How quickly can I return an item?
As long as the product is unopened and still in its original condition and packaging you can return within 7 calendar days from the date of receipt.
Kindly send back the item to The Treks store.
If you request a pickup service for the items to be returned or exchanged, a charge of JOD 3 will be applied in the city of Amman, and JOD 5 in other cities.
What form of refund can I get?
Once the product has been evaluated and it’s eligible for return, we will issue a store credit that you can use to order a replacement item or you can use it on your next purchase. It will be valid for 12 months.
What if I receive an item with a manufacturing defect?
If you have a complaint about your product or think it might have a defect, is damaged or has missing parts, please contact us through our contact page or email us at: firstname.lastname@example.org with pictures and videos of the item showing the fault or damaged part and we will then start investigating the problem.
We will arrange a courier pick up from your location. You must repack the item in the same original box it was delivered in and all the parts, labels, packaging and manual must be intact. Upon receipt, it will be submitted for the routine evaluation and testing.
If the item is confirmed to have a manufacturing defect by our product experts and technical team, we will repair it or issue a replacement. If the item has a missing part, we will provide what’s missing.
If it’s already more than 3 calendar days from the date of delivery, we will repair the item.
Should you decide that you do not want a replacement and the return request was received within 3 calendar days from the date of receipt, we will issue a store credit valid for 12 months from the issue date. Kindly note that we are unable to process a cash refund.
If the item is working and is proven to be not faulty or damaged or requires proper configuration or assembly we will return the item back to you.
Products we can’t refund or replace
Products we can’t process for return are listed below:
Clothing/footwear items without the original packaging and tags
Products with extended delivery time
Items on sale
Electronic items where the original seal is broken
Items that are not in original condition and packaging (For example, it came in a sealed box or plastic packaging and this was removed, broken or torn)
damaged items due to misuse or showing signs of wear and tear, even if they are still under warranty period
Items that have been assembled, used, altered or installed, unless defective
Items that were sealed and require their hygienic levels to be intact from the manufacturer further exceptions are mentioned along with the product description.
How long does it take for the whole return and exchange process to be completed?
We usually collect items within 24-48 hours from the date of your feedback. The delivery of replacement usually takes 2-3 working days from when we have received and evaluated the product.
The value of the item returned will be credited to your account at "Treks" within 2-3 working days from when we have received and approved your product return.
What delivery destinations does "Treks" return policy apply to?
Our return policy is applicable to items delivered within Jordan only. We are unable to process a return for items shipped to any other destination at the current time.
If you have any questions on how to return your item to us, contact us.