Returns and refunds

Free returns within 30 days

You can return any unused item within 30 days of delivery. Returns are free: we pay the return label inside Germany, Austria, the Netherlands and France.

How a return works

1. Email returns@trailhead.test with your order number and the items you want to return, or call +49 555 0142 00 on a weekday between 09:00 and 17:00 Berlin time.
2. We email you a prepaid return label within one working day.
3. Pack the items in their original box or a strong bag and drop the parcel at any parcel shop.
4. We check the parcel when it arrives and refund you within 5 working days.

What we accept

Shoes, packs, jackets, tents and poles can be returned if they are clean and in their original condition. Shoes with light signs of a test run are fine. Tents must be dry. Please keep the tags and the original packaging.

What we cannot take back

Gas canisters cannot be returned because they are dangerous goods. Socks cannot be returned once the pack is opened, for hygiene reasons. Anything damaged by misuse is excluded.

Exchanges

If a size does not fit, tell us in the same email. We send the new size as soon as the first parcel is on its way, at no cost to you. This is the quickest way to swap a size, because stock in popular sizes can sell out.

Refunds

Refunds go back to the way you paid. Invoice payments are refunded by bank transfer. Shipping you paid on the original order is refunded when you return the whole order.

Questions about a return? Write to returns@trailhead.test.