Refund policy

At TRAILBORN, we want you to be happy with your purchase. If, for any reason, you are not satisfied with an item purchased through our online store, we offer a 30-day returns policy, without affecting any statutory rights you may have under UK consumer law.

This policy applies to purchases made through:

Website: storetrailborn.com
Email: contact@storetrailborn.com

1. 30-Day Returns Policy

You may request a return within 30 days of receiving your order, provided the item meets the conditions set out in this policy.

For a return under our 30-day commercial returns policy, the item should, where reasonably possible:

Be unworn;
Be unused and unwashed;
Be in its original condition;
Have its original tags attached, where applicable;
Include its original packaging, where reasonably possible;
Be accompanied by your order number or proof of purchase.

Our 30-day returns policy is an additional benefit provided by TRAILBORN and does not limit or affect any statutory consumer rights you may have under UK law.

2. Your Statutory Cancellation Rights — UK

For most online purchases, UK consumers have a statutory right to cancel certain contracts within 14 days of receiving the goods, without giving a reason, subject to applicable legal exceptions.

After notifying the retailer of cancellation, the goods will generally need to be returned within the applicable legal timeframe.

This statutory cancellation right is separate from our additional 30-day commercial returns policy.

In simple terms:

14 days = your statutory cancellation right, where applicable.

30 days = TRAILBORN's additional commercial returns policy.

Nothing in this policy is intended to restrict or exclude your statutory consumer rights.

3. How to Request a Return

To request a return, please contact us at:

contact@storetrailborn.com

Please provide:

Your order number;
The name used when placing the order;
The item you wish to return;
The reason for the return, where applicable;
Photographs or other relevant information if the item is damaged or faulty.

Once we receive your request, our team will provide you with the appropriate return instructions.

TRAILBORN is an online-only e-commerce business and does not operate a physical retail store or customer-facing premises.

For operational and security reasons, please do not send any items to an address found elsewhere on our website unless you have first received return instructions from our customer service team.

Once your return has been approved, we will provide the appropriate return address or return method.

4. Unauthorised Returns

Items sent to us without first contacting our customer service team may experience delays in processing or may not be correctly identified.

For this reason, please contact us before sending any item back to us.

5. Damaged, Faulty or Incorrect Items

Please inspect your order as soon as reasonably possible after delivery.

Your item arrives damaged;
The item is faulty;
You receive the wrong item;
An item is missing from your order;
The product does not match its description or does not conform to the contract.

We may request photographs or other information to help us assess the issue.

If an item is faulty, incorrect or otherwise does not conform to the contract, your statutory rights remain fully protected.

Depending on the circumstances, you may be entitled to a repair, replacement, price reduction or refund under applicable UK consumer law.

6. Return Shipping Costs

If you are returning an item because you have simply changed your mind, you may be responsible for the direct cost of returning the item, provided you were informed of this before placing your order.

If an item is:

Faulty;
Damaged;
Incorrect; or
Not as described or otherwise not in conformity with the contract,

TRAILBORN will cover the applicable return costs where required by law.

7. Exceptions and Non-Returnable Items

Certain goods may be subject to legal exceptions to cancellation rights where permitted by law.

Depending on the product and circumstances, this may include:

Goods made to your specifications or personalised items;
Sealed goods that are not suitable for return for health or hygiene reasons where the seal has been removed;
Goods which, by their nature, cannot be returned;
Other goods covered by specific statutory exceptions.

Where an exception applies, we will provide the relevant information before purchase where required by law.

Sale or discounted items do not automatically lose statutory consumer rights.

8. Exchanges

If you would like a different size or product, the simplest option is generally to return the original item and, where appropriate, place a new order.

This does not affect your statutory rights, and we may provide another solution where required by law.

9. Refunds

Where a refund is approved, it will normally be made using the original payment method used for the purchase.

For cancellations made under applicable statutory rights, refunds will be issued within the timeframes required by UK law.

Where applicable, the refund will include the cost of the least expensive standard delivery option originally selected by the customer. Any additional amount paid for a more expensive delivery service may not be refundable.

Where permitted by law, we may wait until the returned goods have been received or you have provided evidence that the goods have been sent back before processing the applicable refund.

10. Condition of Returned Items

You may handle the goods only as much as is reasonably necessary to establish their nature, characteristics and functionality.

If the value of the goods has been reduced because they have been handled beyond what is reasonably necessary, we may make an appropriate deduction from the refund where permitted by law.

11. Refund Processing Times

Once your refund has been processed by TRAILBORN, the time required for the funds to appear in your account may depend on your bank or payment provider.

If you believe that an approved refund has been delayed, please contact us at: