Refund & Refund Policy

Last Updated: 14 September 2026

At Comfy Trail, every order is carefully checked and packed before dispatch. We want you to shop with confidence, while also maintaining strict hygiene standards for products that are personal in nature.

Please read the policy below before placing your order.

Eligibility

For eligible products, you may request a return, exchange, or refund within 7 days of receiving your order, subject to the conditions mentioned below.

To be eligible, the product must:

 
• Be unused and unworn.
 
• Be in its original condition.
 
• Have all original tags, labels, hygiene seals, and packaging intact, where applicable.
 
• Be accompanied by your Order ID or proof of purchase.
 
• Not show any signs of washing, damage, stains, odour, or use.

Please note that eligibility depends on the product category. Personal and intimate products are excluded from our standard return and exchange policy due to hygiene reasons.

Hygiene Policy

For the health, safety, and hygiene of our customers, personal and intimate products cannot be returned or exchanged once delivered, unless the product received is damaged, defective, or incorrect.

This includes:

 
• Lingerie
 
• Babydolls
 
• Bodysuits
 
• Panties
 
• Bralettes
 
• Nightwear
 
• Roleplay outfits
 
• Intimate accessories
 
• Other products identified as personal or intimate on the product page

We recommend checking the size chart, product measurements, product description, and product details carefully before placing your order.

Size changes and change of mind requests are not accepted for personal and intimate products.

Eligible Products

Products that are not classified as personal or intimate may be eligible for return, refund, or exchange within 7 days of delivery, provided they meet all eligibility conditions.

The applicable return or exchange option may vary depending on the product.

Please check the individual product page for any product specific conditions before ordering.

Damaged, Defective or Incorrect Products

Please inspect your order carefully when it arrives.

If you receive a product that is damaged, defective, or different from the product you ordered, please contact us within 48 hours of delivery.

360 Degree Unboxing Video

For a smooth and easy replacement or exchange process, we strongly recommend recording a complete 360 degree unboxing video.

The video should:

 
• Show the package from all sides before opening.
 
• Clearly show the shipping label.
 
• Show the complete package opening process.
 
• Clearly show the product received.

Please also share:

 
• Your Order ID
 
• Clear photographs of the outer packaging
 
• Clear photographs of the product
 
• Photos or videos clearly showing the damage, defect, or incorrect item
 
• A brief description of the issue

Please do not discard the original packaging or product until your request has been reviewed.

Once our team verifies the issue, we will arrange an appropriate resolution, which may include a replacement or exchange at no additional product cost, subject to availability.

Exchanges

Eligible non personal products may be exchanged within 7 days of delivery, subject to our eligibility conditions and stock availability.

Exchanges may be considered for:

 
• Incorrect size
 
• Wrong product received
 
• Damaged or defective product
 
• Other approved cases

If the requested replacement is unavailable, our team may offer an alternative product or another applicable resolution.

Personal and intimate products are not eligible for size exchanges or change of mind exchanges due to hygiene reasons.

Returns

Eligible non personal products may be returned within 7 days of delivery, provided they are unused, unworn, undamaged, and returned with their original packaging and tags.

Products that have been used, worn, washed, altered, damaged, or returned without required packaging may not be accepted.

Refunds

For eligible non personal products, approved refunds will be processed after the returned product has been received and successfully inspected.

If a refund is approved, it will be processed to the original payment method within 14 days of the return being approved, subject to applicable payment provider processing times.

Shipping charges paid at the time of purchase may be non refundable, unless the return is due to a verified damaged, defective, or incorrect product.

No refund will be provided for change of mind or incorrect size selection on personal and intimate products.

Sale and Promotional Products

Products purchased during sales, special promotions, or clearance offers may have specific return or exchange conditions.

Please check the terms mentioned on the relevant product or offer page before placing your order.

Personal and intimate products remain subject to our hygiene policy, regardless of whether they were purchased at full price or during a promotion.

How to Request a Return, Refund or Exchange

Step 1

Contact our customer support team within the applicable time period.

Step 2

Share your Order ID and the reason for your request.

Step 3

For damaged, defective, or incorrect products, share your 360 degree unboxing video and clear photographs or videos.

Step 4

Our team will review the request and confirm whether it is eligible.

Step 5

If approved, we will provide the next steps for return, exchange, replacement, or refund.

Contact Us

  WhatsApp: [Your WhatsApp Number]
  Email: [Your Support Email]
  Support Hours: Monday to Saturday, 10:00 AM to 6:00 PM

Important Note

A 360 degree unboxing video is highly recommended for every order. It helps us verify the condition of the package and product at the time of delivery and makes it easier for us to resolve genuine damaged, defective, or incorrect product claims.

Claims without sufficient evidence may require additional verification before a resolution can be provided.

Comfy Trail reserves the right to inspect and verify all return, exchange, refund, and replacement requests before approval.

Comfy Trail

Shop comfortably. Receive discreetly.