We make every effort to ensure that your Home Delivery order is carefully despatched to you and we hope that you are happy with your purchase.
However should you need to return goods to us, please ensure that your items are returned to us within 15 days of receiving them and they are undamaged and in their original packaging and condition with all tags attached.
Ensure also that you include any additional gift items that may have been added with our Trailback, these must also be returned undamaged and within their original packaging.
Please be aware that any Christmas items will have an extended period for return.
These must be returned no later than 14thJanuary.
Ensure you fill out the returns form included in your parcel to tell us whether you would like an exchange or a refund.
Please include this with your package.
For all UK mainland orders, please contact us at firstname.lastname@example.org for a postage paid returns label which will be emailed to you. Print the returns label and affix this to your package.
If you do not have a printer, please let us know and we will arrange to post to you a returns label as soon as possible.
Free returns and exchanges will only be offered to UK mainland customers.
For overeseas customers please contact us for delivery charges and returns.
Paypal will assist with the cost of returns where their terms and conditions are met.
Your items will be returned to the following address, please check this is on your returns label prior to sending:
Liskey Hill Crescent
Please ensure that you keep safe the proof of postage receipt until your package is received at our warehouse.
Your responsibility and our liability:
Please be aware that whilst you are deciding whether to retain your purchase, you do have a statutory duty to take reasonable care of our goods and they remain your responsibility until they arrive safe and sound at our warehouse.
You can receive a full refund assuming you send the item and its original packaging back in perfect condition along with tags and labels attached
and your original receipt. You will receive a refund in full by the same method as you paid. The refund will exclude your original postage costs.
We reserve the right to inspect all goods that are returned to us, so please do not damage the goods or the packaging whilst you inspect them or try them on for size. Please ensure also that the product is not tested outside under any circumstances.
Once we have received the product(s) in their original packaging, a refund will be credited to the payment card account within 14 days. Please note that it may take up to 14 days for your bank to credit your account. In these circumstances, we cannot take responsibility for any bank charges that you may incur.
Please be aware that we do not accept liability for any goods that do not reach our warehouse after posting.
It is therefore advised that you retain the proof of postage on any goods returned.
In the event that damage has been caused to the product, we reserve the right to refuse a refund or exchange.
Where goods are returned not in their original packaging or where packaging has become damaged, we reserve the right to refund you in full, less any deductions due by way of compensation for any damage that may have been caused. In the event that substantial damage has been caused then we reserve the right to refuse a refund or exchange.
Faulty or damaged goods
If you make a purchase online, but find when you receive your purchase it is either faulty or damaged, then you have from the date of receipt up to 15 days to reject the goods and return it to our warehouse to receive a full refund.
In these circumstances we will pay for any postage costs incurred by you upon receipt of the faulty goods.
Returning goods outside of the returns period
If you return your purchase by post after the periods outlined above, (with the exception of faulty or damaged goods) we reserve the right not to offer you a refund in full.
Trailback consider the return period of 15 days sufficient for customers to inspect the items for any faults and thus to accept them.
Should your items become faulty once the return period has elapsed and the items are within the one year warranty period, we will either repair or replace the items, at our discretion.
Discrepancies with your order
If there are any discrepancies with your order, you must notify us as soon as possible. If you have been shipped the incorrect goods then please do accept our apologies. Please follow the Exchange & Returns Procedure and on receipt of your order, we will offer an exchange or refund.
Any replacements will be sent to you at no extra cost to yourself. Please allow up to 14 days for your refund to be processed.
Proof of Purchase
No refund or exchange will be given without a receipt, dispatch note or other proof of purchase.
Refunds and exchanges will only be available to the original purchaser and is not transferable.
Your Statutory Rights
If you are a UK or EU customer, in addition to our Returns or Exchange Procedure, you have fourteen 14 days (beginning the day after receipt of the goods) to cancel your purchase order under the Distance Selling Regulations.
These legal rights do not apply to non-EU customers.
Our refund policy does not in any way affect your statutory rights in respect of faulty or damaged goods.