Refund policy
RETURNS
If you are not happy with your purchase, you can easily return the product within 14 days of receiving your order and receive a refund to your original payment method, provided the return meets the conditions below.
For customers in the European Union, you have a statutory 14-day cooling-off period, which allows you to cancel your purchase for any reason within 14 days of receiving the goods.
To exercise your right to cancel, you may:
- Submit a withdrawal request through the Orders section of your Trip Machine account, or
- Contact us at mail@tripmachinecompany.com with your order details.
Once you notify us of your decision to cancel, you should return the goods without undue delay.
To be eligible for a return, your item must be unused, in the same condition in which you received it, and returned in its original packaging with all tags and accessories intact.
Unused items returned with missing tags, packaging or components may be subject to a reasonable reduction in the refund amount where permitted by applicable law.
We recommend that you do not accept delivery of any package whose outer packaging appears damaged or tampered with.
If you discover that the product has been damaged during transit, please contact our customer support team as soon as possible. If we are unable to replace the damaged or defective item, we will issue a refund.
Shoes should be tried only on a clean, carpeted surface and kept in the protective dust bags until you decide to keep them.
As leather is a natural material, slight variations in colour, grain and texture are normal characteristics and are not considered manufacturing defects.
To initiate a return or report an issue, please email mail@tripmachinecompany.com along with a short video (approximately 30 seconds) showing the product and the issue.
For hygiene and safety reasons, face masks (where applicable) cannot be returned once opened.
REFUNDS
Once your returned product is received, we will inspect it and notify you by email regarding the status of your refund.
For customers in the European Union, refunds will be processed within 14 days of receiving your cancellation request. However, where permitted by law, we may withhold the refund until we receive the returned goods or you provide satisfactory proof that they have been sent back, whichever occurs first.
For customers outside the European Union, please allow up to 5 business days after the returned goods arrive at our facility for inspection.
Approved refunds will be credited to your original payment method.
If a returned item is found to have been used beyond what is necessary to inspect its nature, characteristics and functioning, or otherwise does not qualify for a refund under this policy, we may reduce the refund or reject the return in accordance with applicable law.
If a return is rejected and you wish to have the item shipped back to you, applicable shipping charges will apply.
CONFORMITY OF GOODS
Legal Guarantee for EU Customers
If you are purchasing from a member state of the European Union, your purchase is covered by the legal guarantee of conformity under Directive (EU) 2019/771.
This means that products supplied by Trip Machine must conform to the contract of sale and remain free from defects existing at the time of delivery for two (2) years from the date you receive your goods.
If a product develops a qualifying defect during this period, you may be entitled to repair, replacement, a price reduction, or a refund, depending on the circumstances and applicable law.
This statutory guarantee is provided in addition to any commercial warranty offered by Trip Machine and does not affect your legal rights.
PERSONALISED ITEMS
We are pleased to offer personalisation services for selected products.
Because personalised products are made specifically according to your instructions, they cannot be cancelled, refunded, exchanged or returned after production has begun, except where the product is faulty or does not conform to the contract.
Cash on Delivery is not available for personalised products.
Our customer care team will confirm your personalisation details before production begins.
LATE OR MISSING REFUNDS
If you have not received your refund:
- Check your bank account or payment method.
- Contact your payment provider, as processing times may vary.
If you have completed these steps and still have not received your refund, please contact us at mail@tripmachinecompany.com.
SALE ITEMS
Sale or discounted items may only be returned where required by applicable consumer protection laws or where the item is defective.
EXCHANGES
We replace items only if they are defective, damaged, or otherwise eligible under applicable law.
To request an exchange, please email mail@tripmachinecompany.com along with a short video (approximately 30 seconds) showing the issue.
Only one exchange request is permitted per item purchased.
Replacement products delivered under an exchange request are not eligible for further exchange unless required by applicable law.
SHIPPING FOR RETURNS
If you reside in India, please keep the item securely packed and ready for reverse pickup.
For customers outside India where free returns are not available, please return your order using a reliable courier service to:
Trip Machine Company
Plot No. 207, Sector 37, Udyog Vihar Phase 6
Gurugram, Haryana 122004
India
Phone: +91 95600 30305
Unless otherwise required by applicable law, return shipping costs are the responsibility of the customer and are non-refundable.
Please email your courier tracking details to mail@tripmachinecompany.com after dispatching your return.
Delivery times for exchanged products may vary depending on your location.