Return & Refund Policy

Customer Satisfaction Is Our Main Priority

We take pride in our products and our reputation for providing high-quality and dependable equipment. So we want you to be 100% happy with your purchase. We feel confident you’ll love your TrailSurvivor products but if you’re not satisfied for any reason please contact our very friendly and helpful customer service team. 

30 Day Money Back Guarantee

All products purchased through TrailSurvivor are covered by our 30 day money back guarantee. If for any reason, you would like to return your purchase you have up to 30 days from the moment you receive the order to initiate the return process for a full refund, including the cost of shipping. 

Returning Something To Us?

If you would like to return your purchase please email us at sales@trailsurvivor.com.au for a return authorisation. Please provide us with the name used for the order, order number and the reason for your return (Any reason is acceptable we just want to know how we can do better next time).

After authorising the return, we will send you a pre-paid, pre-addressed parcel, you simply have to pop the products in there and send it back to us.

Refund Policy

To be eligible for a full refund you need to contact us within 30 days of receiving your order and return the item in its original condition. TrailSurvivor will only accept items that have not been damaged or soiled.

Refunds will only be issued to the Credit Card or PayPal account used to purchase the original item. We endeavour to process the refund within 7 business days.

Damaged and Defective Goods

We stand by the quality of our products. Each TrailSurvivor order is inspected and hand packed at our Australia facility. If you believe you received a damaged or defective product please contact us at: sales@trailsurvivor.com.au. If an item is found to be defective or not of reasonable quality we will happily send you a replacement product. 

Order Cancellation

If you need to cancel your order, please get in touch with us. Only orders which haven’t been shipped from our warehouse can be cancelled. Once the products have left our premises, it will not be possible to cancel the order. 

Undeliverable Orders

If the order can't reach the specified address and it is returned to us by the courier, a second shipment can be arranged. The shipment expenses for the new shipment will be paid by the client.