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Refund and Returns Policy

Effective Date: November 8, 2026

Welcome to the Refund and Returns Policy of AU VIEUX CAMPEUR STRASBOURG, the official operator of [www.auvieuxcampeuroutdoor.com]. As a brand built for casual outdoor lovers who value lightweight, foldable daily outdoor gear for casual hikes and weekend picnics, we are fully committed to delivering products that match your expectations for every small joyful outdoor moment. This policy clearly defines the rules, processes and requirements for product returns, and we explicitly state that pure refund requests without returning the purchased product are not accepted under any circumstances. All return and related partial/refund arrangements are strictly processed in line with the terms outlined below, to protect the legitimate rights of both our customers and our store.

1. Core Policy Rule: No Refund Without Product Return

We make it explicitly clear that ‌we do not support any full or partial refund requests submitted alone without returning the ordered physical product‌. No matter the situation, customers cannot apply for a direct refund while retaining the purchased carabiners, collapsible buckets, foldable cups or any other outdoor goods they received. Any request that asks for a refund without sending back the complete product will be rejected directly by our customer support team. This rule is formulated to maintain fair and equal shopping rules for all our customers, and to ensure that every user can enjoy complete after-sales protection for authentic AU VIEUX CAMPEUR outdoor gear.

2. Eligibility Conditions for Return Applications

You can submit a valid return application only if your request meets all the following eligibility requirements:

  • Your return application is submitted within 30 calendar days from the date when you successfully sign for the ordered product
  • The returned product remains in its original unused condition, with all original tags, packaging, accessories and free gifts that came with the product intact. Products that show obvious traces of use, damage caused by human factors, or missing accessories are not eligible for return
  • The product you apply to return is not a customized, personalized special product, nor a clear clearance item marked as non-returnable on our product detail page
  • You provide the valid order number, order related information, and clear photos that prove the product is in returnable condition when you submit the return request.

3. Standard Return Processing Workflow

All eligible return requests will be processed in strict accordance with the following steps:

  1. Submit your return application through the “My Account – My Orders” page on our website, or send your application directly to our official contact email orvyn@auvieuxcampeuroutdoor.com, and provide the required order information and product condition proof
  2. Our customer support team will review your application within 2 working days, and send you an official return approval notification along with the designated return address: AU VIEUX CAMPEUR STRASBOURG, 32 Rue du 22 Novembre, 67000 Strasbourg, France
  3. You need to send the product back to the designated address via a traceable logistics courier, and send us the return tracking number after you ship the parcel. You will bear the shipping cost for the return shipment, unless the return is caused by our verified mistakes such as sending wrong items or delivering defective products that do not meet the factory quality standards
  4. After we receive the returned parcel and complete the inspection to confirm the product meets all return eligibility conditions, we will process the corresponding refund for your order. The refund amount will only be credited back to the original payment method you used to place the order, and the whole processing period usually takes 3 to 7 working days, depending on the processing speed of your payment service provider.

4. Special Circumstance Statements

  • If you receive a product with confirmed factory quality defects, or we incorrectly send you a product that does not match your order, we will not only process the corresponding refund after you return the wrong/defective item, but also cover the full cost of your return shipping
  • For partial return scenarios where you return only part of the products in one combined order, we will only refund the corresponding amount of the returned products, and the remaining products you keep will still be deemed as normal completed purchases
  • We do not accept any return requests sent directly to our office address without prior official approval from our customer team, and we will not process any refund for such unauthorized returned parcels.

5. Contact Information for Inquiries

If you have any questions about this Refund and Returns Policy, or need assistance with your return application, you can reach us through the following official channels:

  • Official email: orvyn@auvieuxcampeuroutdoor.com
  • Physical mailing and return address: AU VIEUX CAMPEUR STRASBOURG, 32 Rue du 22 Novembre, 67000 Strasbourg, France
  • Contact phone: +33 3 88 32 91 82

Our customer care team will respond to your inquiries as soon as possible within working days, to help you resolve all after-sales issues smoothly and make sure you get satisfying lightweight foldable outdoor gear that fits your every casual adventure.