We hope you are happy with your purchase from Redwhitetrail. If an item does not meet your expectations, eligible products may be returned or exchanged in accordance with the conditions outlined below.
Please review this policy carefully before requesting a cancellation, return, exchange, or refund.
Cancellation
Orders may be canceled within 3 days of being placed, provided the order has not yet entered production or been shipped.
If your cancellation request is accepted, a full refund will be returned to your original payment method.
Once an order has entered production, processing, or shipment, we may no longer be able to cancel it.
If you would like to cancel an order, please contact us as soon as possible at service@redwhitetrail.com.
Returns & Exchanges
Eligible return or exchange requests must be submitted within 14 calendar days after receiving your order.
Before sending any item back, please contact our customer service team at service@redwhitetrail.com to obtain the appropriate return instructions and confirm the correct return address.
Returns sent without prior authorization may not be accepted.
Returns for Personal Reasons
If you wish to return an item because you ordered the wrong product, selected an incorrect size or color, changed your mind, or simply no longer want the product, the item must generally remain unused, unworn, unwashed, undamaged, unaltered, and in its original condition.
Original packaging and accessories should also be included where applicable.
For returns made for personal reasons, the customer is responsible for the return shipping cost and any other expenses associated with returning the product.
Damaged, Defective, Incorrect, or Missing Items
If your order arrives damaged, defective, broken, incorrect, contains the wrong size or color due to an error on our part, or an item is missing, please contact us at service@redwhitetrail.com as soon as possible.
Please provide your order number, a brief description of the issue, and clear photos or videos of the product and packaging where applicable.
Once the issue has been reviewed and confirmed as an error on our part, we will provide an appropriate solution, which may include a replacement or refund.
If a return is required because of an error caused by us, you will not be responsible for the applicable return shipping cost.
Non-Returnable or Non-Refundable Items
A return or refund may not be available if the request is submitted more than 14 calendar days after delivery, or if an item returned for personal reasons has been worn, washed, used, damaged, altered, or is otherwise no longer in its original condition.
Returns may also be declined where, reasonably required original packaging or accessories are missing, where a personalized or custom-made item is returned for reasons unrelated to a defect or an error on our part, where delivery has been refused without a valid reason, or where delivery cannot be completed because incorrect, incomplete, or invalid shipping information was provided by the customer, subject to the circumstances and applicable law.
Proof of purchase may also be required where reasonably necessary to verify the order.
Please do not return products directly to the manufacturer.
Custom and Personalized Items
Custom-made and personalized products are generally not eligible for return or exchange for personal reasons.
However, if a customized or personalized product arrives damaged, defective, or incorrect due to an error on our part, please contact our customer service team so we can review the issue and provide an appropriate solution.
How to Request a Return or Exchange
To request a return or exchange, contact service@redwhitetrail.com within 14 calendar days of receiving your order.
Please provide your order number and explain the reason for your request. If the item is damaged, defective, incorrect, or missing, please also provide clear photos or videos where applicable.
Wait for our customer service team to provide the appropriate return instructions and confirm the correct return address before sending anything back.
If a return is required, securely package the item and send it to the address provided or confirmed by our customer service team. Where applicable, please provide the return tracking number after shipment.
Please do not send any return without contacting us first.
Return Shipping Costs
If a return is necessary because you received a damaged, defective, or incorrect item due to an error on our part, we will cover the applicable return shipping cost.
If the return is requested for personal reasons, including changing your mind, ordering the wrong product, or selecting the wrong size or color, the customer is responsible for the return shipping cost.
Return shipping charges will depend on the carrier and shipping service selected by the customer.
We recommend using a trackable shipping method when returning an item.
Return Processing Time
After your returned package has been received and inspected, eligible returns, exchanges, or refunds are normally processed within 5–7 business days.
We will notify you by email once your return has been reviewed and processed.
Refunds
If your refund is approved, the amount will be returned to your original payment method.
After we issue the refund, additional processing time may be required by your bank, credit card provider, or other payment service provider before the funds appear in your account.
Depending on the payment provider, this process may take up to 20 working days in some cases.
Delayed or Missing Refunds
If an approved refund has not yet appeared in your account, please first check your bank or payment account again and contact your credit card company, bank, or payment provider, as additional processing time may be required.
If you have completed these steps and still have not received your refund, please contact us at service@redwhitetrail.com.
Exchanges
Eligible exchanges are subject to the same 14-day request period and general eligibility requirements as returns.
If you wish to exchange an item, please contact us before sending the product back.
Replacement availability depends on current stock and cannot be guaranteed.
If an exchange is required because we sent an incorrect or defective item, we will provide an appropriate replacement without charging additional applicable shipping costs.
Return Address
Return Address:
Xiaobaiju Supply Chain
4th Floor, Building B, Kesui Jingu
No. 1 Dongfeng West Road, Dali Village
Qingxi Town, Dongguan, Guangdong, China
Important: Please contact our customer service team before returning any item. The correct return address may vary depending on the specific order or product.
Returns sent to an unauthorized or incorrect address may not be accepted.
Contact Us
If you have questions about returns, exchanges, cancellations, or refunds, please contact:
Email: service@redwhitetrail.com