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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  • Hassle-free anytime returns policy

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    Trekitt Hassle Free Anytime Returns

    Returns PDF link

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    Returns policy

    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 please contact us at support@trekitt.co.uk and we'll take care of things. We will arrange for our couriers, DPD Local, to send you a pre-paid PDF postage label that you can print off and attach to the outside of your parcel. The email will also contain a link to your local “DPD Pickup Shops” where you’ll need to drop off your parcel to be returned.

    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. If you are not using our free postal services 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.

    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 (or download one from the link at the top of this page) and enclose with your item
    • Go to the bottom of this page and enter your web order I.D where prompted.
    • Select the item(s) to be returned.
    • Produce your pre-paid returns label.
    • Print out your label and attach to your parcel.
    • Take the parcel to the Post Office
    • This service is not available outside of the UK
    • If you have a query regarding your return, then contact us 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 or I THINK IT’S FAULTY:

    Warranty claim returns can be sent back using the steps above. If you cannot find your original order number please contact us at support@trekitt.co.uk

    It’s really helpful if you can send us a photo and full description of the problem to support@trekitt.co.uk prior to sending the item back.

    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.

    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.

    CHECKLIST FOR ALL RETURNS/REFUNDS:

    To ensure your return goes as smoothly as possible please go through this checklist before you send anything back to us. If you can answer YES to the relevant questions, then it’s good to go!

    • Are your unused Items in a new and re-saleable condition, just as you received them?
    • Have your unused items still got all their original labels and tags?
    • Do your unused items still have the original boxes/packaging as supplied by the manufacturer?
    • Have you used a protective postal bag/box/wrapping (this is particularly important for all footwear)
    • Is your unused item complete, with all spare parts, instructions, and components?
    • Is the item you are returning clean and free from dirt?
    • 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.

     

    Due to upgrading our internal systems you might find you cannot recall your order using the below feature. If so, don't worry, just go old-school and use the following link to print your returns label Print Returns Label

     

       

    Great deals and first class customer service; really nice people, too. Fun website - the few typos are easily forgiven as you can tell that they are passionate about outdoor gear, and the product descriptions are honest e.g. "Not the most technical item but one you will keep coming back to" sort of thing. Keep up the good work!

    Mark Robinson  •   30th Jun.

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