Returns & Refunds

We want every piece of kit to earn its place in your pack. If something isn’t right, here’s exactly how returns and refunds work. Nothing on this page limits your statutory rights as a consumer.

30-day returns

  • You can ask to return an item within 30 days of delivery, for any reason.
  • Items should be unused, in their original condition and packaging, with all accessories and manuals.
  • Keep your order number (from your confirmation email or My account → Orders) as proof of purchase.

How to return an item

  1. Contact us first. Email shop@itemtrail.com with your order number, the item(s) you want to return and the reason. For damaged or faulty items, add a photo or short video.
  2. Get your return address. Our gear ships from partner warehouses, so the return address depends on the item. We reply within 2 business days with the address and instructions. Please don’t send items back without contacting us: parcels sent to the wrong address can’t be tracked or refunded.
  3. Send it back with a tracked service, and email us the tracking number.
  4. Get your refund. Once the return arrives and is checked, we refund you to your original payment method. See “Refunds” below for timings.

Damaged, faulty or wrong item

If your order arrives damaged, faulty, incomplete or isn’t what you ordered, we’ll send a replacement or give you a full refund, including shipping, at no cost to you. Usually you won’t need to send the item back. Please tell us within 7 days of delivery so we can file a claim with the carrier. If you report it later, you are still covered by your statutory warranty rights.

Lost or late parcels

If your tracking hasn’t updated for 10 days, or your order hasn’t arrived 15 business days after the latest estimated delivery date, contact us. We’ll chase the carrier and, if the parcel is lost, send a replacement or a full refund.

Return shipping costs

  • Change of mind: you pay the cost of sending the item back.
  • Damaged, faulty or wrong item: we pay, or you don’t need to return it at all.

Refunds

Refunds go back to the original payment method (card via Stripe, or PayPal). We process them within 14 days of receiving your return, or of receiving proof that you’ve sent it back, whichever is earlier. Your bank may take another 5–10 business days to show the money. We refund the original standard delivery cost when you return a whole order. We may reduce the refund if the item has been handled beyond what’s needed to check it (for example, used outdoors).

Items we can’t take back

Unless they’re faulty, we can’t accept returns of the following:

  • Hygiene items (for example, mouthpieces, hydration bladders or earplugs) once the seal has been opened.
  • Personalised or made-to-order products.
  • Gift cards.

Cancelling an order

Orders go to our suppliers quickly. To cancel or change an order, email us within 12 hours of placing it. If it hasn’t been sent to the supplier yet, we cancel it and refund you in full. If it has already shipped, you can return it as described above.

Customers in the EU, EEA and UK: right of withdrawal

As a consumer, you have the legal right to withdraw from your purchase within 14 days of receiving the goods, without giving a reason. (Our 30-day return window gives you longer than that.) For orders delivered in several parcels, the 14 days run from delivery of the last parcel.

To withdraw, send us a clear statement, for example by email to shop@itemtrail.com. You can use the model form below, but you don’t have to. You must send the goods back within 14 days of telling us you’re withdrawing, and you pay the direct cost of returning them. We refund all payments received, including standard delivery costs, within 14 days of receiving your statement. We use the same payment method you used, and you pay no fees for the refund. We may withhold the refund until we’ve received the goods back, or you’ve given proof that you’ve sent them, whichever happens first. You are only liable for any loss in value that comes from handling the goods beyond what’s needed to check their nature, characteristics and functioning.

You also have a legal guarantee of at least 2 years for goods that are faulty or not as described. This applies regardless of our voluntary return policy.

Model withdrawal form

To: itemtrail, postal address available on request by email, shop@itemtrail.com
I hereby give notice that I withdraw from my contract of sale of the following goods: [item(s)]
Ordered on [date] / received on [date]
Order number: [number]
Name: [your name]
Address: [your address]
Date: [date]

Questions?

Email shop@itemtrail.com. We reply within 2 business days. You can also read our Shipping & Delivery page, the Help & FAQ and the Terms of Use.