Return policy
Order Process
Every effort is made to ensure your order is processed and dispatched as soon as possible however please allow for a 1-2 day order processing period dependent on dispatch load.
Should we be unable to fill your order due to stock constraints we will contact you to arrange either an alternative product, a partial refund or full refund. Refunds will be processed within 7-14 days.
Delivery & Collections
We deliver via courier directly to your home or office, anywhere in USA. The package tracking number and carrier will be emailed to you when your order is dispatched. You can track the order directly with the carrier.
Every effort is made to effect delivery of your order timeously, however unforeseen circumstances may cause delays. Should we be faced with such an occurrence, we will contact you via email and provide a revised delivery schedule.
Please ensure the correct shipping address is provided from the outset as title and risk will pass to you once the order has left our premises.
Occasionally packages are returned to us as undeliverable. Should this event take place every attempt will be made to contact you to make arrangements for re-shipment, however, additional delivery charges may apply.
Should you require a collection and have met all requirements as outlined in our returns policy please contact us via email and ensure that you attach a completed returns form.
Returns
Consumer cooling off period
Thank you for shopping at Trailrom.
If you are unhappy with your purchase for any reason (other than if it is defective) and wish to return it, you may do so within 7 (seven) days of the date that they are delivered to you or collected by you.
Our products can be returned within 7 (seven) days after receiving the delivery. A new product may be exchanged for another product or returned for a refund.
To be eligible for a return, please make sure that:
- The product was received in the last 7 days
- The product is in its original packaging
- You have the invoice & have completed the returns form
- The product isn’t used or damaged
- All swing tags & labels are intact.
Products that do not meet these criteria will not be considered for return. If all of the above criteria are met the customer is only liable for the delivery costs of the return. For hygiene reasons we do not accept return of underwear.
If you are returning goods via courier, you will need to complete the returns form and ensure all required fields have been completed. This needs to be emailed to [email protected] in order for us to log your return. You must also pack the goods into the original packaging. If you are returning goods that are not defective via courier, you will be charged a collection fee.
Returns of sale or promotional items will not be accepted.
We are unable to arrange courier collection for outlying/rural areas. Should you wish to return goods from these areas for any reason you will need to contact us for alternative shipping methods to be arranged.
Should you wish to exchange an item due to the incorrect size being ordered all product and courier costs must be paid in full before a collection is booked for the unwanted goods.
Should you wish to return goods which were correctly supplied as per your order the courier costs may be deducted from your refund.
Defective Goods Policy
If goods are faulty or defective you may return them within 3 (three) months from the date of purchase, provided that the goods have been used for their intended purpose and they have been cared for according to any instructions that accompanied the goods. Please complete the returns authorization form, in order to obtain an authorization code you will need to contact
We require an assessment to be completed by us or the goods returned to the relevant supplier for further investigation before a decision is made. Licensed suppliers reserve the right to analyse defects to determine if they are legitimate manufacturing defects or the result of product misuse. If, after we have assessed the goods, we find that the goods are defective or that there are quality issues, we will and either repair the goods, replace the goods or refund you the value of the goods in the same way that you paid for the goods. If we discover in our assessment that you have not adhered to the use and care instructions of the goods, or that the goods are not defective or not affected by quality issues, we will refuse your refund and you will be liable for all courier fees incurred.
Incorrect items delivered
Should we accidentally deliver the wrong goods to you, or if the goods are not as described on the website, or the goods are missing any pieces:
- Please do not remove any of the stickers or labels, or remove the goods from its original packaging
- Notify us as immediately and we will arrange for the collection of the goods. You can then choose if we should deliver the correct goods to you (if available) or issue you with a refund (using the same method of payment you originally used for the purchase). Should you wish for us to deliver the correct goods to you these will only be dispatched once we have received the incorrectly supplied goods.
Refunds
All refunds will be processed using the same method of payment as the original sale. Depending on the payment type used for your transaction refunds may take 7-14 days to process.
Please print and enclose this form with your return parcel or email to