Refund policy

30-day returns and exchanges

We accept returns and exchanges requested within 30 days after you receive your order. Products must be in new condition.

How to request a return or exchange

Email service@trailnivo.com within the 30-day period. Include your order number, the item you wish to return or exchange, and the reason for your request. If an item is incorrect, damaged or defective, include details and photographs so we can help resolve the issue.

Contact us for return instructions and the correct return address before sending a parcel. Our Hong Kong registered office is not a return address.

Return and exchange shipping costs

If the return or exchange is required because of a mistake or problem for which Trailnivo is responsible, Trailnivo will cover the return shipping and any replacement-item shipping. This includes an incorrect item sent by us or a product problem for which we are responsible. Please contact us before paying for or arranging a return shipment.

For a return or exchange for another reason, contact us before sending the item to confirm the arrangements and any applicable shipping costs. We do not state that all returns are free.

Assessment and refunds

We will assess a returned item after receipt and communicate the outcome and any refund or exchange arrangements to you. If you have a question about a return or refund, contact service@trailnivo.com.

Your statutory rights

This policy does not limit consumer rights that apply under applicable law.