Returns and refunds
This Refund Policy is applicable to purchases made from The Trail Collective Online Store at www.thetrailcollective.com.au.
If the product is damaged or not working properly what can I do?
If the item is faulty, The Trail Collective team will contact you to arrange the best solution.
The product isn’t the same as what was shown on the website. What do I do?
In rare circumstances, product descriptions may be slightly inaccurate due to new models being released or features being added or removed. If you receive a product from us that is not as described on the website, we will gladly accept your return.
Can I cancel my order?
As long as the product has not been sent for picking and packing in the warehouse you can cancel your order. Please contact us as soon as possible if you wish to cancel. If the item has left our warehouse please wait for the item to arrive before organising a return.
It’s past 14 days and the product doesn’t work properly. What do I do?
Depending on the product you have purchased and the fault. You will need to first pay for postage of the item to be sent back to us and from there we oversee the return claim. We will work with you in good faith to come to an satisfactory agreement.
The return process
If you would like to lodge a return please follow the return process below.
Under the Competition and Consumer Act 2010 and under other consumer laws applying in each State and Territory, you have the right to have goods replaced, repaired or to receive a refund where:
- the goods are faulty
- the goods are wrongly described
- the goods are different from a sample shown to you
- the goods do not do what they are supposed to do
We will not refund an item if you simply change your mind
These consumer guarantees are implied into all consumer contracts and cannot be excluded, restricted or modified. These are in addition to any voluntary warranties offered by a manufacturer. Any shipping costs to return the original product to us will be at your cost, where we consider the goods to have breached a consumer guarantee.
Upon examination of goods returned to us we find that the goods not to be in breach of the consumer guarantees, we may charge you a fee for examining the goods, and any cost to return the goods to you. Please note that goods must be returned within a reasonable period and you may be asked to demonstrate that the problem with the goods was not your fault.
Consumer Guarantees do not apply where in our reasonable opinion the goods became unacceptable due to fair wear and tear, or by a customer’s misuse, failure to use the goods in accordance with manufacturer’s instructions, or failure to take reasonable care.
This refund policy is not intended to exclude or limit any rights which you may have under the Competition and Consumer Act 2010 (Cth) or equivalent State or Territory laws.
Items must be returned unworn, unwashed, undamaged, unused, and with all original tags attached
If you wish to return any item(s) you have purchased from The Trail Collective’s Online Store for refund or exchange, please follow those simple steps:
Before you request a return, check our Returns Policy Requirements above
You can request the return of the purchased item within 14 days (inclusive) from the trackable date of delivery and
The item must be in original, unworn, unused state and saleable condition:
- in the original unopened packaging (plastic bag) and
- with all original tags and labels still attached
If you are not able to comply with these requirements, The Trail Collective reserves the right to refuse a refund of that item.
If your item(s) meeting the above requirements, please
Send us an email to firstname.lastname@example.org with the following information:
- The product details you wish to return including product photo/s of the fault/s
- Your reason to return
Pack the item carefully and send via post to the following address:
The Trail Collective
#XXXXX (your order number here)
The Trail Collective
PO BOX 447
Return postage costs will be at your expense.
You must return the item as soon as possible. If nothing is received within ten (10) business days of requesting the return, the return case will be closed and no refund will be issued.
Shipping and Delivery Policy
We want each order to reach you as quickly as possible
So that you know what to expect, we provide some general guidelines here, though the timing of delivery of your order may be slightly different to that outlined below.
We currently use Australia Post to deliver your parcel safely and quickly. If safe drop os chosen we cannot be held liable for lost consignments by Australia Post.
If no one is home
If no one is home at the time, usually the driver will contact you to confirm the alternative delivery address or will leave a note for you so the parcel can be pickup by you from the nearest Post Office. Please leave your best contact phone number so the driver can confirm delivery time if applicable.
Delivery times usually take between 1-8 working days for Australian deliveries and sometimes longer for remote areas.
These delivery times relate only to business days, Monday to Friday, and exclude weekends and Australian public holidays. As a general rule, Adelaide Metro deliveries are usually 1 working day (overnight service), Canberra, Sydney, Brisbane and Melbourne around 2-3 working days, Perth and Darwin around 4-5 working days and rural deliveries can be around 8 working days. Whilst we make every effort to deliver by the estimated timeframe, all dates specified are estimates only. We have aligned ourselves with transport partners who we believe will always do their best to deliver products by the estimated delivery date. We can’t be held liable for loss or damage resulting from late delivery but we will do our best to help you in these circumstances.
We usually notify you of the status of your order within 24hrs (next business day) to let you know how your order is progressing, or when it has been shipped. In cases where we have run out of a particular item, we will contact you by email or phone as soon as possible to discuss your order if we cannot dispatch the item to you within 7 days. Your order will be sent via Australia Post and we’ll provide an estimated arrival date so you know approximately when to expect it. There are rare occasions where external factors completely outside of the control of our delivery partners can delay a parcel, despite their best endeavours, so we do ask for your patience and cooperation in these circumstances.
Please Contact Us if you have any concerns.
The Trail Collective Pty Ltd