Purchase Guidelines and Terms & Conditions
Notice Before Purchasing Unleash Outdoor Products:
Order Information
Once an order is placed, Unleash Outdoor reserves the right to refuse cancellations or changes (including unconfirmed orders). Requests for changes, such as modifying purchased products, combining orders, or splitting orders, may not be accommodated.
Some products (especially popular items) may be delayed beyond the estimated delivery period. Unleash Outdoor will notify customers in advance whenever possible.
After completing a product pre-order, if the order must be canceled due to stock shortages, the manufacturer being unable to produce, or other factors beyond Unleash Outdoor’s control, customers will be notified promptly. The full amount will be refunded based on the original payment method.
In-stock items will be shipped within 3 working days after payment confirmation. Shipping time for pre-ordered products depends on the supplier’s dispatch schedule and logistics. Refunds are not accepted during this period.
If the product is delivered to the customer-provided address and no one is available to receive it (or if logistics cannot contact the customer), the product may be returned to the company. For re-shipment, delivery will be via SF Express (cash-on-delivery), and a service fee of HKD $50 will apply.
Return & Exchange Policy
If the purchased product is found to be damaged, you can contact customer service within 7 days of receiving the product (including weekends and public holidays) to request an exchange. If the application meets the return/exchange conditions, assistance will be provided. Late requests will not be accepted.
1.1 Customer service may ask you to provide photos and/or videos to verify eligibility for return/exchange.
The following situations are not eligible for returns or exchanges, including but not limited to:
Products have been washed with water or detergent.
Products are damaged, stained, or incomplete due to human actions.
Differences in color compared to website images.
Returns due to change of mind.
If the product’s original packaging (or the product itself) is creased, worn, dented, or similarly affected but the quality of the product is intact, Unleash Outdoor reserves the right to deny exchange or refund requests.
Exchange Method
Contact customer service within 7 days (including weekends and public holidays) after receiving the product to request an exchange and provide proof of purchase (e.g., order or receipt). Upon confirmation, return the product to the Unleash Outdoor office for exchange.
All shipping costs for the return/exchange process must be borne by the customer.
Shipping fees are non-refundable.
Returns are not accepted without proof of purchase (e.g., order or receipt).
After receiving your return, Unleash Outdoor will process the exchange within 5 working days (excluding weekends and public holidays).
Products not requested, approved, or eligible for return/exchange will not be processed. These items will be sent back using SF Express (cash-on-delivery) without further notice, and customers will bear any fees and risks.
Shipping Policy
Delivery service is limited to industrial, commercial, and residential areas in Hong Kong Island, Kowloon, and the New Territories. Delivery to remote areas and outlying islands (e.g., Ma Wan, the airport, Discovery Bay) is not available, or additional fees may apply depending on the logistics company.
Delivery service is not applicable to locations inaccessible by vehicles, or additional fees may apply depending on the logistics company.
If the elevator is out of service or unavailable at the time of delivery, customers must pick up the products at the ground floor.
Delivery times may be delayed when a Typhoon Signal No. 8 or Black Rainstorm Warning is in effect. Unleash Outdoor will contact customers to reschedule delivery.
If the recipient fails to collect the ordered items within the agreed time, Unleash Outdoor reserves the right to charge additional delivery fees.
Customers must notify Unleash Outdoor immediately if there is any change to the delivery address.
Unleash Outdoor reserves the right to refuse delivery to any customer.
If the pickup location is in a loading zone or parking area, and parking fees are incurred, customers are responsible for paying the first half-hour or one-hour fee (whichever is lower).
Self-Pickup at Store
Customers may pick up their items in person at the store after receiving a notification. Please check the store location and business hours or contact customer service.
Products
Unleash Outdoor sells products on multiple platforms. Products listed may be withdrawn at any time without prior notice due to supply shortages.
Unleash Outdoor strives to ensure the accuracy of product images and descriptions on its webpage but cannot guarantee they will perfectly match the actual product.
Unleash Outdoor is not responsible for any loss incurred if the product is used in a manner contrary to usage guidelines or recommendations.
Privacy Policy
Sharing of Personal Data with Third Parties
This policy ensures that your personal data will never be provided, exchanged, rented, or sold to other individuals, groups, private enterprises, or public authorities except where required by law or contractual obligation.