“Gear that doesn’t fit your adventure? We’ll make it right. Our commitment to your satisfaction is as durable as our Rope Bags and Cross-Body packs.”
At KAVU Sale Store, we design our gear to withstand mountain trails and city streets. We want you to be just as confident in your purchase. If your item isn’t perfect for your journey, our straightforward returns and exchanges process is here to help.
- Return Window: 15 days from the delivery date.
- Condition: Items must be unused, in original packaging with tags attached.
- Process: Start by contacting our Cincinnati-based team at [email protected].
- Refunds: Issued to the original payment method within 5-10 business days after we receive the return.
Our Returns & Exchanges Policy
We stand behind the quality of our Backpacks, BAGS AND PACKS, HEADWEAR, and all our adventure gear. If you’re not fully satisfied, you can return or exchange most items within 15 days of receiving your order.
Step-by-Step Return/Exchange Process
- Initiate Your Request: Within 15 days of delivery, email us at [email protected]. Use the subject line “Return/Exchange Request” and include your order number and details about the item (e.g., Rope Sandals, MENSTops, Belt Bag).
- Receive Instructions: Our team will respond within 1-2 business days (matching our order processing speed) with a Return Merchandise Authorization (RMA) number and detailed return shipping instructions.
- Pack and Ship: Securely pack the item in its original packaging with all tags. Include the RMA number inside the package. Ship it to our Cincinnati warehouse address provided in the instructions.
- Inspection and Processing: Once received, our team will inspect the item. Upon approval, we will process your exchange or refund.
Return/Exchange Request Email Template
To make the process smooth, copy and paste the template below, filling in your details.
Refunds: Timing and Method
We process refunds with the same reliability we apply to our payment systems.
- Timing: Refunds are issued to your original payment method (Visa, MasterCard, JCB, or PayPal) within 5-10 business days after we receive and approve your return.
- Note: Your bank or payment provider may take additional time to post the refund to your account. Shipping costs are non-refundable unless the return is due to our error.
Exchanges
Need a different size, color, or style? We happily offer exchanges for in-stock items within the same 15-day window. The process is the same as above—just indicate your desired replacement item in your request. We’ll ship the new item once the return is received and approved, using your preferred shipping method.
Non-Returnable Items
To ensure the health and safety of our community of Active Explorers, certain personal items cannot be returned for hygienic reasons:
- HEADWEAR (e.g., hats, visors) – if the hygiene liner has been removed or shows signs of wear.
- Socks
- Stickers (as they are considered final sale promotional items).
These items are only eligible for return if they are unopened, unused, and in their original sealed packaging.
International Returns
For our global adventurers outside the US, please contact us first. Return shipping costs for international orders are the responsibility of the customer, and the package must be clearly marked as a “RETURN” to avoid customs delays. Refunds will be issued in US Dollars.
Need Help?
Our team in Cincinnati is ready to assist with your return, exchange, or any questions—just as we’re here to support your adventures.
KAVU Sale Store
411 Mayo Street
Cincinnati, US 45202
Email: [email protected]
For returns, please include “Return/Exchange Request” in your subject line.