At Paul Trails, we want you to be fully satisfied with your purchase. However, if you are not completely happy with your order, we offer the following return and refund policy to ensure that your experience is as smooth as possible.
By making a purchase on our website, you agree to the terms and conditions outlined in this policy.
1. Return Policy
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Eligibility for Returns: We only accept returns for products that are damaged, defective, or incorrectly shipped. If you receive a damaged or incorrect item, please notify us within 7 days of receiving the product.
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Condition of Items: Items must be unused, in the original condition, and in their original packaging to be eligible for a return. We cannot accept returns for items that have been used or altered in any way.
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Return Process: To initiate a return, please contact our customer service team at [email protected] the following information:
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Your order number
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A description of the issue (damaged, defective, or incorrect product)
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Photos of the product showing the damage or defect (if applicable)
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Once we receive your request, we will provide instructions on how to return the product. Return shipping costs are the responsibility of the customer unless the return is due to a mistake on our part ( incorrect or damaged product).
2. Refund Policy
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Refund Process: Once we have received and inspected the returned product, we will process a refund for the amount paid. Please note that we do not process refunds for products unless they are defective, damaged, or incorrectly shipped.
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Cash on Delivery: Since we only accept cash on delivery (COD) as a payment method, refunds will be processed in the form of a replacement product or store credit. We do not provide direct refunds to customers’ bank accounts or credit cards.
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Refund Timeline: Refunds or store credits will typically be processed within 7–10 business days after receiving the returned product.
3. Exchanges
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If you wish to exchange an item for a different size or product, please contact us at [email protected] within 7 days of receiving your order. We will assist you with the exchange process, subject to product availability.
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You will be responsible for the return shipping cost of the exchanged item. If the exchange is due to a defective or incorrect product, we will cover the return shipping.
4. Non-Returnable Items
The following items are not eligible for return or refund:
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Products that have been used, worn, or altered
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Products without the original packaging
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Products that are not defective or damaged upon arrival
5. Cancellations
Since our orders are processed quickly, cancellations are generally not possible once the order has been confirmed. If you wish to cancel an order, please contact us as soon as possible at [email protected] and we will do our best to accommodate your request if the order has not yet been shipped.
6. Contact Us
If you have any questions regarding our return and refund policy or need assistance with a return, please contact us at:
Paul Trails
Email: [email protected]