FAQ

Returns & Refunds & Exchanges

Returns Policy

At trekfit, we want you to be completely satisfied with your purchase, but we understand that sometimes things don't work out. If you need to return an item, please follow the steps outlined below to ensure a smooth and hassle-free return process.

Return Eligibility

To be eligible for a return, items must meet the following conditions:

  • Unused & Unworn: The item must be in the same condition you received it, with tags still attached and free from dog-hair. 
  • Original Packaging: The item must be returned with any original packaging and labels intact.
  • Within 14 Days: Returns must be initiated within 14 days of receiving your order.

How to Return Your Item

  1. Contact Us: The returns address is on the information card inside your parcel. If you are missing this, please contact us on our customer service email. Complete the card with your order number and reason for return. 

  2. Prepare Your Return: Package the item securely, ensuring it's in its original, unused condition with all tags attached.

  3. Return Shipping: Unfortunately, customers are responsible for the cost of return shipping. To ensure the safe delivery of your return, we require that you use a tracked shipping service. This helps us track the return and provides you with peace of mind knowing the item is safely on its way back to us. We cannot process returns for items lost in transit without tracking.

  4. Processing Your Refund: Once we receive your return and confirm that it meets all conditions, we will process your refund to the original payment method. Please allow 2-4 business days for your refund to be issued.

Exchanges

If you'd like to exchange an item for a different size, color, or style, we recommend initiating a return for the original item and placing a new order for the exchange. We unfortunately cannot accept swaps. 

Non-Returnable Items

Please note that sale or clearance items along with seconds products are not be eligible for return. Be sure to check the product details before purchasing.

Need Help?

If you have any questions or need assistance with your return, please don’t hesitate to contact our customer service teamor use our Live Chat function for immediate support.


Customs and Import Taxes Policy

At trekfit, we strive to provide a seamless shopping experience for our international customers. However, please note that if you are ordering from outside the UK, there may be additional customs duties, import taxes, or fees associated with your order.

Please be aware of the following:

  • Customs Taxes & Import Duties: Any customs taxes, import duties, or fees that may be incurred when your order arrives in your country are the responsibility of the customer. These charges are not included in the price of the items or shipping costs at checkout and must be paid directly to the customs authorities upon delivery.

  • Customs Policies Vary by Country: Customs regulations and policies differ from country to country, so we strongly recommend checking with your local customs office to understand any additional charges you may incur.

  • Non-Refundable Fees: Any customs duties, taxes, or other import fees are non-refundable. If you refuse to accept the package due to these fees, it will be returned to us, and the return shipping costs will be deducted from your refund.

We’re committed to making your shopping experience as straightforward as possible. If you have any questions or concerns regarding international shipping or customs charges, please don’t hesitate to contact us, and we’ll be happy to assist you.

Complaints Policy 

If you’re unhappy with any aspect of your order, please follow these steps:

Contact Us Directly:
Email our customer support team at trekfituk@outlook.com or use the Live Chat feature on our website. Provide us with your order number and a clear description of your complaint. The more details you can provide (photos, order details, etc.), the better we’ll be able to understand and resolve the issue.

  • Acknowledgment:
    We aim to acknowledge all complaints within 24-48 hours of receipt. If further investigation is required, we will let you know and provide a timeline for resolution.

  • Resolution:
    Once we’ve fully investigated the issue, we’ll work to resolve it in a way that is fair and satisfactory. Possible resolutions may include:

    • Refund: If the product is faulty, damaged, or not as described, we may offer a full or partial refund.
    • Replacement: In the case of defective items or wrong items being sent, we can provide a replacement at no extra cost.
    • Exchange: If the size or product is not suitable, we can offer an exchange or a store credit.
    • Additional Solutions: Depending on the nature of the complaint, we will offer alternative solutions or compensation as appropriate.