At Outdoors BD, we want every purchase to make your next adventure better. If something is not right with your order, we are here to make it right. Please read this policy carefully before initiating a return or refund request.
1. Quick Reference Summary
| Return window | 3 days from delivery for damaged/wrong items; 7 days for unused items |
| Exchange window | 7 days from delivery (subject to stock availability) |
| Eligible items | Unused, in original packaging, with all tags and accessories |
| Non-returnable | Used gear, consumables (gas, fuel), hygiene items, sale/clearance items |
| Refund method | bKash / Nagad / Bank transfer (original payment method where possible) |
| Refund timeline | 3–7 business days after inspection approval |
| Shipping cost | Customer bears return shipping; Outdoors BD covers if item is defective |
| Contact | support@outdoorsbd.com | WhatsApp +880 188 688 3667 |
2. Return Eligibility
2.1 Items We Accept for Return
We accept returns for the following reasons within the stated timeframes:
- Wrong item: You received the wrong product (wrong model, colour, or size)
- Damaged/defective: The item arrived visibly damaged, broken, or defective
- Change of mind: The item is unused and in its original, sealed condition, and you changed your mind
All returned items must meet ALL of the following conditions:
- Unused and in original, unaltered condition
- All original tags, labels, and stickers still attached
- Packed in original manufacturer packaging with all accessories, manuals, and parts included
- Return request submitted within the applicable window (see Section 3)
- Accompanied by proof of purchase (order number or invoice)
2.2 Non-Returnable Items
The following cannot be returned under any circumstances:
- Consumables: gas canisters, butane fuel, any perishable or expendable products
- Hygiene and personal items: socks, undergarments, face masks (for health/safety reasons)
- Items that have been used, washed, or show signs of wear
- Products with removed or damaged tags, stickers, or seals
- Items purchased during special sales, clearance, or final-sale promotions (unless defective)
- Custom or personalised orders
- Gift cards
⚠ Outdoor gear that has been used on a trip — even once — is not eligible for a change-of-mind return. Please inspect your order thoroughly upon delivery before use.
3. Return & Exchange Timeframes
| Damaged / wrong item received | Must be reported within 3 days of delivery |
| Change of mind (unused item) | Must be requested within 7 days of delivery |
| Exchange request | Must be requested within 7 days of delivery |
| Warranty / manufacturing defect | Within the manufacturer warranty period (varies by product) |
⚠ Requests made after these windows will not be accepted regardless of the reason. We recommend inspecting your package on the day of delivery.
4. How to Initiate a Return or Exchange
To start a return or exchange, follow these steps:
- Contact us within the applicable window by WhatsApp (+880 188 688 3667) or email (support@outdoorsbd.com).
- Provide your order number, the item(s) you wish to return, and the reason for the return.
- For damaged or defective items, attach clear photos or a short video showing the issue.
- Our team will review your request and respond within 1–2 business days with a Return Authorisation (RA) number if approved.
- Ship the item(s) back only after receiving your RA number. Unauthorised returns may be refused.
- Pack the item securely and write your RA number on the outside of the package.
⚠ Do not send returns to our address without prior approval. Items received without a valid RA number will not be processed.
5. Return Shipping
Who pays for return shipping depends on the reason for the return:
| Defective / damaged item | Outdoors BD covers return shipping cost |
| Wrong item sent by us | Outdoors BD covers return shipping cost |
| Change of mind / wrong size ordered | Customer is responsible for return shipping cost |
| Exchange request | Customer pays return shipping; we cover re-delivery for first exchange |
We recommend using a trackable courier service for returns. Outdoors BD is not responsible for items lost in transit during the return shipment.
6. Refund Process
6.1 Refund Methods
Refunds are processed using one of the following methods, in order of preference:
- Original payment method (bKash / Nagad / card), if applicable
- bKash or Nagad transfer to a number provided by you
- Bank transfer (for orders above ৳ 5,000)
- Store credit/voucher (your choice — valid for 6 months)
6.2 Refund Timeline
Once we receive and inspect your returned item:
- Inspection takes 1–2 business days
- Approved refunds are processed within 3–7 business days
- You will receive a confirmation message (WhatsApp or email) once the refund is issued
⚠ Delivery charges are non-refundable unless the error was on our part (wrong or defective item sent).
6.3 Partial Refunds
A partial refund may be issued in the following cases:
- Only part of an order is returned
- An item is returned without all original accessories or packaging (a restocking deduction may apply)
- An item shows minor handling wear inconsistent with a simple “unbox and inspect” review
7. Exchanges
We offer exchanges for items that are unused and in original condition within 7 days of delivery. Exchanges are subject to stock availability.
To request an exchange:
- Contact us via WhatsApp or email with your order number and the item you want instead
- If the replacement item is more expensive, you pay the difference
- If the replacement item is cheaper, we refund the difference via your preferred method
- Exchanges for size differences on apparel (arm sleeves, ponchos, vests) are prioritised
⚠ We carry limited stock on many items. We recommend contacting us before returning to confirm the availability of the replacement.
8. Items Damaged in Transit
If your order arrives visibly damaged from the courier:
- Photograph the sealed package before opening it
- Photograph the damaged product immediately after unboxing
- Report to us within 24 hours via WhatsApp with photos and your order number
Transit-damaged items are treated as defective and Outdoors BD will arrange replacement or full refund at no extra cost to you.
9. Manufacturer Warranty
Some products sold by Outdoors BD (particularly branded items such as Naturehike and NEVO RHINO) carry a manufacturer warranty. Warranty coverage, duration, and claim process vary by brand.
For warranty claims:
- Contact us with your order number and a description of the defect
- We will liaise with the manufacturer on your behalf where possible
- Warranty does not cover damage caused by misuse, accidents, normal wear and tear, or improper storage
10. Contact Us
For all return, exchange, and refund queries, reach us through any of the following:
| support@outdoorsbd.com | |
| +880 188 688 3667 | |
| Website | www.outdoorsbd.com/contact-us |
| Office address | Matikata, Cantonment, Dhaka 1206 |
| Business hours | Saturday – Thursday, 10:00 AM – 8:00 PM (BST) |
We aim to respond to all queries within 1 business day. Our goal is to resolve every issue fairly and quickly so you can get back to the outdoors.
Thank you for shopping with Outdoors BD.
Adventure awaits — we have got your back.