Shipping & Returns

Miles to Hike: General Terms& Conditions

General Service Rules

Miles to Hike reserves the right to update these rules. Updated versions published on www.MilestoHike.com take immediate effect. Continued use of the services constitutes acceptance of the updated policy.

• Policy Precedence: Suppliers may publish their own Return & Refund Policy on product pages. However, in the event of a conflict between a Supplier’s policy and Miles to Hike’s General Terms, the Miles to Hike policy shall prevail.

1. Relationship of the Parties

Miles to Hike provides a marketplace platform. When you place an order, the contract of sale is between you and the Supplier listed on the product page.

1.1 Independent Contractors. The parties to this Agreement are independent contractors. Nothing in these Terms shall be construed to create a partnership, joint venture, employment, or agency relationship between Miles to Hike, any Buyer, or any Supplier.

1.2 No Agency. No party has the authority to bind the others or incur any obligation on another’s behalf.

1.3 Marketplace Role. Miles to Hike provides a digital platform to facilitate transactions and is not the manufacturer, seller of record, or logistics provider for products listed by third-party Suppliers.

1.4 Responsibility. Each Supplier is solely responsible for its own taxes, regulatory compliance, and product safety.

1.5 Final Authority. Miles to Hike reserves the right to make the final determination on all refund requests and disputes to ensure platform integrity.

2. Order Cancellation & Modification

2.1 Cancellation Window. Buyers may request to cancel an order at any time before the order status is updated to "Processed" or "Shipped" by the Supplier. Once an order has been "Processed" or "Shipped" by the Supplier the order can no longer be cancelled. Buyer will need to follow the Return process once the item has been received.

2.2 Procedure. Requests must be submitted via the Miles to Hike Buyer Center. Once an order enters the "Processing" or "Shipped" state, cancellation is not guaranteed and may be subject to the Supplier’s Return Policy.

2.3 Supplier Response. The Supplier has three (3) business days to acknowledge a cancellation request. Note: Some supplier policies may not permit cancellations once processing has begun.

2.4 Supplier Cancellation. If a Supplier cannot fulfill an order due to lack of stock or other conditions, the Supplier reserves the right to cancel and refund the order immediately. 

2.5 Non-Cancellable Items. Custom-made or "Final Sale" items are not eligible for cancellation once the order is placed.

3. Shipping & Logistics

3.1 Tracking Validity. If a tracking number is verified as incorrect and the Supplier fails to provide a valid replacement within four (4) business days, Miles to Hike will refund the order.

3.2 Untimely Updates. If tracking information does not update for more than seven (7) business days after a label is created, the Supplier must refund the order within three (3) business days of the Buyer’s request. Note: this clause is not applicable for special time/periods that fall under Force Majeure.

3.3 Delivery Delays. If transit time exceeds the estimated delivery date by ten (10) days or more without valid updates, the Buyer is entitled to apply for a refund. Note: this clause is not applicable for special time/periods that fall under Force Majeure.

4. Returns and Refunds

4.1 After-Sales Window: Buyers must file a return or refund request within 15 days of the delivery date, unless a different period was pre-approved by Miles to Hike for specific suppliers. If the period of return or refund request filed exceeds the above time frame, the Supplier and/or Miles to Hike reserves the right not to provide any after-sales service after that time.

4.2 Damaged, Defective, or Incorrect Goods: If a Buyer receives damaged, defective, or incorrect goods and provides compelling evidence:

• Buyer must file a request with the Supplier and/or Miles to Hike.

• If the goods need to be returned, the Supplier has the responsibility to offer the buyer a prepaid return label within 3 business days.

• If the goods do not need to be returned, the Supplier should refund the order within 3 business days of the refund request.

• The Supplier should issue a refund only after the delivery has been made and meets the Supplier's requirements.

• If proof cannot be made as to whether the item is damaged, defective, or an incorrect item sent, the Supplier and/or Miles to Hike has the right to reject the Buyer's refund request. 

• If proof is valid and the Buyer requests redelivery, the Supplier should redeliver within 5 business days of proof of approval. Please note Suppliers have the right to refund orders if the redelivery of products have no stock, or Buyers are able to reorder products when the products are restocked.

4.3 "Non-Defective Remorse" Returns: Miles to Hike does not require suppliers to accept returns for "buyer's remorse." If a supplier chooses to accept such a return, any "restocking & repacking fee" deducted shall not exceed 25% of order total price.

4.4 Evidence Requirements: Buyers must provide valid proof (clear photos/videos of the package and item). Miles to Hike maintains sole and final authority in determining whether evidence is "compelling."

4.5 Miles to Hike Review: Miles to Hike will review Buyers claim and may require additional information than what is listed below in the Compelling Evidence Guide to make a final determination. Miles to Hike will strive to make a final decision within 5 business days.  

4.6 Wrong Receipt Information: If the Buyer puts wrong receipt information on an order, the Buyer should contact the Supplier via "Contact Seller" or contact Miles to Hike to request the Supplier to update the order with the correct receipt information. Please note the receipt information correction or order cancellation are not guaranteed. 

• If the order has already shipped out, it is the Buyer's responsibility to contact the Seller with the correct information.

• If the goods have been delivered to the wrong receipt, the Buyer can attempt to send back the products at his/her own expense. If the goods are returned in good condition, the Supplier shall refund the order within 3 business days of receiving the goods, as Buyer’s refund request, or begin redelivery within 5 business days of receiving the goods. Please note the Buyer will additionally be in charge of the redelivery fee.

• If the order cannot be corrected or returned, the buyer will bear the losses.

4.7 Warranties: Miles to Hike does not require Suppliers to offer or provide warranties, nor is Miles to Hike involved in offering, providing, or handling warranties. 

Miles to Hike: Compelling Evidence Guide

To ensure a fast and fair resolution for Buyers dispute, Miles to Hike requires specific documentation. Please follow this guide when submitting your claim. Evidence that is blurry, edited, or missing key components may result in the rejection of your request.

1. Photo & Video Requirements

For all claims regarding damage, defects, or "item not as described," you must provide:

• The Shipping Label: A clear, top-down photo of the shipping label on the original box, ensuring the tracking number and recipient address are legible.

• The Outer Packaging: Photos of all sides of the box before opening (especially if the box itself is crushed, torn, or wet).

• The Specific Issue: A close-up photo or a short video (under 30 seconds) demonstrating the defect or damage.

• The Comparison: If the item is "Significantly Not As Described" (e.g., wrong color or size), a photo of the item next to a measuring tape or the original product listing details.

2. Evidence Categorization

Depending on your issue, please provide the specific evidence listed below:

5. Force Majeure

5.1 Definition. No party shall be liable for failure or delay in performing these Terms when such failure results from acts beyond their reasonable control, including: (a) acts of God; (b) flood, fire, or natural disasters; (c) war, terrorism, or civil unrest; (d) government orders or pandemics; (e) strikes or labor disturbances; and (f) systemic electrical, internet, or telecommunication outages; (g) holidays.

5.2 Notice. The impacted party must give notice within three (3) business days of the Force Majeure Event. Miles to Hike will try its best to assist Buyers in these special circumstances in a timely manner. After notifying Miles to Hike, buyers should expect a decision from Miles to Hike on these types of issues no later than two weeks.

6. Dispute Resolution

6.1 After-Sale Issue. If a Buyer and Supplier cannot reach a resolution regarding after-sales issues, the Buyer must open a formal dispute with Miles to Hike for final mediation and binding determination.

6.2 General. If Buyer is unsatisfied with a Supplier problem that can't resolved, Miles to Hike  will review the evidence and make a binding decision to ensure Buyer is treated fairly.