Adventure-Ready Satisfaction Guarantee
At Outdoor Research Store, we stand behind our gear with the same confidence you have on the trail. If your purchase doesn’t meet your expectations, we’re here to help make it right.
Returns & Exchanges Overview
We accept returns and exchanges within 15 days of your receipt of items. All returned items must be in original condition – unused, unwashed, with original tags attached and in original packaging.
Return & Exchange Process
Step 1: Initiate Your Return/Exchange
Contact our customer service team within 15 days of receiving your order to request a return or exchange authorization.
- Email: [email protected]
- Include your order number and reason for return/exchange
- We’ll provide you with a Return Authorization Number
Step 2: Prepare Your Package
Carefully pack your items including:
- All original product tags and labels
- Original packaging and any included accessories
- Original invoice or packing slip
- Completed returns form (we’ll email this to you)
Step 3: Ship Your Return
Send your package to our returns center:
Outdoor Research Store Returns
54 Murphy Street
CUNDERDIN, AU 6407
We recommend using a trackable shipping service and retaining your shipping receipt.
Refund Information
| Refund Type | Processing Time | Method | Notes |
|---|---|---|---|
| Credit Card Payments | 5-7 business days after we receive your return | Original payment method | Appears on your statement within 1-2 billing cycles |
| PayPal Payments | 3-5 business days after we receive your return | Original PayPal account | Immediate processing once initiated |
| Exchanges | 7-10 business days total processing | New item shipped | Includes processing and shipping time for replacement |
Important Note: Original shipping fees are non-refundable. Return shipping costs are the responsibility of the customer, unless the return is due to our error or defective merchandise.
Non-Returnable Items
For health and safety reasons, the following items cannot be returned or exchanged:
- Base Layers (due to intimate nature of the product)
- Beanies & Balaclavas (headwear items)
- Buffs & Neckwear
- Any items that have been worn, used, or washed
- Products without original tags or packaging
- Items purchased more than 15 days ago
Return/Exchange Request Template
Subject: Return/Exchange Request – Order #[Your Order Number]
Email to: [email protected]
Dear Outdoor Research Store Team,
I would like to request a [return/exchange] for my recent order.
Order Information:
Order Number: [Your order number]
Order Date: [Date of order]
Items to Return/Exchange: [List items with quantities]
Reason for Return/Exchange:
[Please describe the reason – size issue, damaged item, wrong item received, etc.]Preferred Resolution:
□ Refund to original payment method
□ Exchange for: [Specify preferred item/size/color]
□ Store credit
Please provide return instructions and authorization number at your earliest convenience.
Thank you,
[Your Full Name] [Your Email Address] [Your Phone Number]International Returns
As we serve customers globally (excluding some Asian and remote regions), international returns follow the same process. However, customers are responsible for all return shipping costs and any applicable customs duties or taxes.
Need Help With Your Return?
Our adventure-ready customer service team is here to assist you:
Email: [email protected]
Address: Outdoor Research Store, 54 Murphy Street, CUNDERDIN, AU 6407
We typically respond within 24 hours during business days.
Thank you for choosing Outdoor Research Store for your outdoor adventures. We’re committed to ensuring your complete satisfaction with our premium outdoor gear.