Welcome to Hyperaksa LLC’s outdoor climbing equipment website. We are well aware that every piece of outdoor equipment carries your safety and trust. In order to make your shopping worry-free, we have formulated a clear and transparent return and exchange service policy:
I. Scope of application
This return and exchange policy applies to all hiking shoes, climbing ropes, gliding helmets, knee pads, parachutes and related outdoor products purchased on this website.
- Time limit for return and exchange
Return application time limit: You can apply for return within 30 days after receiving the goods
Exchange application time limit: You can apply for size/model change within 30 days after receiving the goods
Return and exchange applications for non-quality issues will not be accepted after the deadline - Return and exchange conditions
You can apply for return and exchange in the following situations:
✅ The product is unused, the tag/label is intact, and the packaging is intact
✅ The received product does not match the order (such as the wrong model, color, or size)
✅ The product is damaged during transportation (please provide photos)
✅ The size is not suitable (applicable to hiking shoes, knee pads, helmets, etc.) - No return and exchange
The following situations will not accept returns and exchanges:
❌ The product has been used, worn or has obvious stains
❌ Custom orders that are not quality issues (such as engraved, anti-counterfeit numbered products)
❌ Safety products such as parachutes, gliding helmets, and climbing ropes are not supported for return once opened for safety reasons unless there is a quality defect
❌ Exceeding the 30-day application period
V. Return and Exchange Process
Contact Customer Service
Please submit a return and exchange application via email (help@hyperaksa.store) or website customer service, and attach the order number and problem description (with photos if necessary).
Review and Confirmation
Customer Service will review and reply within 1-2 working days whether the return and exchange conditions are met.
Send back the goods
We will provide a return address and operation guide.
For returns without quality issues, the shipping cost shall be borne by the buyer; if it is a quality issue, we will bear the shipping cost or provide a prepaid waybill label.
Refund or Exchange Issue
The refund will be returned to the original route within 7 working days after confirmation of receipt.
Exchanged goods will be reissued within 3 working days and a logistics tracking number will be provided.
VI. Refund Instructions
Refund method: original payment channel (credit card, etc.)
Refund period: generally within 7 working days after receiving the returned goods
If you use a coupon, the actual payment amount will be refunded after the return, and the coupon will not be refunded
VII. Special reminder
When trying on footwear products, please be sure to do it on a clean floor to avoid leaving traces of wear
Please store the packaging properly (especially the original sealed bags and boxes of parachutes and helmets)
If the product involves production defects, we will refund the full amount or replace it free of charge, without returning the original product (depending on the situation)