Refund Policy

Thank you for shopping at Trailven. We want you to be fully satisfied with your purchase. If you're not entirely happy with your order, we're here to help.

1. Right to Cancel (UK & EU Customers)

In accordance with the UK Consumer Contracts Regulations and EU Consumer Rights Directive, you have the right to cancel your purchase within 14 calendar days from the day you receive your goods, without giving any reason.

How to Cancel:

To exercise your right to cancel, please notify us in writing within the 14-day window via email at info@trailven.com. Your request must include:

Full name
Order number
Contact details
A clear statement of your intention to cancel

After notifying us, you must return the goods within 14 days. We will issue a full refund, including any basic delivery charges (if applicable), within 14 days of receiving the returned goods or valid proof of return.

2. Return Eligibility Conditions

To be eligible for a return:

Items must be unused, unworn, and in original packaging, with all tags intact.
Items must be returned within 30 days of delivery.
Certain items are non-returnable for hygiene or customisation reasons, including:
- Opened or used personal care products
- Custom-made or personalised items
- Final sale items (if clearly marked on the product page)

3. Return Shipping Costs

If your item is faulty, incorrect, or damaged, we will cover the return shipping costs.
For change-of-mind returns, the customer is responsible for return shipping.
All returns should be sent using a trackable and insured shipping method.

4. Refund Process

Once we receive and inspect the returned item(s), we will:

Notify you via email regarding the status of your return
If approved, process your refund within 5–7 business days
Refunds will be issued to your original method of payment

Please note: depending on your bank, it may take additional days for the refund to appear in your account.

5. Exchanges

If you would like to exchange an item (e.g. for a different size), please contact us before sending it back. Exchanges are subject to stock availability and must meet the same return conditions.

6. Contact Us

For any questions regarding returns or refunds, please contact our support team:

Email: info@trailven.com
Phone: +44 7706 175073
Returns Address:
Suite 10615
61 Bridge Street
Kington
United Kingdom
HR5 3DJ