Refund policy

Return Policy

At Zavi Trek, we want you to be completely satisfied with the construction and performance of your trekking equipment. If an item does not suit your trail setup or torso fit, we offer a comprehensive return window. Due to field hygiene standards and biological water filtration safety, please review our return conditions below carefully.

1. Return Window

Customers have the right to request a return within 30 days from the documented date of delivery. Return requests submitted after this 30-day period will not be accepted.

2. Return Eligibility and Conditions

To qualify for a valid return and subsequent refund, your items must strictly adhere to the following criteria:

  • The trekking poles, hiking backpack, headlamp, or filtration kit must be completely unused on outdoor trails, unscratched, unwashed, and in its original, brand-new condition.
  • Sanitary & Water Filtration Safety Standards: For biological safety reasons, portable water filters, hydration bladders, and flasks cannot be returned if protective packaging has been opened, or if the filter cartridge has been primed, rinsed, or submerged in water.
  • Trekking pole tips, EVA foam/cork grips, and backpack fabrics must be 100% free from trail dirt, mud, perspiration marks, scratches, pine sap, or smoke scents.
  • All original packaging, pole mud baskets, rubber road tips, USB charging cords, adjustment tools, and printed instructional guides must remain fully intact within the box.
  • Items showing signs of outdoor use, ground wear, bent pole shafts, stretched seams, or missing accessories will be strictly rejected during our quality inspection.

3. Return Shipping Costs

The customer is responsible for paying all shipping costs associated with returning their items. Return shipping costs are non-refundable. Due to the dimensional length of trekking poles and expedition packs, we recommend using a trackable shipping service and purchasing parcel insurance, as Zavi Trek cannot guarantee receipt of returned items without tracking proof.

4. How to Initiate a Return

  1. Contact our customer support team at support@zavitrek.store within 30 days of delivery. Please include your order number, item model, and reason for return.
  2. Our support team will review your request and provide you with an authorized return warehouse address and specialized packaging instructions.
  3. Do not mail your items back to the address printed on the original shipping label or our corporate office address. Returns sent to unauthorized addresses cannot be processed.

Refund Policy

This Refund Policy details our procedures regarding order cancellations and the financial resolution of authorized returns.

1. Order Cancellations and Modifications

  • If you need to cancel or modify your order (such as changing a backpack volume, pole colorway, or delivery address), contact us immediately at support@zavitrek.store.
  • We enforce a strict 1 - 2 hour cancellation window from the exact time of purchase.
  • Once this window has passed, your order is automatically transmitted to our fulfillment network and cannot be altered or canceled. If you no longer want the items, you will need to wait for delivery and follow our standard Return Policy.

2. Inspection and Approval Process

Once your returned package arrives at our designated facility, our technical gear inspection team will examine each item to verify compliance with our return conditions (unused status, clean surfaces, dry unhydrated filter membranes, intact straps, and original retail packaging). Following inspection, we will send you an email notifying you whether your refund has been approved or rejected.

3. Refund Timing

If your return is approved, your refund will be processed immediately. The funds will automatically be credited back to your original payment method (e.g., Credit Card, PayPal) within 3 to 10 business days.

4. Delayed or Missing Refunds

If you have received an approval notice but have not seen the credit reflected in your account:

  • Check your bank account or credit card statement again.
  • Contact your bank or financial institution, as processing times vary before funds officially post.
  • If you have completed these steps and still have not received your refund, please contact us at support@zavitrek.store for further assistance.