There are a multitude of reasons why you may wish to return or cancel your order, and we have a flexible returns policy to help make things more convenient. If you have any questions do not hesitate to contact us.

ORDER CANCELLATIONS

You are free to cancel your order at any time and for any reason before it is dispatched. We do not take payment until the moment of dispatch and so refunds are not normally necessary when an order is cancelled. To cancel your order we need explicit instructions from the person who placed the order either by Email or by phone.

An order may not be cancelled after it has been dispatched or while it is in transit, but must be treated as a return. In this eventuality a refund will be provided when the goods are returned to us.

ORDER RETURNS

The vast majority of returns fall into one of four categories, each of which must be treated in a slightly different manner:

• Unwanted or otherwise unsuitable goods
• Damaged or defective goods
• Broken goods under warranty
• Incorrect goods dispatched

Unwanted or unsuitable goods:

You are free to return unwanted goods in new & unused condition for 30 days after delivery. You will be entitled to your choice of an exchange or a full refund to the original payment card. The customer must meet the cost of returns postage for unwanted goods. We cannot accept responsibility for goods in returns transit, and so we recommend that you use registered post or an otherwise insured method.

Damaged or defective goods:

You are free to return defective goods in new & unused condition for 30 days after delivery. You will be entitled to your choice of an exchange or a full refund to the original payment card. Trek Overland will meet the cost of returns postage for defective goods. We can arrange for a courier pickup of the goods or we can refund your postage expenses (within reasonable limits) upon return delivery. Please note that the warranty given by both Trek Overland and the manufacturers of our products will only cover parts. Labour charges and other costs are not covered.

Broken goods under warranty:

You are free to return broken goods under a warranty claim for the full warranty period after delivery. Your goods may be repaired or replaced, or you may be offered a refund depending on the decision of the manufacturer. We will send the goods to the manufacturer for assessment but the final decision lies with the manufacturer and you may have to wait for their tests to be completed. The customer must meet the cost of returns postage for warranty claims. We cannot accept responsibility for goods in returns transit, and so we recommend that you use registered post or an otherwise insured method. Please note that the warranty given by both Trek Overland and the manufacturers of our products will only cover parts. Labour charges and other costs are not covered.

Incorrect goods dispatched:

Occasionally the wrong item is sent to a customer. You are free to return these goods in new & unused condition for 30 days after delivery. You will be entitled to your choice of an exchange for the correct item or a full refund. If you have been mischarged, we will correct the discrepancy. Trek Overland will meet the cost of returns postage for defective goods. We can arrange for a courier pickup of the goods or we can refund your postage expenses (within reasonable limits) upon return delivery.

IMPORTANT:

Exchanges will only be made where the same item is available in stock at the same price as the original. Items bought at special offer prices cannot be subsequently exchanged for identical items on sale at higher prices. If an item is not available a full refund may be the only option.

All goods must be returned in new & unused condition unless a warranty claim is being made. We reserve the right to refuse returned goods if necessary. Reasons may include:

Where a full refund is the suitable course of action we have a statutory obligation to refund payment to the card used to pay originally within 30 days of the return of the goods. However we do not believe it is right to hold your money for longer than necessary and so a refund will be provided as soon as possible.

IMPORTANT: Refunds are processed by credit & debit card companies less quickly than sales. A refund may take up to 10 days to appear on your statement after it has been authorised.

EXCHANGES PROCEDURE

If you are returning goods for an exchange we would normally have to wait for the goods to arrive with us and inspect them before we can send out the replacement. However we recognise that sometimes and exchange must be made quickly and so we can send out a replacement immediately. We must take payment for the replacement but as soon as the return arrives we will give you a refund on that cost.

• Goods have been used
• Goods are soiled
• Goods have an odour i.e. smoke
• Goods are damaged as a result of misuse or ill-treatment

 

 

REFUND POLICY

We want you to be completely satisfied with your purchase. If for any reason, you are not satisfied, you may request a refund. Our refund policy is designed to make the process as easy as possible for you.

Refunds can be initiated immediately upon a succesful request, but due to payment providers, it may take a few days for the money to arrive back into your bank account, please be patient and if you have any issues please don't hesitate to contact us. We will do our best to process your refund as quickly as possible.

If you wish to initiate a refund, please contact our customer support team at info@trekoverland.com or 01751 430693 with your order details and reason for the refund. Our team will respond promptly to assist you with the process.

Please note that the following conditions apply to our refund policy:

1. Refunds can only be issued for products that are in their original condition and packaging.

2. Refunds will be issued to the original payment method used for the purchase.

3. Depending on your bank, it may take a number of days for the refund to be processed and appear in your account.

4. If you wish to cancel your order before it has been shipped, we will issue a full refund.

5. If you wish to cancel your order after it has been shipped, please return the product(s) in their original condition and packaging for a full refund upon receipt of the returned item.

If you have any questions or concerns about our refund policy, please do not hesitate to contact our customer support team. We are always here to help you.