Refund policy

Trekaline Store Return & Refund Policy

Section 1 - Our 14-Day Return Window

We have a 14-day return policy. This means you have 14 days after your item is delivered to request a return.

Section 2 - Return Eligibility (Condition of Gear)

To be eligible for a return, your item must be in the exact condition that you received it. Because of the nature of outdoor gear, we enforce strict condition requirements:

  • Unused & Unworn: Items must show absolutely no signs of outdoor use, wear, dirt, or odors (e.g., campfire smoke).

  • Original Packaging: Items must be in their original, undamaged packaging with all original tags, manuals, and accessories attached.

Section 3 - Convenience Returns (Change of Mind)

We understand that sometimes you simply change your mind. For change-of-mind returns:

  • Original shipping fees are non-refundable. The fee you paid to receive the item will not be refunded.

  • Return shipping is at your cost. You can send the item back using your own courier, or we can arrange collection from your delivery address and deduct AED 30 from your refund.

Section 4 - Damaged in Transit or Incorrect Items

Please inspect your order upon delivery. If an item (especially oversized gear) arrives damaged in transit, or you received the wrong item, contact us at support@trekaline.com with photos within 48 hours of delivery. We will cover any return shipping costs and arrange a replacement or refund. For faults that appear during use, see Section 9.

Section 5 - Exceptions & Non-Returnable Items

For safety, hygiene, and logistical reasons, certain types of outdoor items cannot be returned:

  • Consumables & Hazardous Materials: Camping food, perishable goods, flammable liquids, and gas canisters/fuel.

  • Personal Care: Sunscreen, insect repellent, and first-aid items.

  • Custom and Final Sale Items: Custom orders, personalized items, gift cards, and items marked as "Final Sale" cannot be returned.

Section 6 - How to Start a Return

  1. Email us at support@trekaline.com with your order number, the reason for your return, and current pictures of the product. These pictures allow us to inspect the condition and validate your return request.

  2. We will then send you instructions for sending the item back or preparing it for collection at your delivery address. For damaged or incorrect items, we provide the return label at no cost.

Section 7 - Exchanges

The fastest way to ensure you get the new item you want is to return the item you currently have. Once your return is accepted and processed, you can make a separate purchase for the new item. In addition to this, you can always contact our team at support@trekaline.com, and we will be happy to help you update your order directly.

Section 8 - Refunds

We will notify you once we have received and inspected your returned gear to let you know if the refund was approved.

If approved, you will be automatically refunded on your original payment method within 10 business days. Please remember it can take additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return and you have not received your funds, please contact us at support@trekaline.com.

Section 9 - Manufacturer Warranty

Some products sold on our store are covered by a manufacturer's warranty and some are not. Warranty coverage depends on the brand and the product. If you would like to know whether a specific item is covered, contact us at support@trekaline.com before purchasing and we will check with the brand.

Where a warranty applies, the brand decides the coverage, duration and outcome (repair, replacement or refund). Trekaline is not the manufacturer, but we will manage the claim with the brand or its UAE distributor on your behalf.

How to claim: Email support@trekaline.com with your order number, photos or video of the issue, and a short description. We will respond within 2 business days and keep you updated until the claim is resolved.

Costs: Any charges not covered by the brand are the customer's responsibility. These include shipping or transport to and from the brand's service centre, spare parts, consumables, and inspection fees for items found to be out of warranty or not faulty. We will inform you of expected charges and get your approval before any cost is incurred.

Exclusions: Warranties do not cover normal wear and tear, misuse, accidental damage, improper care or storage, unauthorised repairs or modifications, or commercial or rental use.