Return & Refund policy

We hope you love what you've ordered! But just in case you're not 100% satisfied, we've made the return process super easy.

1. To be eligible for return or exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

2. How long do you have before making return or exchange?

You have a max of 30 days to make return or exchange. You must send back your package within 30 days after the purchase date. No returns made after 30 days from the purchase date will be accepted.

3. Do you have to pay for the return shipping?

Within 30 days for return or exchange by our products quality or mistaken delivery: We assume the full shipping fee and resend the new item to you.
Within 30 days for return or exchange not by our mistake: In such a case, no matter the return for exchange or refund, all the shipping fees are at your costs.
4. How to return or exchange?

Step 1:

Please email us at support@trek-assy.com or Call +8618465132508 to request the return or exchange.

Step 2:

After receiving your return or exchange request, we will send you the return or exchange instructions and return or exchange address via email. Please follow the instruction for return or exchange. We would be very grateful if you could provide us the photos of the returned item.

Mailing Address : 11010 Juniper Ave, Fontana, CA, 92337

Step 3:

After receiving your package, you will receive a refund within one week or have processed the exchange order. After processing the refund or exchange, we will send it to you via email. FYI: If your original payment method is a credit card, it will take longer (may take 7-15 business days, depending on which CC company) to process the bank's refund.

5. Refund rate and the bearer of shipping fees

Once your return is received and inspected, 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 certain amount of days.

If the goods are returned or exchanged due to the seller's reasons, such as sending the wrong goods, quality problems, etc., after confirming with the customer service, the items are not used and meet the requirements. The processing methods are as follows:

When returning
Refund amount: 100% of the actual payment amount
Return shipping fee: the seller bears

When replacing
Return shipping fee: the seller bears
Re-shipment freight: the seller bears

If you need to return the goods due to buyer reasons, such as repentance, inappropriate size, color, etc., after confirming with customer service, the items are not used and meet the requirements.

When returning
Refund amount: 100% of the actual payment amount
Return shipping cost: buyer bears

When replacing
Return shipping cost: buyer bears
Re-shipment freight: the buyer bears

There are certain situations where only partial refunds are granted (if applicable)

The product has obvious signs of use.

Any item is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery

6. Late or missing refunds (if applicable)

If you haven’t received a refund yet

Check your bank account again.
Contact your credit card company, it may take some time before your refund is officially posted.
Contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@trek-assy.com .

Attention:

1. Natural disasters, incorrect use, unauthorized repairs, artificial damages are not within the scope of warranty.

2. If you want us to fix the problems or replace a new one due to above mentioned conditions,please contact our customer service for further support

Note:

① All the parcels should be sent via the local post office. Scan the receipt to Trekassy after delivery. Trekassy reserves the right to make the final compensation by the amount written on the receipt and the market quotations of the post office service of different countries.Your understanding would be highly appreciated.

② Customer service is currently only available in our working hours (Mon.-Fri. 9:00 am-18:00 pm, GMT+8). We ensure you will get an answer within 24 working hours (Except weekend and national holidays).

So if you encounter issues during this period, please don’t worry, we will get back to you as soon as possible after we are back to the office.