If your product only has a manufacturing or material defect, the claim can be accepted within the 90-day period for the exchange of the product only. No refunds will be facilitated after the refund cooling-off period (manufacturer's fault)
If the purchased item is not received:
If you have not received the item within the specified delivery time, you have 30 days to submit the complaint to customer service and after this complaint will no longer be considered.
If you change your mind/no longer needed/or for any reason other than a Fault:
Products may be exchanged for a different size or color of the same product, provided the preferred size or color is available in stock. This option is available within 14 days of delivery and the item must not be used during this period. If the preferred size or color is not available, or if you would like a different product, please return the unwanted product and place a new order.
It is essential that the product is not faulty or not used by the customer and contains all original parts and accessories. We expect this to mean that you have retained all original packaging and labels, and that the product is generally undamaged. We reserve the right to refuse a return or exchange at any time if products are returned damaged.
Heavy items that are returned for color change, size change, or no longer needed, return postage is to be paid by buyer unless the error is on our side.
Item Return Limit:
Once the customer has notified the support team of their issue within 14 days of receiving the item, the customer is required to return the item within 14 days of this notice period, otherwise the request return will not be accepted.
Items that are returned without notifying the support team after the 14 day period will not be subject to any complaints.
Any item returned for refund or exchange without original documentation or a return form will be rejected. Please clearly state on the invoice/returns form the reason for the return or exchange and whether you would like a refund or an exchange.
Please access the Escape Equipment Return Form
In case of return for exchange after the arrival of the product in the warehouse, the new delivery can take up to 3 to 12 days depending on the region.
You are legally required to take reasonable care of the Instruments while they are in your possession. If you do not comply, the company reserves the right to compensation or refusal of return or exchange. This applies to all goods that are returned.
Our commitment to Fast and Easy
(Returns and Refunds)
You may return any purchased item for a refund for any reason within 14 days, provided the item is unused and in resalable condition with its original packaging and tags. Only items purchased from Escape Gear or authorized merchants can be returned through this process.
Return shipping for any item returned without notifying the customer support team will not be compensated.
Refunds will be credited to the same criteria in which the items were originally purchased, provided the item is returned within 14 days of receipt.
Escape Gear reserves the right to refuse a return at any time if the item is found in non-resalable condition.
Escape Gear will not be responsible for lost or missing packages sent by customers and recommends that customers place tracking numbers on returned goods.
Please ensure the package is sent to the correct address for all returns, otherwise Escape Gears reserves the right to refuse to issue payment.
Returns will be processed within 5 business days of arrival at our warehouse. It sometimes takes up to 14 days to appear on your bank statement as banking processes vary between institutions. Please note that refunds will be made to the original payment method.
Note: Some products cannot be returned or exchanged after use for certain reasons.
Address: 9600 Meilluer Suite# 820 Montreal Quebec H2N 2E3 CANADA
Email: escape-gear@hotmail.com
Telephone: +1 514 900 4515
Mobile: +1 514 290 8266