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At HIGHLANDER Sales Store, we stand by our adventure gear just as we stand by our customers. If your purchase doesn’t meet your expectations, our straightforward returns process ensures you can shop with confidence for your next outdoor expedition.

Our Return Policy

We accept returns within 15 days of receiving your order. To be eligible for a return:

  • Item must be unused and in its original condition
  • Original packaging must be intact (just like our waterproof dry bags protect your gear)
  • Proof of purchase is required

Note: For hygiene reasons, waist packs and shoulder bags that show signs of wear cannot be returned. All sales on clearance items are final.

How to Initiate a Return or Exchange

Follow these steps to return your adventure gear:

  1. Contact our Gear Specialists at [email protected] within 15 days of receiving your order
  2. Provide your order details and reason for return (use our template below)
  3. Wait for approval – we’ll respond within 2 business days with return instructions
  4. Ship your return to our UK warehouse (you’re responsible for return shipping costs)
  5. Receive confirmation once we process your return

Return Shipping

Return shipping costs are the responsibility of the customer. We recommend using a trackable shipping service (like the reliable MOLLE attachments on our tactical bags). Our return address is:

HIGHLANDER Sales Store Returns
64 Chamberlain St
Wells, GB CH2U 5UY

Refund Process

Once we receive and inspect your return (typically within 5 business days):

  • Refund method: Your refund will be processed to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Processing time: 3-5 business days after approval
  • Bank processing: Additional 2-10 business days depending on your financial institution

For exchanges, we’ll ship your new item once we receive the return. Shipping times follow our standard delivery schedule.

Damaged or Defective Items

If your gear arrives damaged or defective (which is as rare as a tear in our heavy-duty backpacks):

  1. Contact us within 3 days of delivery
  2. Include photos of the damage
  3. We’ll arrange a free return label and expedite your replacement

Return Request Template

Subject: Return Request – Order #[Your Order Number]

Email to: [email protected]

Dear HIGHLANDER Customer Support,

I would like to request a return/exchange for my recent order (#[Your Order Number]). Below are the details:

  • Item(s) for return: [Product Name(s)]
  • Reason for return: [Please specify]
  • Preferred resolution: [Refund/Exchange for [Product Name]]

Please advise on next steps. I’ve reviewed the return policy and confirm the item(s) meet all requirements.

Best regards,
[Your Full Name]
[Your Contact Number]

Need Help?

Our adventure-ready customer service team is here to assist with any return questions. Contact us at [email protected] and we’ll respond faster than you can pack your next expedition.

The trail may have twists and turns, but our return policy is straightforward. Happy adventuring!