- Overview
Trailfirestove aims to handle return and refund requests in a clear and consistent manner. This policy outlines the procedures for exercising the “right of withdrawal” (the right to return an item without providing a reason), returning eligible products, reporting damaged or faulty items, and requesting refunds or exchanges.
This policy applies to orders placed through our website that are delivered to destinations in Europe. It operates alongside the statutory consumer rights granted by the laws of the customer’s country of residence. Nothing in this policy limits or excludes any statutory rights that cannot be restricted by law.
- Right of Withdrawal — 14 Days
For online purchases, where the statutory right of withdrawal applies, consumers in the European Union may generally cancel their purchase without providing a reason within 14 days from the date they (or a third party designated by them, other than the carrier) receive the goods.
To exercise this right, customers must notify Trailfirestove of their decision to withdraw from the purchase via email within the aforementioned 14-day period:
Please include your order number, the name used when placing the order, and a clear statement indicating your wish to withdraw from the purchase.
Once you have notified us of your withdrawal, you must return the items within 14 days, unless otherwise agreed upon or stipulated by applicable law.
Items should be securely packaged for return to ensure safe transit. If the value of an item has diminished due to handling beyond what is necessary to establish its nature, characteristics, and functioning, the customer may be held liable for such loss in value (subject to applicable law).
The scope of the statutory right of withdrawal is subject to exceptions as defined by relevant laws.
- Return Address and Instructions
Before returning any items, customers must contact us via email so that we can confirm the appropriate return procedure.
The designated return address is:
333A Orchard Road, Mandarin Gallery, #02-22
Singapore
Please include your order number and any relevant correspondence (if applicable) inside the package. We recommend that customers retain their proof of shipment until the return process is fully completed. For returns unrelated to product quality—provided that the relevant terms were clearly communicated prior to purchase and such terms are permitted by law—customers are generally responsible for any direct costs incurred from the return.
In cases where a product is defective, damaged, sent in error, or does not conform to the terms of the purchase contract, the costs associated with the return—as well as other potential remedies—will be handled in accordance with applicable consumer protection laws and regulations.
- Defective, Damaged, or Incorrectly Shipped Products
If the product you receive is damaged, defective, or does not match the item you ordered, please contact us as soon as possible via email at stove@trailfirestove.com.
To help us verify the situation, please provide the following information:
Your order number.
A brief description of the issue.
Clear photographs (if possible) showing the condition of the product and any visible damage.
We will review the information provided and discuss the next steps for a resolution with you.
If the evidence is sufficient, Trailfirestove may process a refund or replacement directly, without requiring you to return the damaged item. Should further inspection or the return of the product be necessary, we will inform you of the required steps and handle the matter in accordance with the law.
The applicability of refunds, replacements, repairs, or other remedies depends on the specific circumstances and the statutory rights associated with your order. This process does not limit any rights or remedies to which you are entitled by law.
- Refund Eligibility and Processing
You may be eligible for a refund in the following circumstances:
A valid return (cancellation of purchase) request is submitted within the legally permitted timeframe.
The product is damaged, defective, or does not match the order upon delivery (specific remedies depend on applicable law).
The shipment is confirmed lost, or other delivery failures occur that entitle the customer to a refund.
Trailfirestove agrees to issue a refund based on the specific circumstances and applicable law.
For valid return requests, we will provide a refund as required by law, including—where applicable—the cost of standard shipping. If the customer explicitly chose a more expensive shipping method when placing the order, we are only obligated (to the extent permitted by law) to cover the cost of the most economical standard shipping option; any additional costs will not be refunded.
Unless otherwise provided by applicable law, we will process refunds for valid return requests within 14 days of receiving the customer’s notice of return (cancellation). In accordance with the law, we reserve the right to withhold a refund until we have received the returned goods or until the customer provides proof that the items have been shipped back—whichever occurs first.
For cases involving product defects, damaged packages, or other delivery issues, the refund processing timeline will be governed by applicable law or by the terms agreed upon by both parties.
Refunds are generally issued to the original payment account used by the customer; however, alternative refund methods may be used if the customer explicitly consents and such methods comply with legal requirements. No additional fees will be charged to the customer for the refund process itself.
The time it takes for the refunded funds to appear in your account depends on the relevant payment service provider and your financial institution.
- Return Shipping Costs
If a customer exercises their statutory right of return (i.e., returning an item due to a change of mind)—provided that the relevant terms were clearly communicated prior to purchase and such an arrangement is permitted by law—the direct costs of returning the item are generally borne by the customer. If a product is defective, damaged, sent in error, or does not conform to the terms of the contract, Trailfirestove will arrange for its return in accordance with applicable law and will cover the associated return shipping costs.
Please contact us before returning any items so that we can confirm whether a return is necessary and guide you through the subsequent process.
7. Delivery Delays, Lost Packages, and Replacements
For orders shipped from Singapore, the estimated transit time is typically 5–12 business days. Depending on the destination and available logistics services, shipments will be handled by carriers such as DHL, FedEx, or UPS (priority services).
As your order is dispatched, reaches a logistics hub, or enters the local delivery phase, the system may send tracking notifications to the email address you provided at checkout.
If your order does not arrive within the estimated timeframe, please contact us at stove@trailfirestove.com, providing your order number and tracking number (if available).
We will verify the shipment status and, if necessary, follow up with the carrier. Based on our findings and your statutory rights, we may offer solutions such as sending a replacement or providing a full refund.
Nothing in this policy affects your statutory rights or available legal remedies regarding delivery.
- Supported Payment Methods
Trailfirestove accepts the payment methods displayed on the checkout page, which may include:
Visa
Mastercard
American Express
Apple Pay
Google Pay
Various supported digital wallets
The availability of specific payment methods may vary based on your country/region, device, browser, and checkout configuration. The payment options shown at checkout apply only to the current order.
Eligible refunds will generally be issued to the original payment method used for the purchase, subject to applicable law and the terms of this policy.
- Product Returns and Refund Determinations
Returned items should be securely packaged to minimize the risk of further damage during transit. Please do not send any items to our return address without first contacting us for instructions. We will evaluate each return/refund request by considering the order details, customer description, provided photographs, and relevant logistics information.
Decisions regarding refunds, replacements, or other remedies will be made based on the specific circumstances and the requirements of applicable laws and regulations. Any denial of a customer’s statutory rights—such as a refusal based on the absence of original packaging—will be considered invalid if such a practice violates applicable law.
- Contact Information
To submit a return notice, obtain return instructions, request a refund, or report an item as faulty, damaged, or missing, please contact us via the following channels:
Phone: +65 8902 7220
Email: stove@trailfirestove.com
When contacting us, please be sure to provide your order number so that we may verify your purchase record and process your request.
If we are unable to answer your call, please leave a message or reach out to us via email. We guarantee a response within 24 hours.
- Policy Updates
Trailfirestove may update this policy in response to changes in business processes or relevant laws and regulations. The version published on our website shall be the applicable version (subject to mandatory legal requirements and provided that such updates do not infringe upon the rights consumers have already acquired under existing orders).
Nothing in this policy is intended to exclude or limit any consumer rights that cannot be excluded or limited by law.