51 Eign GateHereford Herefordshire HR4 0AB
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Mountain Sports specialist retailer since 1986

51 Eign GateHereford Herefordshire HR4 0AB

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    Trekitt Returns Policy

    RETURNS

    We hope that you are perfectly happy with your order from Trekitt, but we understand that you may want to return your purchase. Our Hassle Free Anytime Returns Policy and Free UK Returns Postage make sending things back to us an absolute breeze; there is no time limit, no hassle and no worries.

    All refunds will be made to the original method of payment and we aim to process them as quickly as possible. However, during busy periods this may take up to 5-7 working days.

    If you paid for your order through PayPal, your account will be refunded within 5-7 working days upon receipt of your return. If you cancel your order before we have dispatched it, you will get an automatic refund to your PayPal account.

    If your item is over 20kg and/or is larger 60cm (L) x (45cm (W) x 45cm (D) then you will need to contact us and we will arrange the rest. If you need to contact us directly concerning your return, please email us at support@trekitt.co.uk

    We regret to inform you that we cannot be held responsible for returned goods that become lost in transit. We therefore strongly recommend that you use a recorded/insured delivery service and keep a record of this.

    NON UK POSTAGE RETURNS

    We do not offer free returns postage outside the UK so please exercise common sense when returning items to us. Ensure the service you use corresponds to the size/weight/value of the item. Depending on the nature of your return we may reimburse you for the cost of postage at our discretion.

    IN SHOP RETURNS

    You can also return or exchange Goods at the Trekitt shop but must present the sales invoice supplied by us in respect of such Goods as proof of purchase. If you choose to receive a refund the Trekitt shop will refund the price of the Goods (excluding delivery charge) as shown on this sales invoice to the original method of payment. Alternatively, you may exchange product(s) for Goods of an equal or higher value for which you will receive a new receipt.

    ALL RETURNS MUST BE IN ORIGINAL CONDITION

    • Items must be new and unused as you received them.
    • Items must have their original labels and tags.
    • Items must be in their original boxes/packaging as supplied by the manufacturer and placed within a protective postal bag or box (this is particularly important for footwear)
    • Items must be complete with all spare parts, instructions and components.

    YOUR RETURNS OPTIONS

    I JUST DON’T WANT WHAT I ORDERED or IT’S NOT WHAT I ORDERED:

    • Fill out the returns form on the reverse of your delivery note and place in your postal bag.
    • Go to www.royalmail.com/track-my-return/create/814
    • Produce your pre-paid returns label.
    • Print out your label and attach to your parcel. 
    • This service is not available outside of the UK

    If you have a query regarding your return, then contact us directly by emailing our Returns Department at support@trekitt.co.uk

    I WANT TO EXCHANGE:

    • Complete a new order online for the different item
    • Return the unwanted goods for a full refund (as above)

    This is by far the most efficient and fastest way to receive the goods you require.

    WARRANTY RETURNS

    Items should be returned in a clean and dry condition and be free from mud and dirt. We regret to inform you that we are unable to process items that do not meet with these criteria and we will return these items to you.

    I THINK IT’S FAULTY:

    Please note that we may need to send the item to the original supplier or an independent and fully certified testing company to seek a professional assessment; this process can take up to four weeks.

    CHECKLIST FOR ALL RETURNS/REFUNDS:

    It is really important that the we get all the information required so that we can efficiently deal with your return.

    • Are your items clean and free from dirt?
    • Have you placed your item inside protective packaging? (Footwear still need a protective postal bag).
    • Have you fully completed your Returns Form and placed it inside the parcel?
    • Have you sourced the correct postage label and secured to the outside of the package?

     

    TREKITT COMMON SENSE 3 YEAR GUARANTEE

    We love this business and take a lot of time personally selecting the products we sell. We are confident that the kit we select is the best currently available, because of this we offer our Trekitt Common Sense 3 year guarantee on every product we sell.

    Put simply - if within 3 years a manufacturing fault develops in the materials or workmanship of a product that we sold you, we will sort it out.

    We cannot make any decisions without seeing the item so please email a photo of the fault with a full description to support@trekitt.co.uk and one of our dedicated team will be in touch ASAP. If it is deemed necessary for you to return the item to Trekitt we will pay all the postage costs (UK only).  Should the item be found faulty we aim to reach a fair and agreed solution, which may be a refund, replacement or a professional repair. Please note that we may need to send the item to the original supplier or an independent and fully certified testing company to seek a professional assessment; this process can take up to four weeks. 

    The "common sense" bit.  Please don't send us kit that has obviously been used and abused and is completely worn out, and then expect us to replace it. Stuff does wear out, it’s a fact of life, however if you feel that your purchase is genuinely faulty please get in touch with us.

    THIS BIT IS IMPORTANT! - Items must be returned in a clean and dry condition and be free from mud and dirt. Items that do not meet these criteria will be sent back to you.

     

    EU Consumer Rights Directive (CRD) Right to Cancel

    If you wish to exercise your right to cancel your order under the CRD - you will need to inform us in writing within 14 days for unwanted goods and 30 days for faulty/damaged goods. You can do this by letter, email, or by returning the goods with a completed returns form; contact us at support@trekitt.co.uk and we will email you a pre-paid returns label PDF which you can print out and attach to your parcel; alternatively we can send you one by post.

    Outward Postage charges will be reimbursed in the case of faulty or incorrectly supplied items, or an order cancelled under the DSRs.

    We will not charge a restocking fee for returned items.

       

    Trekitt is Top Class - The products they carry and competitive pricing reflect their mindset to help provide only the best gear available to anyone with a passion for being outdoors the ability to obtain the life enhancing experiences we all gain from being in such wild places. It's very refreshing to have found Trekitt as a reliable source for adding articles to my kit.

    Customer service was a delight and I felt they were willing to help however possible to accommodate my needs. Delivery times are exceptional to North America. The experience shopping here made me feel I was dealing completely with like minded individuals that share a passion for something that's sometimes hard to put into words. Thank You to everyone at Trekitt for providing outstanding services and products.

    Jody E  •   20th Jan.

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