Change your mind inside 14 days and your money comes back. If the item turns up broken, wrong, or not at all, you get a full refund and pay nothing towards postage.
Changing your mind (EU, EEA and UK)
The EU Consumer Rights Directive (2011/83/EU) gives you 14 days from the moment you or someone you nominate takes delivery. You owe us no reason for it.
Email admin@off8gear.com with your order number inside those 14 days. A plain email counts and there is no form to fill in. You then get another 14 days to send the goods back.
Your refund covers the purchase price and the standard delivery you paid, and it lands inside 14 days of the goods reaching us or of you showing us they are on the way, whichever comes first. The money returns to the card or account you paid with.
Return postage for a change of mind is yours to cover. Our suppliers sit in Asia, and posting a small item back there often costs more than the item did. Email us before you send anything, because in most cases we refund you and tell you to keep it.
You owe us for any drop in value caused by handling beyond what a shop would allow. Open it and inspect it the way you would on a counter, but do not put it into service.
Broken, wrong, or never delivered
Email us inside 30 days of delivery with your order number and a photograph. We replace the item or refund you in full, delivery included, and we cover the return postage. Your statutory rights sit on top of this and stay untouched.
If tracking has not moved for 20 days, or 60 days have passed since dispatch, tell us and choose the refund or the resend.
Refused parcels and customs bills
Customs now charges duty on most parcels entering the US and the EU. If a bill reaches you and you would sooner not pay it, refuse the parcel and email us. Once it gets back to the supplier we refund the order and the shipping you paid.
What we cannot take back
Anything worn, used, washed, or already fixed to gear. A patch whose hook backing has been pressed onto a panel counts. So does an item posted back with no warning, because we cannot match it to an order. Neither of those limits your rights on faulty goods.
Starting a return
Email admin@off8gear.com with your order number and what you want to happen. You get an answer inside two working days.
If we cannot agree
Most of this gets settled in one email. Failing that, Finnish customers can take it to the Consumer Advisory Service at kkv.fi and then to the Consumer Disputes Board at kuluttajariita.fi. Customers elsewhere in the EU, Norway, or Iceland get free cross-border help from their national European Consumer Centre at eccnet.eu.
The European Commission shut its online dispute resolution platform on 20 July 2025. The routes above replace it.