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Return and Refund Policy — Trakko Footwear

Last updated: 07/01/2026

This Return and Refund Policy ("Policy") applies to all purchases made through trakkofootwear.com (the "Site"), operated by Trakko Footwear LLC, a limited liability company registered in the State of Florida, United States ("Trakko Footwear," "we," "us," or "our").

By placing an order with us, you agree to the terms of this Policy. Please read it carefully before purchasing.

1. Return Window

You may request a return within 30 calendar days from the date you receive your order, subject to the conditions below.

Exception — European Union customers: If you are a consumer residing in the European Union, you have a statutory right of withdrawal within 14 calendar days from the date of delivery, in accordance with EU Directive 2011/83/EU on Consumer Rights. This 14-day right is separate from, and does not limit, the extended 30-day return window we voluntarily offer above. Where our voluntary policy is more generous than the statutory minimum, the more favorable term applies.

To exercise the EU statutory right of withdrawal, you may use the model withdrawal form provided in Section 9 below, or submit a clear written statement to sac@trakkobrazil.com.

2. Conditions for Eligible Returns

To be accepted, returned items must:

  • Be unworn, unwashed, and unused, with all original tags attached;
  • Be returned in their original shoebox (for footwear) — the shoebox is considered part of the product and must not be used as the shipping box, damaged, taped, or used as the outer packaging;
  • Be packed inside a separate, protective outer shipping box or bag;
  • Include the original invoice or proof of purchase (order number is sufficient);
  • Not show any signs of wear, including outdoor use, scuffing, odor, or alteration.

We reserve the right to refuse a return or to issue only a partial refund if the item shows signs of use beyond what is reasonably necessary to inspect the product, or if it is returned without its original shoebox and packaging, consistent with our right to assess deductions in value under applicable consumer protection law.

Non-returnable items

The following items cannot be returned unless defective:

  • Items marked as Final Sale or purchased with a clearance discount;
  • Gift cards;
  • Items that have been customized, engraved, or made to order.

3. How to Start a Return

  1. Contact us at sac@trakkobrazil.com with your order number and the item(s) you wish to return, or use our online Returns Portal (link on our Site) if available.
  2. You will receive return instructions and, where applicable, a prepaid or self-service return label.
  3. Pack the item(s) according to Section 2 and ship them back within 14 calendar days of receiving return authorization.
  4. Once received and inspected, we will notify you of the approval or rejection of your return.

Returns sent back to us without first requesting authorization through the process above may experience delays or, in some cases, may not be accepted.

4. Refunds

  • Approved refunds will be issued to the original payment method used for the purchase.
  • Refunds are processed within 5–10 business days after we receive and inspect the returned item(s).
  • Original shipping fees are non-refundable, except where the return is due to our error (wrong item shipped, defective product, or damaged in transit) or where required by applicable law (including the EU statutory withdrawal right, which entitles you to a refund of standard delivery costs).
  • Depending on your bank or payment provider, it may take additional time for the refunded amount to appear in your account.

5. Return Shipping Costs

  • Domestic (United States): Return shipping costs are the customer's responsibility unless the return is due to our error.
  • International orders (Europe, Canada, and other regions we ship to): Return shipping costs are the customer's responsibility unless otherwise stated at checkout or unless the return is due to our error. A fixed international return handling fee may apply and will be clearly disclosed before you ship your item back.
  • We do not ship to or accept returns originating from South America, as we do not currently sell to that region.

6. Refused, Undeliverable, or Unclaimed Packages

If a package is refused at delivery, not collected from a pickup point within the carrier's holding period, or is undeliverable due to an incorrect or incomplete address provided by the customer, the package will be returned to us. In these cases:

  • The original outbound shipping cost is non-refundable;
  • We reserve the right to deduct return shipping costs incurred by us from your refund;
  • Refusal or non-collection of a package does not, by itself, constitute a valid exercise of the right of withdrawal. Customers who wish to withdraw from their purchase must actively notify us in writing as described in Section 3 or Section 9.

7. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, please contact sac@trakkobrazil.com within 7 calendar days of delivery, including photos of the item and packaging. In these cases:

  • We will cover the full cost of return shipping;
  • You may choose between a full refund, a replacement (subject to availability), or store credit.

8. Exchanges

We currently do not offer direct exchanges. If you need a different size or color, please return the original item for a refund and place a new order.

9. EU Model Withdrawal Form

(For EU consumers only — complete and send to sac@trakkobrazil.com only if you wish to withdraw from the contract)

To Trakko Footwear LLC: I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods: Order number: _______________ Ordered on: _______________ / Received on: _______________ Name of consumer(s): _______________ Address of consumer(s): _______________ Date: _______________

10. Governing Law

This Policy is governed by the laws of the State of Florida, United States, without prejudice to any mandatory consumer protection rights you may have under the law of your country of residence, including the European Union Consumer Rights Directive where applicable.

11. Contact Us

For any questions about this Policy, please contact: Trakko Footwear — Customer Support Email: sac@trakkobrazil.com