Last updated: April 2026 · Member-facing version
The Short Version: We send out quality gear. Quality gear takes a beating and comes back for more. We expect normal wear — scratches, dirt, the occasional muddy boot print — and we cover all of it. What we ask is that you return gear in roughly the same condition it arrived: functional, complete, and not the result of something avoidable.
If something gets damaged beyond normal use, we handle it simply: we assess the repair cost (not replacement value), we tell you what it is, and we sort it out together. No surprises. No gotcha fees.
If you're not sure whether something counts as normal wear, just reach out. We'll tell you honestly.
We define "negligent damage" as damage that wouldn't happen to gear used as intended in normal outdoor conditions. We're not trying to be the gear police — this line is pretty obvious in practice.
We charge for repair costs only — not replacement value. All fees are assessed from a flat rate card, not hourly shop billing, so there are no surprises.
| Damage Level | Description | Fee |
|---|---|---|
| None | Normal wear, minor soiling, cosmetic marks | $0 |
| Minor | Small tear, bent component, minor stitching repair | $0–$25 |
| Moderate | Structural damage requiring shop repair | $25–$75 |
| Major | Significant damage requiring extensive repair | Actual repair cost, capped at $150 |
| Unrepairable / Lost | Gear cannot be repaired or was not returned | Pulled from security hold (see below) |
We'll always tell you the assessment and give you a chance to respond before any fee is applied. If you disagree, you can dispute it (see Disputes section below).
When you activate your membership, we place a $350 hold on your card on file. This is not a charge — it's a hold, like a hotel pre-authorization.
We inspect every item within 72 hours of return. If we find damage beyond normal wear, we'll contact you with:
We won't charge your card without notifying you first.
If you believe a damage assessment is wrong, here's how to dispute it:
We resolve the majority of disputes in the member's favor. If gear arrived damaged and you didn't flag it at delivery, that's a valid dispute — let us know within 24 hours of receiving gear and we'll document it on your account so you're protected.
Something break mid-adventure? Reach out to us immediately at support@heybuddyoutdoors.com. Early notice almost always makes resolution easier and faster. Don't wait until return to tell us.
We've built this policy to be fair to both sides. Good gear holds up through hundreds of real adventures — we know that, and we price and plan accordingly. The fee structure exists for the rare case where something goes genuinely wrong, not to catch you out after a rainy weekend.
Questions? Email us at support@heybuddyoutdoors.com or reach out through the app.