At Trainers Factory, we’re committed to ensuring you have a smooth shopping experience from start to finish. If something isn’t quite right with your order, we’re here to help make it right. Below you’ll find all the details you need regarding returns, exchanges, and refunds.

Contacting Us

If you have questions or need help with a return or refund, our support team is ready to assist you. You can reach us through:

• 📧 Email: sales@trainersfactory.co.uk or info@trainersfactory.co.uk
• 📞 Phone: +447868707391 / +17273713228
• 🕘 Customer Service Hours: Monday to Friday, 9:00 AM – 5:00 PM
• 📍 UK Address: Office 916 321-323 High Road, Chadwell Heath, Essex, United Kingdom, RM6 6AX
• USA Address: 919 Reserve Dr Roseville CA 95678 United States

Overview of Our Return Policy

• Return Period: You can return items within 30 days from the date of delivery.
• Refund Timeline: Refunds are processed within 10 business days once we receive and inspect your return.
• Return Shipping: Customers are responsible for return shipping costs, except in cases of defective or incorrect items.

Order Cancellations

If you need to cancel your order, please contact us within 2 hours of placing it. After that, we may not be able to stop the shipment. If your order has already been dispatched, please follow our return instructions below.

Eligibility for Returns

To be eligible for a return:

• Items must be returned within 30 days of receiving your order.
• Products must be unused, in original packaging, and with all tags and labels attached.
• A receipt or proof of purchase is required for all returns.

How to Return an Item?

Here’s how to start the return process:

1. Contact Us
   Email us at sales@trainersfactory.co.uk with your order number, reason for return, and photos if relevant (e.g., damage or incorrect item).
2. Get Return Authorization
   Our team will respond with return approval and specific instructions, including the return address.
3. Package Your Item
   Please ensure items are securely packed with all original packaging and tags. Include the return authorization details inside the parcel.
4. Ship the Item
   Use a reliable courier service with tracking. Customers cover return postage unless the product is faulty or incorrect.

Refunds

• Once your return arrives and passes inspection, we’ll notify you of the approval status within 7 business days.
• Approved refunds will be processed to your original payment method within 10 business days.
• Your bank may take additional time to reflect the refunded amount.
• You’ll receive a confirmation email once the refund has been successfully issued.

If you don’t see the refund within the expected timeframe, please first check with your bank. If further assistance is needed, don’t hesitate to contact us.

Exchanges

We offer exchanges for defective or incorrectly shipped products. In such cases:

• Contact us within 30 days of delivery.
• We’ll cover return shipping and promptly send out the correct replacement item.

If you ordered the wrong size, we kindly ask that you follow the return process and place a new order for the correct size.

Special Cases and Exceptions

Damaged or Defective Items

If your item arrives damaged or faulty, please contact us within 48 hours of delivery. We’ll arrange a return at no cost to you and either send a replacement or issue a full refund—your choice.

Incorrect Items

Received something you didn’t order? We apologize for the mix-up! Contact us and we’ll take care of the return shipping and send the correct item promptly.

Lost Parcels

If your package doesn’t arrive within the expected timeframe, let us know right away. We’ll investigate with the courier and ensure you’re taken care of.

Return Address

Return addresses are provided upon authorisation of your return. Please contact our support team via email or website chat to receive the appropriate return location and instructions.

Need Help?

We’re here to assist you every step of the way. For any concerns related to returns, refunds, or exchanges, you can always reach out to us:

• 📧 Email: sales@trainersfactory.co.uk / info@trainersfactory.co.uk
• 📞 Phone: +447868707391 / +17273713228
• 🕘 Hours: Monday to Friday, 9:00 AM – 5:00 PM
• 📍 Company: Trainers Factory Limited, Company No. 13329038
• UK Address : Office 916 321-323 High Road, Chadwell Heath, Essex, United Kingdom, RM6 6AX
• USA Address: 919 Reserve Dr Roseville CA 95678 United States

Thank you for shopping with Trainers Factory. We appreciate your trust and are committed to making your experience seamless and satisfying.