Return and Refund Policy

Scope and Intent

This Return and Refund Policy applies to all purchases made through the Trainers Factory website.

Contact Information

For questions about returns and refunds, please contact our customer service via

- Email: sales@trainersfactory.co.uk 

- Phone: +447868707391, +447456399146, +1(727)-371-3228

- Address:  USA Address : 919 Reserve Dr, Roseville, CA, 95678, United States.

UK Address : 321-323 High Road, Chadwell Heath, Essex, RM6 6AX, United Kingdom. 

Return Window

Customers in United Kingdom and United States have the right to cancel their purchase and return the product within 30 Days of receipt by providing specific reasons.

Return Instructions

1. Return Notification: To initiate a return, contact our customer service at sales@trainersfactory.co.uk with your order number and a detailed reason for the return.

2. Return Authorization: After reviewing your return request, we will provide you with detailed instructions.

Packaging and Shipping

1. Safely pack the item in the original packaging with all labels and tags still attached.

2. Send the return postage slip on sales@trainersfactory.co.uk.

Return Costs

• For Defective Products: This applies when the product is incorrect, damaged by the carrier, or defective in any other way we will facilitate customers with replacement or refund according to customer preferences.

• For Customer Remorse (Change of Mind): The actual cost of return delivery will be charged to the customer. This applies when the customer purchases the wrong product, the item does not fit, or they no longer want the item.

Specific Return and Refund Conditions

- Returns Due to Change of Mind: If you change your mind after purchase, you can return the product within 30 days, provided it is unused, undamaged, and in the original packaging.

- Defective Goods: If you receive a defective product, contact our customer service immediately for instructions.

- Damaged Goods: If the product arrives damaged, send us photos of the damage within 48 hours of receipt. We will assess the situation and return cost is not applicable.

- Incorrect Product Received: If you receive an incorrect product, contact us, we will ensure that you receive the correct product.

- Product Never Arrived: If your product never arrived, contact us so we can initiate an investigation with the courier. If the product is not found, we will offer a full refund or a replacement product.

- Cancellation After Order: You can cancel your order before it is shipped. If the order has already been shipped, follow the return procedure after receiving the product.

Policy for Damaged or Defective Goods

Upon receiving damaged or defective goods, contact our customer service within 48 hours. Send us photos of the defect or damage. We will inspect the item and, if approved, provide a replacement or a full refund.

Policy for Non-Damaged Goods

If you change your mind, you can return the undamaged and unused product within 30 days. Ensure it is in the original packaging.

Timelines

- Return Window: Returns must be reported and shipped within 30 days of receiving the product.

- Return Processing: After receiving and inspecting the returned item, we will process the refund within 10 days. You will receive a confirmation email.

- Refund Conditions: A refund is approved if the product is undamaged, unused, and in the original packaging. Refunds for defective or incorrectly delivered products are approved after inspection.

- Refund Period: After the return is approved, it takes up to 10 days to process the refund to the original payment method.

- Refund Methods: Refunds are made to the original payment method used at the time of purchase.

Exceptions to the Return Policy

The following products cannot be returned:

- Custom or personalized items

- Hygiene products (e.g., socks, underwear) unless unopened and unused

Return Address

Return address will be provided via email:sales@trainersfactory.co.uk
or Online Chat Support.

Shipping Method

- Shipping Method: Royal Mail + Fedx

Legal Rights

This policy does not affect any applicable legal rights.

Questions?

Visit our FAQ page or contact our customer service.

CONTACT US

Website name: Trainers Factory
Company name: Trainers Factory Limited
USA Address : 919 Reserve Dr, Roseville, CA, 95678, United States. 
UK Address : 321-323 High Road, Chadwell Heath, Essex, RM6 6AX, United Kingdom. E-Mail: sales@trainersfactory.co.uk 
Contact Form: Click Here
Phone: +447868707391, +447456399146, +1(727)-371-3228
Company number: 13329038
Customer service: 10:00 AM – 06:00 PM (GMT) (Monday – Friday). We usually get back to you within 24 - 48 hours.