Refund and Returns Policy

At Outlivor, our core promise is “Gear That Works. Anywhere.” We understand that you depend on our equipment to build your life on the move. Therefore, our Outlivor refund and support policy is designed to solve your problems quickly and efficiently, not to create new ones.

As a global brand for fellow travelers, we believe in transparency: complex international returns create high costs and an unnecessary environmental footprint. This goes against the elegant and efficient lifestyle we champion.

Instead, we focus on providing smart solutions. This page details how you can get support when your gear faces a challenge.

What If My Gear is Damaged, Defective, or Has a Functional Issue?

Reliability is the foundation of Outlivor. If your gear fails to perform its core function, we treat it as our highest priority.

Our Reliability Promise

We make no compromises on issues affecting safety or core function (e.g., a broken latch on a storage module, a failed waterproof seal, or a folding bracket that won’t lock). This is a central part of the Outlivor refund policy.

Your Solution

If your gear has a confirmed issue, contact us within 7 days of delivery. We will offer one of the following two solutions, and you will not be required to return the defective item:

  1. Full Refund or Store Credit: We will immediately issue a full refund to your original payment method or provide you with the equivalent value in Outlivor store credit for a future purchase.
  2. Free Expedited Reshipment: If you still need the gear, we will send a brand-new replacement item to you, free of charge, ensuring your travel plans stay on track.

What If I Received the Wrong Gear?

We understand that in a limited mobile space, every item has its place. Receiving an unexpected item can disrupt your entire system.

We sincerely apologize if this happens and will take immediate action to correct our mistake.

Your Solution

Contact us, and we will provide the following support. You do not need to send the wrong item back:

  1. Keep It with Compensation: If the incorrect item is still useful to you, we are happy to offer a significant partial refund or a large discount coupon for your trouble.
  2. Free Reshipment of the Correct Item: We will immediately ship the correct gear to you. You are free to do what you wish with the item you received by mistake—perhaps it can be a gift for a fellow traveler.

Sizing, Fit, and Our Exchange Policy

We know that a perfect fit is critical, especially for gear that needs to integrate with your vehicle or body.

Please Reference Our Fit Guides

To help you make the right choice, every Outlivor product page includes detailed specifications, functionality demos, and efficiency guides. Reading this information is the best way to ensure your new gear integrates seamlessly into your mobile life.

The Outlivor “First-Fit” Guarantee Program

For the reasons above, we generally do not accept returns for issues related to incorrect size selection or personal preference (e.g., color, design aesthetic).

However, we understand the risk of a first-time online purchase. That’s why we created our “First-Fit” Guarantee Program:

  • If this is your first time purchasing a specific category of product (like apparel or a specific storage line) and you encounter a fit issue, please contact us. We will provide you with a one-time, exclusive, high-value discount code to re-purchase the correct size or a different product. This is far more economical and efficient than paying for expensive international return shipping.

How to Request Support (File a Claim)

Getting support from Outlivor is simple. Follow these steps:

  1. Prepare Your Info: Find your Outlivor order number and take clear photos or a short video of the issue.
  2. Contact Us: Send all the information in an email to our “Basecamp Support” team at: [Insert Your Customer Service Email Here].
  3. Await Response: Our team will review your request and proactively contact you with the most efficient solution within 48 hours.

Important Conditions

  • Safety First: Any gear that has been used, washed, worn, or had its tags removed—especially equipment related to vehicle, electrical, or personal safety—is not eligible for support under this policy. Please inspect your gear carefully before installation or use.
  • Final Discretion: Outlivor reserves the right to provide a “refund/compensation without return” solution in all cases to uphold our commitment to efficiency and environmental responsibility.

We are your partners on the road. Thank you for choosing Outlivor to make the world your home.