At Hema Shop, we stand behind the quality of our outdoor gear, survival equipment, and preparedness supplies. We’re committed to ensuring your complete satisfaction with every purchase. If you’re not entirely happy with your item, we’re here to help with a straightforward returns and exchanges process.

Returns & Exchanges Timeframe

We accept returns and exchanges for most items within 15 days of receipt of your order. Please note that certain products are excluded from returns for safety and hygiene reasons (see section below).

Condition of Items

To be eligible for return or exchange, items must be:

  • In original condition
  • Unused and unopened (where applicable)
  • In original packaging with all tags attached
  • Accompanied by proof of purchase

Non-Returnable Items

For health, safety, and hygiene reasons, the following products cannot be returned or exchanged unless faulty:

  • Emergency Water Filters (opened or used)
  • First Aid products (opened or used)
  • Fire Starting products (used)
  • Any personal hygiene or sanitation products
  • Opened communications equipment

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

  1. Contact our customer service team at [email protected] within 15 days of receiving your order
  2. Provide your order number and details about the product you wish to return or exchange
  3. We’ll email you a Return Authorization Number and instructions
  4. Package the item securely with the original packaging
  5. Include the Return Authorization Number clearly on the package
  6. Ship the item to our address (provided in the return instructions)

Return Shipping Costs

Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect. We recommend using a trackable shipping service as we cannot guarantee receipt of untracked returns.

Refund Processing

Once we receive and inspect your returned item:

  • Refunds will be processed within 5-7 business days
  • The refund will be issued to your original payment method
  • Please allow additional time for your bank or credit card company to process the refund (typically 3-10 business days)
  • Shipping costs are non-refundable unless the return is due to our error

Exchange Processing

For exchanges:

  • We’ll ship your replacement item once we receive the returned product
  • If the exchanged item costs more, you’ll be charged the difference
  • If the exchanged item costs less, we’ll refund the difference

Return Request Template

Use the following template when emailing us about your return or exchange:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Hema Shop Team, I would like to request a [return/exchange] for my recent purchase. Order Number: [Your Order Number] Product Name: [Product Name] Product Code/SKU: [If available] Reason for Return: [Please specify] [For exchanges only:] I would like to exchange this item for: [Product Name and Code/SKU if known] I confirm that the item is in its original condition and packaging. Please advise on the next steps. Thank you, [Your Full Name] [Your Email Address] [Your Phone Number – optional]

Contact Us

If you have any questions about our returns and exchanges policy, please contact us:

Email: [email protected]
Address: 97 Brown Street, NORTH SYDNEY, AU 2055

Note: This policy applies to purchases made directly through outdoorgearsales.com. For items purchased through third-party retailers, please contact the retailer directly for their return policy.

We appreciate your trust in Hema Shop for your outdoor and survival needs. Our returns policy is designed to ensure you can gear up with confidence, knowing we stand behind our products.