Refund policy

At NATURALBASE OUTDOOR, we stand behind the quality of our Canadian-designed gear. If your purchase doesn't meet your expectations, we are here to help.

1. 30-Day Return Window

You have 30 calendar days from the date of delivery to return an item. To be eligible for a return, your item must be:

  • Unused and in the same condition that you received it.

  • In its original packaging (including the signature box with the maple leaf design).

  • Accompanied by the receipt or proof of purchase.

2. Defective or Damaged Items (Statutory Warranty)

We are committed to the highest standards of Food-Grade Stainless Steel craftsmanship. Under British Columbia’s Business Practices and Consumer Protection Act, products must be fit for their intended purpose and perform as described.

If your item has a manufacturing defect or fails to meet our performance specifications (e.g., maintaining temperatures for the stated 8 hours hot / 16 hours cold under normal use), please contact us immediately.

  • Remedy: For confirmed defective items, we will provide a full refund, repair, or a replacement at no additional cost to you.

  • Shipping: NATURALBASE OUTDOOR will cover all return shipping costs for goods confirmed to be defective or damaged upon arrival.

3. Refunds & Processing Time

Upon receiving your returned item, our team will conduct a thorough inspection to ensure it meets the return criteria. We will notify you via email once the inspection is complete and your refund status is determined.

  • Payment Method: Approved refunds will be automatically credited back to your original method of payment.

  • Timeline: Please allow 10–15 business days for the refund to be processed and reflected on your statement. Please note that exact timing may vary depending on your financial institution and the original payment provider’s processing cycles.

4. Exchanges

We only replace items if they are defective or damaged. If you wish to exchange a standard item for a different color or model, please return the original item for a refund and place a new order.

5. Shipping

  • Standard Returns: You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable.

  • Late Delivery: Under Canadian "Distance Sales" regulations, if your order is not delivered within 30 days of the promised date, you have the right to cancel the contract and receive a full refund.

6. Final Sale Items

Items marked as "Final Sale" or purchased during specific clearance events cannot be returned or refunded unless they are confirmed to be defective.

Contact Us

For all return inquiries, please reach out to our team at:

  • Email: info@naturalbase.co

  • Subject: Return Request – [your order number]