At Trafry INC, we want customers to have a clear and straightforward experience when purchasing footwear through our website. This Refund and Return Policy explains the conditions, procedures, and processing times applicable to returns, refunds, and exchanges.
1. Return Period
Customers may request a return within 30 days of the date the order is delivered.
To be eligible for a return, the item should meet the following conditions:
- The item must be unworn and unused.
- The item should be in its original condition.
- The original packaging, where applicable, should be included.
- The item must not show signs of damage, washing, modification, or excessive wear.
- Proof of purchase or valid order information must be provided.
For footwear, customers are encouraged to try on products indoors on a clean surface to ensure that the size and fit are suitable before wearing them outdoors.
2. Non-Returnable Items
Certain items may not be eligible for return where permitted by applicable law, including products that have been worn, damaged after delivery due to customer use, altered, or returned without the required original components or packaging.
If an item is returned in a condition that does not meet the applicable return requirements, Trafry INC may be unable to approve the return or may offer an alternative resolution where appropriate.
3. Return Process
To request a return, please follow these steps:
Step 1 — Contact Us
Contact Trafry INC within 30 days of delivery using the email address below. Please include your order number, the item you wish to return, and the reason for the return.
Step 2 — Receive Return Instructions
Our customer support team will review your request and provide return instructions if the request meets the applicable requirements.
Step 3 — Prepare the Package
Securely package the item to help prevent damage during transportation. Please include the relevant order information as instructed by our support team.
Step 4 — Ship the Return
Send the approved return to the following address:
Return Address:
Trafry INC
27 Mercury Ave
Tiburon, CA 94920
United States
Customers should retain the return shipment tracking information until the return has been completed.
4. Return Shipping Costs
If a return is requested because the product is defective, damaged upon arrival, or the wrong item was sent, Trafry INC will review the situation and may cover the reasonable return shipping cost where appropriate.
For returns based on a change of mind, incorrect size selection, or other reasons not caused by an issue with the product or an error on our part, the customer may be responsible for the return shipping cost, subject to applicable law.
5. Refunds
Once we receive the returned item, our team will inspect it to determine whether it meets the requirements of this policy.
If the return is approved, the refund will generally be issued to the original payment method used for the purchase.
Return inspection and refund processing: generally within 3 business days after the returned item is received.
After Trafry INC processes the refund, the time required for the funds to appear in the customer’s account may vary depending on the payment provider or financial institution.
6. Exchanges
We may accept requests to exchange an item within 30 days of delivery, subject to product availability and the applicable return conditions.
To request an exchange:
- Contact customer support within 30 days of delivery.
- Provide your order number and explain which item you wish to exchange.
- Wait for confirmation and return instructions from our support team.
- Return the original item in accordance with the return requirements.
- Once the returned item is received and approved, we will process the exchange if the requested replacement is available.
Exchange processing generally begins within 3 business days after the returned item is received and approved.
If the requested replacement is unavailable, Trafry INC may offer a refund or another appropriate resolution.
7. Incorrect or Defective Items
If you receive an incorrect, damaged, or defective product, please contact us as soon as possible after delivery.
Please provide your order number and, where appropriate, clear photographs showing the issue. We will review the information and determine the appropriate solution, which may include a replacement, exchange, or refund.
8. Refund Exceptions
A refund may be denied or adjusted where a returned product does not meet the applicable eligibility requirements, including where the product has been worn, damaged through customer use, altered, or returned outside the applicable return period.
Nothing in this policy is intended to limit any consumer rights that cannot legally be excluded or restricted under applicable U.S. or state law.