Refund policy

Return Policy

At Trail Axis, we want you to feel complete confidence in the ergonomic balance, mechanical lock strength, and precision craftsmanship of our gear. Our return policy is structured in full accordance with the Australian Consumer Law (ACL). Due to abrasive outdoor ground contact, mechanical locking clamp wear, and strict equipment hygiene, please review our return conditions below carefully.

1. Return Window

Customers have the right to request a return within 30 days from the documented date of delivery. Return requests submitted after this 30-day period will not be accepted for change of mind.

2. Change of Mind Eligibility & Conditions

To qualify for a valid return and subsequent refund under our change-of-mind policy, your items must strictly adhere to the following criteria:

  • The trekking poles, compass, GPS protective case, or trail pack must be completely unworn on outdoor tracks, unused in the field, unwashed, and in its original, brand-new condition.
  • Testing & Field Contact Notice: Gear may only be visually inspected and test-fitted indoors on clean carpet or flooring. We strictly cannot accept trekking poles that have been walked with outdoors, displaying scratched carbide tips, mud, dirt, rock scuffs, sweat-stained EVA/cork hand grips, or scratched lock levers.
  • Navigation compasses and protective holsters must show zero liquid bezel bubbles from impact, screen scratches, or field grime.
  • Dyneema/nylon stuff sacks and bags must remain spotless, folded in original packaging, and completely free of trail dust, moisture, or camp odors.
  • All original packaging, branded hangtags, spare rubber road tips, mud baskets, snow baskets, and instruction guides must remain 100% complete and undamaged within the return parcel.
  • Items showing signs of outdoor trail use, bent shaft sections, stripped lock screws, or damaged retail cartons will be strictly rejected during our quality inspection.

3. Australian Consumer Law (ACL) Guarantee

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

4. Return Shipping Costs

For change-of-mind returns, the customer is responsible for paying all shipping costs associated with returning their items. Return shipping costs are non-refundable. Because composite poles and precision instruments require shock-resistant protection during transit, we recommend using a trackable shipping service and purchasing parcel transit insurance, as Trail Axis cannot guarantee receipt of returned items without tracking proof.

5. How to Initiate a Return

  1. Contact our customer concierge team at support@trailaxis.shop within 30 days of delivery. Please include your order number, gear model, and reason for return.
  2. Our support team will review your request and provide you with an authorized return warehouse address, an RMA number, and specialized protective repackaging instructions.
  3. Do not mail your items back to the address printed on the original shipping label or our corporate administrative address. Returns sent to unauthorized addresses cannot be processed.

Refund Policy

This Refund Policy details our procedures regarding order cancellations and the financial resolution of authorized returns.

1. Order Cancellations and Modifications

  • If you need to cancel or modify your order (such as changing a pole material, color, or delivery address), contact us immediately at support@trailaxis.shop.
  • We enforce a strict 1 - 2 hour cancellation window from the exact time of purchase.
  • Once this window has passed, your order is automatically transmitted to our automated fulfillment network and cannot be altered or canceled. If you no longer want the items, you will need to accept delivery and follow our standard Return Policy.

2. Inspection and Approval Process

Once your returned package arrives at our designated logistics facility, our technical outdoor hardware quality team will inspect each piece under bright lighting to verify compliance with our return conditions (scratch-free shafts, pristine cork/foam grips, unblemished carbide tips, complete basket accessories, and undamaged original packaging). Following inspection, we will send you an email notifying you whether your refund has been approved or rejected.

3. Refund Timing

If your return is approved, your refund will be processed immediately. The funds will automatically be credited back to your original payment method (e.g., Credit Card, PayPal) within 3 to 10 business days.

4. Delayed or Missing Refunds

If you have received an approval notice but have not seen the credit reflected in your account:

  • Check your bank account or credit card statement again.
  • Contact your bank or financial institution, as processing times vary before funds officially post.
  • If you have completed these steps and still have not received your refund, please contact us at support@trailaxis.shop for further assistance.