Refund policy

Return & Refund Policy

Thank you for shopping with us! Because our products are custom-printed and made to order just for you, we handle returns and refunds differently than traditional retail stores. Please read our policy below carefully before making a purchase.

  1. Damaged, Defective, or Wrong Items (Free Replacement) We want you to love your order! If your item arrives damaged, defective, has a printing error, or is the wrong item/size compared to what you ordered, please contact us within 30 days of delivery.

To help us resolve this quickly for you, please email us at khanh.nguyen@exotrails.com with:

  • Your Order Number

  • A clear photo/video showing the issue (the defect, print error, or the size tag if it's a sizing error).

Once verified, we will arrange a 100% free replacement or a full refund immediately. You do not need to ship the defective item back to us.

  1. Size Exchanges & "Change of Mind" Policy Since every item is custom-printed on demand, we cannot accept returns or exchanges if you order the wrong size, color, or simply change your mind.

Before placing an order, please review our size charts provided on each product page carefully to ensure a perfect fit.

  1. Incorrect Shipping Address / Unclaimed Packages

  • If an order is lost or returned to sender due to an incorrect shipping address provided by the customer, or because the package went unclaimed, the customer will be responsible for the cost of re-shipping.

  • We do not issue refunds for packages that are marked as "Delivered" by the carrier.

  1. European Union 14-Day Cooling-Off Period Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.

To be eligible for an EU return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. Please contact us first at khanh.nguyen@exotrails.com before shipping any items back. (Note: Return shipping costs for EU cooling-off returns are the responsibility of the customer.)

  1. Refunds Processing If a refund is approved (due to product defects), it will be processed automatically to your original payment method within 5-10 business days. Please note that your bank or credit card company may take additional time to process and post the refund.

If more than 15 business days have passed since we approved your refund, please contact us at khanh.nguyen@exotrails.com.