First and foremost, our aim is for your experience with InTheTrade to be nothing short of stupendous. If it isn’t, for any reason whatsoever, firstly please tell us [contact us link] or call us on 07887 426997 (please leave a message if unanswered and we’ll get back to you as soon as possible, 7 days a week). We will do everything in our power to make it right, and to make you happy.
As a company we comply fully with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013; in fact we exceed it. Under this law, known until June 2014 as the Distance Selling Regulations, you only have 14 days after receiving your goods in which to notify a company that you wish to return them.
Our policy however lasts a full 30 days. This means that you will receive a full refund, if within 30 days of receiving your goods, you notify us that for whatever reason, you wish to return your order. Please follow the procedure below.
In order for us to complete your refund, we will need to have received your order back with us. Firstly therefore please contact our Customer Service Team to request a Returns Reference Code, which you will receive within one working day, along with the address to which the goods must be returned. Please note this will not be our registered address.
Dependent on the contents of your order, and if you prefer, we may also arrange collection. The cost would be deducted from your refund.
If the order was faulty in any way, you are free to choose between a full refund or an exchange. Please still contact us in the first instance. If the packaging is damaged, please refuse delivery, and the order will be returned to us at no cost to yourself.
Once your return is received and inspected, we will send you an email. Assuming your items are received ‘as sold’ (please see ‘Your Obligations’ below), you will be notified of the approval of your refund. This will then be processed, and a credit will automatically be applied to your credit card or other original method of payment, within a maximum of 5 working days.
LATE OR MISSING REFUND
If you received an email informing you that a refund had been made, but your funds have not yet been received when you expect, firstly please contact your credit card company. We have known them to take up to three weeks before being re-crediting your account, although the vast majority are much faster.
If a different method of payment was used, try contacting your bank. The processing time can be longer than we’d all like. If having taken these steps you can still not trace your refund, please contact us at email@example.com, or call on 07887 426997, and we will help you track it down.
Please be aware that unless faulty or incomplete, in order to be eligible for a refund, your goods must be received ‘as sold’, ie. in the same condition as when received. This means still in the original packaging, unused, and still resellable.
Also, if you choose to send your order back to us yourself, please ensure you retain proof of postage. We recommend using a tracked postal service with insurance for the full value of your order, because we cannot guarantee that we will receive your returned item.
Please be aware that there are certain situations where only partial refunds will be granted:
Items with obvious signs of use.
Any item not in its original packaging; damaged; or missing parts for reasons not due to our error.
Regarding sale items; only the selling price at the time of our receipt of your returned order can be refunded, rather than the original selling price. If an item is on sale, it will be clearly marked on the sales page.
WE ALWAYS AIM TO EXCEED YOUR EXPECTATIONS!
We know that sometimes life happens, so if longer than 30 days has passed and you then change your mind, please still get in touch, and if we can possibly help, we will. We can’t give any guarantees as dependant upon the circumstances it may be out of our power, eg. there may need to be a re-stocking fee, or a reduction in the amount of the refund we can offer you. That would be dependant upon the supplier of the goods, and would be discussed with you fully at the time, to make sure that you were happy before going ahead.