+386 73 931 400

reezep@rexoutdoors.com

Trubarjeva cesta 7, 8310 Šentjernej, Slovenia

Rex Outdoor

Refund and Returns Policy

Effective Date: August 3, 2026

Thank you for shopping at Rex Outdoor, prodaja d.o.o. (“we,” “us,” or “our”), accessible via rexoutdoors.com. We take great pride in crafting and selecting high-quality, trail-tested, compact outdoor gear designed to make your adventures smoother and more enjoyable.

If you are not entirely satisfied with your purchase, we are here to help you resolve the issue through a structured return and replacement process. By placing an order on our Site, you agree to the terms and conditions of this Refund and Returns Policy.

1. Strict Return Requirement (No Refunds Without Return)

At Rex Outdoor, prodaja d.o.o., we maintain a rigorous quality assurance standard and a strict anti-fraud policy. Under no circumstances do we issue a “refund-only” resolution.

  • Physical Return Required: To receive a refund, store credit, or a replacement product, the customer must physically ship the purchased item back to our facility.
  • No Exceptions: We do not offer cash, card, or digital payment refunds while allowing the customer to retain the merchandise. This policy applies strictly to all scenarios, including claims of dissatisfaction, sizing issues, or structural preferences.
  • Inspection Requirement: All returned items must pass a physical inspection by our warehouse team before any financial compensation or replacement is authorized.

2. Return Eligibility Period

You have 30 calendar days from the date you received your item to initiate a return request. If 30 days have passed since your delivery date, we unfortunately cannot offer you a refund or an exchange.

To be eligible for a physical return, your item must meet the following criteria:

  • The item must be unused, unwashed, and in the same pristine condition that you received it.
  • The item must be completely free of dirt, outdoor debris, watermarks, or visible signs of wear from trails.
  • The item must be securely packed in its original packaging, including all attached product tags, carabiner clips, lids, mesh covers, or protective sleeves.
  • You must provide a valid receipt, invoice, or proof of purchase linked to your order history.

3. Damaged, Defective, or Incorrect Items

If you receive an item that is defective, damaged during transit, or completely different from what you ordered, you are fully entitled to a remedy. However, our core rule remains active: we do not issue refunds without a return for damaged or defective items.

Step-by-Step Reporting Protocol:

  1. Immediate Notification: You must email our support team at reezep@rexoutdoors.com within 48 hours of package delivery.
  2. Visual Proof: Your email must include clear photographic or video evidence documenting the manufacturing defect or shipping damage.
  3. Return Authorization: Once our team verifies the issue visually, we will issue a Return Merchandise Authorization (RMA) along with a prepaid shipping label.
  4. Physical Return Processing: You must package the damaged item and ship it back to our address in Slovenia. Once the physical item arrives and is inspected to confirm the documented defect, we will process a full refund or dispatch a brand-new replacement at no extra cost to you.

4. The Return Process

If you wish to return an eligible item, please follow these steps precisely:

  1. Contact Support: Email us at reezep@rexoutdoors.com or call us at +386 73 931 400 to notify us of your intent to return. Please state your full name, order number, and the specific reason for the return.
  2. Receive Address Instructions: Once authorized, securely pack your items. You will need to mail your return parcel directly to our operating headquarters:
    • Company Name: Rex Outdoor, prodaja d.o.o.
    • Address: Trubarjeva cesta 7, 8310 Šentjernej, Slovenia
  3. Shipping Costs: For standard returns based on a change of mind, buyer’s remorse, or incorrect sizing choices, the customer is responsible for paying all return shipping fees. Shipping costs are completely non-refundable.
  4. Tracking Advisory: We strongly recommend utilizing a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item, and we are not liable for packages lost by postal carriers during the return transit.

5. Inspection, Approval, and Refunds

Once your return package arrives at our facility in Slovenia, our team will open and inspect the contents within 5 business days.

  • Approval Notification: We will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund based on the physical condition of the product.
  • Approved Returns: If the item is approved as unused and in original packaging, your refund will be processed immediately. A credit will automatically be applied to your original credit card or original method of payment.
  • Processing Timelines: Please note that banking institutions and credit card companies can take an additional 5 to 10 business days to officially post the transaction to your account balance.
  • Rejected Returns: If an item is returned to us used, damaged by the user, dirty, or missing components, the refund will be denied. The item can be shipped back to you at your own personal expense.

6. Non-Returnable and Non-Refundable Items

Certain types of goods are exempt from being returned or refunded under any circumstances:

  • Gift Cards: Digital or physical gift certificates cannot be returned or redeemed for cash.
  • Sale Items: Only regular-priced items may be refunded. Items purchased under clearance, final sale, or special promotional discounts are non-refundable.
  • Hygiene and Pet Items: Collapsible pet bowls or pet bath basins that show any signs of contact with animals, pet food, or pet hair cannot be returned due to sanitary and hygiene standards.

7. Exchanges

We only replace items if they are defective, damaged, or require a different size. If you need to exchange an item for the exact same model, please email us at reezep@rexoutdoors.com to initiate an exchange procedure. Just like standard refunds, exchanges require the physical item to be returned to our facility first before the new product is shipped out.

8. Contact Information

For any clarifications regarding our Refund and Returns Policy, or to track an ongoing return shipment, please reach out to us:

  • Entity: Rex Outdoor, prodaja d.o.o.
  • Website: rexoutdoors.com
  • Support Email: reezep@rexoutdoors.com
  • Phone Number: +386 73 931 400
  • Mailing Address: Trubarjeva cesta 7, 8310 Šentjernej, Slovenia