Return Policy
Last updated: September 29, 2026
At TRIVALP, we aim to provide every customer with a clear, reliable, and straightforward return experience.
We understand that choosing the right outdoor equipment is important. If your purchase does not meet your expectations, we provide a return and refund process according to the terms below.
This Return & Refund Policy applies to eligible purchases made through:
Website: trivalp.com
1. 30-Day Return Window
Customers may request a return within 30 days after confirmed delivery of an eligible order.
Before returning any product, please contact our customer support team:
Email:
service@trivalp.com
Our team will review your request, confirm return eligibility, and provide the applicable return instructions.
Please do not send products back before receiving return approval.
Returns sent without prior authorization or to an unauthorized address may experience delays or may not be processed.
2. Return Eligibility
Unless a product was received damaged, defective, incorrect, incomplete, or is otherwise eligible for a remedy under applicable law, returned products should generally be:
• Unused or in like-new condition
• Free from customer-caused damage
• Unmodified and unaltered
• Returned with all original components
• Returned with included accessories
• Returned with product manuals, instructions, or inserts where included
• Returned in the original protective packaging where reasonably possible
Proof of purchase, such as an order number or order confirmation, may be required.
Because TRIVALP products may include backpacks, trekking poles, compasses, and other outdoor equipment with structural components or functional parts, returned products should be packaged carefully to prevent damage during transportation.
We may inspect returned products before approving a refund.
3. Opened or Used Products
Opening a product does not automatically make it ineligible for return.
However, where permitted by applicable law, preference-based returns of opened or used products may be subject to inspection.
Returned products should not show signs of:
• Excessive use
• Misuse
• Customer-caused scratches, damage, bending, or breakage
• Unauthorized repair
• Modification
• Missing accessories or components
• Damage caused by improper cleaning, storage, handling, or use
Products should only be used for reasonable inspection and evaluation purposes before return.
If a product has experienced a significant loss in value due to handling beyond what is reasonably necessary to inspect the product, an appropriate deduction may apply where permitted by law.
4. Non-Returnable Items
Where permitted by applicable law, certain products may not be eligible for preference-based returns, including:
• Personalized or customized products
• Gift cards
• Products clearly marked as final sale
• Products damaged through misuse or improper handling
• Products modified or repaired without authorization
• Products missing significant components due to customer handling
• Products outside the applicable return period
• Other products expressly identified as non-returnable before purchase
Any product-specific exclusions will be stated on the applicable product page or communicated before the return is approved.
Nothing in this section limits statutory consumer rights that cannot legally be excluded.
5. Damaged, Defective, Incorrect, or Incomplete Orders
Please inspect your TRIVALP order promptly after delivery.
If your order arrives:
• Damaged
• Defective
• Incorrect
• Missing components
• Broken
• Incomplete
please contact us as soon as reasonably possible.
To help us review the issue, please provide:
• Order number
• Product name
• Description of the issue
• Clear photographs of the product
• Photos of the packaging
• Shipping label photo where available
• A short video showing the issue where relevant
For outdoor equipment, videos may be especially helpful for issues involving:
• Backpack zippers, straps, buckles, or structural components
• Trekking pole locking systems or adjustment mechanisms
• Compass functionality or navigation features
• Missing or damaged accessories
After reviewing the information, we will provide the appropriate next steps based on the circumstances, our applicable policies, and applicable consumer laws.
6. Product Checks Before Return
For certain product-related issues, our customer support team may first provide reasonable product checks or troubleshooting guidance.
These checks may include:
• Confirming correct product setup or usage
• Reviewing product instructions
• Checking adjustable components
• Confirming accessory installation
• Reviewing product condition through photos or videos
• Providing basic care recommendations
You are not required to continue using any product that appears damaged, unsafe, or unsuitable for continued use.
7. Return Shipping Costs
For preference-based returns, including:
• Change of mind
• Incorrect product selection by the customer
• No longer wanting the product
• Product not matching personal preferences
• Other reasons not caused by an error on our part
customers are generally responsible for return shipping costs where permitted by applicable law.
If TRIVALP confirms that a product was:
• Damaged during delivery
• Defective
• Incorrectly supplied
• Missing required components
• Otherwise eligible for seller-paid return costs under applicable law
we will provide appropriate return or resolution instructions.
Please do not purchase expensive return shipping before receiving instructions from our customer support team.
8. Original Shipping Charges
Original shipping charges are generally non-refundable for preference-based returns unless:
• Otherwise stated by TRIVALP
• The return results from an error on our part
• The product was defective, damaged, or incorrectly supplied
• Applicable law requires reimbursement
9. Return Address
Return addresses may vary depending on:
• Product type
• Fulfillment location
• Customer destination
• Warehouse location
• Logistics arrangements
• Nature of the return
For this reason, please do not return products to our registered corporate address unless our customer support team specifically instructs you to do so.
The correct return address will be provided after your return request has been reviewed and approved.
10. Return Packaging
TRIVALP outdoor equipment may include structural components, adjustable parts, protective materials, and functional accessories.
Customers should package returned products carefully to reduce the risk of damage during return transportation.
Where reasonably possible, please include:
• Main product
• Original accessories
• Product components
• Manuals or instructions where included
• Original protective materials
• Original product packaging
• Any additional items originally included with the order
Outdoor equipment should be securely protected against movement, impact, bending, or damage inside the package.
Customers are responsible for ensuring preference-based returns are properly packaged for shipping.
11. Missing Accessories or Components
Where permitted by applicable law, a refund may be reduced if returned products are missing components originally supplied with the order.
Examples may include:
• Backpack accessories
• Trekking pole components
• Compass accessories
• Product attachments
• Protective covers
• Manuals or instructions
• Included packaging materials
Any deduction will be based on the circumstances of the return and applicable law.
12. Return Inspection
Once a returned product is received, we may inspect it to confirm:
• Product identity
• Return eligibility
• Product condition
• Reason for return
• Included accessories
• Included components
• Overall product functionality
Approval of a return request does not necessarily mean a refund has been approved before the returned product has been received and inspected.
13. Refunds
If a return is approved after inspection, the refund will generally be issued to the original payment method.
Once TRIVALP issues the refund, your bank, card issuer, or payment provider may require additional processing time before the funds appear in your account.
Processing times vary and are controlled by the relevant financial institution or payment provider.
14. Refund Deductions
Where permitted by applicable law, an appropriate deduction may be made for material loss in value resulting from:
• Missing accessories
• Missing components
• Excessive use
• Customer-caused damage
• Unauthorized modification
• Unauthorized repair
• Improper storage or handling
• Damage caused after delivery
Any deduction will be assessed based on the individual circumstances of the return.
15. Exchanges
Exchange availability depends on current product availability and inventory.
Because TRIVALP products may be offered in different:
• Sizes
• Colors
• Materials
• Designs
• Product variations
the preferred replacement may not always be available.
Where direct exchanges are unavailable, the most efficient option may be to:
- Request a return for the eligible original product.
- Complete the approved return process.
- Place a new order for the preferred product.
Please contact customer support before returning a product for exchange.
16. Order Cancellations
If you wish to cancel an order, please contact us as soon as possible after placing it.
Email:
service@trivalp.com
We will make reasonable efforts to assist before fulfillment begins.
However, we cannot guarantee cancellation once the order has entered:
• Processing
• Picking or packing
• Fulfillment
• Shipping preparation
• Dispatch
If the order has already shipped, you may need to follow the applicable return procedure after delivery.
17. Refunds for Canceled Orders
If we successfully cancel an order after payment has already been processed, an appropriate refund will be issued to the original payment method or another method permitted by the applicable payment provider.
Your financial institution may require additional processing time before the refund appears.
18. Refused or Unclaimed Deliveries
Refusing delivery does not automatically qualify an order for a full refund.
If a package is refused, unclaimed, or returned to the sender, please contact us so we can review:
• Shipment status
• Carrier charges
• Product condition
• Return eligibility
• Other relevant circumstances
Where permitted by applicable law, reasonable shipping or return costs may be deducted from a preference-based refund if such costs resulted from refusal or failure to accept an otherwise valid delivery.
19. International Returns
International returns may involve additional:
• Shipping costs
• Customs procedures
• Carrier requirements
• Documentation
• Transit time
Please contact us before sending any international return.
We are not responsible for unnecessary customs charges or shipping expenses incurred because a return was sent without following the provided instructions, except where responsibility cannot lawfully be excluded.
20. Consumer Rights
This Return & Refund Policy supplements and does not replace consumer rights provided by applicable law.
Depending on your country, state, province, or region, you may have additional statutory rights relating to:
• Defective products
• Product quality
• Damaged products
• Repairs
• Replacements
• Returns
• Refunds
• Cancellation rights
Nothing in this policy is intended to waive or restrict rights that cannot legally be excluded.
Where mandatory consumer protection laws provide greater rights than this policy, those legal rights will continue to apply.
21. Contact Us
If you have questions regarding a return, refund, exchange, damaged product, defective product, or cancellation, please contact us:
Brand:
TRIVALP
Website:
trivalp.com
Legal Entity:
Xichang Binjia Network Technology Co., Ltd.
Registered Address:
Room 304-3, 3rd Floor, Building 19, No. 61 Dashiban Road, Xichang City, Liangshan Yi Autonomous Prefecture, Sichuan Province, China
Unified Social Credit Code:
91513401MAEEL0YW8A
Customer Support Email:
service@trivalp.com
For order-related inquiries, please include your order number and the email address used at checkout.
For damaged backpacks, trekking poles, compasses, or other outdoor equipment, please include clear photographs and relevant product information.
Please do not send complete credit card information, CVV/security codes, or account passwords by email.
TRIVALP
Reliable Outdoor Gear for Every Journey.
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