Returns & Exchanges

Our Commitment to Customer Satisfaction

At Drive Hacks, we want you to be completely satisfied with your outdoor gear purchases. We understand that choosing the right equipment for Canadian outdoor conditions is crucial for your safety and enjoyment. That's why we offer a comprehensive returns and exchanges policy designed to ensure you get the perfect gear for your adventures.

Return Policy

What Can Be Returned?

Most items purchased from Drive Hacks can be returned within 60 days of the purchase date, provided they meet our return conditions:

Eligible Items:

• Unused items in original condition with all tags attached
• Items in original packaging with all accessories included
• Clothing that has been tried on but not worn outdoors
• Equipment that has been tested indoors only
• Items with proof of purchase (receipt or order confirmation)

Items That Cannot Be Returned:

• Personal care items (for hygiene reasons)
• Customized or personalized products
• Perishable items or consumables
• Items damaged by misuse or normal wear
• Items without original packaging or tags
• Items purchased with special discounts or promotions (some restrictions apply)
• Digital products or downloads

Condition Requirements

To ensure the quality and safety of our products for all customers, returned items must meet specific condition requirements:

Clothing and Soft Goods:

• Must be free from odors, stains, and pet hair
• All original tags must be attached
• Items should be in the same condition as when received
• Try-on is acceptable, but items should not show signs of wear

Equipment and Hard Goods:

• Must be in original packaging with all accessories
• Testing indoors is acceptable, but no outdoor use
• Must include all manuals, warranties, and documentation
• No signs of damage from use or testing

Exchange Policy

When to Choose an Exchange

Exchanges are perfect when you need a different size, color, or similar item. Our exchange window is 90 days, giving you extra time to ensure the perfect fit for your outdoor adventures.

Exchange Options:

• Size Exchange: Same item, different size
• Color Exchange: Same item, different color
• Style Exchange: Similar item within the same category
• Upgrade Exchange: Exchange for a higher-value item (pay the difference)
• Warranty Exchange: Defective items under manufacturer warranty

Exchange Process

1. Contact our customer service team within 90 days
2. Provide your order number and item details
3. Specify the item you'd like to exchange for
4. Receive your prepaid return label (if eligible)
5. Ship the original item back to us
6. Receive your new item within 5-7 business days

Price Differences

• Higher Value Item: Pay the difference via the original payment method
• Lower Value Item: Receive store credit for the difference
• Same Value: No additional charges

How to Start a Return or Exchange

Online Returns Portal

The fastest way to process your return or exchange:

1. Visit our online returns portal
2. Enter your order number and email address
3. Select the items you want to return or exchange
4. Choose your reason and preferred resolution
5. Print your prepaid return label
6. Pack and ship your return

Contact Customer Service

Prefer to speak with someone? Our outdoor gear experts are here to help:

• Phone: 1-514-555-0123 (Monday-Friday, 8 AM - 6 PM EST)
• Email: [email protected]
• Live Chat: Available on our website during business hours

In-Store Returns

Visit our Montreal location for immediate assistance:

Return Shipping

Free Return Shipping

We offer free return shipping for:

• Orders over $100 CAD
• Defective or damaged items
• Our error (wrong item sent)
• Size exchanges within 30 days

Return Shipping Fees

For orders under $100 CAD or returns outside our free shipping criteria:

• Canada: $12.99 CAD (deducted from refund)
• Expedited return processing: +$5.99 CAD

Packaging Requirements

• Use original packaging when possible
• Pack items securely to prevent damage
• Include all accessories and documentation
• Attach the prepaid return label
• Remove any old shipping labels

Refund Information

Refund Methods

Refunds are processed using the original payment method:

• Credit Card: 3-5 business days after processing
• PayPal: 2-3 business days after processing
• Store Credit: Immediate (upon processing)
• Gift Card: Cannot be refunded (store credit only)

Refund Timeline

1. Day 1: We receive your return
2. Day 2-3: Quality inspection and processing
3. Day 3-4: Refund initiated
4. Day 4-8: Refund appears in your account

Partial Refunds

Partial refunds may apply for:

• Items not in original condition
• Items missing accessories or packaging
• Items showing signs of use beyond normal try-on
• Returns after the 60-day window (at our discretion)

Special Circumstances

Defective Items

If you receive a defective item:

• Contact us immediately upon discovery
• Provide photos of the defect if possible
• We'll arrange immediate replacement or full refund
• Free return shipping and expedited processing
• Extended warranty coverage may apply

Seasonal Items

Special considerations for seasonal outdoor gear:

• Winter Gear: Extended return window until April 30th for items purchased November-February
• Summer Gear: Extended return window until September 30th for items purchased May-July
• Camping Equipment: Return within 60 days, but testing period available

Gift Returns

Items purchased as gifts can be returned or exchanged:

• 90-day return window for gift recipients
• Gift receipt or order number required
• Refund issued as store credit if no payment info available
• Original purchaser can authorize direct refund

International Returns

For customers outside Canada:

• Contact customer service before returning
• Return shipping costs are customer responsibility
• Customs fees may apply and are non-refundable
• Allow additional processing time for international returns

Warranty Information

Manufacturer Warranties

Many items come with manufacturer warranties that cover:

• Material defects
• Workmanship issues
• Premature wear under normal use
• Specific performance guarantees

Drive Hacks Satisfaction Guarantee

Beyond manufacturer warranties, we offer:

• 30-day performance guarantee on select items
• Gear replacement program for extreme conditions
• Expert advice and troubleshooting support
• Repair services and maintenance guidance

Contact Our Returns Team

Our customer service team specializes in outdoor gear and understands the unique needs of Canadian adventurers. We're here to ensure you have the right equipment for your outdoor pursuits.