Returns & Refunds

When creating a listing, the seller chooses either Returns accepted or No voluntary returns. The choice is shown on the listing page.

If the seller accepts returns:

• The buyer must request the return within 48 hours of tracked delivery.
• The buyer pays return shipping for a voluntary return.
• The return must be shipped with tracking.
• The item should be returned in materially the same condition in which it was received.
• If the buyer does not request the return within the 48-hour window, voluntary return eligibility expires.

This is a buyer-protection issue and is not governed by the seller's voluntary return setting. It applies whether or not the seller accepts returns.

Start by contacting the seller through Trail Closet messages. Most issues are resolved directly between buyer and seller.

We strongly encourage buyers to document the unopened package and record a continuous unboxing and opening video. Video is helpful evidence, but it is not the only evidence Trail Closet will consider. Evidence may include:

• Photos or video of the unopened package
• A continuous unboxing video
• Screenshots of the listing
• Messages with the seller
• Photos of defects or damage
• Carrier records

If buyer and seller cannot resolve the issue, the buyer may escalate it to Trail Closet support. If Trail Closet determines the item was materially not as described:

• The seller is responsible for applicable return-shipping costs.
• The buyer may be refunded according to Trail Closet policy.
• The seller's payout may remain on hold while the case is being resolved.

All shipments on Trail Closet must be trackable.

• When the seller purchased the label or shipping service, the seller is responsible for handling the carrier claim.
• Sellers are responsible for purchasing enough carrier insurance to cover the value of the item. Trail Closet does not automatically insure your package.
• If the item is not delivered, the seller must work with the carrier and with Trail Closet to resolve the transaction.

Resolution depends on carrier findings and Trail Closet's transaction-protection policy. Refund handling for undelivered shipments is finalized as part of our payment rules.