Returns & Refunds Policy
At My Trailer Parts, we want you to be satisfied with your purchase. If you purchase goods from us online as a consumer, you have certain statutory rights, including a legal right to cancel most online purchases within 14 days of receiving your goods.
Nothing in this Returns & Refunds Policy affects or limits your statutory rights.
My Trailer Parts is a trading name of FS Trailers Ltd, Unit 8 Clifton Road, Huntingdon, Cambridgeshire, PE29 7EJ, United Kingdom.
1. Changing Your Mind – Online Orders
If you are a consumer and have purchased goods from us online, you generally have the right to cancel your order without giving a reason.
The cancellation period normally ends 14 days after the day on which you, or someone you nominate other than the carrier, receives the goods.
If your order contains multiple goods that are delivered separately, the cancellation period normally ends 14 days after the day you receive the final goods.
To cancel your order, please contact us within the applicable cancellation period.
You can contact us by:
Email: sales@mytrailerparts.co.uk
Telephone: 01480 45 33 33
You do not have to give a reason for cancelling.
You may use the cancellation form included in our Terms & Conditions, but you do not have to use that form.
2. Returning Unwanted Goods
Once you have notified us that you wish to cancel, you should return the goods to us without undue delay and normally within 14 days of notifying us of your cancellation.
Unless the goods are faulty, damaged, incorrect or otherwise do not conform to the contract, you will normally be responsible for the direct cost of returning unwanted goods.
Please contact us before returning large or particularly bulky items so that we can provide appropriate return instructions.
Goods should be returned in a condition that allows us to inspect them.
You are responsible for taking reasonable care of the goods while they are in your possession.
You may handle goods as reasonably necessary to establish their nature, characteristics and functionality. However, if goods have been handled beyond what would reasonably be permitted in a shop and their value has been reduced as a result, we may be entitled to make a deduction from the refund where permitted by law.
3. Refunds for Cancelled Orders
Where you validly cancel an online order under your statutory cancellation rights, we will refund the payments we are required to refund by law.
This will normally include:
the price paid for the goods; and
the cost of our least expensive standard delivery service.
If you selected a more expensive delivery option, we are not required to refund the additional cost above our standard delivery charge.
We will normally refund you using the same payment method used for the original transaction unless you expressly agree otherwise.
We will issue the refund without undue delay and, in accordance with applicable law, normally within 14 days of receiving the returned goods, or earlier where you provide reasonable evidence that the goods have been returned.
We will not charge a standard administration or handling fee simply because you have exercised your statutory cancellation right.
4. Faulty, Damaged or Incorrect Goods
If goods arrive damaged, are faulty, are not as described, or you have received the wrong item, please contact us as soon as reasonably possible.
We may ask you to provide photographs or other information to help us investigate the problem.
Please report delivery damage or missing items promptly, preferably within 24 hours, as this helps us investigate courier and warehouse issues quickly.
However, failure to report a problem within 24 hours does not remove or limit your statutory rights.
Where goods are faulty, damaged, incorrectly supplied or otherwise do not conform to the contract, we will deal with the matter in accordance with your statutory rights.
Depending on the circumstances, this may include arranging a repair, replacement, price reduction or refund.
Where we are responsible for returning faulty, damaged or incorrectly supplied goods, we will provide appropriate instructions and will bear the applicable reasonable return costs where required by law.
5. Items Sold by the Metre
Some products, including certain electrical cables, may be supplied by the metre and may be cut to the length requested by the customer.
Where goods are made to the customer's specifications or clearly personalised, the statutory 14-day cancellation right may not apply.
However, this does not remove your statutory rights where the goods are faulty, damaged, incorrectly supplied or otherwise do not conform to the contract.
Before purchasing a product that will be cut to a specified length or otherwise made to your requirements, please check the product description carefully.
If you are unsure whether an item can be returned, please contact us before ordering.
6. Unused and Resalable Goods
For change-of-mind returns, we ask that goods are returned in a condition suitable for inspection and resale.
Where applicable, goods should be returned with their original packaging, instructions, accessories and other supplied components.
However, we will not use packaging requirements to remove or restrict statutory cancellation rights.
Where goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functionality and this reduces their value, we may make a deduction from the refund where permitted by law.
7. Missing Items
If an item appears to be missing from your delivery, please contact us as soon as reasonably possible, preferably within 24 hours of delivery.
We will investigate the order and delivery and, where appropriate, arrange for the missing item to be supplied or otherwise resolve the matter in accordance with your statutory rights.
8. Exchanges
If you wish to exchange an unwanted item for a different product, please contact us before returning the item.
An exchange is not a replacement for any statutory remedy you may have where goods are faulty, damaged or incorrectly supplied.
Where an exchange is requested because you have changed your mind, the original goods may need to be returned and a new order may need to be placed.
Any difference in price will be payable or refundable as appropriate.
9. Non-Returnable or Excluded Items
Certain goods may be excluded from the statutory right to cancel where permitted by law.
This may include goods that:
have been made to your specifications;
have been clearly personalised; or
fall within another specific statutory exception.
Any applicable cancellation-right exclusion will be identified in the product information where reasonably possible.
An item being sold by the metre does not, by itself, mean that all statutory rights are excluded.
10. Manufacturer Packaging and Fitting
Where reasonably possible, please retain the original packaging until you are satisfied that the product is suitable and functioning correctly.
Where products are supplied with fitting instructions, installation instructions or manufacturer information, these should be followed carefully.
For safety-critical trailer components, we recommend that installation is carried out by a suitably qualified and competent person where appropriate.
Incorrect fitting or installation may affect the operation of a product and may cause damage or injury.
This does not affect your statutory rights where the product itself is faulty or does not conform to the contract.
11. Contacting Us About a Return
Before returning goods, please contact us so that we can provide the appropriate return instructions.
Email: sales@mytrailerparts.co.uk
Telephone: 01480 45 33 33
Returns address:
FS Trailers Ltd
Unit 8 Clifton Road
Huntingdon
Cambridgeshire
PE29 7EJ
United Kingdom
Please include your order number or invoice number with your return where possible so that we can identify the order quickly.
We recommend using a tracked or insured delivery service when returning goods, particularly where the goods are valuable.
12. Returns and Refunds for Business Customers
If you are purchasing goods wholly or mainly for the purposes of your business, trade, craft or profession, different legal rights may apply.
Where applicable, returns and refunds for business customers will be dealt with in accordance with the agreed business or trade terms.
Nothing in this section is intended to incorrectly classify a consumer as a business customer or remove rights that cannot legally be removed.
13. Statutory Rights
Our Returns & Refunds Policy does not affect your statutory rights.
Consumer purchases are subject to applicable UK consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, as applicable.
Where there is a conflict between this policy and a mandatory statutory consumer right, the statutory right will apply.