Return Policy

Return Policy



MOUNT ANNAPURNA TREKKING EQUIPMENT SHOP LLC ("MATES") accepts returns on items eligible for return only within 30 DAYS after the date on which your order shipped.

We offer a complete refund or exchange of any item that is damaged or defective. You have 30 days from the date you receive your order to report any issues to us via Please provide your order number and a description of the issue in your email.  

In order to be eligible for return, the item must be returned in resalable condition (which means the item is returned unopened in its original condition with no sign of use, wear and tear, or cosmetic or other damage).

Shipping charges for your initial order will be refunded ONLY if the return is due to our error (for example, wrong product sent). Otherwise, we will deduct the initial shipping charges from the refund amount.

Personalized items (including products that have been customized with a specific date or for a specific recipient), made-to-order items and other items identified as nonreturnable (for example, by including a statement such as “all sales final” on the applicable product page) are not eligible for return, and all sales of nonreturnable items are final.

How to Return an Item

In order to return an eligible item, you must follow the steps below:

  1. In order to return an eligible item, contact MATES at for return instructions.
  2. For all returned items with a price of $500 or more, a $25 restocking fee will be deducted from any refund, unless the return is due to our error (for example, wrong product sent) or if the product was damaged or lost during shipping.
  3. In order to be eligible to receive a refund for a returned item:
  • The item must be returned, in resalable condition, in its original carton and packaging, and securely sealed.
  • The shipping carton must be returned to the address specified in our return instructions and must include the original packing slip and/or documentation that describes your reason for return. This will assist us in processing your return request more quickly.
  • The item must be returned with all its original documentation, including any applicable Certificate of Authenticity.

Items returned without preauthorization from us are not eligible for a refund. Photographs of the returned item and/or packaging may be requested in order to expedite your request for a replacement or refund.

A return must be packed carefully. Each item eligible for return remains your property until we receive it back in satisfactory condition. For your own protection, we suggest that you insure with your carrier any package containing merchandise with a value of $50 or greater and that you ship your package by a trackable method and request a confirmation of delivery from your carrier.

Shipping Fees

You are solely responsible for any fees or charges associated with your return, including but not limited to postage, shipping, international duties, taxes, return freight, and refused shipment return charges.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund request.

If your refund request is approved, then your refund will be processed, and we will issue a refund in the amount of the price you paid for the returned item, including taxes, minus (if applicable) initial shipping charges and restocking fees, to your credit card or other payment method you used to place your order for that item, usually within 5-10 business days.

If you have questions about your return or refund request, please contact us at

Sale items (if applicable)

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged.  If you would like to exchange a defective or damaged item for the same item, send us an email at to arrange a return and repurchase.


Gift cards are not redeemable for cash and can’t be returned. 

A gift recipient will receive store credit for eligible returns.  After the returned item is received, a gift certificate code will be e-mailed to you.  

Changes to the Return Policy

You can review the most current version of the Return Policy at any time by visiting this page.

We reserve the right, at our sole discretion, to update, change or replace any part of the Return Policy by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website following the posting of any changes to the Return Policy constitutes acceptance of those changes.