Returns & Refunds

At TrailBorn, we build kit to be used, not babied. If something isn’t right, our returns process is straightforward.

How to start a return

Email support@trailborn.com within 30 days of receiving your order. We’ll reply with instructions and a return authorisation.

Return conditions

• Items must be unused, unwashed, and in original packaging, with all tags/labels attached.
• Socks/underlayers must be tried on over clean feet/underwear only—any signs of wear void the return.
• The return must be shipped within 14 days of approval.
• Return postage (and any customs charges for international returns) is the customer’s responsibility, unless the item is faulty or we made a mistake.
• Keep your proof of postage.

Exchanges

Need a different size/colour? Request an exchange when you contact us. We’ll hold the replacement for 7 days after issuing your return authorisation. Once your original item is received and checked in, we’ll ship the exchange. If the item is out of stock, we’ll process a refund instead.

Refunds

Once your return is received and inspected, we’ll process the refund to your original payment method within 5–10 working days.

• Original shipping fees aren’t refundable.
• If the item shows wear, damage, or missing tags/packaging, we may issue a partial refund or decline the return.

What can’t be returned

• Final sale/clearance items (clearly marked on the product page).
• Gift cards.
• Custom or personalised items (if we ever offer them).
• Items returned without prior authorisation.

Faulty or incorrect items

If you received a faulty or incorrect item, email support@trailborn.com with your order number and photos within 7 days of delivery. We’ll sort it—refund, repair, or replace—at our cost.

Cancellations & order changes

We move fast. Orders can’t be modified once confirmed.

• To cancel, contact us within 24 hours. If the order hasn’t shipped, we’ll cancel it minus a £5 handling fee.
• If it’s already shipped, please follow the returns process.

Uncollected or refused parcels

Parcels returned to us due to non-collection or refusal will be refunded minus £10 to cover outbound shipping and restocking (international returns may incur higher carrier charges).

Lost, damaged, or missing deliveries

If your parcel is delayed, damaged, or missing, contact support@trailborn.com with your tracking number.

• If tracking shows delivered but not received, we’ll help investigate with the carrier, but replacements in these cases are discretionary. Consider selecting a tracked/signed service at checkout.

Warranty (manufacturing defects)

We stand behind our build quality. 6-month warranty against manufacturing defects from delivery date. This doesn’t cover wear and tear, abrasion, improper care, or damage from misuse. For claims, email support@trailborn.com with photos and your order number.

Returns address

Use the address provided in your return authorisation email (or returns portal). Unauthorized returns may be refused.

International duties & taxes

Orders shipped outside your region may incur customs duties/taxes set by local authorities—these are the customer’s responsibility. Any such fees on returns are non-refundable by TrailBorn.

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For anything else, email support@trailborn.com. We’ll keep it simple and get you sorted.

Nothing in this policy affects your statutory rights.