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Trekitt 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. We offer a 90 days return period from the date of purchase, and endeavour to process all returns within 48 hours of receipt.

We do not offer a free returns service. Therefore, all customers are responsible for any postage costs when returning any goods (excluding warranty returns).

For your convenience, follow here to the Royal Mail Returns Portal to arrange return postage for your items. This is not a Trekitt operated service.

The Trekitt Returns Policy Includes...
A 90 day return period and the Trekitt 2-year Common Sense Guarantee.

Exemptions
PPE (Facemasks, Climbing Equipment etc. ), Food Goods, Accessory Cord, Socks & Underwear can only be returned if they have not been worn and/or removed from their original packaging with all swing tags still attached. If there is any sign or possibility that the goods have been used, tampered with or contaminated in any way, then we cannot accept a return on the grounds of consumer safety. Zips are typically not covered under a manufacturer's warranty.

The above does not affect the Consumer Contract Regulations. Click here to read more.

Download Returns PDF
I want to return/exchange an online order
I want to return an unwanted item I want to return a faulty item under warranty I want to Exchange an item
Post it back to us Bring it back to us

To return an item to us, you must first:

  • Ensure the item is unused and in its original condition (including all label, tags and Boxes)
  • Download, fill in and include a copy of our Returns Form.
  • Appropriately package your item in protective packaging, failure to do so will invalidate your rights to a full refund or return (including footwear boxes which can be damaged in transit/customer care if not protected)

Trekitt Returns,
Unit 5 - 6 Parkwood Court,
Rotherwas,
Hereford,
HR2 6NU

Please ensure the service you use corresponds to the size/weight/value of the item. We regret to inform you that we cannot be held responsible for returned goods that become lost or damaged in transit. We therefore strongly recommend that you use a recorded/insured delivery service and keep a record of this and track your item. Once it has arrived at our warehouse, please wait the advised 48 hours for your refund which you will be notified of with a refund receipt sent to your account email. If you have not heard anything after this then please reach out to our Customer Support Team [email protected].

You can also return internet purchases at the Trekitt Service Centre in Hereford. To speed things along, please bring the Sales Invoice we sent via email as proof of purchase.

If you choose to receive a refund, this will be processed separately by our Customer Support Team.

You may exchange product(s) at the shop for Goods of an equal or higher value for which you will receive a new receipt.

Please note:
PPE (Facemasks, Climbing Equipment), Food Goods, Socks & Underwear can only be returned if everything is exactly as it was received. Packaging and labelling must be intact, and underwear must be unworn. If there is any sign or possibility that the goods have been used, tampered with, or contaminated in any way then we regret that we are unable to accept a return on the grounds of consumer safety.

This does not affect Consumer Contract Regulations.

Post it back to us Bring it back to us

If you feel that your item is defective/broken/faulty and it is still under warranty, please contact our Customer Support team ([email protected]) with as much information as possible with regards to the fault, including photos if applicable.

In return, they will supply you with a Returns Authorisation Number (RAN), a Returns Form and a FREE postage label. Please complete the returns form with as much detail as possible and include it with your item.

Download our Returns Form.

Trekitt Returns,
Unit 5 - 6 Parkwood Court,
Rotherwas,
Hereford,
HR2 6NU

We cannot make any decisions before inspecting any claim. Should the item be found genuinely faulty, we aim to reach a fair and agreed solution, which may be a refund, a replacement or a professional repair.

Please note: We may need to send items to the original supplier, or a fully certified testing company. This process can take up to four weeks or longer during busy periods.

THIS BIT IS IMPORTANT! - To ensure your Warranty Return goes smoothly, please ensure all items are in a clean, dry condition and free from dirt. Any items that do not meet the above criteria will be sent back to you for health and hygiene purposes or you may be contacted asking if you would like us to clean it for you, where a cleaning charge will be applied with a minimum charge of £25.00.

Failure to follow the Warranty Returns procedure may significantly affect our ability to process your return and cause a delay in issuing your refund/replacement/repair.

You can also return internet purchases at the Trekitt Service Centre in Hereford. To speed things along, please bring the Sales Invoice we sent via email as proof of purchase.

If you choose to receive a refund, this will be processed separately by our Customer Support Team.

You may exchange product(s) at the shop for Goods of an equal or higher value for which you will receive a new receipt.

Online Bring it back to us

We do not offer exchanges. Instead we ask you kindly to complete a new order for the desired replacement and return the unwanted Good(s) for a refund. We acknowledge that this might seem more complicated, we can assure you it is by far the most efficient and fastest way to ensure that you receive the goods you require.

Any returns sent back requesting an exchange will be refunded in line with our returns process.

You can exchange internet purchases at the Trekitt Service Centre in Hereford, to speed things along please remember to present the sales invoice supplied by us in respect of such Goods as proof of purchase. You may exchange product(s) at the shop for Goods of an equal or higher value for which you will receive a new receipt.

Book an appointment
When will I receive my refund?
I paid by card I paid using PayPal

Once our Returns Team has processed your refund, you will receive a new e-receipt showing the returned item(s). After this you should expect to see your funds back in your account within 3 to 5 working days, depending on how your card provider processes refunds.

Refunds can only be made to the original payment method and are normally processed within 2 working days, however, during busy periods they can take up to 7 days.

Once our Returns Team has processed your refund, you will receive a new e-receipt showing the returned item(s). After this you should expect to see your funds back in your PayPal account that same day.

Refunds can only be made to the original payment method and are normally processed within 48 hours, however, during busy periods they can take up to 7 days.

What is the Trekitt 2-year Common Sense Guarantee?

We love this business and take great care personally selecting the products we sell. We are confident that the kit we have chosen is the best currently available.

That is why we offer our Trekitt Common Sense 2-year guarantee on every product we sell!

Therefore, if within 2-years a manufacturing fault develops in the materials or construction of a product that we have sold you, we guarantee to sort it out. We aim to reach a fair and agreed solution, which may be a refund, replacement or a professional repair.

The "common sense" bit. Please don't send us kit that has 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 at [email protected]

Please note:
PPE (Facemasks, Climbing Equipment), Food Goods, Socks & Underwear can only be returned if everything is exactly as it was received. Packaging and labelling must be intact, and underwear must be unworn. If there is any sign or possibility that the goods have been used, tampered with, or contaminated in any way then we regret that we are unable to accept a return on the grounds of consumer safety.

This does not affect Consumer Contract Regulations.

What does "90 Day Returns Period" mean?

We offer an 90 Day returns period provided the items are returned in the original condition that you received them, including all labels and packaging intact.

Please note:
PPE (Facemasks, Climbing Equipment), Food Goods, Socks & Underwear can only be returned if everything is exactly as it was received. Packaging and labelling must be intact, and underwear must be unworn. If there is any sign or possibility that the goods have been used, tampered with, or contaminated in any way then we regret that we are unable to accept a return on the grounds of consumer safety.

This does not affect Consumer Contract Regulations.

Consumer Contract Regulations (CCR)

What are the Consumer Contract Regulations?

Under the "Consumer Contract Regulations, you have the right to cancel an order for goods made at a distance. These rights start from the moment you place your order and ends 14 days from the day you receive your goods.

Your right to cancel

Your right to cancel an order for goods starts the moment you place your order and ends 14 days from the day you receive your goods.

This 14 day period is the time you have to decide whether to cancel, you then have a further 14 days to actually send the goods back.

Your Right to a Refund under CCR

You may get a refund within 14 days of either, the trader getting the goods back, or you providing evidence of having returned the goods (for example, a proof of postage receipt from the post office), whichever is the sooner.

A deduction can be made if the value of the goods has been reduced as a result of you handling the goods more than was necessary. The extent to which you can handle the goods is the same as it would be if you were assessing them in a shop.

Refunding the cost of delivery

The trader has to refund the basic delivery cost of getting the goods to you in the first place, so if you opted for enhanced service e.g. guaranteed next day, it only has to refund the basic cost.

Exemptions

There are some circumstances where the Consumer Contracts Regulations does not give you a right to cancel. These include CDs, DVDs or software if you've broken the seal on the wrapping, perishable items and tailor-made or personalised items. They also include goods with a seal for health protection and hygiene reasons that have been broken or tampered with, e.g. Climbing Equipment and PPE.

My goods are broken

If you feel that your item is defective/broken/faulty and it is still under warranty, please contact our Customer Support team([email protected])with as much information as possible with regards to the fault, including photos if applicable.

We want to reduce our impact on the environment as much as possible, the first step for this is reducing our waste. Therefore, please note that we will always offer a professional repair in the first instance; if the product can be repaired.

This may involve your product being sent back to our suppliers or to a professional repair company. Please note that due to varied procedures, warranty claims and repairs can take between 2 and 4 weeks to be concluded

Consumer Contract Regulations (CCR)

What are the Consumer Contract Regulations?

Under the "Consumer Contract Regulations, you have the right to cancel an order for goods made at a distance. These rights start from the moment you place your order and ends 14 days from the day you receive your goods.

Your right to cancel

Your right to cancel an order for goods starts the moment you place your order and ends 14 days from the day you receive your goods.

This 14 day period is the time you have to decide whether to cancel, you then have a further 14 days to actually send the goods back.

Your Right to a Refund under CCR

You may get a refund within 14 days of either, the trader getting the goods back, or you providing evidence of having returned the goods (for example, a proof of postage receipt from the post office), whichever is the sooner.

A deduction can be made if the value of the goods has been reduced as a result of you handling the goods more than was necessary. The extent to which you can handle the goods is the same as it would be if you were assessing them in a shop.

Refunding the cost of delivery

The trader has to refund the basic delivery cost of getting the goods to you in the first place, so if you opted for enhanced service e.g. guaranteed next day, it only has to refund the basic cost.

Exemptions

There are some circumstances where the Consumer Contracts Regulations does not give you a right to cancel. These include CDs, DVDs or software if you've broken the seal on the wrapping, perishable items and tailor-made or personalised items. They also include goods with a seal for health protection and hygiene reasons that have been broken or tampered with, e.g. Climbing Equipment and PPE.