This policy applies to all compact camping stoves and cookware sets purchased through our online outlet. It explains how to report issues, prepare returns, and select desired resolutions. If any component arrives damaged, missing, or not matching the advertised description, follow the steps below to ensure a swift and fair resolution. By requesting a return, you agree to adhere to the procedures outlined here and provide accurate information for efficient handling.
To initiate a return, contact customer care with your order reference and a concise description of the issue. Include photographs clearly showing scratches, dents, or missing parts, and list the affected items. Our team reviews submissions and provides a unique Return Authorization Code along with tailored instructions. Do not ship any products before receiving this authorization code to prevent processing delays. If replacement parts suffice, request those instead of returning the entire kit.
When packaging, protect every component carefully. Reuse original boxes and foam where available. Wrap fragile burners, pots, and lids in bubble wrap or cushioning material. Place screws, handles, and small accessories inside sealed plastic bags. Include a printed copy of your Return Authorization Code inside the package. Secure all elements with strong tape, and label the exterior with the code. Unrelated items should not be included, as they may complicate the inspection process.
Arrange shipping using a carrier that offers tracking and cargo protection. If the return is due to our fulfillment error—such as incorrect or defective items—a pre-paid shipping label will be provided. Otherwise, return shipping costs are the customer’s responsibility. Retain your shipment receipt and tracking number until confirmation of receipt. Any damage occurring in transit must be reported immediately, along with photographic evidence, to avoid delays in processing your request.
Upon arrival, all returned items are logged and inspected. Our technicians verify that the returned model matches the original purchase and perform functional checks on burners, ignitions, heat output, hinged handles, folding mechanisms, and seals. Packaging is examined for damage that might indicate improper handling in transit. If missing parts or defects are confirmed, we proceed with approved resolutions. Any evidence of new or accidental damage may require additional discussion to determine the appropriate next steps.
After inspection, customers choose from a range of solutions: direct replacement of the same model, shipment of specific spare parts, exchange for an equivalent product, or issuance of store credit for future purchases. If an exchange or credit is selected, any price difference will be applied accordingly. Refunds are processed by issuing credit back to the original payment method. Clarify your preferred option at the time of return initiation to facilitate prompt fulfillment of your chosen resolution.
Certain items require special handling. Personalized or kit-based components—such as nested cookware sets or blended materials—may qualify for partial component replacement instead of full returns. Consumable items like filter membranes, fuel tablets, and seals are exchangeable only if unused and in original packaging.
Throughout the process, you will receive updates via email at key milestones: when the return is authorized, when the package arrives at our facility, after inspection, and once your selected solution is executed. Our support team remains available to answer questions and provide status reports; reference your Return Authorization Code in any inquiry for faster assistance. We continuously refine these procedures based on feedback to ensure clarity and fairness in every transaction.
These guidelines may evolve as new products and customer insights shape our processes. To ensure compliance, check this page before submitting any return. If you have questions or need clarification on any step, reach out to our support team with your order number and return code. We value your feedback in refining our approach to serving outdoor enthusiasts.