Satisfaction Guarantee & Return Policy

30-Day Satisfaction Guarantee & Return Policy

At ADD1D, we design high-performance Travel and EDC gear built to last. We stand behind the quality, craftsmanship, and utility of every product we create.

If you are not entirely satisfied with your purchase, we offer a 30-Day Satisfaction Guarantee under the terms and conditions outlined below.

🛡️ 1. Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or if you received an incorrect item due to our error:

Contact our customer support team at info@add1d.com within 14 days of goods receipt.

Please provide your Order Number, a brief description of the issue, and clear photos/videos showing the damage or discrepancy.

Once verified, we will immediately arrange a free replacement at no additional cost to you.

📦 2. Standard Returns (All other reasons)

If you wish to return an item for any reason other than a product defect or shipping error such as preference, size/capacity mismatch, expectation differences, or changed circumstances:

Timeframe:

Return requests must be submitted within 30 days of goods receipt.

Item Condition:

Returned items must be 100% unused, unwashed, and in original re-sellable condition with all original packaging, tags, inserts, and modular accessories attached.

Return Authorization Required (RMA):

All returns must be pre-authorized by our CS team. Unsolicited parcels sent to our office or fulfillment center without prior RMA approval will be rejected and will not be eligible for a refund.

Return Shipping Costs:

For all standard returns, customers are solely responsible for all return shipping costs back to our fulfillment center in Hong Kong.

Shipping Method:

We recommend the returns be sent using a reputable, trackable shipping service. ADD1D is not responsible for returned parcels lost, stolen, or damaged during transit.

Import Customs & Taxes:

Please note that Hong Kong is a free port with zero import tariffs/taxes on general merchandise. However, any carrier clearance fees or administrative charges incurred upon arrival due to improper package declaration will be deducted directly from your final refund amount.

🚫 3. Non-Returnable Items

To maintain our strict product integrity and fair operational policies, the following items are strictly non-returnable:

Items showing obvious signs of personal use, modification, alterations, or intentional wear and tear
Items of final sale/clearance, or promotional items
Crowdfunding rewards pledged or purchased through Kickstarter, Indiegogo, or other crowdfunding platforms

⏱️ 4. Refund Processing Time

Once your returned parcel arrives at our address in Hong Kong, it will undergo inspection within 3 business days.

Approved refunds will be issued to your original payment method (minus original shipping costs and any applicable customs clearance fees, if any).

Depending on your card issuer or payment platform, refunds typically take 3 to 7 business days to reflect on your account statement.

📩 5. How to Initiate a Return

To request a return authorization, please follow these steps:

Send an email to info@add1d.com with the subject line: Return Request - [Your Order Number].
State the item(s) you wish to return and the reason for the return.
Our support team will review your request and follow up with you.