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Returns
Returns are easy! We understand that sometimes products need to be returned, if you are not completely satisfied with your online purchase from RoughTrax and wish to return it for a refund, exchange or store credit, or whether your item has developed a fault, is damaged or is simply no longer required, we can help you out.
PLEASE NB:
- It is the customers responsibility to cover any return costs whereby the product has been correctly supplied as advertised and ordered.
- Returns Policy
- Returns Form
- How do I send it back?
- What address do I return it to?
- Items that can't be returned
- Your right to cancel an order
- Warranty Returns
- Cylinder head returns
- Surcharged returns
Click here to download our Returns Form - PDF File
Returns Policy
- You have the right to cancel at any time from the moment you place your online order, and up to 14 days from the day you receive your goods to notify RoughTrax Ltd by phone or email (preferred), referred to as a ‘cooling-off period’.
- You then have a further 14 days from the date you have notified RoughTrax Ltd of your cancellation to return the goods.
- The items received MUST be returned in the same condition as supplied and in original packaging fit for resale (not covered in oil or prints or attempted to be fitted).
- The returned goods are the customers responsibility until received and signed for at RoughTrax – it is suggested you use a proof of postage/courier for your return goods.
- Any product supplied as a kit must be returned as a full kit and as initially supplied.
Please Note:
If RoughTrax is not contacted regarding the return of goods within your 14 days “cooling-off Period” then only the items returned will be refunded and NOT the initial carriage charge if applicable.
Please allow up to 7 workings days to refund your returns, we will refund payment to your original payment method. Refunds back to a credit or debit card can take up 2-3 days to show in your account.
All returns must be sent with a completed returns form below. We reserve the right to refuse an exchange or refund if goods are not returned in a saleable condition, damaged or if your returned items do not meet our returns policy guidelines.
Click here to download our Returns Form - PDF File
We will not be liable for any damaged goods whilst being returned to us. We recommend that any items needing to be returned are done so in the original packaging to avoid such damage and is fit for re-sale. If you are returning a product that was sent to you in a branded manufacturers packaging or box please ensure it is returned with this packaging or box in tact. Please do not tape, write or damage a branded product packaging or box, as the branded product along with its packaging will need to be re-stocked ready for the next customer as you received it.
RoughTrax are not held accountable for returns that do not reach us. We recommend returning all items recorded or signed for by a courier or Royal Mail.
RoughTrax will not be held responsible for any returns postage cost for items supplied as ordered. In the event of the goods being faulty, we will cover all costs of postage and either refund or exchange the goods.
International Returns
If you are returning anything to us from outside the EU you must complete a customs declaration correctly indicating that the parcel contains “returned goods” or similar. If your parcel is stopped in UK customs and a charge levied, we will refuse payment and the items will be returned to you. Under no circumstances will we pay customs duty in order to receive returned items.
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Returns Form
Simply print and fill out our Returns Form below in full and enclose it it with your product/s, ensure the product/s are in a securely wrapped parcel and your return meets our return policy guidelines.
Click here to download our Returns Form - PDF File
How do I send it back?
Returning products by post
Ensure the product/s is in a securely wrapped parcel. Attach our return address details to the parcel, and then take the parcel (with the enclosed returns form) to a Post Office.
Please do not attach any labels or tape to the original product packaging as this will have to be re-stocked ready for the next customer.
Returning products by courier
Ensure the product/s is in a securely wrapped parcel. Go to one of the following recommended shipping companies who will provide you with a quotation for different services available once you have entered the parcel(s) size and weights required;
www.interparcel.com
www.parcel2go.com
www.wedelivertheworld.co.uk
Simply print and attach the shipping labels sent to you from them by email to the parcel (with the enclosed returns form) and wait for your collection date and desired time slot by the courier company you have selected.
Can RoughTrax arrange my return?
RoughTrax can arrange the return of your parcel and take payment off the cost of the final credit with two options:
- Option One: RoughTrax can arrange a collection of a return parcel from any UK Mainland address where someone will be in for the collection between Monday to Friday. If the courier arrives and you are not there or the parcel is not ready you will be charged each time the courier attempts to collect.
(Parcel size is restricted to a box up to 150cm in length and 300cm length and girth combined only - weight of item may also increase quoted price below).
a. Cost of service is £20.00 + VAT per parcel (Price from United Kingdom Mainland ONLY) - Nb: collections are always more expensive than a delivery as a courier charges to come to an address then deliver to RoughTrax.
b. Returning Heavy items: such as leaf springs will cost more so please call or email should you wish a quote in advance.
c. UK Highlands/Islands/International please email us for cost options info@roughtrax4x4.com. - Option Two: RoughTrax can email you a returns label to attach to the parcel, then you can take this to your local Post Office which is returned to RoughTrax on a 48hr service - subject to size / weight
Parcel weight is restricted to medium box.
Cost of service is £15.00 + VAT per parcel (Price from United Kingdom Mainland ONLY)
- Option Three: RoughTrax can email you a returns label to attach to the parcel, then you can take this to your local Post Office which is returned to RoughTrax on a 48hr service - subject to size / weight
Parcel weight is restricted to small items.
Cost of this Royal Mail Post returns service is £7.50 + VAT (Price from United Kingdom ONLY)
International please email us for cost options info@roughtrax4x4.com.
Please contact us if you require any of the services above by email info@roughtrax4x4.comor telephone +44 (0)117 986 9065.
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What address do I return it to?
Any returned goods must be returned to the following address, which can be found on the returns form.
Returns Department, RoughTrax Ltd, Units 4-7 Pixash Business Centre, Pixash Lane, Keynsham, Bristol, BS31 1TP.
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Which items can't be returned?
The following items are not included in our 28 day returns policy. This excludes faulty items which can be returned in line with our standard faulty item return policy.
- Specially ordered products
- 'Stock to order' products
- Customised products
- Any product supplied as a kit can only be returned as a full kit, not partial components returned for credit.
- Gift vouchers
- Products damaged by the customer
- Painted products
- Used or fitted products
- Modified products
We will not be able to accept any returns on products that have been personalised, made or specially ordered for individual requirements.
Your right to cancel an order
You have the right to cancel an order for the supply of goods at any time from the day on which the contract is concluded (when the order confirmation email is sent) until the expiry of the period of 28 (twenty eight) days of receiving a product, by giving notice of cancellation by email, post or telephone.
Under the Distance Selling Regulations 2014, unless an exception applies, if you are a consumer, you have a cooling off period during which you are entitled to cancel your purchase if, for any reason, you decide you no longer require the goods or services. This is an additional right and does not affect your statutory right to reject faulty goods or unsatisfactory services.
Warranty Returns
Goods supplied by RoughTrax have a warranty period of 12 months or 24 months for all exhausts from date of supply. To return your faulty item please print and complete one of our returns forms and contact RoughTrax by email or telephone to arrange a collection of your warranty return. Please visit our warranty page for full guidelines on warranty returns.
Warranties are not extended to a replacement part, only from the time of the initial product purchase.
Cylinder Head Returns
All complete cylinder heads sold by RoughTrax are subject to exchange of your original unit. We re-use and recondition the internals of the cylinder head. The cylinder head casting is scrap.
We will send the cylinder head to you without any surcharge applied, and then once your vehicle is up and running, simply call or email us to arrange the collection of your old cylinder head unit. You may be liable for an additional surcharge if we fail to receive your returns cylinder head within a reasonable time period.
This exchange service is built into the cost of the cylinder head. We are physically charged £15.00+VAT for each collection attempt from you so please make sure someone will be at the address for the collection to avoid any additional charges.
Unfortunately cylinder heads are not available for export, nor to be exported unless we receive your exchange unit in advanced and it is authorised by RoughTrax.
Surcharged Returns
Any product that a surcharge applies will be included within the total price of the product. The customer is responsible to arrange the returns and cover the cost of the returns postage.
For more details on how to return an exchange unit please see “How do I send it back?” below our returns policy at the top of the page.
Once the unit is received back to RoughTrax, it will first be inspected by our specialist rebuilders to ensure it can be reconditioned before the surcharge can be refunded.
The serviceable exchange unit must be suitable for reconditioning; broken or incomplete units will not be accepted.
The surcharge will be refunded back to the same payment method & details it was paid by.