Gear Damage Policy

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.

What's Always Covered (No Charge)

Normal wear and tear — scuffs, light scratches, fading from sun and use
Minor soiling — dirt, mud, grass stains that clean out
Small tears or fraying from regular outdoor use
Weather-related wear on exterior materials
Any defect that was present when the gear was delivered

If you're not sure whether something counts as normal wear, just reach out. We'll tell you honestly.

What's Not Covered

Damage from misuse or neglect (leaving gear in standing water, improper storage, use beyond intended purpose)
Lost or stolen gear
Deliberate damage
Damage from unauthorized modifications or repairs
Items returned with missing components (rods, straps, buckles, poles, etc.)

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.

Damage Fee Structure

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 and wear fees are finalized before your first kit ships. You'll see them in full before you pay.

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).

After You Return Gear

We inspect every item within 72 hours of return. If we find damage beyond normal wear, we'll contact you with:

A description of what we found
A photo of the damage
The assessed fee from our flat rate card
A 48-hour window to respond before anything is applied

We won't charge your card without notifying you first.

Disputes

If you believe a damage assessment is wrong, here's how to dispute it:

Reply to our damage notification within 48 hours
Tell us what you think happened (or didn't happen)
We'll review and respond within 2 business days

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.

Reporting Damage During Your Rental

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.

The Bottom Line

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.