This store is operated by Tlabs, 60 rue François 1er, 75008 Paris, France (SIREN 944 754 522). Contact: contact@trekward.com · +33 2 59 50 88 61

Change of Mind Returns

We do not accept returns, exchanges or refunds if you:

• Change your mind or no longer want the product
• Find the product or a similar product at a lower price elsewhere
• Ordered the wrong size, colour, style or quantity
• Decide that the product does not suit your body shape, activity, climate or personal preferences
• Have already worn, used or washed the product outside of trying it on
• No longer have a use for the product
• Receive a product that functions correctly and matches its description

Please review all product descriptions, size charts, materials and care instructions carefully before placing your order.

Damaged, Faulty, Unsafe or Incorrect Items

Please inspect your order as soon as it is delivered.

If your product arrives damaged, is faulty, does not match its description, or you received the wrong item, please contact us as soon as reasonably possible.

Issues identified upon delivery should preferably be reported within 7 days so that we can promptly investigate the matter with the carrier and supplier. This preferred reporting period does not limit any rights available under the Australian Consumer Law.

Evidence Required

Before approving any repair, replacement, refund or other remedy, we may require sufficient information to identify, investigate and assess the reported issue.

Depending on the circumstances, you may be asked to provide:

• Your order number and contact details
• A detailed explanation of the issue and when it first occurred
• Clear photographs of the complete product and the affected area (e.g. stitching, zipper, fabric, sole)
• Photographs of the outer packaging and internal protective packaging
• Photographs showing any visible damage to the parcel or product
• A photograph of the shipping label
• A photograph of the product tag, label or size marking
• The size and variant you ordered versus the size and variant received, where relevant
• Any additional diagnostic information reasonably requested by us, our supplier or the manufacturer

Please do not dispose of the product, packaging, tags or labels while your claim is being assessed.

Failure to provide information reasonably required to assess your claim may delay the investigation. We may arrange further inspection before determining the appropriate remedy.

How to Submit a Claim

Email contact@trekward.com or use our contact form.

Please include your order number, a detailed description of the issue and all available photographic evidence.

We aim to respond within 24–48 hours. Please do not send the product to us, our supplier or any address displayed on the parcel unless you have received written return authorisation.

Care, Sizing and Normal Wear

Our products are made to be used outdoors and are subject to normal wear from regular use.

We are not responsible for faults, damage or performance issues caused by:

• Choosing the wrong size after reviewing our size chart
• Failure to follow the care and washing instructions supplied with the product
• Misuse, neglect or abnormal use
• Accidental damage
• Unauthorised alterations or repairs
• Normal wear and tear from ordinary use

Where relevant to the reported issue, we may request evidence of how the product was used and cared for.

Assessment and Remedies

Submitting a claim does not automatically entitle you to a refund. Each claim is assessed individually based on the evidence provided, the nature of the issue and the requirements of the Australian Consumer Law.

For a minor problem, we may choose to provide a repair, a replacement product or another appropriate remedy, as permitted by law.

For a major failure under the Australian Consumer Law, you may be entitled to choose between a replacement and a refund.

We are not required to provide a remedy where the issue was caused by misuse, incorrect sizing selected by the customer, accidental damage, unauthorised alteration, neglect or normal wear and tear, or where the customer was informed of the specific issue before purchasing the product.

Authorised Returns Only

Do not send a product to us, our supplier or any address displayed on the parcel without receiving written return authorisation.

Unauthorised returns may not be accepted or processed.

If a physical return is necessary, we will provide the approved instructions and return address after assessing your claim.

Responsibility for reasonable return costs will be determined in accordance with the Australian Consumer Law and the circumstances of the claim.

The product should be made available with all tags, accessories and packaging that are still reasonably available. However, original packaging is not required where the Australian Consumer Law provides a right to a remedy for a faulty product.

Refunds

Approved refunds are issued to the original payment method.

Once a refund has been processed, your bank, card provider or payment service may require additional business days before the amount appears in your account.

Shipping costs and other reasonable expenses will be handled in accordance with the Australian Consumer Law where the product is confirmed to be faulty, damaged or incorrectly supplied.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

Questions

Email contact@trekward.com, use our contact form, or call +33 2 59 50 88 61.

We aim to respond within 24–48 hours.

Customer service: Monday to Sunday, 9:00 am–6:00 pm.