Returns, Cancellations & Refunds

Applies to TrailSurge UK and TrailSurge EU

At TrailSurge, we aim to make returns straightforward. Please read our policy before purchasing so you understand your options and any applicable charges.

This policy applies to purchases from trailsurge.co.uk and trailsurge.eu. Your statutory consumer rights are always protected.

1. Change-of-Mind Returns — 14 Days

If you purchase online, you have the legal right to cancel your order within 14 days of receiving your goods, without providing a reason.

• Restocking fee: None during the statutory cancellation period.

• Return delivery: Paid by the customer, where disclosed before purchase.

• Refund: The product price and applicable standard outbound delivery charges.

• Product condition: You may inspect the product as you would in a shop.

If an item has been assembled, ridden, used, damaged or handled beyond what is reasonably necessary to inspect it, we may deduct an amount reflecting any resulting reduction in value.

You must notify us of your cancellation within 14 days of delivery and return the goods within a further 14 days.

If you cancel before dispatch, we will refund your order in full.

2. Extended 30-Day Returns

We also offer an additional 30-day change-of-mind returns policy, subject to the following conditions:

• The return is requested within 30 days of delivery.

• The item is unused, unopened and in its original packaging.

• All accessories, instructions and supplied components are included.

• The product is in its original resaleable condition.

Charges for voluntary returns outside the statutory cancellation period:

• 10% restocking fee based on the price paid for the returned products.

• Return delivery or collection charges paid by the customer.

The restocking fee covers inspection, handling, processing and preparing returned stock for resale.

This additional policy does not cover products that have been assembled, installed, ridden, tested, modified or used.

These conditions do not restrict your statutory rights.

3. Return Shipping & Collection Charges

For change-of-mind returns, customers are responsible for the direct return shipping costs.

You can arrange your own suitable courier or request collection through TrailSurge.

If TrailSurge arranges collection:

• We will confirm the collection charge before booking.

• The actual direct courier charge may be deducted from your refund with your agreement.

• Large products, electric bikes, scooters, dirt bikes and fully assembled items may require specialist or pallet transport.

Return charges depend on the size, weight and collection location. For items that cannot normally be returned by post, the applicable cost or required estimate must be provided before purchase.

UK and EU customers: We will provide the appropriate return address and instructions. Return locations may differ depending on the product and country.

Where legally permitted and properly disclosed, direct return shipping charges may also apply to change-of-mind orders refused at delivery or cancelled after dispatch.

4. Assembled, Used & Large Products

Electric bikes, scooters, dirt bikes, ride-on toys, and other large products must be returned securely packaged.

For statutory 14-day cancellations, these activities do not automatically remove your cancellation right, but any handling beyond what is necessary to inspect the product may result in a reasonable reduction to your refund.

Where you expressly request a separately provided assembly or installation service during the cancellation period, an appropriate charge for services already provided may apply where permitted by law.

5. Faulty, Damaged or Incorrect Products

If your order arrives faulty, damaged or incorrect, please contact us at help@trailsurge.co.uk.

Include your order number, a description of the issue and photos or videos where available.

We may arrange an inspection to establish the cause of the problem and the appropriate resolution.

Where goods do not meet applicable legal requirements, you may be entitled to a repair, replacement, price reduction or refund.

For qualifying faulty, incorrect or misdescribed goods:

• No restocking fee applies.

• TrailSurge covers reasonable return or collection costs where required by law.

• Your statutory consumer rights remain protected.

Damage caused by misuse, accidental damage, improper assembly, unauthorised modification or normal wear is not normally considered a manufacturing defect.

UK Customers

Under the Consumer Rights Act 2015, you may have a right to reject faulty goods within 30 days of delivery. After this period, repair or replacement is usually the initial remedy, subject to your statutory rights.

European Union Customers

EU customers are protected by applicable European and national consumer laws, including a minimum two-year legal guarantee for qualifying faulty or misdescribed goods. Some countries provide additional protection.

These legal rights apply independently of any manufacturer's commercial warranty.

6. Refunds

Refunds are returned to the original payment method unless otherwise agreed.

For statutory 14-day cancellations, refunds are processed without undue delay and within the legally required timeframe. Where we have not offered to collect the goods, we may wait until the goods are returned or evidence of return is provided, whichever occurs first.

For accepted voluntary 30-day returns, refunds are normally processed within 14 days of receiving and checking the returned product.

Where applicable, we will explain any agreed return shipping charges, voluntary restocking fees or lawful reductions for diminished value.

For statutory cancellations, standard outbound delivery is refunded as required by law. Additional charges for an upgraded delivery service are not normally refundable.

7. How to Request a Return

Email help@trailsurge.co.uk with your order number, product name and return request.

Our support team will provide the relevant return address and instructions.

Please package returned goods securely and use a tracked, appropriately insured service where possible.

You do not need our prior approval to exercise a statutory cancellation right, and a clear written cancellation statement is sufficient.

8. Your Consumer Rights

Nothing in this policy excludes, limits or replaces your statutory rights under applicable UK or EU consumer protection laws. Where local mandatory consumer laws provide greater protection, those laws take priority.

TrailSurge
TrailSurge Ltd
Unit 62, Centenary Business Centre
Nuneaton, CV11 6RY, United Kingdom

Email: help@trailsurge.co.uk

Websites: trailsurge.co.uk | trailsurge.eu