Returns & Refunds Policy
At Trailtis, we strive to provide our customers with high-quality custom hiking gear. We understand that sometimes a product may not meet your expectations, and we want to ensure a smooth return process. Please read our Returns & Refunds policy carefully to understand your rights and responsibilities.
30-Day Return Window
Customers have a period of 30 days from the date of delivery to initiate a return. If you are not completely satisfied with your purchase, please ensure that you start the return process within this time frame to qualify for a refund.
Condition of Returned Items
To be eligible for a return, items must be unused and in their original packaging. This means that products should not show any signs of wear or damage and must include all tags, labels, and accessories that came with the item. We reserve the right to refuse returns that do not meet these criteria.
How to Initiate a Return
To initiate a return, please contact us through our contact form or via email at [email protected]. Be sure to include your order number and the reason for the return. Our customer service team will guide you through the return process and provide you with the necessary instructions and a return shipping label if applicable.
Return Shipping Costs
Customers are responsible for the return shipping costs unless the item is defective or incorrect. In such cases, Trailtis will cover the return shipping fees. We recommend using a trackable shipping service or purchasing shipping insurance for items over $75, as we cannot guarantee that we will receive your returned item.
Refund Timing
Once we receive your returned item, we will inspect it to ensure it meets our return policy criteria. Refunds will be processed within 5-10 business days after receipt of the returned item. The refund will be issued to the original payment method used at the time of purchase. Please note that it may take additional time for your bank or credit card company to process the refund.
Exclusions from Returns
Please be aware that certain items are not eligible for return. This includes:
- Sale items: Products purchased at a discount are final sale and cannot be returned.
- Customized pieces: Any items that have been customized per your specifications are non-returnable.
Thank you for choosing Trailtis for your hiking gear needs. If you have any questions about our Returns & Refunds policy, please do not hesitate to reach out to our customer service team.