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Exchanging & Returns

Our returns policy

Please be assured that we wish to provide the very best of service to you. Please try and follow our instructions below to ensure a timely resolution of your request. If you have any doubts please call our customer service team on 01722 710754 Mon-Fri 0800 to 1700 and they will offer advice on how to return your items and complete the online returns form.

Should you find on receipt of your parcel that something is unsuitable you may return it for an exchange or refund within 14 days, providing you have not damaged the goods or internal packaging and have not resealed the internal plastic bag containing the garment as the goods will need to be checked by our staff. Goods must be returned unused in original packaging, with labels intact, in new condition and with proof of purchase (your invoice acts as proof of purchase) and brief details of the required action i.e. exchange as per email or refund requested as per email. 

Please note that the exchanging and returns policy outlined below does not affect your statutory rights.


PACKAGE DEALS – PLEASE NOTE - UNFORTUNATELY WE CAN ONLY EXCHANGE  ITEMS FOR A DIFFERENT SIZE/COLOUR WITHIN A PACKAGE DEAL AND WE ARE NOT ABLE TO REFUND AN ITEM FROM A PACKAGE DEAL. IF A REFUND IS REQUIRED WE WOULD NEED ALL ITEMS WITHIN THE PACKAGE DEAL TO BE RETURNED AND WOULD ASK YOU TO PLACE A NEW ORDER FOR THE INDIVIDUAL ITEMS.

We do ask that all Paypal customers that wish to exchange an item for a different item, send the unsuitable item back to us for a refund and place a new order for the new item.
If it is just for a different size/ colour, this can be sent back for an exchange as per normal.

Step 1 – Return goods

Please remember to enclose your returns form or letter which includes your details – Name, order number, reason for return and requirements (exchange/refund).  

 (If paperwork is not included with your parcel this can result in a significant delay in processing your return or if we are unable to identify the order our warehouse will retain the goods and await customer contact).

All goods must be returned to us unused in the original packaging, with labels intact and in a resaleable condition. We are only able to offer customers a refund if we can offer the unsuitable returned item for sale as new again.

 Please note - for Health & safety reasons we are unable to process soiled/wet goods. Please clean and dry items before returning them. If you have any questions regarding the return of soiled goods please contact our customer services department for further advice.


Step 2 - Filling Out the Returns Form

You need to visit our online returns page. The link is http://www.trekwear.co.uk/Returns.aspx

Fill out this form (if you do not understand it please call our customer service team on 01722 710754 Mon-Fri 0800 to 1700 they will help you)
If you are ABLE TO PRINT out the form, do so and enclose it in your parcel.
If you are UNABLE TO PRINT out the form please enclose a letter and ensure you include your name, address, order number and clear instructions required for your exchange/refund.

Step 3 - Sending Your Return

Please ensure that you use the sticky returns label found on your invoice to address your package. If you can protect it from the weather with sticky tape this helps us and Royal Mail. If you do not have this label please affix a returns address label to the parcel, the returns address is below –

Returns Dept

Trekwear Ltd
Unit 6 Whaddon Business Park
Whaddon
Salisbury
Wiltshire
SP5 3HF

Or this address can be found on our home page. Please ensure the package is properly sealed and you have enclosed your details as we will not bear any responsibility for goods in transit to us. When sending a return parcel back to us, please ask at your Post Office for a Proof of Posting Certificate 4679, which is free from any Post Office on request, Please keep the proof of posting receipt so you are able to claim if your parcel does go missing. You will be required to pay the postage for the return parcel (please ensure adequate postage is paid as this may result in your parcel not arriving with us and being returned to you). Please note that if you have taken advantage of our free postage for orders £75.00 and over and you subsequently return goods for refund resulting in your order value being less than £75.00, you will be charged the standard £3.95 delivery charge.  

Mainland UK customers who have a large number of items to return/exchange can opt for a City Link collection which we can arrange (This may save you money and time). Please call our customer Services team on 01722 710754 Mon-Fri 0800 to 1700 for details and cost. (The standard cost for a City Link collection is normally £7.50)
When sending an order back, the customer is liable for all return shipping costs, we do not refund the postage charge, unless the order has been cancelled or is faulty/ incorrect.
For any orders returned from outside the mainland UK for an exchange, additional postage will be charged.

Please note that we do not advise customers that we have received your returned parcel in our warehouse but customers will be notified by email once the requested process has been completed i.e refund/exchange

and this is normally processed within 3-5 working days.

Step 4 - Our Job

We hope that your parcel arrives with us quickly.
We will endeavour to open and process your parcel within 3 working days of its receipt but please note in busy times this may take up to 5 working days.

If you need your exchange item(s) quickly (within 14 days), please place a new order online and mark your return items for a refund. We also suggest you do this during prolonged bad weather conditions i.e. Snow.
Please do not return your item for an exchange if you have placed a new order, otherwise you will receive two products.

We will then carry out one or both of the following actions as per the customer request –

  • Refund: this is done automatically back on to the card you used to place the order. Please allow 5 working days from us processing your return for the refund to appear on your statement. This delay is due to bank transaction processes.
  • Exchange: a new invoice is generated for the item(s) you have requested. This will be confirmed by email when they are dispatched. If there is a problem with supplying your requested item, we will contact you either by telephone or email to advise of the possible alternative items or offer a refund if no suitable alternative is possible.

 

Incorrect, Faulty or Damaged Item/s

If you receive goods which may be Incorrect, faulty or damaged please contact our customer service team on 01722 710754 Mon-Fri 0800 to 1700 or email customerservices@trekwear.co.uk  and advise the details of the problem. Please be assured we will do our utmost to resolve any issue quickly and with as little inconvenience to you as possible. We do offer pre paid bags to return faulty/ incorrect items, this however is only available for mainland U.K. customers. We will refund the shipping charge for all other customers that we are unable to offer this service for.

Incorrect items –

If we have sent you the incorrect item/s, we will arrange for the correct item to be sent as soon as possible with a prepaid bag for return of the incorrect item/s. If the parcel is large or of high value we may arrange a Courier collection at a convenient time for you. We request the incorrect item/s to be returned to our warehouse using the prepaid bag provided within 7 working days (unless otherwise advised by our customer service team).

Damaged/faulty goods on arrival –

We will replace the item/s as quickly as possible and send a prepaid bag to recover the damaged/faulty goods. If the parcel is large or high value we may arrange a Courier collection at a convenient time for you.  We MUST have the damaged/faulty items returned to our warehouse within 7 working days (unless otherwise advised by our customer service team).

Faulty goods –

If goods develop a fault after a reasonable period of time, we will require the faulty goods to be returned in a clean and dry condition to our warehouse for inspection and will advise on the best way to return the goods when you contact our customer services for advice. Items are deemed faulty if there is a defect in the material or workmanship and it does NOT cover damage caused by misuse, abuse, neglect or failure to follow recommended use, care or maintenance instruction. If the goods are found to be defective from misuse, the goods will be returned to the customer at their own expense.       

Please note - for Health & safety reasons we are unable to process soiled/wet goods. Please clean and dry items before returning them. If you have any questions regarding the return of soiled goods please contact our customer services department for further advice.

Items that cannot be returned:-

  1. Lipscreen products
  2. Underwear products e.g. knickers, briefs, underpants (NB this excludes base layers which can be returned as normal)