30-Day Return Window

Eligible Trailviora™ products may be returned within 30 calendar days after confirmed delivery.

To remain within the return period, please contact our customer support team before the 30-calendar-day period expires.

Return eligibility remains subject to the product condition and other requirements described in this policy.

Starting a Return Request

Before sending any product back, email: service@trailviora.com

Please include the following information:

• Your order number.
• The name or description of the product you wish to return.
• The reason for the return.
• Relevant photographs or videos where appropriate.
• For damaged, incomplete, or incorrect orders, photographs of the exterior packaging and shipping label where possible.

Customer support will review the request and, when approved, provide the appropriate return instructions.

Return Eligibility

Except where an item is damaged, defective, incorrect, incomplete, or otherwise protected by applicable law, an eligible preference-based return should generally meet the following conditions:

• The product is unused and in its original condition.
• The product is complete, unaltered, and not intentionally damaged.
• All original parts, accessories, components, inserts, manuals, storage bags, and included materials are returned with the product.
• Original protective packaging is included where reasonably possible.
• The product remains in a condition that allows reasonable inspection and resale.
• Proof of purchase or the applicable order number is available.

Opening the shipping package does not automatically make a product ineligible for return, provided the product otherwise remains unused, complete, undamaged, and eligible under this policy.

Outdoor Materials, Finish & Product Variations

Trailviora™ offers camping and outdoor products that may use fabric, metal, wood, plastic, coated surfaces, inflatable components, woven materials, hardware, and other functional outdoor materials.

Depending on the product and manufacturing batch, minor variations may occur in color tone, surface finish, texture, stitching, coating, dimensions, weight, packaging, or other production details.

If you decide that you do not prefer the color, scale, finish, feel, size, style, or general appearance of an otherwise conforming product, you may request an eligible return within the applicable 30-day period.

Unless there is a confirmed product or fulfillment issue attributable to us, this type of request will generally be treated as a preference-based return.

Return Address & Authorization

After your return request has been reviewed and approved, customer support will provide the appropriate return destination and return instructions.

Returns sent without authorization, to the registered business address, to an incorrect warehouse, or to another location not supplied by customer support may be delayed, rejected, lost, or otherwise unable to be processed.

Non-Returnable Items

Certain products may not qualify for preference-based returns because of customization, product condition, safety considerations, or other legitimate reasons.

• Customized or personalized products.
• Gift cards.
• Products clearly identified before purchase as Final Sale or non-returnable.
• Products materially altered, modified, misused, or damaged after delivery for reasons unrelated to an original product problem.
• Outdoor equipment returned with missing parts, hardware, poles, accessories, valves, straps, cables, storage bags, or other included components.
• Products returned in a condition that prevents reasonable inspection or resale.

Discounted or promotional products remain eligible under this policy unless they were clearly identified as Final Sale or non-returnable before purchase.

These limitations do not remove consumer rights that applicable law does not permit us to exclude.

Damaged, Defective, Incorrect, or Incomplete Orders

Please inspect your order reasonably soon after delivery.

If an item arrives damaged, defective, incomplete, incorrect, or materially different from its description, please contact us within 7 calendar days after delivery.

Include:

• Your order number.
• A clear description of the problem.
• Clear photographs or videos of the product and relevant issue.
• Photographs of the packaging and shipping label where appropriate.

After the issue has been reviewed and confirmed, we will provide an appropriate replacement, refund, reshipment, return solution, or other reasonable resolution at no additional cost for an error attributable to us.

Return Shipping Costs

Preference-based returns: If a return results from a change of mind, personal preference, style preference, size or appearance preference, incorrect customer selection, or another reason not attributable to Trailviora™, the customer is generally responsible for return shipping costs.

Confirmed problems attributable to us: If we confirm that an item was damaged, defective, incorrect, incomplete, or materially different because of an error attributable to us, we will provide an appropriate resolution without requiring the customer to bear additional costs caused by that error.

Original shipping charges are generally not refundable for preference-based returns.

If the return results from a confirmed error attributable to us, eligible original shipping charges will be addressed as part of the approved resolution.

Returning the Package

For preference-based returns, we recommend using a reliable, trackable shipping service.

Keep the shipping receipt and tracking number until the return has been received and completed.

Trailviora™ cannot guarantee receipt of a preference-based return that is sent without tracking or shipped to an address not provided by customer support.

The customer is generally responsible for a preference-based return parcel until it is received at the approved return destination.

Inspection & Refund Timing

After an approved return arrives at the designated return facility, the product may be inspected to confirm that the applicable return conditions have been satisfied.

Once the return has been received, inspected, and approved, Trailviora™ will initiate the eligible refund to the original payment method within 5–10 business days.

Your bank, card issuer, or payment provider may require additional time to post the credit after the refund has been issued by us.

Refund Method

Approved refunds are normally issued to the original payment method used for the order.

If the original payment method cannot accept the refund, customer support may work with the applicable payment provider to determine an appropriate alternative where reasonably available and permitted.

Depending on the circumstances, product value, shipping cost, and nature of the issue, Trailviora™ may determine that a refund or replacement can be provided without requiring the product to be returned.

This determination is made after customer support reviews the individual request.

Exchanges

Exchanges depend on current inventory, product configuration, color, size, and availability.

Because outdoor equipment can vary by production batch, minor differences in color tone, fabric, coating, stitching, texture, finish, dimensions, or other production details may occur between individual products.

If a direct exchange is unavailable, customer support may ask you to complete an approved return and place a new order for the desired product.

Order Cancellation

Cancellation requests should be submitted as soon as possible after an order is placed.

We will make reasonable efforts to cancel an order before fulfillment begins.

Cancellation cannot be guaranteed after processing, fulfillment, packing, shipment preparation, or dispatch has started.

Consumer Rights

This Return & Refund Policy explains Trailviora™'s standard return, exchange, cancellation, and refund procedures.

Nothing in this policy is intended to limit rights or remedies that cannot lawfully be excluded, restricted, or waived under applicable consumer-protection law.

Where applicable law provides a customer with additional mandatory rights, those rights continue to apply.