Returns & Exchanges

The 30-day window

You may return any item within 30 days of delivery for a full refund to your original payment method, or an exchange for a different model. This applies to all tents, cookware, lighting and accessories bought from Melanie Outdoor.

Condition requirements

• Item is in original, resellable condition — clean, dry, no cuts, burns or ground stains.
• All original parts and accessories are included (stakes, guylines, stuff sacks, chargers, paperwork).
• Original packaging is strongly preferred and protects the item in transit.
• Consumables (fuel canisters, water treatment tablets) must be sealed and unused.

How to return

1. Contact us. Email fang041420@gmail.com with your order number and reason for return. We reply within one business day.
2. Pack it safely. Use the original box if you have it; make sure tents and sleeping bags are completely dry before packing.
3. Ship it back. We'll email a prepaid return label for faulty items; for change-of-mind returns, ship to the address on the label with your own carrier.
4. Inspection & refund. We inspect within 2 business days of receipt, then issue your refund or ship your exchange.

Wholesale orders

Wholesale lines may be returned within the same 30-day window. Please contact us first so we can arrange freight collection for palletised returns — fault-free bulk returns may incur a restocking charge, which we always quote in writing before you commit.

Exceptions

• Items damaged by misuse, fire, or improper storage aren't eligible for a refund — but we can often source spare parts.
• Custom-ordered or personalised gear is non-refundable unless faulty.
• Faulty items are covered separately under our Warranty — you'll get a faster, no-cost resolution.

Refund timing

Refunds go back to your original payment method. They are processed within 3 business days of inspection approval; allow your bank or card issuer a further 2–5 days to post it.

Need to start a return? Contact us with your order number.