RETURNS & REFUNDS

We want you to love the gear you buy from ReTrail. If something isn’t right, here’s how our returns process works.

 

RETURN WINDOW

You can request a return within 14 days of receiving your order.

Please contact us before returning an item so we can arrange the return correctly.

 

CONDITION OF RETURNED ITEMS

Returned items must be sent back in the same condition they were received, including any tags, labels, accessories, or included items where applicable.

We reserve the right to reduce or refuse a refund if an item is returned damaged, used beyond reasonable inspection, altered, missing parts, or in a different condition to when it was sent.

 

CUSTOMER RESPONSIBILITY RETURNS

The customer is responsible for return postage costs where the return is due to:

• Size or fit issues  

• Change of mind  

• Ordering the wrong item  

• Preference changes  

• No longer wanting the item

 

We do not normally provide prepaid return labels for these types of returns.

 

RETRAIL RESPONSIBILITY RETURNS

If an item:

• Arrives damaged  

• Is significantly not as described  

• Has an undisclosed fault  

• Has been incorrectly listed by us  

• Is the wrong item sent

ReTrail will cover reasonable return postage costs.

Customers may be asked to provide proof of postage or a postage receipt so return costs can be reimbursed.

 

REFUND PROCESS

Refunds are processed after the item has been received and inspected.

Once approved, refunds will normally be processed within 5 working days back to the original payment method.

Where ReTrail covers return postage, reimbursement will be processed after the item has been received and checked.

SECOND-HAND ITEM NOTICE

Most items sold by ReTrail are pre-loved / second-hand outdoor gear.

Please carefully read descriptions, condition grades, measurements, repair notes, and review all photographs before purchasing.

Normal signs of use, age, wear, previous repairs, marks, cosmetic imperfections, or condition points clearly shown or described do not qualify as faults.

If you have any questions before purchasing, please get in touch — we’re always happy to help.