I Got Your Trails reserves the right to update the rules when necessary, and the updated version will be published on www.igotyourtrails.com with immediate effect. If you refuse to accept the policy, you are deemed to have waived the use of the services provided by I Got Your Trails immediately. All buyers or suppliers are deemed to accept the rules if they are using the services provided by I Got Your Trails. Suppliers would publish their own Return & Refund Policy on the product detail page. I Got Your Trails policy shall prevail in case of conflict with the supplier's policy.
For after-sales issues, buyers should file a return & refund request within 10 Days of the delivery date (except several suppliers whose after-sales period was agreed by I Got Your Trails ). The period of Return & Refund request filed exceeds, the supplier reserves the right not to provide any after-sales service after that time.
Before an order is shipped out, the buyer has the right to apply to cancel the order by reaching us at igotyourtrails.com/contact-us. Please note some supplier policies do not accept order cancellations before the order is shipped out. The supplier should agree or reject the cancellation request within 10 business days.
If the supplier cannot fulfill the buyer's order within the order processing time indicated on I Got Your Trails products page, under the condition, but not limited to no stock or other conditions, the supplier has the right to cancel and refund the order.
If the buyer receives goods damaged or broken and applies for a refund with compelling evidence, and the goods need to be returned, the supplier has the responsibility to offer the buyer a prepaid return label within 10 business days to return damaged/broken goods. The supplier should refund the buyer when the return shows as in transit on the logistic website with the supplier's provided prepaid return label.
I Got Your Trails shall not require supplier to accept after-sale request for "non-defective remorse returns", supplier has the right to accept or reject the request as his policy shown as on the I Got Your Trails product page. I Got Your Trails will abide by the supplier's policy under this condition.
If supplier accepts the after-sale request for the reason type of "non-defective remorse returns" and require to deduct a "restocking & repacking fee", under I Got Your Trails policy restriction, the "restocking & repacking fee" in total supplier deducted shall not exceed 35% of order total price.
I Got Your Trails shall not require suppliers on warranty, like whether to provide warranty or not, or the way of warranty handling with.
I Got Your Trails shall restrict with the refund time and re-delivery time under the condition, included but not limited to order should refund based on supplier's policy or I Got Your Trails policy, agrees on refund or re-delivery between supplier and buyer or others, supplier must refund not more than 10 business days, or re-delivery not more than 10 business days.
Once the buyer submits the after-sales request, the buyer needs to provide evidence (as the clause states below) to the supplier or I Got Your Trails. If the buyer cannot provide compelling evidence within the order after-sales period policy indicated, the supplier and or I Got Your Trails has the right to reject the return and refund request.
Whether the evidence is compelling or not will ultimately be determined by I Got Your Trails.
Under Various Circumstances:
The buyer has the right to apply for a full refund for the order that was not shipped out within the stated processing time (subject to the estimated processing time displayed on the order page).
Return & Refund Type | I Got Your Trails Rules | |||
For Non-shipped Orders | The Return & Refund request is made after the stated processing time. | I Got Your Trails will refund the order. | ||
The Return & Refund request is made within the stated processing time. | The supplier has 10 business days to process the request after the buyer submits it. If the supplier fails to process (accept or reject) the refund request within 10 business days, I Got Your Trails will refund the order Please note: Although the order is still within the stated processing time, any refund request needs to be processed within the time listed above. | |||
For Shipped Orders | The Return & Refund request is made after the order has shipped. | The supplier has 10 business days to process the request after the buyer submits it. If the supplier fails to process (accept or reject) the refund request within 10 business days. I Got Your Trails will refund the order. | ||
If the package is sent back to the supplier during transit for any reason, and the buyer applies for a refund, the supplier should refund within 10 business days of the refund request. Under the same cases, if the buyer requests re-delivery, the supplier should begin re-delivery within 10 business days of the request date.
If the package/goods are destroyed in transit, and buyer has proof from the logistics website such as but not limited to a screenshot from the logistics website that the order was destroyed, the supplier should refund the order within 10 business days of buyer's refund request, or re-delivery within 10 business days of the request.
If the buyer puts wrong receipt information on an order, the buyer should contact the supplier via "Contact Seller" or contact I Got Your Trails customer service (igotyourtrails.com/contact-us) to request the supplier update the order with the correct receipt information
Please note the receipt information correction or order cancellation are not guaranteed.
If the order has already shipped out, it is the buyer's responsibility to contact the logistics company with the correct information.
If the goods have been delivered to the wrong receipt, the buyer can attempt to send back the products at his/her own expense. If the goods are returned in good condition, the supplier shall refund the order within 10 business days of receiving the goods, as buyer’s refund request, or begin re-delivery within 10 business days of receiving the goods. Please note buyer will additionally be in charge of the re-delivery fee.
If the order cannot be corrected or returned, the buyer will bear the losses.
If the buyer detects any problem upon receipt (damaged package/significantly not as described/missing or wrong goods or other quality problems), buyer should provide a refund or re-delivery request with valid proof (photos/videos of goods received that shows the problem clearly). After the buyer files a request on I Got Your Trails, the supplier should check the proof and give a response within 10 business days.
If the proof checked by the supplier is not showing the problem clearly and or if the proof checked by I Got Your Trails is not showing the problem clearly, the proof is invalid, and the supplier/ I Got Your Trails has the right to reject the buyer's refund request.
If the buyer's proof shows a problem clearly after being checked by the supplier I Got Your Trails the proof checking time shall not be more than 10 business days, and if the goods need to be returned to get a refund, the supplier should provide the buyer with a prepaid return label within 10 business days of proof approval, and refund the order when the return shows in transit on the logistics website searched by tracking number buyer uploaded within 10 business days. If the goods needn't be returned, the supplier should refund the order within 10 business days of the refund request.
If proof is valid, and buyer requests re-delivery, the supplier should re-delivery within 10 business days of proof approval. Please note suppliers have the right to refund order if the re-delivery products have no stocks, or buyers are able to reorder products when the products are restocked.
6.1 Invalid tracking information
If I Got Your Trails verifies the tracking number is wrong, and the supplier fails to provide the correct one within 10 business days, I Got Your Trails will refund the order.
6.2 Untimely Tracking Info Updates
If there is no update of the tracking info for more than 10 business days after label created showing on logistic website, and the buyer applies for a refund, I Got Your Trails requires supplier refund orders within 10 business days since buyer request.
Note: this clause is not applicable for special time/periods such as holidays, covid-19, abnormal weather, or other abnormal situations.
6.3 Too-long of Shipping Period
If the transit time exceeds the estimated delivery time by 10 days or more and the supplier fails to provide any valid tracking updated info, the buyer may apply for a refund. I Got Your Trails requires supplier refunds orders within 10 business days as buyer request.
Note: this clause is not applicable for special time/periods such as holidays, covid-19, abnormal weather, or other abnormal situations.
When encountering holidays, covid-19, abnormal weather, or other abnormal situations, the buyer shall contact igotyourtrails.com/contact-us or contact the supplier through their I Got Your Trails account with the order "Contact Message" option to solve the goods or logistics issue.
I Got Your Trails will try its best to assist buyers in these special circumstances in a timely manner. After notifying
I Got Your Trails, Buyers should expect a decision from I Got Your Trails on these types of issues no later than two weeks.
If buyers are unsatisfied with the solution of the order after-sale issues, buyers have the responsibility to open a dispute with I Got Your Trails to help deal with the after-sale issues.
