damage, normal wear, an expired free-repair period, or damage outside free-repair coverage, we may offer paid repair depending on the materials, structure, location of the damage, and availability of parts.

Repair charges may include:

  • Inspection fees;
  • Labor charges;
  • Material and parts costs;
  • Disassembly or reassembly charges;
  • Round-trip shipping costs;
  • Other necessary costs.

The exact cost will be determined after inspecting the product. Before starting any paid repair, we will provide a repair plan and cost explanation for your review and confirmation.

We will not perform repairs involving additional charges without your confirmation.

18. Circumstances Where Repair Is Not Possible

Repair may not be possible in the following circumstances:

  • The damage is too extensive;
  • Critical structural components are severely damaged;
  • Basic safety or function cannot be assured after repair;
  • The original materials or parts have been discontinued;
  • The product has been improperly modified;
  • The repair cost significantly exceeds the product’s reasonable value;
  • Other circumstances in which a reasonable technical repair is not possible.

If the product cannot be repaired, we will explain the situation and discuss returning it to you or another appropriate resolution.

19. Appearance Differences After Repair

Repairs may leave patches, stitching, tape, color variations, material differences, or other visible marks.

The primary purpose of repair is to restore the product’s structure and usability as far as reasonably possible. We do not guarantee a like-new appearance or that the repaired area will exactly match the original product.

We will select suitable materials and repair methods within reasonable limits.

20. After-Sales Shipping and Risk

When sending a product for return, exchange, or repair, use a trackable shipping method and package it securely.

Until a product sent by you is actually received by us, the sender generally bears the risk of loss or damage during return transit, unless otherwise required by law or agreed by both parties.

We recommend keeping proof of shipment and considering shipping insurance based on the product’s value.

21. Proof of Purchase

When requesting a return, exchange, or repair, we may ask you to provide:

  • order number;
  • Purchase record;
  • Proof of payment;
  • product photographs or videos;
  • Product identification information;
  • Details of the damage and how the product was used.

Failure to provide reasonable proof of purchase may affect our ability to verify the purchase date, warranty period, and product origin.

22. Abuse of After-Sales Service

Where reasonable evidence indicates any of the following conduct, we may refuse unreasonable after-sales requests to the extent permitted by law:

  • Providing false orders, photos, or descriptions of damage;
  • Intentionally damaging a product and then claiming a quality defect;
  • Swapping, substituting, or returning a product that was not part of the order;
  • Repeatedly making purchases in bad faith, using the products, and then returning them;
  • Threats, fraud, or other unlawful conduct.

This section does not affect a consumer’s right to make genuine and reasonable after-sales requests in accordance with the law.

23. Contact and Dispute Resolution

Contact for returns, exchanges, and repairs:

Email:service@purehikegear.cn

To help us process your request efficiently, please use the following email subject line:

“After-Sales Request + Order Number”

We will make reasonable efforts to resolve disputes concerning orders, shipping, returns, exchanges, or repairs through consultation with you.

If consultation does not resolve the matter, either party may seek resolution through the relevant consumer-protection authority, market-regulation authority, or a court of competent jurisdiction in accordance with the law.

This policy does not exclude or limit any mandatory rights consumers have under applicable law.