1. Right of Withdrawal

Customers purchasing from Trailkitpro within the European Union have the right to withdraw from their online purchase within 14 days of receiving the goods, without providing a reason, in accordance with applicable consumer protection legislation.

To exercise this right, customers must notify us by email at stash@trailkitpro.com within the withdrawal period.

After notifying us, customers must return the goods within a further 14 days to the return address provided below.

Returned goods should be handled with reasonable care. Customers may be responsible for any reduction in value resulting from handling beyond what is necessary to inspect the goods.

  1. Return Conditions and Return Address

For standard returns resulting from a change of mind, customers are responsible for the direct cost of return postage, provided this responsibility has been communicated before purchase.

Returned goods should include their original accessories and packaging where reasonably available. The condition of returned goods will be assessed in accordance with applicable consumer legislation.

European Return Address:

Address: Unit 2, 54 Baker Street, CARLINGFORD NSW 2118

Customers should contact our customer service team before sending a return so that the relevant return arrangements can be provided.

  1. Damaged, Defective or Incorrect Items

If an order arrives damaged, defective or different from the item ordered, customers should contact us at stash@trailkitpro.com after receiving the goods.

Please provide the following information:

Order number and purchase details.

A brief description of the issue.

Clear photographs showing the damaged, defective or incorrect item.

Our customer service team will review the submitted information and assess the appropriate resolution.

Where the issue is confirmed and the circumstances permit, customers may receive a refund or replacement without being required to return the affected item. Photographic evidence may be sufficient for this assessment.

Where a return is required under applicable consumer legislation, Trailkitpro will arrange the relevant return procedure and cover the applicable return costs.

  1. Refund Processing

Once a return has been received and assessed, approved refunds will generally be processed within 3–5 business days.

For valid withdrawal requests, refunds will be issued within the statutory timeframe. Where permitted by applicable law, reimbursement may be withheld until the returned goods have been received or the customer has provided evidence of having sent them back, whichever occurs first.

Refunds will normally include the original standard delivery charge. Additional charges for premium delivery services selected by the customer are not refundable to the extent permitted by applicable law.

Approved refunds will be issued to the original payment method used for the purchase.

The time required for the refunded amount to appear in the customer’s account may depend on the relevant card issuer or payment provider.

  1. Accepted Payment Methods and Refunds

Trailkitpro accepts the following payment methods for eligible orders:

Visa

Mastercard

American Express

Apple Pay

Google Pay

Supported electronic wallet payment methods

Refunds will be returned through the original payment method used at checkout. Customers should contact their card issuer or payment provider if an approved refund does not appear within the expected processing period.

  1. Non-Returnable Circumstances

The 14-day withdrawal right is subject to statutory exceptions under applicable consumer legislation.

A change-of-mind return may be refused where a statutory exception applies or where the customer has failed to exercise the withdrawal right within the prescribed period.

Nothing in this section restricts statutory remedies for goods that are faulty, damaged, incorrectly supplied or otherwise fail to meet applicable consumer guarantees.

  1. Shipping Delays and Lost Orders

Orders are generally processed within 1–3 business days and have an estimated delivery time of 5–9 business days after dispatch.

If an order exceeds the estimated delivery period, customers may contact us at stash@trailkitpro.com.

Trailkitpro will contact the relevant carrier to investigate the shipment. Following the investigation, an appropriate resolution may include a replacement shipment or a full refund, depending on the circumstances and applicable consumer rights.

  1. Australian and European Consumer Rights

Trailkitpro recognises the consumer rights applicable to purchases made through our website.

For European customers, this includes the statutory right of withdrawal and legal remedies for goods that do not conform to the purchase contract.

For Australian customers, statutory consumer guarantees under the Australian Consumer Law continue to apply.

Nothing in this policy excludes, restricts or modifies any consumer rights or remedies that cannot lawfully be excluded under applicable legislation.

  1. Contact Information

For return requests, refund enquiries or assistance with an order, please contact:

Company ACN: 677 614 256, ABN: 96677614256

Registered Name: RETAIL ASCA PTY LTD

Address: Unit 2, 54 Baker Street, CARLINGFORD NSW 2118

Phone: +61 422 112307

Email: stash@trailkitpro.com

Please include your order number in all return and refund enquiries to help us process your request.