Returns

At Trailrunpets, we strive to ensure your satisfaction with our products. If you need to make a return, we are here to assist.

Eligibility for Returns
You have 30 days from the date of your order to return any standard product, provided it is in perfect condition, free from hair, odors, dirt, or signs of use. We cannot accept returns for custom-made items, as they are specifically tailored to your pet and cannot be resold. Similarly, items such as Hinge Splints, which are custom-made, are non-refundable.

Return Process
To initiate a return, please email us at info@trailrunpets.com. Be sure to include your order reference or invoice in the return package, as this is necessary to process your refund. Without this documentation, we may not be able to identify your return, resulting in a delay or inability to issue a refund.

Condition of Returned Products
All returned items must be in new, unused condition. If any product shows signs of wear, we reserve the right to reject the return or offer a partial refund (ranging from 0% to 50%), based on the condition of the item.

Hygiene Considerations
For hygiene reasons, we cannot accept products that have been clearly used by another pet. This is to ensure that all customers receive new and safe items for their pets.

Refunds
Once we receive and inspect your returned product, we will process your refund within 5-7 business days. The refund will be credited to your original payment method. If you paid via bank transfer or cash on delivery, please provide your IBAN and SWIFT/BIC to facilitate the refund process.

Return Shipping
Please send your return via postal mail or a courier service to our shipping facility. Before sending your return, please contact us at info@trailrunpets.com for the correct return address. Be sure to include the invoice and return reference in the package, and ensure that your name is clearly visible on the packaging to avoid any delays in processing.

Store Credit
In certain cases, we may offer store credit as a courtesy. This credit must be used within three months of issuance or it will expire.

Contact Information
If you have any questions about our return process or need assistance, please reach out to us at:
Email: info@trailrunpets.com
We look forward to helping you with your future purchases!