Terms of Service

What Trail Forge undertakes to do: make the site available for lawful use by customers, and give notice where maintenance or security work requires it to be withdrawn.

What the customer undertakes to do: use the site lawfully, refrain from scraping it or probing it for vulnerabilities, and avoid any activity that degrades the service for others.

Where fraud or repeated misuse is identified, access can be withdrawn and orders submitted by script can be cancelled.

What the customer can expect: any suspension is explained, and credentials issued to a customer are treated as confidential and should be reported if they may have been obtained by someone else.

Where any part of these terms is not accepted, the site should not be used, and questions about an individual clause may be raised before an order is placed.

The site is provided on an as-available basis, and routine maintenance is scheduled to minimise disruption to customers in other time zones.

What Trail Forge undertakes to do: treat each order as an offer, confirm dispatch before treating it as binding, and refund in full where an order is cancelled after payment.

What the customer undertakes to do: check the order confirmation and report any error promptly, since an order can be amended while it remains in the packing queue.

An order may be declined where an item is out of stock, payment cannot be verified, the delivery address is incomplete, or fraud is suspected, and a reason is given in each case.

What the customer can expect: the dispatch email is the point at which the contract is complete, and any difference in price arising from an amendment is refunded or charged before dispatch.

Stock is held in limited quantities, so the product page is the only dependable guide to what is available at any moment.

What Trail Forge undertakes to do: show the price and any tax clearly at checkout, charge only the confirmed amount, and store no card details.

What the customer undertakes to do: provide a payment method they are authorised to use, and check the confirmed amount before submitting the order.

Prices are shown in US dollars and may change without notice, but the price confirmed on the order email applies to that order. Sales tax is calculated from the delivery address.

What the customer can expect: no surcharge is applied for paying by card, and no discount is offered for any particular method.

Where a price was displayed incorrectly because of a fault, the customer is contacted before dispatch and may proceed at the corrected price or withdraw for a full refund.

Where a promotion has been applied, the discounted figure is displayed before the order is confirmed and is the figure used for any subsequent refund.

What Trail Forge undertakes to do: hand the parcel to the carrier within the stated dispatch target, and pursue any loss or damage claim on the customer's behalf.

What the customer undertakes to do: provide a complete and accurate delivery address, and ensure someone is able to receive the parcel.

Delivery dates are estimates rather than guarantees, and Trail Forge is not responsible for delays caused by the carrier, severe weather or an incomplete address.

What the customer can expect: risk passes on delivery, and where a parcel is lost or damaged in transit a replacement or refund is offered once the claim is settled.

A delivery that fails because the address was wrong leaves the cost of retrieval and re-dispatch with the customer, unless the error was Trail Forge's.

Where the carrier offers a delivery window or collection point, that arrangement sits between the customer and the carrier once the parcel is in the carrier's network.

What Trail Forge undertakes to do: accept returns within the window set out in the Return Policy, and refund to the original payment method within seven calendar days of inspection.

What the customer undertakes to do: return items unused and complete, and request a return before posting anything.

The Return Policy forms part of these terms and contains the detail on eligibility, exclusions, carriage and timing.

What the customer can expect: where these terms and the Return Policy differ on a returns matter, the Return Policy is the more specific text and prevails.

No entitlement that the law does not permit to be waived is affected by anything written here.

Where the original card has expired, write to support@elowenonline.shop once the bank confirms the closure, and an alternative arrangement will be made.

Returned items remain the customer's responsibility until they reach Trail Forge, which is why a tracked service is recommended for anything of value.

What Trail Forge undertakes to do: publish care and safety guidance for each product, and correct any listing where the guidance is found to be wrong.

What the customer undertakes to do: follow that guidance, and contact Trail Forge before use where the instructions supplied appear to conflict with the product page.

Outdoor equipment should be used only for the purpose described on the product page and within the limits stated by the manufacturer. Inspect load-bearing items before every trip, retire anything showing corrosion, fraying or deformation, and never modify climbing or load-rated hardware.

What the customer can expect: where an item is supplied with a manufacturer's warranty, that warranty runs alongside these terms rather than replacing them.

Damage arising from misuse, from disregarding care instructions, or from altering an item beyond its intended purpose is not covered by the Return Policy or by any warranty.

Where an item arrives without instructions, or the instructions appear wrong for the item, contact Trail Forge before use so that the correct guidance can be confirmed.

Care guidance is published for the customer's benefit, and following it protects both the item and, where relevant, the person using it.

What Trail Forge undertakes to do: use only its own material or material it is licensed to use, and act promptly where a genuine rights complaint is raised.

What the customer undertakes to do: refrain from copying, reproducing or reusing site content without written permission.

The text, photography, graphics, page layout and the Trail Forge name are owned by Trail Forge or used under licence.

What the customer can expect: linking to a product page and quoting a short extract in a review is permitted, and images are usually supplied for genuine editorial use on request.

Third-party names and marks remain the property of their owners, and nothing on the site grants a licence to use them.

A request to use Trail Forge photography for editorial purposes is usually granted, provided the images are not altered and the source is credited.

Using the Trail Forge name or photography in a way that suggests endorsement of another business is not permitted.

What Trail Forge undertakes to do: treat a routine verification step as a check rather than an accusation, and explain the reason for any account suspension.

What the customer undertakes to do: refrain from submitting unlawful, abusive or misleading content, using another person's payment details, or interfering with the security or availability of the service.

Equally prohibited is placing orders without any intention of paying, or using the returns process repeatedly as a de facto borrowing arrangement.

What the customer can expect: where a payment is reversed without contact, an alternative payment method may be required on future orders while the matter is resolved.

Fraudulent payment activity may be reported to the relevant authorities.

An order that appears unusual may be subject to additional verification, which is a routine check rather than an allegation and is released once the details match.

What Trail Forge undertakes to do: accept responsibility for its own failures to the extent the law requires, and not to rely on this section to avoid a genuine complaint.

What the customer can expect: liability for any claim connected with an order is limited to the amount actually paid for that order.

Nothing in this section excludes responsibility for death or personal injury caused by negligence, or for fraud, and nothing removes a statutory right that cannot be waived.

If a product damages property, what follows depends on whether it was used as intended and on any warranty from the maker; the available routes are set out once the facts are clear.

No period within which a claim may be brought is shortened by anything in these terms.

Where a genuine complaint is raised, the customer is not discouraged from pursuing it by anything in this section.

What Trail Forge undertakes to do: publish the current version of these terms on this page, record the date of the latest revision, and retain earlier versions.

What the customer can expect: an amendment is not applied retrospectively to an order already placed, and the terms in force at the time of purchase continue to govern that purchase.

Where a change materially reduces a customer's rights, that fact is stated at the top of the page rather than left to be discovered in the text.

An amendment compelled by legislation applies from the date the statute demands, not from the day it appears on this page.

Earlier versions may be requested by quoting the order reference.

An amendment compelled by legislation applies from the date the statute demands, not from the day it appears on this page.

Where a change materially reduces a customer's rights, that fact is stated at the top of the page rather than left to be discovered in the body text.

What Trail Forge undertakes to do: attempt to resolve any disagreement by correspondence before any formal step is taken.

These terms are governed by the law of the United States and of the state in which Trail Forge's registered office is located, disregarding conflict-of-law rules.

Where a disagreement cannot be resolved by correspondence, both sides agree to try mediation before proceedings are issued.

What the customer can expect: the courts of that state have exclusive jurisdiction, but nothing prevents a consumer from using a consumer-protection body or small-claims procedure available locally.

Local consumer protections continue to operate in parallel with this clause and are not displaced by the choice of governing law.

Before any formal step, write to Trail Forge with the order reference and a description of the problem, since most disagreements are resolved at that stage.

Statutory protections in the customer's own state or country remain in force and sit alongside the law chosen here.

What Trail Forge undertakes to do: provide a direct contact route, answer within one working day, and confirm outcomes in writing.

Write to support@elowenonline.shop, quoting the order reference for anything relating to a purchase. Legal correspondence should be clearly marked so that it reaches the appropriate person.

What the customer can expect: any clause that appears unclear will be discussed rather than left unresolved.

Correspondence about a formal complaint or a data request is logged and answered in writing, so both parties hold a record of what was said.

Where a message covers more than one subject, it is answered in a single reply addressing each point rather than in several responses.

Where it is unclear which address to use, send the message to the address above and it will be routed internally rather than leaving the customer to guess.

Where a message concerns more than one subject it is answered in a single reply, so nothing is lost between threads.