Refund policy

1. General Product Information

Trail Haven sells lightweight foldable hiking backpacks and related outdoor accessories designed for general recreational use, hiking, travel, and everyday carrying purposes.

Our products are not:

  • climbing or mountaineering safety equipment;
  • life-saving equipment;
  • waterproof survival gear; or
  • intended for commercial expedition use.

Customers use products entirely at their own risk.

2. Cooling-Off Period for Online Purchases

In accordance with Section 44 of the ECTA, customers may cancel an online purchase within 7 (seven) days after delivery without providing a reason.

To qualify:

  • the product must be unused;
  • the product must be returned in substantially original condition;
  • original tags and packaging should be included where reasonably possible; and
  • proof of purchase must be provided.

Customers are responsible for return shipping costs unless the item was defective, damaged, or incorrectly supplied.

Refunds may be reduced where products show signs of excessive use, damage, missing parts, or diminished value beyond reasonable inspection permitted by law.

3. Defective or Faulty Products

Under Sections 55 and 56 of the CPA, customers are entitled to products that are reasonably durable, safe, and free from defects.

If a product is defective within 6 (six) months from delivery, customers may request:

  • repair;
  • replacement; or
  • refund,

subject to inspection and verification of the defect.

Trail Haven reserves the right to inspect returned products before approving any remedy.

This warranty does not apply where damage results from:

  • misuse;
  • negligence;
  • improper storage;
  • overloading;
  • exposure to extreme heat, chemicals, or sharp objects;
  • unauthorized alterations or repairs;
  • normal wear and tear;
  • cosmetic damage;
  • commercial use; or
  • failure to follow product care instructions.

4. Non-Returnable Situations

Returns may be refused where:

  • the product has been intentionally damaged;
  • the product has been modified;
  • the product is excessively dirty or unhygienic;
  • the return request is fraudulent or abusive;
  • essential components are missing;
  • the product has been used beyond reasonable inspection; or
  • the customer cannot provide reasonable proof of purchase.

Trail Haven reserves the right to refuse returns that do not comply with applicable law or this Policy.

5. Delivery & Risk

Delivery dates are estimates only and are not guaranteed.

Risk in the product passes to the customer upon delivery to the provided delivery address.

Trail Haven is not liable for:

  • delays caused by couriers;
  • incorrect delivery information supplied by customers;
  • theft after delivery confirmation;
  • force majeure events;
  • strikes;
  • natural disasters; or
  • events beyond our reasonable control.

Customers must inspect products upon delivery and notify us of visible damage within 48 hours where reasonably possible.

6. Product Use & Liability Disclaimer

Customers acknowledge that outdoor activities involve inherent risks.

To the maximum extent permitted under South African law, Trail Haven shall not be liable for:

  • injuries;
  • accidents;
  • loss of equipment;
  • indirect damages;
  • consequential damages;
  • lost profits;
  • personal injury; or
  • damages arising from misuse of products.

Customers are solely responsible for:

  • proper packing and weight distribution;
  • safe hiking practices;
  • monitoring weather conditions; and
  • ensuring the product is suitable for their intended use.

Maximum liability shall never exceed the original purchase price paid for the product.

Nothing in this Policy excludes rights that cannot legally be excluded under South African law.

7. Care Instructions

To maximize product lifespan:

  • do not overload the bag;
  • avoid prolonged exposure to harsh sunlight;
  • keep away from open flames;
  • hand clean only;
  • allow the bag to dry completely before storage; and
  • avoid storing sharp objects without protection.

Failure to follow care instructions may void applicable warranties.

8. Refund Processing

Approved refunds are processed to the original payment method within approximately:

  • 7–14 business days after approval.

Bank processing times may vary.

Shipping fees are non-refundable unless required by law.

9. Exchanges

Exchanges are subject to:

  • stock availability;
  • product condition; and
  • approval after inspection.

Customers may be required to pay shipping costs for voluntary exchanges.

10. Fraud Prevention

Trail Haven reserves the right to:

  • refuse suspicious transactions;
  • cancel fraudulent orders;
  • verify customer identity;
  • limit quantities purchased; and
  • refuse service where abuse of our policies is suspected.

11. Privacy

Customer information is processed in accordance with applicable South African privacy laws and used only for:

  • order fulfillment;
  • customer service;
  • fraud prevention; and
  • lawful business purposes.

12. Amendments

Trail Haven reserves the right to amend this Policy at any time without prior notice.

The version published on our website at the time of purchase will apply to the transaction.

13. Contact Information

For returns or support inquiries:

Trail Haven Support
Email: support@trailhaven.co.za
Website: trailhaven.co.za

Important Notice:
This Policy is intended as a general business policy and does not constitute formal legal advice. Businesses are encouraged to obtain professional legal review for full compliance with South African law.