Returns

We hope that you are perfectly happy with your order from Trekitt, but we understand that you may want to return your purchase. EASY ANYTIME RETURNS – we offer an unlimited returns period and endeavour to process all returns within 48 hours of receipt. 

How to return an item

To return an item(s) please complete a Returns Form and place it inside your parcel and post it to:

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 in transit. We therefore strongly recommend that you use a recorded/insured delivery service and keep a record of this.

  • Print off and fill in the Returns Form, found via the link on this page
  • Make sure your item is adequately packaged and includes the completed Returns Form. (Original packaging such as footwear boxes still need protective packaging. Failure to do so will invalidate your rights to a full refund or return).
  • Post the item(s) back to us using a suitable service.
  • A refund for the goods (excluding shipping costs) will be issued once the return is processed at our warehouse.

You can also return internet purchases at the Trekitt shop 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. If you choose to receive a refund it 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.

How to do a quick and easy exchange

To exchange an item, complete a new order for the desired replacement and return the unwanted Good(s) for a refund.

Whilst we acknowledge that this is technically not an exchange service - it is by far the most efficient and fastest way to ensure that you receive the goods you require.

You can also exchange internet purchases at the Trekitt shop 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.

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 guarantee to sort it out. Our aim is 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 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 at support@trekitt.co.uk

Warranty Returns (Faulty or Damaged Items)

If you feel that your item is defective/broken/faulty and it is still under warranty, please contact our Customer Support team (support@trekitt.co.uk) 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.

We cannot make any decisions prior to 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 that we may need to send the item to the original supplier or a fully certified testing company to seek an independent and professional assessment; this process can take up to four weeks.

THIS BIT IS IMPORTANT! - Items must be returned in a clean and dry condition and be free from dirt; unclean items will be sent back to you. Failure to follow the Warranty Returns procedure may significantly affect our ability to process your return and cause delay in issuing your refund/replacement/repair.

UK Returns Summary
  • We offer an unlimited returns period provided the items are returned in the original condition that you received them, including all labels and packaging intact.
  • To exchange an item, complete a new order for the desired replacement and return the unwanted Good(s) for a refund.
  • 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.
  • You must provide a completed Returns Form to allow us to process the return.
  • You must obtain a Returns Authorisation Number to return items under warranty.
  • When returning any item under warranty please make sure all items of clothing, footwear or equipment have been thoroughly cleaned. Dirty or soiled items will be sent back to you.
  • We cannot accept returns on socks & underwear.
  • We also cannot accept returns for any climbing equipment (PPE) if it was purchased in the shop, however, if purchased online this does not affect your "right to cancel" in accordance with EU Consumer Rights Directive (CRD) Right to Cancel.
  • We cannot offer a refund without proof of purchase.
  • Upon receipt of your order it is your responsibility to ensure that the goods have arrived in satisfactory condition.
  • Items must be adequately packaged; damage sustained in transit to the item or its original packaging is the responsibility of the sender.
  • Signing for items that have been damaged in transit is the responsibility of the receiver. If you have received an item that was damaged in transit, please contact us immediately.

You can also return or exchange internet purchases at the Trekitt shop 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. If you choose to receive a refund in the shop, it will be processed separately by our Customer Support Team. Alternatively, you may exchange product(s) at the shop for Goods of an equal or higher value for which you will receive a new receipt.

Returns Address

Trekitt Returns,
Unit 3 Wallbrook Court,
Rotherwas Industrial Estate,
Hereford,
HR2 6JG

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

All 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.

   

The product I bought was competitively priced. The video demonstration of the product assisted me in my decision to purchase the item and was very informative, as it showed all of the features and the fit. I chose "click and collect" which was an efficient and quick process. I would definitely shop here again.

Amanda  •   19 Jan 2019.

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