Return Eligibility
To be eligible for a return, items must be unused, in their original packaging, and in a resalable condition. You must initiate the return process within 30 days of receiving your order. Items that have been used, damaged, or altered in any way will not be accepted for return. It is your responsibility to ensure that the items meet these criteria before requesting a return.
How to Request a Return
To initiate a return, you must send an email to [email protected]. In your email, include your order number, the item(s) you wish to return, and the reason for the return. We will respond to your request within 3-5 business days with further instructions. Please do not send items back without prior authorization, as this may delay the processing of your return.
Return Shipping Costs
Customers are responsible for all return shipping costs unless otherwise agreed upon. We recommend using a trackable shipping service or purchasing shipping insurance for items over a certain value, as we cannot guarantee that we will receive your returned item. If you are returning an item due to a mistake on our part, we will cover the return shipping costs.
Refund Processing Time
Once we receive your returned item, we will inspect it to ensure it meets our return eligibility criteria. If approved, your refund will be processed within 7-10 business days. The refund will be issued to the original payment method used for the purchase. Please note that depending on your bank or credit card company, it may take additional time for the refund to appear in your account.
Exchanges
We do not offer direct exchanges. If you would like a different item, please return the original item for a refund and place a new order for the desired item. This process ensures that you receive the correct item without delays. Be sure to follow the return process outlined above to ensure a smooth transaction.
Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately at [email protected]. Include your order number and a description of the issue, along with photos if possible. We will work with you to resolve the issue promptly, which may include a replacement or refund at our discretion. It is important to report any issues within 7 days of receiving your order to ensure timely resolution.
Final Notes
By making a purchase from Trail Flame Gear, you agree to comply with this Return and Refund Policy. We reserve the right to update or modify this policy at any time, and any changes will be effective immediately upon posting on our website. It is your responsibility to review the policy periodically for any updates. Thank you for shopping with us, and we appreciate your understanding and cooperation.