1. General Return Eligibility
TREVANO accepts return requests for eligible products when the item is returned in unused, clean, complete, and resalable condition. Products should be returned with original packaging, tags, sleeves, manuals, inserts, accessories, and any included components.
Because our products are intended for outdoor use, picnic settings, carrying, storage, and contact with natural surfaces, all returned items must be free of dirt, sand, moisture, odor, stains, heavy wear, food residue, damage, or signs of extended use.
Return approval does not guarantee a refund if the item arrives in a condition that differs from the return request or fails inspection.
2. Return Request Process
Customers should contact TREVANO with the order number, product name, reason for return, delivery details, and clear photos when the issue relates to damage, defect, incorrect item, or missing parts.
After receiving the request, TREVANO may provide return instructions, ask for additional information, request product photos, or explain why the item may not qualify for return.
Items should not be shipped back without return approval. Unauthorized returns may be rejected, delayed, returned to the sender, or processed at TREVANO’s discretion.
3. Product Condition Requirements
Returned products must be carefully packaged so they are protected during transit. Customers are responsible for ensuring that items are not damaged while being returned.
- Blankets must be clean, dry, unwashed unless instructed, and free from stains, odors, hair, sand, soil, or outdoor debris.
- Flasks, cups, dining kits, and food-contact items must be unused, clean, and returned with all components and packaging.
- Straps, baskets, and carry goods must show no signs of field use, abrasion, heavy load wear, odor, staining, or structural damage.
- Utility clips and hardware-style accessories must not show scratching, bending, deformation, heavy abrasion, or altered surfaces.
4. Non-Returnable or Limited-Return Items
Some products may be ineligible for return due to hygiene, safety, product condition, customization, final sale status, or the nature of the item.
Items that have been used outdoors, washed, modified, damaged, contaminated, exposed to food residue, exposed to heavy moisture, or returned incomplete may be rejected. Personalized, clearance, final sale, promotional bundle, and gift card items may also be non-returnable unless otherwise required by applicable law.
5. Damaged, Defective, or Incorrect Items
If an item arrives damaged, defective, incorrect, or missing components, customers should contact TREVANO as soon as reasonably possible with clear photos of the product, packaging, shipping label, and the issue being reported.
TREVANO may review the evidence and determine whether to provide a replacement, refund, store credit, missing part shipment, return label, or other appropriate resolution.
Damage caused by ordinary wear, misuse, incorrect storage, improper cleaning, outdoor exposure beyond normal product use, accidental damage, or unauthorized modifications is not considered a product defect.
6. Refund Method and Timing
Approved refunds are generally issued to the original payment method used for the purchase. Refund processing time may vary depending on the payment provider, card issuer, bank, or platform handling the transaction.
Once TREVANO approves a refund, the customer may still need to wait for the payment provider to complete posting. TREVANO is not responsible for delays caused by banks, card networks, payment processors, or financial institutions.
7. Shipping Costs and Return Shipping
Original shipping charges are generally non-refundable unless the return is caused by a confirmed TREVANO error, defective item, or incorrect shipment. Customers may be responsible for return shipping unless TREVANO provides a prepaid return method.
If a return label is provided, the cost of return shipping may be deducted from the refund unless the return is due to our error or another approved exception.
8. Exchanges and Replacements
Exchanges may be available when replacement inventory exists. If the requested replacement is unavailable, TREVANO may offer a refund, store credit, alternative item, or other resolution at its discretion.
Exchange requests are subject to the same product condition requirements as returns. Products returned for exchange must be unused, clean, complete, and packaged appropriately.
9. Order Cancellations
Cancellation requests may be reviewed before an order is processed or shipped. If an order has already entered fulfillment, packed, shipped, or been transferred to a carrier, cancellation may no longer be available and the return process may apply instead.
TREVANO may cancel orders due to inventory issues, pricing errors, payment problems, shipping limitations, suspected fraud, incorrect customer information, or other operational concerns.
10. Abuse of Return Policy
TREVANO may refuse returns, limit future orders, or require additional review when return activity appears excessive, fraudulent, abusive, inconsistent with ordinary consumer use, or connected with repeated product misuse.
