Returns Information

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30-Day Money-Back Guarantee

We want to make it as easy, comfortable, and risk-free as possible for everyone to explore the great outdoors. 

That's why we offer a 30-day Money-Back Guarantee on every product you order from our website: use your new products out in the field and return anything you're not happy with to us within 30 days for a full refund.

FAQs

How do I start a 30-day Money-Back Guarantee return?

If your order arrived damaged and you want to return it, or if you have changed your mind and want to return your order, please get in touch with us on this link (and choose "Refund request").

When does the 30-day period start?

The 30-day period starts from the day you receive your order, not when you made the purchase.

Who pays for the return shipping?

We pay for the return shipping. There are no fees associated with the 30-Day Money-Back Guarantee.

Can I use the products during the trial?

Yes, use your new products out in the field and return anything you're unhappy with.

Do I need to return everything in brand-new condition?

No, the items do not need to be in brand-new condition. You can use them during the trial period.

How will my money be returned?

We'll refund your money to the original payment method. So, if you originally paid via credit card, your refund will return to that credit card.

When will I receive my refund?

Once we receive the returned item, we'll check to ensure everything has been returned in full and there isn't any damage to the items (accidental or intentional). After this is confirmed, we will process the refund. 

Refunds are typically processed within 10 business days from when your order has been delivered to our warehouse.

How should I ship my return?

We will be sure to email you with more detailed instructions when you claim the 30-day Money-Back Guarantee. As a general rule, ship the items back in the original packaging. 

Can I claim the 30-day Money-Back Guarantee on part of my order?

Yes, you can claim the 30-day Money-Back Guarantee on part of your order. So, if you bought a HOTTAP and a Tent and want to return the Tent, you can claim the Guarantee on the Tent (and keep the HOTTAP).

If I bought from a retailer, can I return it to Joolca for a refund? 

No, you cannot. The 30-day money-back guarantee only applies to orders bought on the website. You can reach out to the store and request if they can grant the refund.

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