Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@lonetrail.co.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@lonetrail.co.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@lonetrail.co.
Return Policy
Return Window
We accept returns within 30 days of delivery. To be eligible for a return, items must be:
- Unused and in the same condition as received
- In original packaging with all tags attached
- Accompanied by proof of purchase
How to Initiate a Return
- Contact us at info@lonetrail.co with your order number
- We'll provide you with a return authorization and instructions
- Pack the item securely in its original packaging
- Ship the item to our return address (provided upon authorization)
Return Shipping Costs: Customers are not responsible for return shipping.
Inspection & Processing
Returns are inspected upon receipt. Once approved, refunds are processed within 5-10 business days.
Refund Policy
Refund Methods
Refunds are issued to the original payment method used at purchase:
- Credit/Debit Cards: 5-10 business days after processing
- PayPal: 3-5 business days after processing
- Other payment methods: Timing varies by provider
Refund Amount
You will receive a refund for the purchase price of returned items. Original shipping charges are non-refundable unless the return is due to our error or a defective product.
Partial Refunds
We may grant partial refunds in cases where items show obvious signs of use or are missing parts not due to our error.
Exchanges
We do not offer direct exchanges. If you need a different size, color, or item, please return the original item for a refund and place a new order.
Damaged or Defective Items
If you receive a damaged or defective item:
- Contact us within 7 days of delivery at info@lonetrail.co
- Include photos of the damage and your order number
- We'll provide a prepaid return label
- Choose between a full refund or replacement
Lost or Stolen Packages
We are not responsible for lost or stolen packages confirmed delivered to the address entered for an order. If your tracking shows the package was delivered but you haven't received it, please:
- Check with neighbors or building management
- Verify the shipping address on your order
- Contact the shipping carrier
- File a claim with the carrier if necessary
We're happy to assist with carrier claims, but we cannot offer refunds or replacements for packages marked as delivered.
Order Cancellations
Before Shipment
Orders can be cancelled free of charge before they ship. Contact us immediately at info@lonetrail.co
After Shipment
Once shipped, orders cannot be cancelled. You may refuse delivery or return the items following our standard return policy.