Overview
We want you to love your gear. If something isn’t right, you can return most unused items within 7 days of delivery for a refund or exchange — just reach out to us via WhatsApp or email with your order number, and we’ll walk you through the process. Damaged or defective items are covered too, at no extra cost to you. Full details are in our complete Refund and Return Policy below.
Return Due To Change Of Mind
OHiking Outdoor Gear Hub accepts returns due to a change of mind if the return request is made within 7 days of receiving the item. The item must be returned unused, in its original packaging, and in resellable condition.Customers are responsible for the cost of return shipping and must arrange the shipping themselves.
Once the returned items are received and approved, Hiking Outdoor Gear Hub will issue a credit or a replacement of the item if in stock. You will be notified of the replacement via email, SMS, or another messaging system.
Please note that Hiking Outdoor Gear Hub will credit or replace the value of the returned items but not including any shipping costs.
Warranty Returns
IHiking Outdoor Gear Hub will honor valid warranty claims if submitted within 30 days of receiving the items. Once we receive the returned items, we will process the warranty claim within 7 days.
Once warranty claim is confirmed, you will receive the choice of:
(a) a refund in store credit
(b) a replacement item sent to you (if stock is available)
Delivery Terms
Transit Time
In general, shipments are in transit for 1–3 days
Hours of Operation
Orders placed before 05:00 PM (EAT+03) will be dispatched the same day, otherwise, within the next business day. Our shop operates on Monday–Saturday during standard business hours, except on national holidays and on Sundays at which a customers’ order can be attended to on appointment. On instances that the shop is closed, we take steps to ensure shipment delays will be kept to a minimum.
Change Of Delivery Address
For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.
Items Out Of Stock
If an item is out of stock, we will cancel and refund the out-of-stock items and dispatch the rest of the order.
Delivery Time Exceeded
If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.
Parcels Damaged In Transit
If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service for the next course of action.
Need help?
Contact Hiking Outdoor Gear Hub
Email: hikingoutdoorgearhub@gmail.com
WhatsApp: +254 793 764 786
Address: Thika Road, Mountain Mall, Nairobi, Kenya