Refund policy

Return Policy

At Slate Trek, we want you to feel complete confidence in the balance, strength-to-weight ratio, and grip comfort of our trekking hardware. Our return policy is structured in full accordance with the Australian Consumer Law (ACL). Because backcountry hiking equipment is exposed to abrasive rock faces, trail grit, mud, and intense lateral loads during outdoor use, please review our return conditions below carefully.

1. Return Window

Customers have the right to request a return within 30 days from the documented date of delivery. Return requests submitted after this 30-day period will not be accepted for change of mind.

2. Change of Mind Eligibility & Hardware Condition

To qualify for a valid return and subsequent refund under our change-of-mind policy, your items must strictly adhere to the following condition criteria:

  • The trekking poles, gaiters, or replacement tip accessories must be completely unused on trails, unweathered, and in their original, brand-new condition.
  • Indoor Dry Assessment Only: Poles may be unboxed indoors in clean hands to evaluate height adjustment and grip contours. We strictly cannot accept poles that have been planted on outdoor dirt, gravel, rocks, or pavement (outdoor surfaces immediately scratch and abrade tungsten carbide tips, embed mud in rubber caps, and transfer dirt into aluminum flick-locks).
  • Carbon fiber shafts must show zero scratches, lateral gouges, rock chips, or clamp indentations caused by overtightening lever screws.
  • EVA foam grips and adjustable wrist straps must remain 100% free of sweat stains, hand oils, sunscreen marks, and outdoor scents.
  • Gaiters must be completely free of mud, grass seeds, boot grease, or scuffed underfoot straps.
  • All original packaging—including ripstop carry bags, rubber road feet, mud/snow baskets, attached tags, and instructional leaflets—must remain 100% complete and undamaged inside the return parcel.
  • Items showing signs of trail usage, muddy tips, or missing accessories will be strictly rejected during our quality inspection.

3. Australian Consumer Law (ACL) Guarantee

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

4. Return Shipping Costs

For change-of-mind returns, the customer is responsible for paying all shipping costs associated with returning their items. Return shipping costs are non-refundable. Because technical carbon composite items require rigid packaging to prevent crushing during transit, we recommend using a trackable shipping service and purchasing parcel transit insurance, as Slate Trek cannot guarantee receipt of returned items without tracking proof.

5. How to Initiate a Return

  1. Contact our customer concierge team at support@slatetrek.sbs within 30 days of delivery. Please include your order number, product model, and reason for return.
  2. Our support team will review your request and provide you with an authorized return warehouse address, an RMA number, and specialized repacking instructions.
  3. Do not mail your items back to the address printed on the original shipping label or our corporate administrative address. Returns sent to unauthorized addresses cannot be processed.

Refund Policy

This Refund Policy details our procedures regarding order cancellations and the financial resolution of authorized returns.

1. Order Cancellations and Modifications

  • If you need to cancel or modify your order (such as changing a pole model or delivery address), contact us immediately at support@slatetrek.sbs.
  • We enforce a strict 1 - 2 hour cancellation window from the exact time of purchase.
  • Once this window has passed, your order is automatically transmitted to our automated fulfillment network and cannot be altered or canceled. If you no longer want the items, you will need to accept delivery and follow our standard Return Policy.

2. Inspection and Approval Process

Once your returned package arrives at our designated logistics facility, our outdoor gear inspectors will examine each item under bright lighting (verifying spotless unscratched tungsten tips, clean pristine foam grips, smooth carbon shafts, and complete accessory kits). Following inspection, we will send you an email notifying you whether your refund has been approved or rejected.

3. Refund Timing

If your return is approved, your refund will be processed immediately. The funds will automatically be credited back to your original payment method (e.g., Credit Card, PayPal) within 3 to 10 business days.

4. Delayed or Missing Refunds

If you have received an approval notice but have not seen the credit reflected in your account:

  • Check your bank account or credit card statement again.
  • Contact your bank or financial institution, as processing times vary before funds officially post.
  • If you have completed these steps and still have not received your refund, please contact us at support@slatetrek.sbs for further assistance.