REFUND POLICY
1. Policy Introduction
This Refund Policy applies to all purchases made on lasportivausaonline.it.com operated by La Sportiva North America Discount Outdoor Retail Store. This policy defines the rules, eligibility requirements, timelines, procedures and limitations for product returns and refunds for our full catalog of outdoor footwear, climbing gear, hiking apparel, trail running equipment, skiing accessories and mountaineering supplies. By completing a purchase on our website, you agree to accept all terms laid out within this Refund Policy alongside our other website policies. Our store offers a generous return window, free return shipping for eligible returns, and clear refund processing rules to build trust with outdoor customers. If you have questions regarding returns, refunds, eligibility or procedures, you may contact us at press@lasportivausaonline.it.com.
We understand that shopping for outdoor technical gear online can involve uncertainty around fit, feel, sizing and product performance. Our return and refund framework is built to reduce the risk for customers exploring gear for their next climbing trip, hike, trail run, ski tour or mountain expedition. We aim to make returns simple and transparent while protecting our inventory and operational processes against abuse of our return privileges.
2. Return Eligibility & 60-Day Return Window
Customers may submit a return request for eligible products within 60 days starting from the date the customer receives their delivered package. The 60-day countdown begins on the delivery date recorded by our shipping carrier, not the date you placed your order. All return requests must be formally initiated within this 60-day time frame. Any return request submitted after the 60-day window expires will not qualify for return or refund consideration, and our team will decline late return submissions.
For a product to qualify for return and refund, the merchandise must be returned in unused, unwashed, undamaged condition with all original factory tags, labels, product packaging, shoe boxes, accessory bags and included inserts intact. Products must not show signs of heavy outdoor use, scuffing, mud stains, water damage, rock abrasion, cuts, dirt buildup or modifications made by the customer. We reserve the right to inspect every returned product after it arrives back at our fulfillment warehouse. If inspection reveals the item has been heavily worn, damaged, altered, missing original packaging or tags, we have the right to reject the return request, deny your refund, and ship the product back to you.
Products that are damaged by manufacturing defects are also eligible for review under this policy. If your product arrives defective or broken, please notify us quickly with photographs of the defect by writing to press@lasportivausaonline.it.com, and our team will guide you through the return process.
3. Free Return Shipping
La Sportiva North America Discount Outdoor Retail Store provides free return shipping for all eligible returns. You will not need to pay return delivery postage to send items back to our warehouse for approved return cases. Once your return application is approved, we will provide you with the required return shipping documentation and instructions for sending your merchandise back. Please follow all return packing guidance carefully, secure the items inside protective packaging, and retain the tracking number for your return shipment for your own records. You are responsible for ensuring the returned package reaches our warehouse safely; we strongly recommend keeping your return tracking number until your refund is finalized.
4. Step-by-Step Return Application Process
- Submit your return request via email to press@lasportivausaonline.it.com. Please include your unique order number, the names or item SKUs of the products you wish to return, and a brief explanation for your return. If returning due to product defects or shipping damage, attach clear photos showing the issue in your email.
- Our customer review team will evaluate your return application and confirm whether your items meet return eligibility criteria. We will reply to your email with return authorization instructions once approved. Do not send items back before receiving formal return authorization from our team. Unauthorized returns sent without prior approval may be refused or delayed in processing.
- Carefully repack the items including all original packaging and tags following our packing instructions. Attach the provided return shipping label to the outside of your parcel.
- Drop off your return package with the designated shipping carrier and save your return tracking number.
- Wait for our warehouse team to receive, unpack and inspect your returned goods.
- After successful inspection and verification, we will start your refund processing within our stated timeline.
5. Refund Processing Timeline (5–10 Business Days)
Once our warehouse receives and completes inspection of your approved returned items, we will initiate your refund. Refunds will be processed within 5 to 10 business days from the date our warehouse accepts and validates your returned merchandise. Business days exclude weekends and public holidays.
The refund will be issued back to the original payment method you used to place your order. Please note that after we release the refund, the speed at which funds appear back in your bank account, credit card account or payment wallet depends fully on your payment provider, bank processing schedules and internal financial institution rules. We have no control over how long your bank takes to post the returned funds to your account. It is normal for there to be an additional delay beyond our 5–10 business day processing window before funds are visible in your account.
Refund amounts will match the product price you paid for returned items. Since original outbound shipping was provided free of charge for all orders, no outbound shipping deductions will be subtracted from your refund value for eligible returns.
6. Partial Returns & Multi-Item Orders
If you ordered multiple products in a single order and only want to return some of the items, partial returns are permitted. We will calculate your refund amount based only on the price of the individual returned products. The remaining items you keep from your order will stay yours, and no extra charges will apply. Follow the same return request procedure and list exactly which items you wish to return when contacting press@lasportivausaonline.it.com.
7. Non-Returnable Items & Return Exclusions
While most of our outdoor gear qualifies for returns within the 60-day window, there are limited categories of merchandise that cannot be returned for hygiene, safety or product integrity reasons. This includes personal hygiene items, close-fitting protective gear that has been worn, customized or modified products, and clearance items marked as final sale on the product detail page. Final sale products will be clearly labeled on the product page before checkout, and these items cannot be returned or refunded after purchase, except in cases where the item arrives defective or damaged in transit.
We also reserve the right to decline future return privileges for customers who repeatedly submit excessive returns or misuse our return policy in a way that creates unreasonable operational burden for our store. Our goal is to maintain fair return benefits for all genuine outdoor enthusiasts while preventing policy abuse.
8. Refusal of Return After Inspection
When your returned package arrives, our warehouse team completes a full physical inspection of each item. If our inspection determines the item is ineligible for refund because of heavy wear, damage caused by customer use, missing packaging, missing tags, modification or other violation of our return requirements, we will reject the return. We will email you at the address associated with your order to explain the rejection reason. In such a case, no refund will be issued, and we may arrange to send the product back to you.
9. Replacement Requests
If you receive a defective or incorrectly shipped item, you have the option to request a product replacement instead of a refund. Notify us at press@lasportivausaonline.it.com with photos of the problem. If approved, follow the return process to send the incorrect or defective product back, and we will arrange shipment of the replacement product once we receive and inspect your returned item. Standard shipping timelines for the replacement package will apply.
10. Refund Policy Questions
All inquiries about returns, refund eligibility, return status, rejected returns, replacement options or this Refund Policy can be sent by email to press@lasportivausaonline.it.com.