Return & Exchange
At Contrail, we want you to be satisfied with your purchase. This Return & Exchange Policy explains the conditions under which you may return or exchange products purchased through the contrailbags.com website ("Site"). By placing an order, you agree to the terms of this policy. This policy is incorporated into our User Agreement by reference.
Return window
You may request a return or exchange within 30 days of the delivery date. Requests made after this period may be declined or accepted at our sole discretion. To be eligible, you must contact us to initiate the return before shipping any item back.
Condition of items
To be eligible for a return or exchange, items must be unused, unworn, and in the same condition in which you received them, with all original tags, labels, and packaging intact. Items that show signs of use, wear, damage caused after delivery, or missing components may be refused or subject to a reduced refund. We reserve the right to inspect all returned items and to decline returns that do not meet these conditions.
Non-returnable items
Certain items are not eligible for return or exchange, including but not limited to final sale or clearance items, gift cards, and custom or personalized products made to your specifications. Any items designated as non-returnable will be identified as such at the time of purchase.
How to initiate a return or exchange
To start a return or exchange, contact us at info@contrailbags.com with your order number and the reason for your request. We will review your request and, if approved, provide instructions on how and where to send your item. Items sent back to us without first requesting a return may not be accepted.
Return shipping costs
Unless the return is the result of our error or a defective or damaged product, you are responsible for the cost of return shipping. We recommend using a trackable shipping method, as we cannot be responsible for items lost or damaged in transit back to us. Original shipping charges are non-refundable except where the return is due to our error.
Exchanges
If you wish to exchange an item for a different size, color, or product, contact us to confirm availability. The fastest way to ensure you receive what you want is to return the original item for a refund once approved and place a new order for the desired item. Exchanges are subject to product availability.
Damaged, defective, or incorrect items
If you receive an item that is damaged, defective, or not what you ordered, contact us within a reasonable time of delivery with your order number and photographs of the issue. We will arrange for a replacement, repair, or refund at no additional cost to you, including return shipping where applicable. This does not affect any statutory rights you may have under applicable law.
Refunds
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to your original method of payment within a reasonable period, typically within 7 to 14 business days, depending on your payment provider. Please note that shipping costs are non-refundable except where the return is due to our error, and any restocking fee, if applicable, will be deducted from your refund.
Restocking fees
We do not charge a restocking fee on standard returns that meet the conditions of this policy. We reserve the right to apply a restocking fee to returns that require additional handling, and any such fee will be disclosed to you before you complete the return.
Late or missing refunds
If you have not received an approved refund within the expected timeframe, first check with your bank or payment provider, as processing times vary. If you have done so and still have not received your refund, please contact us and we will assist you.
International returns
For orders shipped outside the United States, you are responsible for return shipping costs, and any duties, taxes, or customs fees originally paid are generally non-refundable. Please contact us before returning an international order so we can provide the correct instructions.
Changes to this policy
Contrail reserves the right to update or modify this Return & Exchange Policy at any time. Changes become effective when posted to the Site. The policy in effect at the time of your purchase applies to that order.
Contacting us
If you have any questions about this Return & Exchange Policy, please contact us at:
Contrail
One Source IML
16163 W 45th Dr. Unit E
Golden, CO 80403