Refund Policy – Blackdiamondeqaipment

At Blackdiamondeqaipment, we understand that outdoor gear needs to fit, function, and align with your adventure plans. This Refund Policy outlines the terms, conditions, and processes for requesting and receiving refunds for our climbing, skiing, running, and hiking equipment—ensuring transparency and fairness for every outdoor enthusiast. By purchasing from www .blac kdiam ondeq aipme nt.co m, you agree to the rules below, which align with our Terms of Purchase and Privacy Policy.

1. Eligibility for Refunds

You may request a refund for your Blackdiamondeqaipment purchase only if the following conditions are met—tailored to the unique needs of outdoor gear (e.g., durability, fit, performance):

1.1 Return Eligibility (for Unused/Unwanted Gear)

Timeframe: The refund request must be submitted within 60 days of the gear’s delivery date. This timeline accounts for pre-adventure gear checks (e.g., trying on climbing shoes before a trip, testing a hiking pack for fit) and ensures you have ample time to confirm the gear meets your needs.
Gear Condition: The equipment must be unused, undamaged, and in its original packaging—with all tags, manuals, accessories, and safety certifications intact. For example:
Climbing harnesses must have no signs of wear (e.g., no frayed webbing, no chalk residue);
Ski jackets must retain their original waterproof coating (no stains, no seam damage);
Running shoes must have unworn soles (no scuffs from trail use);
Hiking packs must have unbroken zippers and unused waist/shoulder straps.
Proof of Purchase: You must provide a valid order number (found in your order confirmation email) and, if requested, proof of delivery (e.g., a screenshot of the carrier’s delivery status).

1.2 Non-Return Refund Eligibility (No Need to Ship Gear Back)

Refunds may be approved without returning the gear in the following scenarios—critical for outdoor plans that can’t wait:

Damaged During Shipping: If your gear arrives with transit damage (e.g., a dented avalanche transceiver, a torn running pack strap, a cracked ski pole), we’ll issue a refund without requiring return (we may ask for photos to improve packaging).
Manufacturing Defects: If gear fails due to a defect (e.g., a climbing rope with a frayed core, a ski binding that won’t lock, a hiking boot sole that detaches) within 60 days of delivery, we’ll process a refund immediately—no return needed.
Out-of-Stock After Confirmation: If we confirm a gear item is out of stock after sending your order confirmation, we’ll automatically issue a full refund (no action required on your part).
Canceled Orders: If you cancel an order within 24 hours of placement (or if we cancel due to fraud, legal restrictions, or stock issues), a full refund will be processed.

2. How to Request a Refund

Follow these steps to submit a refund request—designed to be quick and flexible for outdoor enthusiasts with busy trip schedules:

2.1 Step 1: Initiate the Request

Contact our customer support team at [email protected] with the following details (the more specific, the faster we can help):

Your full name (as it appears on the order);
Order number (e.g., BD-2024-5678);
Gear name and model (e.g., “Women’s Alpine Ski Jacket – Model SJ-009,” “Ultralight Hiking Pack – 40L”);
Reason for the refund (e.g., “Climbing shoes are too narrow for my foot shape,” “Ski poles arrived bent,” “Gear won’t arrive in time for my backcountry trip”);
Supporting documentation (if applicable):
For damaged/defective gear: Clear photos or videos of the issue (e.g., a video of a malfunctioning avalanche transceiver, photos of a torn jacket seam);
For delivery delays: Screenshot of the carrier’s tracking status (e.g., “Delayed beyond 12 days”).

2.2 Step 2: Receive Refund Authorization

Our support team (staffed by outdoor enthusiasts who understand gear needs) will review your request within 2 business days. If approved:

For returns requiring gear shipment: We’ll send a Return Authorization (RA) number and a pre-paid shipping label (global free return shipping applies—no cost to you, even for bulky items like ski bags). You must attach the RA label to the package to ensure proper processing (this helps us link your gear to your refund request).
For non-return refunds: We’ll confirm the refund details (amount, timeline) via email and begin processing immediately—critical if you need to reorder gear for an upcoming trip.

If your request is denied, we’ll send an email explaining why (e.g., “Gear shows signs of trail use,” “Request submitted after 60 days”) and offer alternatives (e.g., an exchange for a different size, a store credit for 110% of the purchase price to use on future gear).

2.3 Step 3: Return the Gear (If Required)

If your refund requires shipping the gear back:

Package the gear securely using the original packaging (if available) to prevent transit damage (we recommend adding extra padding for fragile items like avalanche probes). Include all accessories (e.g., ski pole baskets, climbing chalk bag liners) to avoid delays.
Ship the gear using the provided pre-paid label within 7 days of receiving the RA number. Keep the shipping receipt or tracking number for your records—we’ll confirm receipt within 3 business days of delivery to our warehouse.

3. Refund for Damaged/Defective Gear (Priority Handling)

Outdoor gear safety and performance are non-negotiable. If you receive damaged or defective gear:

Report Promptly: Contact us within 48 hours of delivery—this helps us resolve the issue before your trip (e.g., if you need a replacement ski jacket for a weekend trip, we’ll prioritize shipping).
No Return Needed: In 95% of cases, we won’t ask you to return the damaged/defective gear (we trust your assessment, and we know shipping delays can ruin plans). Instead, we’ll process the refund immediately and, if you want, ship a replacement gear item with expedited processing (delivered within 5-7 days, faster than our standard 6-12 days).
Warranty Coverage: If a defect arises after the 60-day refund window but within the gear’s warranty period (2 years for most items, 3 years for climbing ropes/harnesses), contact us for warranty service (repair/replacement) instead of a refund—our warranty covers manufacturing defects for the life of the gear’s intended use.

4. Refund for Canceled Orders

Refunds for canceled orders are processed based on when the cancellation is requested:

Customer-Initiated Cancellations: If you cancel within 24 hours of order confirmation and the gear hasn’t shipped, we’ll process a full refund within 3 business days (faster than our standard 5-10 days). If the gear has already shipped, follow the return process (Section 2) to receive a refund—we’ll prioritize your return for faster processing.
Blackdiamondeqaipment-Initiated Cancellations: If we cancel your order (e.g., gear is out of stock, payment is fraudulent, gear is restricted in your country), we’ll issue a full refund within 3 business days and notify you via email. We’ll also offer a 15% discount code for your next order to make up for the inconvenience (valid for 6 months).

5. Refund Amount, Timing, and Method

5.1 Refund Amount

Full Refunds: Eligible requests (e.g., unused gear returned within 60 days, damaged/defective gear) receive a full refund of the gear’s purchase price (in United States Dollars, USD)—no hidden fees.
Partial Refunds: Partial refunds are rare but may apply if:
Gear is returned with missing accessories (e.g., “$20 deducted for missing ski pole baskets”);
Gear is returned after the 7-day RA shipping window (e.g., “$15 deducted to cover extended storage”).

Taxes that were applied to your order (where required by law) will be refunded in full if the gear is returned eligible. Shipping fees are not applicable—we offer global free shipping, so no delivery costs were charged to begin with.

5.2 Refund Timing

Processing Time: Approved refunds are processed within 5-10 business days of:
For non-return refunds: The date we confirm your request (e.g., “Damaged ski jacket refund approved”);
For return refunds: The date we receive and inspect the gear (to verify it meets eligibility criteria).
Disbursement Time: Once processed, the refund is credited to your original payment method—timelines vary by provider:
Credit/debit cards: 5-7 additional business days (processing time depends on your card issuer);
Digital wallets (PayPal, Apple Pay): 2-3 additional business days;
Gift cards: 1-2 additional business days (refunded as store credit to the original gift card).

We’ll send a “Refund Processed” email once the funds are sent—this includes a confirmation number you can use to track the refund with your payment provider.

5.3 Refund Method

Refunds are always issued to the original payment method used for the order (e.g., if you paid with a Visa card, the refund goes back to that card). We cannot issue refunds to a different method for security reasons. If your original payment method is no longer active (e.g., expired credit card), contact your payment provider—they’ll typically transfer the funds to your new account or issue a check.

6. Non-Refundable Items

The following items are not eligible for refunds, as they are tailored to your needs or cannot be resold safely:

Customized Gear: Gear with personalized modifications (e.g., embroidered hiking packs, custom-fit climbing shoes, ski bindings adjusted to your boot size) — these are made to your specifications and cannot be reused.
Used or Damaged-by-User Gear: Gear that shows signs of outdoor use (e.g., scuffed hiking boot soles, chalk-stained climbing harnesses, ski jackets with trail dirt) or damage from improper use (e.g., a broken ski pole from hitting rocks, a melted avalanche transceiver from exposure to heat).
Hygiene-Sensitive Items: Compression sleeves, face masks, and base layers—if the packaging is opened (for health and safety reasons).
Gift Cards: Blackdiamondeqaipment gift cards are non-refundable (but never expire, so you can use them for future gear purchases).

7. Refund Status Inquiries

If you haven’t received your refund within the expected timeframe:

Check your spam/junk folder for the “Refund Processed” email (sometimes filtered by email providers).
Contact your payment provider—they may have placed the refund on hold (e.g., for new cards, fraud checks) or require additional steps to release funds.
Reach out to our support team at [email protected] with your order number and refund confirmation number (if provided)—we’ll investigate with the payment processor and share an update within 2 business days.

8. Changes to This Refund Policy

We may update this Refund Policy to reflect changes in outdoor gear regulations, customer feedback, or shipping practices. When we make updates:

We’ll revise the “Last Updated” date at the top of this page;
We’ll post the revised policy on our Website (accessible via a footer link);
For material changes (e.g., adjusting the 60-day refund window, updating return requirements for specialized gear like avalanche safety kits), we’ll notify customers with active orders via email 30 days before the changes take effect.

Your continued use of our services or placement of new orders after the effective date constitutes acceptance of the revised policy.

9. Contact Us

If you have questions about this Refund Policy, need help submitting a request, or want to follow up on a pending refund (especially if you have an upcoming trip), contact our support team:

Email: [email protected] (response within 24 business hours—mention “trip urgency” in the subject line for faster help);
Live Chat: Available on our Website (10:00 AM–6:00 PM MST) for quick refund status checks.

We’re outdoor enthusiasts too—we’ll work to get you the refund you need so you can focus on your next adventure.