At Eulalia Trek, we are committed to providing high-quality products to enhance your outdoor experiences. If for any reason you are not completely satisfied with your purchase, we offer a simple and straightforward return and refund process. Please read the following policy to understand how returns and refunds work:

1. Return Policy

We want you to be happy with your purchase. If you are not satisfied with your order, we offer a return option within 14 days from the date of delivery. To initiate a return, please ensure that:

  • The item is unused, unworn, and in its original packaging.
  • The item is returned in the same condition as it was received (unopened, undamaged, and unaltered).
  • You notify us within 14 days of receiving the product by contacting our customer support at [[email protected]] with your order number and reason for the return.

Non-returnable Items:

  • Products that have been used, worn, or damaged.
  • Items that are personalized or custom-made to your specifications.

2. Return Process

To return an item, follow these simple steps:

  1. Contact us at [[email protected]] to request a return. Please include your order number, the product you wish to return, and a brief reason for the return.
  2. Once we receive your request, we will send you detailed instructions on how to return the product.
  3. Ensure the item is securely packaged and returned to us within 14 days from receiving the return instructions.
  4. Please note, the return shipping costs are the responsibility of the customer, unless the product is defective or damaged upon receipt.

3. Refund Policy

Once we receive the returned item and confirm its condition, we will process your refund. The refund will be issued via cash. Please note the following:

  • Refunds will be processed within 7 business days after we receive the returned item.
  • You will be refunded the full amount of the product minus any shipping or handling fees.
  • If your return is approved and meets the conditions, we will notify you of the refund processing timeline.

4. Exchanges

We currently do not offer direct exchanges. If you wish to exchange an item for a different size, color, or style, you will need to return the original item following our return process and place a new order.

5. Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [[email protected]] with your order number and photos of the damage or defect. We will guide you through the process of returning the item for a full refund or replacement. Please contact us within 7 days of receiving the damaged or defective product.

6. Cancellation Policy

Once an order is confirmed, it cannot be canceled. If you wish to cancel, please notify us immediately via email, and we will do our best to assist. However, once an order is dispatched, it is subject to our return policy.

7. International Returns

For international orders, return shipping costs are the responsibility of the customer. We recommend using a reliable shipping service with tracking for returns. Please ensure the product is securely packaged to avoid damage during the return shipping process.

8. Contact Information

If you have any questions or need assistance with a return or refund, please contact our customer support team at [email protected].