RETURNS POLICY

Here at Towmate Trailers we understand that from time to time you may wish to return a product to us. We like to make things as easy as possible for our customers. As a result, Towmate Trailers has a no quibble returns policy for its Towmate Trailers goods (the goods) providing the following conditions are met.

1) You notify us within 14 days of receipt of the goods.

2) The goods are in a new saleable condition as supplied, with original packaging if any, and unused.

3) The goods are classified on the Towmate Trailers system as a “stocked” product.

4) In the case of damage on receipt we must be notified no later than 3 days after delivery.

If the goods were procured specially as a non-stock item, a return will only be authorised if the goods can be returned to Towmate Trailers’ supplier who will normally apply their own handling and collection charges.

If the goods were manufactured to your own bespoke specification, they are not returnable unless they have been made incorrectly.

Please read the following notes carefully to ensure you fully understand the policy.

If you are a consumer, we will refund the price you paid for the goods together with any original delivery charge, less a handling charge, within 14 days of receiving them back. This will be done via whichever payment method was originally used.

If you are a business a credit note will be issued within 14 days of receiving them back less a handling charge and the original carriage charge.

In all cases:

The goods must be in their original unused condition as supplied. If there is a manufacturers defect or damage in transit – see Faulty or Damaged goods below.

If you are looking to return a product (including if you have found a fault with a product) contact our customer service department via phone on 01206 589550, via email at sales@towmatetrailers.com, or by using the form on our website. If the request complies with our Returns Policy, a code will be issued to you with instructions as to how to return the product to us.

Assuming the request meets Towmate Trailers’ returns policy, a Returns Authorisation Reference Number will be issued which must be included with the goods when they are returned.

You must return the goods at your own cost, and in a suitable way so as not to incur damage, and in a manner that provides proof of delivery back to us. The goods will be at your own risk during transit. If collection is booked on your behalf by Towmate Trailers, you will be charged no less than £100.00 or the carrier’s collection surcharge if higher.

How to Return a Faulty or Damaged Item

Towmate Trailers prides itself on providing good quality equipment, however, from time to time it is inevitable that manufacturing faults will occur or that an item will be damaged in transit. For us to rectify this for you as soon as possible please follow the process below.

1. If your item, or any packaging for your item, is visibly damaged when it is delivered to you, please ensure the courier notes this and that you sign for the item as damaged. You should then contact Towmate Trailers immediately, with photos of the damage if possible so that such damage can be rectified by us as soon as possible.
2. Faults must be reported immediately as continued use of the item may invalidate any warranty. Towmate Trailers will reply with a suggested means of rectification in accordance with the terms of the Warranty Policy.
3. For warranty matters Towmate Trailers is not responsible for any costs in getting the product back if required, any consequential loss of earnings, or any other financial loss, due to a claim. If a collection is necessary Towmate Trailers will arrange this with our preferred courier and notify you of when the item will be collected. This collection will be within usual office hours, and should the collection fail because the item is not made available to the courier you will be responsible for the cost of this also.
4. Should you require a replacement you will need to place a new order for this. Free of charge replacements will not be sent prior to the faulty item being received and assessed by Towmate Trailers.
5. Once the item is received by Towmate Trailers, it will be inspected, and if the item is found to be faulty, and not damaged or misused, it will be repaired and returned at our expense.
6. If the item is deemed to be in reasonable working order, you will be liable for the cost of returning the item to yourself.
7. Any advisory adjustments or repairs / replacements will be notified prior to return and will be chargeable on supply of your authorisation and order number

Unauthorised Returns

Where you return goods in contravention of this policy or where you do not have any other legal right to return the product:

1. We reserve the right to refuse to refund the goods.
2. We reserve the right to retain the goods until such time as we receive payment for any additional charges relating to re-delivery of the returned goods.

Return Address

When authorised, returns must include the Return Authorisation Form and be clearly addressed to:

Towmate Trailers Ltd
Returns Department
Unit 1, Whitehall Road
Colchester, Essex
CO2 8WA