Refund Policy

Ape Survival takes great pride in the products we provide. We offer a 100 day warranty on all products (Excluding apparel). If you are not 100% satisfied with your purchase, please refer to our Returns Policy. If you haven’t received your parcel, please refer to our shipping policy.


100 DAY WARRANTY

Ape Survival warrants all our Backpacks & Equipment sold by Ape Survival or its authorised dealers ("Product") to be free of defects in material or product creation for a period of one hundred (100) days from the original date of purchase.


Exclusions from Coverage

Your warranty excludes the following:

  • The products purchased other than from Ape Survival or from an authorised Ape Survival dealer.
  • Any damage resulting from abuse or misuse.
  • Damage resulting from extended wear and tear.
  • Damage resulting from tampering or a customer modification.
  • Damage resulting from exposure to a caustic substance.
  • Damage resulting from mis-washing of products.
  • Consequential, incidental, indirect, punitive, exemplary, and/or special damages.

 

This warranty is the exclusive warranty provided by Ape Survival relating to the Product and, to the maximum extent permitted by law, Ape Survival disclaims all other express or implied warranties.

 

How to file a claim:
Bring the product back to the authorised dealer where it was purchased OR if purchased directly from the Ape Survival website please email support@apesurvival.com to submit a warranty claim.

 

The EMAIL contents must contain:

  • Your order number & Proof of purchase
  • The Specific product you are claiming warranty on
  • Description on the problem and how it occurred
  • Photos MUST be provided of the overall product and the AFFECTED area.

 

Ape Survival can request for the item/product to be returned for further inspection.

Failing to meet the written criteria can result in exemption of warranty.

 

APPAREL / PRODUCT  EXCHANGE POLICY


To make an exchange claim please contact us with your order number at: support@apesurvival.com The EMAIL contents must contain:

 

  • Your order number & Proof of purchase
  • The Specific product you are looking to exchange
  • The reason for the exchange.


Once you have contacted us, you will receive a confirmation email within 1 - 2 business days of lodging your return with all the information you need to complete the rest of your return.

Our Exchange Policy will only last 7 days upon receiving your order. Please note. We will back date from when you first contacted us regarding the return (providing evidence of the contact).

 

To be eligible for a return:

  • Item/s must be unused, unwashed and in impeccable condition. Garments with distinct odours, blemishes, signs of wear and tear or covered in animal/human hair will not be accepted.
  • Tags must still be attached.
  • Items which are outside of our 7 day return period cannot be returned. If you have any further queries, please contact our team.

All items are thoroughly inspected before any action is taken. If the item being returned does not comply with our standards as mentioned above, the customer will be contacted.

When a parcel is received at our warehouse, please allow up to 7 business days for your return to be finalised.

 

Once all criterias are met, we will organise a reshipment with the specific product you are looking to exchange.


*Please note: Customers are required to cover all costs involved with returning products. If any products returned goes against our product return eligibility, the customer will be contacted and given the option to have this returned back to them (at customers cost), or for this to be disposed of.

 

If the customer is contacting regarding a fault to the product upon arrival, please place a claim on our return policy.

 

We are not the couriers and cannot be held liable for any costs which are incurred while using their services. All returns will be shipped back to our only warehouse in Colorado, United States,

 

During the checkout process, there is a Signature on Delivery option. We highly recommend this option: your delivery address is a shared area (Complex / Units)  which can result in your parcel being lost / stolen. This will provide proof of receiving your order.

 

RETURNS POLICY

 

Ape Survival will only issue refunds for returned merchandise.

 

Refunds will be applied to the original credit card used at the time of purchase. If the original card is unavailable, the only way we are able to give a refund is via store credit.

 

Postage will only be refunded on returns due to defective products or incorrect products received. Postage will not be refunded on returns due to personal dislikes or sizing problems.

 

Ape Survival PRODUCTS MAY BE RETURNED ONLY IF:

  • The item has not been used.
  • The item has no marks, scuffs, dirt, or stains.
  • The item is in a brand new re-sellable condition.
  • The packaging is intact with no marks, damage, sticky tape, etc.
  • The items tags have not been removed including hang tags and stickers.
  • All items are returned including packaging, parts/accessories, etc.

How to file a return claim:

Bring the product back to the authorised dealer where it was purchased OR if purchased directly from the Ape Survival website please email support@apesurvival.com to submit a return claim.

The EMAIL contents must contain:

  • Your order number & proof of purchase
  • The specific product you are looking to return
  • Description on why you are returning the product/s
  • Photos MUST be provided of the product meeting the returns policy criteria

If the washing & handling instructions are not followed, Ape Survival will not give returns/refunds due to mis-washing of products.

No refunds will be given for items returned that are not in a re-sellable condition.

Failing to meet the written criteria can result in exemption of warranty.

If the item being returned does not comply with our standards as mentioned above, the customer will be contacted.

 

Shipping Policy

Re-Shipments

Ape Survival will organise a reshipment for the following reasons:

  • Your delivery was incomplete (Wrong items received / Missing items in your parcel)
  • Your items are faulty / damaged.
  • If you have paid for the shipping and handling Insurance.

If you need to make an exchange please refer to our APPAREL / PRODUCT  EXCHANGE POLICY

 

Incorrect or Missing Address Details

We are not responsible for the input of incorrect or missing address details. Please note that the website may give you suggested addresses when you start to enter your address. These are a guide only and you must ensure it is correct or enter it manually. Uncollected items and refused deliveries will also acquire this charge, or be an unaccepted return. We are not responsible for lost or stolen parcels