Refund Policy

Online Refund & Returns Policy
 

If you need to make a return, please read this policy before going to our store’s returns page and beginning the process.


Once you have read this policy, follow the steps below to begin the returns process:

1. Go to our online and follow the 'Returns' link, found under the Customer Services heading at the bottom of every page, to our 'Returns' page. This must be done within Fourteen (14) days of receiving your order.
2. Fill in all of the required details (information will be on your invoice sheet) and submit the form to us. Let us know in the 'Other Details' box if you would like a refund, replacement or exchange. Do not send anything back to us at this stage.
3. After your request has been submitted, we will review it and reply within a working day, to authorise your return. This email will include your RMA number.
4. Once authorised, please return the item(s), within Fourteen (14) days, to the address below and include your RMA number on the address label. Please note that you will be responsible for all costs in relation to ensuring the purchase is returned to us safely.
5. When your package arrives with us and in line with our policy, we will either send a replacement, exchange or begin the refund process for you, per your request. Please note that refunds can take up to Fourteen (14) days to show in your account.

 

Change of Mind

If you change your mind and wish to cancel your order once your purchase has been delivered, you must register your intention to return the purchase, online, within Fourteen (14) days of delivery. Please do not send your purchase back to us at this stage, as we cannot accept unsolicited returns. When we request your purchase to be sent back to us, it must be received in a 'as new' condition, without sign of wear and in the original box with all tags and attachments that originally came with your purchase. We understand that your item(s) may have been opened and possibly tried on, however please try to minimise further handling and wear if you intend to return the item(s). Please do not tape or deface any shoe box or any product packaging. Some products may be exempt from a ‘change of mind’ return, due to hygiene reasons and can only be returned if the product is faulty or you have received the wrong product.

Your returned item(s) must arrive with us within Fourteen (14) days of the date we approve your return and issue your return ID. Please note that you will be responsible for all costs in relation to ensuring the purchase is returned to us in a re-sellable condition.

If you change your mind after your order has been dispatched, but before you have received it, please begin the returns process on the returns page of our online shop (the link is at the bottom of every page) as soon as possible, as we may be able to stop the parcel. If we cannot, simply return the parcel to us unopened.

If you change your mind after placing your order, but before dispatch, please begin the returns process on the returns page of our online shop (the link is at the bottom of every page) as soon as possible, as we may be able to stop dispatch. If we cannot, simply return the parcel to us unopened.

If you change your mind and want a refund, we will refund the total cost of the product and the postage costs via the orignal method of payment used. Please be aware refunds may take up to Fourteen (14) days from the date we receive the goods to show as cleared funds in your account, depending on your issuer and the carrier. Please note that you will be responsible for all costs in relation to ensuring the purchase is returned to us in a re-sellable condition.

If you change your mind and want to exchange to another product, we will charge a delivery fee (Royal Mail Second Class 'Signed For', unless upgraded postage has been requested) for the replacement item. Please note that you will be responsible for all costs in relation to ensuring the purchase is returned to us in a re-sellable condition.

 

Received the Wrong Product

In the unlikely event of you receiving the wrong product than the one ordered, you must let us know within Fourteen (14) days of delivery, using our returns page on our online store. Do not send any goods back to us at this stage, until we authorise the return. In the case of us sending the wrong items to you, we will of course refund the cost of returning the goods to us and send the correct goods out to you as quickly as possible, with no further charge. We understand that the item or items may be opened, but otherwise they should be returned to us unused, in the original packaging and fit for re-sale.

 

Item is Damaged on Delivery

In the unlikely event of your item being damaged upon receipt, you must let us know within Fourteen (14) days of delivery, using our returns page on our online store. Do not send any goods back to us at this stage, until we authorise the return. We may need to inspect the item, or may need you to provide photographs of it, if possible. In the case of you receiving damaged items, we will of course refund the cost of returning the goods to us and send the correct goods out to you as quickly as possible, with no further charge. We understand that the item or items may be opened, but otherwise they should be returned to us unused, in the original packaging.

 

Item has Developed a Fault

If your item develops a fault outside of normal wear and tear or misuse, use our online store returns page to notify us. We will contact you to authorise the return and may need to inspect the item, or send it to be inspected. In the case of a fault or manufacturer’s defect being found, we will of course refund the cost of returning the goods to us and will offer you a full refund, exchange or credit note for the faulty item.

 

General Returns Information

Please note that we suggest using a Recorded/Special Delivery service to send the goods back to us, especially if the item is high in value. We cannot accept liability for returned products that get lost or damaged during transit.


Post Goods to be Returned to the Following Address (only once authorisation has been received):

TriActive (Returns)
3 Rufus Court
Northgate street
Chester
CH1 3AG


All monies to be refunded will be via the original method of payment. Refunds to cards can take up to Fourteen (14) days to show as cleared funds in your account.


All returns and exchanges must be received in an 'as new' and unused condition, without sign of wear and in their original box with all tags and attachments that originally came with your purchase. We understand that your item(s) may have been opened and tried on, however please try to minimise further handling and wear if you intend to return the item(s).

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