Effective Date: October 5, 2026
This Refund and Returns Policy is issued by CREATECH S.à r.l., located at 44, rue de l’Ermitage, L-8833 Wolwelange, Luxembourg, contact email: [email protected], contact phone: +352 2661 5023, operating the outdoor gear e-commerce platform www.createchoutdoor.com. This policy applies to all product purchases completed on our official website, and is designed to be fully compliant with EU Consumer Rights Directive 2011/83/EU and Luxembourg local consumer protection regulations, while upholding our core operational rule that no pure, returnless full or partial refunds are permitted under any valid circumstances covered by this policy.
1. Core Principle: No Returnless Refunds
We explicitly outline as our non-negotiable core policy that no customer is eligible to receive a full or partial monetary refund without first returning the corresponding purchased product to our designated return address, and the returned item passes our official condition verification. We will not approve any “refund only” requests that ask to keep the ordered merchandise while requesting full or partial payment reimbursement, as this rule protects both the fairness of our transaction system for all customers and the sustainability of our small outdoor gear business. All customers who submit a returnless refund request will be notified clearly that such application does not meet our policy requirements, and our support team will guide them through the standard product return process instead.
2. Eligibility Criteria for Returns
To qualify for a valid return that can be processed for subsequent exchange or store credit settlement, your returned item must meet all of the following requirements:
- The return request is submitted to our customer support team within 30 calendar days from the date you sign for the delivery of your ordered outdoor gear
- The item is returned in its original, unused, undamaged condition, with all original factory packaging, tags, accessories and included documentation intact. Items that show signs of outdoor use, scratch marks, water damage, improper disassembly or modification are not eligible for return
- The return request is not submitted for excluded items, including custom engraved carabiners, personalized printed products, and collapsible water buckets that have been filled with water for use, which are non-returnable for hygiene and custom service reasons
- You provide the original order number, purchase receipt, and valid proof of delivery for the item you wish to return
After you submit a valid return request and we confirm your eligibility, our support team will send you a pre-paid return shipping label and clear return shipping instructions within 2 working days. You will not be charged any extra return shipping fees for valid eligible returns.
3. Post-Return Processing and Settlement Rules
Once our warehouse team receives and inspects your returned item to confirm it meets all return eligibility criteria, we will process your settlement options within 7 working days. You can choose one of the two following settlement options:
- Direct Product Exchange: You may exchange the returned item for the exact same product model in different specifications, or swap it for another outdoor small gear product of equal or higher value on our www.createchoutdoor.com store. If you choose a higher value product, you only need to pay the price difference.
- Full Store Credit: You can receive 100% of your original order value converted to non-expiring store credit, which can be used for any future purchases on our platform, with no minimum spending limit.
No monetary cash refunds will be issued even after you complete the valid return process, in line with our operational rules. The store credit or exchanged goods will be delivered to you within 5 working days after the inspection of your returned item is completed.
4. Damaged or Defective Item Handling
If you receive a product that arrives with confirmed manufacturing defects, shipping damage that happened during transit, or does not match the exact item you ordered on www.createchoutdoor.com, you are not required to pay any extra fees for handling. You only need to send us clear photos or short videos that show the defect, damage or delivery error within 7 calendar days after you receive the parcel. Our support team will verify the situation within 2 working days, and arrange for a brand new replacement item to be shipped to you at no extra cost, or send you a full value store credit without requiring you to return the damaged or mis-shipped item, as a gesture of service compensation. Even under these special circumstances, no pure returnless cash refunds will be approved, all compensation will be issued in the form of product replacement or platform store credit.
5. Contact for Inquiries
If you have any questions about this Refund and Returns Policy, or need to submit a return application, please reach out to our support team via the following contact channels:
- Email: [email protected]
- Phone: +352 2661 5023
- Mail address: 44, rue de l’Ermitage, L-8833 Wolwelange, Luxembourg