At Trainer’s Haven, we want our returns and refund process to be clear and straightforward. This policy applies to purchases made through trainershaven.co.uk and does not affect your statutory rights.
Your Right to Cancel (Change of Mind)
If you are a consumer purchasing online, you normally have the right to cancel your order within 14 calendar days of receiving your goods without giving a reason.
To exercise your right to cancel, please contact us within 14 days of receiving your order:
Email: info@trainershaven.co.uk
Please include your order number and clearly state that you wish to cancel and return your order.
After notifying us, you must return the goods within 14 days.
Condition of Returned Items
For change-of-mind returns, products must be returned in the same condition in which they were supplied, with all original packaging, seals, accessories and contents intact.
Trading card products and other sealed collectible products must remain unopened and factory sealed to be eligible for a change-of-mind return.
We reserve the right to make an appropriate deduction from any refund where goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functionality, where permitted by law.
These requirements do not affect your statutory rights where an item is faulty, damaged, incorrect, not as described or otherwise does not conform to the contract.
Exchanges
We do not offer exchanges.
If you wish to return an eligible item and purchase a different product, please return the original item in accordance with this Returns & Refunds Policy and place a new order separately.
This does not affect your statutory rights where an item is faulty, damaged, incorrect or not as described.
Return Shipping Costs
For change-of-mind cancellations, you are responsible for the cost of returning the goods to us.
We recommend using a tracked delivery service and retaining proof of postage until your return has been processed.
If an item is faulty, damaged, incorrect or not as described, please contact us before returning it. Where appropriate, Trainer’s Haven will arrange or reimburse reasonable return postage costs.
Refunds
Once your return has been received and inspected, we will process any refund due to your original payment method.
For a valid cancellation under your statutory cancellation rights, we will refund the price paid for the goods together with the cost of our least expensive standard delivery option, where applicable.
If you selected a more expensive delivery service, any additional amount paid above our standard delivery charge will not normally be refunded.
Refunds will be processed within 14 days of receiving the returned goods or, where applicable, receiving evidence that the goods have been returned.
Your bank or payment provider may take additional time to credit the funds to your account.
Faulty, Damaged or Incorrect Items
If your order arrives faulty, damaged, incorrect or not as described, please contact us as soon as reasonably possible.
Please provide:
- Your order number
- A description of the problem
- Photographs of the item and packaging where relevant
We will assess the issue and provide an appropriate remedy in accordance with your statutory rights. Depending on the circumstances, this may include a replacement, repair or refund.
Order Cancellations Before Dispatch
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.
Where possible, we will cancel the order and issue a refund before dispatch.
If the order has already been dispatched, you may exercise your applicable cancellation rights after receiving it.
How to Make a Return
Before sending a return, please contact:
Trainer’s Haven
Email: info@trainershaven.co.uk
Please include your order number and reason for contacting us so that we can provide the appropriate return instructions.
Returns should be securely packaged to prevent damage in transit.
Contact Us
If you have any questions about returns, refunds or cancellations, please contact:
Trainer’s Haven
35 North Street
Crewe
CW1 4NJ
United Kingdom
Email: info@trainershaven.co.uk
Phone: +44 7471 490006
Trainer’s Haven is operated by a UK-based sole trader.