I bought a climbing harness from TrekInn on 25 April 2025. The total for the order was £41.49 plus £7.50 postage. The parcel had an ETA of May 5. On May 6 I received notification from Royal Mail saying that the parcel had been returned to sender as the address on the parcel 'did not exist'. I checked my account settings on TrekInn and confirmed that my address was correct. So, if there was an error, it was not mine. I then contacted TrekInn to notify them of what had happened. They have told me that they will only refund my money when the parcel is received back at their depot. I pointed out that this is ridiculous, given that I never received the parcel and that it is clear from the tracking that the parcel is on its way back to TrekInn. They have told me repeatedly that this it their policy and they can't break their policies. I keep asking them what happens if they do not receive the parcel back at the depot. They keep ignoring me. As my refund seems predicated on TrekInn receiving the goods I am extremely concerned. What if it is one of their unbreakable policies to simply NOT refund me? Surely, if something is lost in the post and is not the fault of the customer, the seller has to refund the customer's money? Won't be buying from them again as it is too much of a risk.