Refund policy

While we make every effort to provide good-quality products to our community, sometimes things go wrong. When they do, we want to make things right. Please contact us before reaching out to the cyber community to give us a chance to fix it. We are a small online business doing our best.

Time is of the essence. Returns can only be initiated within 30 days of delivery date as recorded by the delivery company, and refunds will be granted as long as the refundable item is received by us within 30 days of the RMA delivery date or if we expressly grant a written waiver. Any order not falling within these timeframes cannot be returned, exchanged, or refunded. See the Shipping section below for details about shipping fees.

See the Damages and Issues section below if your product arrived in less-than-ideal condition, and we will work to get you a replacement. In order to be eligible for a refund, we must have proof of the purchase completion (i.e., successful payment and delivery confirmed by the shipping carrier).

To initiate a return or exchange, please email info@twistedtraillife.com to receive further instructions; you can expedite the process by providing photo(s) telling your story. Please give us a 1-3 days to respond. If your return case is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Unfortunately, items sent back to us without first requesting a return cannot be accepted. If a replacement is approved, we will send instructions on what is required of the original product.

Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item or an item is missing, so that we can evaluate the issue and make it right. Items damaged during shipping may be replaced, not refunded. This determination will be made on a case-by-case basis. If a replacement is approved, we will send instructions on what is required of the original product. Depending on where you live and the conditions of the season, the time it may take for your exchanged product to reach you may vary.

Exceptions / Non-returnable Items
Due to their personal or perishable nature, certain types of items cannot be returned, like spoilable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and certain personal care goods (such as beauty products). However, some of these items may be replaceable, depending on the case. Please get in touch if you have questions or concerns about your specific item. Also, sale items, closeout items, gift cards, and digital products cannot be returned or exchanged. Those sales are final. And if an item’s description specifically states that it is not returnable, then its sale is final and cannot be exchanged or refunded.

Shipping Fees
If you are returning an item for any reason other than our mistake or a mistake the shipping carrier made, shipping fees are nonrefundable, and your refund will have the cost of shipping deducted from it. In the event that we are replacing or exchanging a product, we reserve the right to choose the shipping method and timeframe for the new item.

Refunds
Once we receive and inspect your return, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a reasonable processing time (generally 1-3 days). Please remember it can take some time for your bank or credit card company to process and post the refund too, and that process is beyond our control.

• Late or Missing Refunds: Check your bank account or credit card company regularly to verify receipt of the refunded funds. If you haven’t received your refund within 10 days of refund approval, please contact us at info@twistedtraillife.com.