We stand behind our gear. If your TrailWynd bottle is not what you expected, we will do our best to make it right with a clear and fair returns process.
30 day money back guarantee
If your TrailWynd bottle isn’t what you expected when it arrives, you can return it within 30 days of receiving your order.
To qualify for the 30 day money back guarantee:
- The bottle must be unused
- All original packaging and inserts must be included
- The product must be in resaleable condition
For approved returns within 30 days:
- We cover the return shipping cost
- We refund the full product price to your original payment method
- No long forms or hassle, just a quick email to start the process
To start a 30 day return, email support@trailwynd.com with your order details.
Change of mind returns after 30 days
If more than 30 days have passed but the bottle is still unused and in original condition, you may still be able to return it as a change of mind return.
For change of mind returns after 30 days:
- You are responsible for the return shipping cost
- The product must be unused, in original packaging and resaleable
- Once received and inspected, we will refund the product price
Exchanges
If you ordered the wrong colour or want to swap for a different TrailWynd bottle, we offer exchanges on unused items.
Exchanges are available:
- Within 30 days of receiving your order
- For bottles that are unused and in original packaging
For approved exchanges within 30 days, we will normally cover the cost of the return label.
You can also choose the fastest option:
- Return your original order for a refund, then place a new order for the item you want
Faulty, damaged or incorrect items
If your bottle arrives faulty, damaged in transit or not what you ordered, contact us as soon as possible so we can fix it.
When you email us, include:
- Your name and order number
- A brief description of the issue
- Clear photos of the product and packaging where possible
Once we confirm the issue, we will repair, replace or refund your bottle and cover any reasonable return shipping costs where required.
How to start a return
To start any return or exchange, email support@trailwynd.com with:
- Your full name and order number
- The product and colour you are returning
- The reason for the return or exchange
- Photos if the item is faulty or damaged
We will reply with the next steps and, if your return is approved, provide the return address and a return label where applicable.
Please do not send items back without contacting us first, as unapproved returns may not be accepted.
Refund timing
Once your return is received and inspected, we will email you to confirm whether your refund has been approved.
If approved:
- Refunds are usually processed within 5 to 10 business days
- The refund is issued to your original payment method
- Your bank or card provider may take additional time to display the funds
If it has been more than 15 business days since we confirmed your refund and you still cannot see it, contact us and we will help follow up with the payment provider.
Items that cannot be returned
We cannot accept returns for:
- Bottles that are used or clearly show signs of wear
- Items not returned in their original packaging
- Products damaged through misuse, neglect or incorrect use
- Any item marked as final sale at the time of purchase where this was clearly stated
This does not limit or replace your rights if an item is faulty under Australian consumer law.
Australian Consumer Law
Nothing in this policy is intended to exclude or limit your rights under Australian Consumer Law.
If your bottle has a major failure, you are entitled to choose a replacement or a refund. If the issue is minor, we will repair, replace or refund within a reasonable time.
If you believe your situation falls under these rights, contact us and we will work through it with you as quickly as possible.