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At Trekvoribus, our return process is built around clear eligibility rules and a straightforward resolution when footwear arrives damaged, defective, incorrect, or in the wrong size. This policy explains when a return can be requested, how collection works, and how replacements and refunds are processed for customers in Singapore.
Customers have 30 days from the date of delivery to submit an eligible return request. The request must reach us within this period.
| Return Matter | Policy |
|---|---|
| Request period | Within 30 days of delivery |
| Eligible reasons | Damaged, defective, incorrect item, or wrong size |
| Change-of-mind returns | Not accepted |
| Return collection | Arranged by Trekvoribus |
| Collection charge | Free |
| Assessment after receipt | 1 working day |
| Replacement | Subject to stock availability |
| Refund method | Bank transfer |
| Restocking fee | None |
Requests submitted after the 30-day period may not qualify under this policy, subject to any rights available under applicable Singapore law.
A return request may be submitted when:
the footwear arrives damaged;
the item contains a defect;
the footwear delivered differs from the item ordered; or
the size delivered is incorrect.
Returns are not offered for change of mind, personal preference, style preference, or other reasons outside the circumstances listed above.
We provide a size guide alongside product information on our website. Customers are encouraged to review the relevant measurements before selecting a shoe size.
Nothing in this policy limits statutory consumer rights that apply independently under Singapore law.
Returned footwear must remain unworn and should be sent back in its original condition and packaging.
Customers should keep the shoes, accompanying components, and original packaging together while a return request is being arranged.
Where the condition of an item has materially changed because it was worn, altered, damaged after delivery, or used beyond what is reasonably necessary to identify an issue, Trekvoribus may assess whether the return meets this policy, subject to applicable consumer rights.
To request a return, email footwear@trekvoribus.com within 30 days after receiving the order.
Please provide information that allows us to identify the purchase and understand the issue, such as:
customer name;
order information;
item concerned;
reason for requesting the return; and
supporting photographs where reasonably useful for showing damage, a defect, or an incorrect item.
Once the request meets the return requirements, Trekvoribus will arrange collection from the customer's doorstep. We will coordinate a suitable collection date and time with the customer.
Customers do not need to arrange or pay for return shipping themselves.
Once the returned footwear reaches us, we allocate one working day to assess the item and the stated reason for return.
Following that assessment, an eligible customer may choose the applicable resolution offered under this policy.
Where a replacement is requested, it can be provided only when the relevant footwear is available in stock.
A replacement follows our regular shipping schedule:
| Replacement Stage | Expected Period |
|---|---|
|
Preparation |
2 business days |
|
Delivery within Singapore |
1–2 business days |
|
Total expected period |
3–4 business days |
No additional delivery charge applies to an eligible replacement.
If suitable replacement stock is unavailable, a refund may be arranged instead.
Because purchases from Trekvoribus are paid entirely through cash on delivery, eligible refunds are issued by bank transfer rather than returned through an online payment method.
When a refund is selected, we will request the bank details required to complete the transfer through email. Customers should review recipient details before sending them and communicate only through the stated company email.
After receiving the required information, Trekvoribus will initiate the refund within one working day.
The transferred amount may take approximately 8–10 business days to appear in the customer's account, depending on the processing time of the customer's bank.
Trekvoribus does not impose a return handling fee, collection fee, or restocking fee for an eligible return.
Processing a return may require Trekvoribus to collect customer information, including contact details, order information, and bank details where a bank-transfer refund is requested.
Such information is subject to Singapore's Personal Data Protection Act 2012 (PDPA). Bank account information can constitute personal data of a sensitive nature, and Singapore's data protection framework requires organizations to consider appropriate purposes when collecting, using, or disclosing personal information.
Information supplied for a refund should therefore be collected and used only as reasonably necessary for processing the return, issuing the applicable amount, maintaining relevant transaction records, and meeting legal obligations.
This policy operates alongside the Consumer Protection (Fair Trading) Act 2003 (CPFTA) and applicable provisions concerning goods that do not conform to the sales contract, commonly associated with Singapore's Lemon Law framework. Singapore's consumer framework provides statutory forms of redress for qualifying non-conforming goods, including repair, replacement, price reduction, or rescission in applicable circumstances.
Accordingly, the eligibility rules stated in this voluntary policy are not intended to remove or restrict rights or forms of redress that a consumer may have under applicable Singapore legislation.
Questions about an eligible return, replacement, collection, or refund can be sent to:
Company: Trekvoribus
Email: footwear@trekvoribus.com
Please include your relevant order information so that we can identify the purchase and address the request efficiently.