Refund Policy

At TrailDNA, we’re committed to delivering high-quality gear built for riders who live the trail life. If something isn’t right, we’re here to help. Please read our Return & Refund Policy below to understand how returns, exchanges, and refunds work on trail-dna.com.

1. Eligibility for Returns

You can request a return within 30 days of receiving your order, provided the item is unused, unworn, in original condition, includes all tags/packaging, and you can provide proof of purchase (order number or confirmation email). Items that have been used, washed, or damaged by the customer are not eligible for return.

2. Non-Returnable Items

For hygiene and safety reasons, some items cannot be returned: socks and undergarments (if opened), stickers or colouring packs once opened, digital downloads, and final-sale items.

3. How to Start a Return

To start a return, email us at info@trail-dna.com with your name, order number, item(s) you want to return, and the reason (optional). We will reply with instructions and the return address.

4. Return Shipping

Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect. Use a tracked service to ensure delivery, as TrailDNA is not responsible for lost return parcels.

5. Damaged, Defective, or Wrong Items

If your item is damaged, defective, or incorrect, email us within 48 hours of delivery with photos of the item, the packaging, and your order number. We will replace it at no cost or issue a full refund.

6. Refund Processing

Once your return is received and inspected, we will notify you by email. Approved refunds are processed within 5–7 business days to your original payment method. Shipping fees are non-refundable.

7. Exchanges

To exchange an item, start a return, send the original item back, and place a new order for the item you want. This ensures faster processing and availability.

8. Order Cancellation

Orders can be cancelled or changed within 2 hours of placement. After that, the order may already be processing or shipped.

9. Late or Missing Refunds

If your refund hasn’t arrived after 7 business days, check your bank account, then contact your card provider. If you still need help, email info@trail-dna.com.

10. Contact Us

If you have any questions regarding returns or refunds, we’re here to help:

📧 info@trail-dna.com
🌐 trail-dna.com