Return Policy

Returns are accepted within 30 days of delivery when the gear is unused, clean, and complete. Send the item back only after our support team provides return instructions and a return reference.

Do not send a return to the address printed on the shipping label, because that location cannot process customer returns. A parcel sent there may be refused or returned to you without inspection.

Refunds are issued within seven days after the returned item arrives and passes inspection. The refund goes to the original payment method used on the hosted checkout page.

Contact support@demisale.shop with your order number and a short reason for the return. Clear photographs can speed up the review when an item arrived damaged or the wrong product was shipped.

The return window begins on the delivery date recorded by the carrier, not the date you placed the order. A parcel that arrives late still receives the full 30 days from delivery.

For orders that never shipped, cancel the order by email and we will refund the full amount within seven days. Once a parcel has been delivered, the standard 30-day return window applies.

Trekking poles may be returned when they are unused, unmarked, and returned with their carry bag, baskets, and any included tips. A set that shows trail dirt or scratched shafts does not qualify for a full refund.

The compression knee sleeve qualifies only when it is clean, free of hair, and returned with its original packaging. We cannot accept a sleeve that has been worn against the skin for a hike or workout.

The rechargeable torch must include the light, charging cable, battery, and any adapters supplied in the box. Items damaged through misuse, water entry, or unauthorized repair are reviewed case by case.

Email support@demisale.shop with the order number, the item name, and whether you want a refund or replacement. Attach clear photos if the item arrived damaged, faulty, or different from the order.

We will reply with the approved return address, packing instructions, and a return reference. Write that reference on the outside of the parcel and use a tracked service for the shipment.

For a change of mind, you pay the return postage and the original shipping charge is not refunded. The item must still meet the unused and complete condition rules before a refund is approved.

When the wrong item arrived, a product was damaged in transit, or the gear failed under normal use, we cover reasonable return postage. Keep the receipt because we will reimburse that cost after reviewing the claim.

Once the return reaches our inspection point and passes review, we issue the refund to the original payment method within seven days. We send a confirmation email when the refund is submitted.

Card issuers and banks may take several additional business days to post the credit to your account. The timing after submission depends on your financial institution, not on Demi Sale.

If you are unsure whether an item can be returned, email us before shipping it. A quick message with photos and the order number can prevent a parcel from being rejected at inspection.