01
LET US KNOW
WITHIN
14 DAYS.
For most online purchases, you can tell us that you want to cancel within 14 days of receiving your order.
RETURNS & REFUNDS / 01
KEEPING
RETURNS
CLEAR.
Changed your mind, received the wrong item or something isn’t right?
Here’s what you need to know about cancellations, returns and refunds from TrainRegen.
CHANGE OF MIND / 02
THE
BASICS.
WITHIN
02
SEND IT BACK
ANOTHER
14 DAYS.
Once you have told us that you are cancelling, you normally have a further 14 days to return the goods.
03
REFUND
BACK TO
YOU.
Refunds are processed within the applicable legal timeframe once returned goods, or acceptable evidence of return, have been received.
RETURN CONDITION
03
OPEN IT
CAREFULLY.
01
HANDLING GOODS
You can inspect goods in the way you reasonably would in a shop. If handling goes beyond what is necessary and reduces the value of the product, we may make an appropriate deduction from the refund where permitted by law.
02
SEALED PRODUCTS
Some sealed goods may not be eligible for a change-of-mind return after the seal has been broken where a health or hygiene exception applies.
If you think you may want to return a sealed product, keep the seal intact and contact us before opening it.
03
YOUR STATUTORY RIGHTS
These change-of-mind conditions do not affect your legal rights where a product is faulty, damaged, not as described or otherwise does not meet the standards required by law.
SOMETHING ISN'T RIGHT / 04
FAULTY.
DAMAGED.
INCORRECT.
A problem with the product is different from simply changing your mind.
FAULTY OR
NOT AS DESCRIBED.
If a product is faulty, not as described or does not do what it is supposed to do, contact us as soon as possible. UK consumer law provides a short-term right to reject qualifying faulty goods within 30 days, with further rights available after that period.
ARRIVED
DAMAGED.
Contact us as soon as possible with your order number and clear photographs of the product and packaging. This helps us understand what has happened and resolve it quickly.
WRONG
PRODUCT.
If we have sent something different from what you ordered, contact us with your order number and we will arrange the appropriate next step.
RETURN POSTAGE
05
WHO PAYS
FOR THE
RETURN?
CHANGE OF MIND
If you are returning an eligible product because you have changed your mind, you are responsible for the direct cost of returning it to us.
FAULTY, DAMAGED OR INCORRECT
Where a return is required because the product is faulty, damaged or we have sent the wrong item, TrainRegen will cover the appropriate reasonable return cost.
BEFORE YOU SEND ANYTHING
Please contact us first so we can provide the correct return address and instructions. This does not affect your statutory rights.
REFUNDS / 06
MONEY
BACK.
PAYMENT METHOD
Refunds will normally be made using the original payment method unless another method is agreed with you.
STANDARD DELIVERY
Where you exercise a statutory right to cancel an online order, we will also refund the standard outbound delivery charge you paid.
If you selected a more expensive delivery service, the additional premium above the standard delivery cost is not normally refundable.
REFUND TIMING
Where goods are being returned following cancellation, refunds will be made within the timeframe required by law after we receive the goods back or, where applicable, acceptable evidence that they have been returned.
READY TO START?
START A
RETURN.
Contact us with your order number and tell us whether you are changing your mind or there is a problem with the product.
CLEAR.
FAIR.
STRAIGHTFORWARD.