Return / Cancellation Policies & Warranty

Return Policy

We have a 15-day return policy on all of our products except our custom backpacks and gift cards,  which means you have 15-days after receiving your item to request a return (for equal or lesser value). Items outside of the 15-day window are not accepted.

To be eligible for a return, your item(s) must be in the same condition that you received it: unused, unmodified, and in its original packaging. All items must be clean and free of sweat, dirt and odors. You’ll also need the receipt or proof of purchase.

To start a return, you must contact us at info@terrainul.ca. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Customer is responsible for return shipping costs.

  • We will send you a shipping label to make the return easy.
  • Once received by Terrain UL the item(s) will be fully inspected
  • We will notify you via email if you are entitled to a refund or exchange.  
  • Return shipping costs are paid by customer, and will be deducted from the total amount of return refund.

Terrain UL is not responsible for return shipping costs, items lost or damaged in return transit.

You can always contact us for any return question at info@terrainul.ca.

Cancellations

Cancelled orders are subject to a 4% cancellation fee that will be deducted from your refund.

Custom backpack order cancellations are subject to a 10% cancellation fee that will be deducted from your refund. 

Orders that have shipped and then are cancelled are subject to a the assigned cancellation fee, plus return shipping charges to be deducted from your refund.

Warranty

All Terrain UL gear is covered by a limited 1-year warranty to the original owner.

  • Warranty includes: manufacturing, materials and design defects. 
  • Warranty does not include: regular wear, modifications, abrasion, cuts, tears, scuffs, customer misuse, accidents and extreme weather...
  • Warranty date starts from the date the item(s) is shipped and ends one year from that date.
  • Please note that many of our ultralight fabrics require a bit more care than standard fabrics.

Damages, Defects and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Items that have been abused or have natural wear are not eligible for returns or exchanges. Please see above Warranty for details.

If you are entitled to an exchange or refund due to a manufacturing defect we will replace the item or refund the purchase price and applicable shipping costs to return the item to us using the original method of payment.

***Please note that our handcrafted items are are made by humans. These items are lovingly hand-cut and assembled by hand.  Occasionally, there are slight variations in stitching, dimensions and weight in our handcrafted products.

Exceptions / Non-Returnable Items

Our custom gear is a unique as you! We personalize the colours, and fit for everybody. We do not offer returns, exchanges or refunds on custom backpacks or gift cards.

Please get in touch if you have questions or concerns about your specific item.

In-Stock Backpacks

We recommend that you try your new backpack on and load it (following recommended weight guidelines of the pack) in your home before hitting the trail to test the fit and feel. 

Be sure to  Measure Your Pack Size carefully before placing order.

As described above,  we have a 15-day return Return Policy.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Please see details of above Return Policy.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. 

 

Repairs

Depending on the issue, Terrain UL may offer to repair item(s).  Items must be clean and washed before sending to us. Terrain UL will determine if a repair is possible on a case-by-case basis.

Please Contact Us to find a solution.

Video