Returns/Exchanges
If your circumstances change, you have ordered the product incorrectly or you decide you no longer need the item you have purchased and wish to return it, we are able to arrange this for you within 14 days from the date of your order on standard stock items*.
Please contact our Customer Services to obtain a returns reference number, which will need to be displayed on each of the boxes to be returned.
All goods being returned will be subject to a restocking fee of between 10-20%, (depending upon the manufacturer’s returns policy). The restocking fee will cover the costs for the repackaging, along with the original shipping costs and any associated administration fees.
Returning the goods – If you would like us to arrange the collection, please let us know when requesting the returns reference number and we will advise the carriage costs for this service.
Alternatively, you may arrange your own return. We strongly advise you insure the goods in transit as they remain your responsibility until delivered back to our warehouse and may be rejected if they are damaged upon arrival.
Returned goods must be received in a resaleable condition, with all original parts present and undamaged.
Once the goods have been received at our warehouse in the required condition we will arrange a refund back to the original payment method, minus any fees, within 5 working days of receipt. The amount to be refunded will be the original price less agreed restocking fee and delivery charges, including timed or Saturday deliveries.
*Please note: Bespoke or personalised items may not be returned or exchanged.
Damaged or Missing Items
What if my product arrives and is damaged?…
If you suspect the goods have been damaged in transit, whether concealed by the packaging materials or not, it is essential that you note and sign for the products as “damaged” when signing the carrier’s proof of delivery. (Signing UNCHECKED is not acceptable.) Unfortunately, we cannot offer any replacements or refunds for damaged goods which have been signed for and accepted as being in good condition.
Any damaged items must be notified to the customer services team with the consignment number and image of the damage within 24 hours of receipt as we need to communicate this to the carrier within this timescale.
Once we have been notified in the correct way that your goods have been delivered in damaged condition and signed for as damaged, we shall arrange replacements to be sent out.
You will be provided with a RRN (returns reference number) which MUST be written on ALL boxes to be returned. We will arrange for collection of the damaged items at our expense. Unfortunately we are unable to stipulate the courier to collect the goods at the same time as delivery of the replacements, so they may need to make arrangements to collect at a different time.
Should you prefer not to have replacements, we can provide a full refund for the damaged goods and delivery costs; provided they are signed for as damaged and only once they have been returned to us.
Missing Items – The couriers label will identify how many packages are due to be delivered in the consignment. You should check and confirm you are signing for the correct number of parcels. However, if you are missing any items, you can either refuse delivery of the whole consignment or sign only for the number of parcels being delivered.
In either case, please contact Customer Services who will investigate with the courier and obtain information regarding the delivery of the missing items or arrange for immediate replacements to be sent if they have been lost in transit.
If you discover there are missing items from within the product packaging, and the original packaging was undamaged, please contact Customer Services who will investigate with the supplier and arrange for replacements to be sent.
Changes to this Returns Policy
Please note that this Returns Policy may change from time to time where our suppliers’ own policies change. We will not reduce your rights under this Returns Policy without your explicit consent, and we expect most such changes will be minor. Regardless, we will post any Returns Policy changes on this page and, if the changes are significant, we will provide a more prominent notice.
If you have any additional questions or concerns about this Returns Policy, please feel free to contact us at any time through this web site or at:
Trade Van Gear
Unit 5 Otter Court
Manaton Close
Marsh Barton
Exeter
EX2 8 PF
