Refund policy

Returns, Cancellations and Refunds

This policy explains TrailSurge’s voluntary returns policy and the legal rights of consumers who buy from us. Nothing in this policy limits or excludes your statutory rights.

In this policy, “TrailSurge”, “we”, “us” and “our” means TrailSurge Ltd, trading as TrailSurge, of Unit 37, Centenary Business Centre, Nuneaton, CV11 6RY You can contact us at help@trailsurge.co.uk.

1. Online Change-of-Mind Cancellations — Your 14-Day Legal Right

If you buy goods online, by telephone, mail order or another distance-selling method, you have a legal right to cancel your order without giving a reason.

You may cancel from the date you place the order until 14 days after the day you, or a person you nominate, receive the goods. For an order delivered in multiple consignments, the 14-day period starts on the day the final item is received.

To exercise this right, email help@trailsurge.co.uk or send us another clear written statement confirming that you wish to cancel. You may use the model cancellation form at the end of this policy, but you do not have to.

If you cancel before dispatch, we will refund all payments received for the cancelled order without a cancellation, administration or restocking fee.

Once you have told us that you wish to cancel, you must send the goods back or hand them to a person authorised by us to collect them within 14 days.

You may inspect and handle goods as you would in a shop. If you handle goods beyond what is reasonably necessary to establish their nature, characteristics and functioning—for example by assembling, using, riding, installing, altering or damaging them—we may make a reasonable deduction from your refund to reflect any loss in value.

For a valid statutory cancellation, we will refund the price paid for the cancelled goods and the cost of our least expensive standard outbound delivery service. If you selected a more expensive delivery option, we will refund only the cost of our standard delivery service.

No cancellation, administration or restocking fee applies where you exercise this statutory 14-day cancellation right.

We may withhold the refund until we have received the goods back or you have provided evidence that they have been sent back, whichever happens first. We will then make the refund without undue delay and no later than 14 days after that point, using the original payment method unless we agree otherwise.

2. Return Costs for Change-of-Mind Cancellations

Unless we agree otherwise in writing, customers are responsible for the direct cost of returning non-faulty goods following a change-of-mind cancellation.

This may include suitable packaging, postage, courier collection, insurance and other direct costs required to return the goods safely.

Where an order is cancelled after dispatch, including where a customer refuses delivery or does not collect a parcel and it is returned to TrailSurge, we may recover only the actual direct cost charged by the courier for returning the goods to us. This is not a cancellation, administration or restocking fee. It applies only where the return is a change-of-mind cancellation and the applicable return costs were clearly disclosed before the order was placed.

For goods that cannot normally be returned by post because of their size, weight or nature—including certain e-bikes, e-scooters, dirt bikes, pools and hot tubs—the applicable return collection cost or maximum reasonable estimate is shown in our Return Collection Charges table before purchase and forms part of the contract.

Where you arrange your own return, you are responsible for packaging the goods securely and arranging suitable insurance. We recommend using a tracked service and retaining proof of postage. This does not affect your rights where goods are faulty, damaged, misdescribed or not delivered.

3. Our Voluntary 30-Day Returns Policy

In addition to your legal rights, TrailSurge offers a voluntary 30-day returns policy for unwanted goods.

This policy applies where:

• the return is requested within 30 calendar days of delivery;
• the item is unused, unopened and in resaleable condition;
• the item is returned with its original packaging, accessories, manuals, labels and any free gifts; and
• proof of purchase is provided.

This voluntary policy does not apply to goods that have been assembled, built, installed, ridden, used, tested, altered, damaged or removed from their original sealed packaging.

Customers using this voluntary policy are responsible for all direct return and collection costs.

Where a return is accepted under this voluntary policy, and the customer is not exercising their statutory 14-day cancellation right, we will deduct a restocking fee equal to 10% of the price paid for the returned item or items, excluding delivery charges. This reflects the cost of inspection, repackaging and preparing goods for resale.

The 10% fee never applies to a statutory 14-day cancellation.

4. Fully Built, Assembled and Used Goods

After the statutory 14-day cancellation period has ended, fully built, assembled, ridden, installed, tested, modified or used goods are not eligible for return under our voluntary change-of-mind policy.

This includes bikes, scooters, dirt bikes and other products assembled by the customer, supplied fully built by TrailSurge, or assembled by a third-party delivery or assembly provider.

If you expressly request an assembly, installation or other service to begin during the statutory cancellation period, you may be required to pay the reasonable and proportionate cost of the service already provided if you later cancel. We will obtain your express request before starting the service.

This does not affect any rights relating to faulty, misdescribed or unsafe goods.

5. Swimming Pools and Pool Sets

For online purchases, swimming pools and pool sets are covered by the same 14-day statutory cancellation right set out above.

Customers should not inflate, fill, install or use a pool unless they intend to keep it. If a pool has been assembled, inflated, filled, used, damaged or returned incomplete, we may make a reasonable deduction from a statutory cancellation refund to reflect any resulting loss in value.

Outside the statutory cancellation period, pools and pool sets are eligible for voluntary return only if they are unused, unopened, complete and in their original resaleable packaging.

6. Faulty, Damaged, Incorrect or Misdescribed Goods

If you believe an item is faulty, damaged, incorrect, misdescribed or not fit for purpose, contact help@trailsurge.co.uk as soon as possible with your order number and details of the issue. Photos and videos are helpful where available.

Nothing in this policy limits your legal rights. If goods do not meet the requirements of the Consumer Rights Act 2015, you may be entitled to a repair, replacement, price reduction or refund, depending on the circumstances.

Where goods are faulty, not as described or unfit for purpose, you may have a short-term right to reject them within 30 days of delivery and receive a refund. After that period, a repair or replacement will usually be the first remedy available. Unless we can show otherwise, a fault identified within the first six months is generally treated as having been present at delivery, unless that would be inconsistent with the nature of the goods or fault.

For confirmed faults, TrailSurge will meet the reasonable cost of return or collection.

If an inspection shows that a reported issue resulted from misuse, accidental damage, incorrect assembly, unauthorised modification, normal wear and tear or another non-manufacturing cause, the item may not qualify for a fault-based remedy. We will explain the outcome and any available chargeable return options before arranging for the goods to be sent back.

If a courier records an order as delivered but you have not received it, contact us promptly. You do not need to pursue a claim with our courier yourself.

7. Refunds

Once a return has been received, we will assess it and confirm the outcome by email.

For statutory cancellations, refunds will be made as set out in section 1. Any deduction for loss in value will be reasonable, proportionate and explained to you.

For a return accepted under our voluntary 30-day policy, we will process the refund within 14 days of receiving the returned goods and completing the necessary inspection. Any disclosed restocking fee or return-cost deduction will be explained to you.

For refunds due because goods are faulty, incorrect or misdescribed, we will make the refund without undue delay and, in any event, within 14 days of agreeing that a refund is due.

Refunds will be made using the original payment method unless we agree otherwise.

8. How to Start a Return

Email help@trailsurge.co.uk with:

• your full name and order number;
• the item you wish to return;
• the reason for return; and
• photos or videos of the item and packaging, where relevant.

Please contact us before arranging a return so we can provide the correct return address and any necessary instructions. This does not prevent you from exercising your statutory cancellation right.

9. Exceptions to the Statutory Right to Cancel

The statutory right to cancel does not apply in certain circumstances, including goods that are made to your specification or clearly personalised.

It may also be lost for sealed goods that are not suitable for return for health-protection or hygiene reasons once they have been unsealed. These exceptions apply only where relevant and do not affect your rights if goods are faulty, damaged, misdescribed or unsafe.

10. Statutory Rights

This policy does not affect your statutory rights. Goods must be of satisfactory quality, fit for purpose and as described.

Your rights may include a refund, repair, replacement, price reduction or compensation where goods do not meet those requirements.