Returns & Refunds
Consumer returns
We want you to be satisfied with your purchase.
If you are purchasing as a consumer, you normally have the right to cancel an online order within 14 days of receiving the goods, without providing a reason.
After notifying us that you wish to cancel, you have a further 14 days to return the goods. These statutory cancellation rights apply to most standard products purchased online.
To request a return, please contact us before sending the product back:
Email: shop@truckers-shop.com
Please include:
- your order number;
- your full name;
- the product you wish to return;
- the reason for the return, where applicable.
Condition of returned goods
Returned goods should be:
- unused, except for reasonable inspection;
- complete and in resalable condition;
- returned with all components, accessories and instructions;
- packaged carefully to prevent damage in transit.
You may inspect a product in the same way that you would reasonably inspect it in a physical shop. We may reduce the refund where the value of the goods has been reduced by handling beyond what is reasonably necessary to inspect the product.
Return postage
Unless the product is faulty, damaged, incorrectly supplied or otherwise not as described, the customer is responsible for the cost of returning the goods.
We recommend using a tracked postal or courier service and retaining proof of postage.
Please do not return any goods before contacting us and receiving return instructions.
Faulty, damaged or incorrect goods
Please inspect your order as soon as possible after delivery.
Contact us promptly if the product is:
- damaged during delivery;
- faulty;
- not as described;
- different from the product ordered;
- missing components.
Please provide your order number and clear photographs showing the issue.
Where appropriate, we will arrange a replacement, repair or refund in accordance with your statutory rights.
Custom-made and personalised products
The statutory right to cancel may not apply to products that are:
- made to the customer’s individual measurements;
- manufactured to the customer’s specification;
- personalised;
- custom-coloured or specially configured for the customer.
This may include certain made-to-order curtains, pelmets, floor sets, seat covers and other customised cab products.
A product is not automatically excluded from return merely because it is described as “made to order”. The exception applies where the product has genuinely been personalised or manufactured to the customer’s individual specification.
Faulty, damaged, incorrectly supplied or misdescribed custom-made products remain covered by the customer’s statutory rights.
Refunds
Once the returned product has been received and inspected, we will confirm whether the return has been approved.
Approved refunds will normally be made using the original payment method.
For a valid consumer cancellation, the refund will include the standard outbound delivery charge where required by law. Any additional amount paid for an enhanced or express delivery service may not be refundable.
We will normally issue the refund within 14 days of:
- receiving the returned goods; or
- receiving evidence that the goods have been returned,
whichever occurs first.
We may reduce the refund if the value of the goods has been reduced by handling beyond what is reasonably necessary to inspect them.
Non-returnable items
Unless faulty, damaged, incorrectly supplied or not as described, we may be unable to accept returns of:
- personalised or custom-manufactured products;
- products made to individual measurements;
- products altered after delivery;
- incomplete products;
- products damaged through misuse, incorrect fitting or improper installation;
- products returned without essential parts or accessories.
Business customers
The statutory 14-day consumer cancellation period does not normally apply to purchases made wholly for business purposes.
Returns from business customers are subject to prior approval and the terms agreed at the time of purchase. Business buyers do not normally receive the same automatic cooling-off period as consumers.
Return address
Please contact us before returning any goods. We will confirm the correct return address and provide return instructions.
Truckers Outlet
9 Kirton Road
Scotter
DN21 3SW
United Kingdom
Email: shop@truckers-shop.com
Your statutory rights
Nothing in this policy limits or excludes any rights available to consumers under applicable UK consumer law.