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Firetrail Returns Policy

Our returns policy is valid for 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund for unwanted items.

Instructions on Returning Unwanted Items

Please use our returns form where possible - see above 'DOWNLOAD RETURNS PDF'

If you do not have access to a printer, please make sure that all of the relevant information on the form is clearly written on a note or letter and included with the return.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging with labels etc. intact.

Several types of goods are exempt from being returned. Perishable goods such as food or magazines cannot be returned. Socks & Underwear can only be returned if everything is exactly as it was received. Packaging and labelling must be intact, and underwear must be unworn. Hazardous materials or flammable liquids or gases may not be returned. If there is any sign or possibility that the goods have been used, tampered with or contaminated in any way then we regret that we are unable to accept a return on the grounds of consumer safety. Zips are typically not covered under a manufacturer's warranty. Gift vouchers are also non-returnable.

To complete your return, we require a receipt or proof of purchase (in-store purchases only).

Warranty

If you feel that your item is defective/broken/faulty and it is still under warranty, please contact our Customer Support team (support@firetrail.co.uk) with as much information as possible with regards to the fault, including photos if applicable. If we require you to send it to us, please make sure the item is clean and dry or we may have to charge for cleaning.

Please use our returns form where possible.

If you do not have access to a printer, please make sure that all of the relevant information on the form is clearly written on a note or letter and included with the return.

Please do not send your purchase back to the manufacturer. Some of our brands offer guarantees beyond the statutory legal requirements - if in doubt, please get in touch.

We cannot make any decisions before inspecting any claim. Should the item be found genuinely faulty, we aim to reach a fair and agreed solution, which may be a refund, a replacement or a professional repair.

Please note: We may need to send items to the original supplier for assessment. This process can take up to four weeks or longer during busy periods.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund for the item/s and any standard postage paid will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund, please contact us at support@firetrail.co.uk.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges
We do not offer exchanges. Instead we ask you kindly to complete a new order for the desired replacement and return the unwanted item(s) for a refund. While this might seem more complicated, we can assure you it is by far the most efficient and fastest way to ensure that you receive the goods you require.

Any returns sent back requesting an exchange will be refunded in line with our returns process.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

Please use our returns form where possible.

If you do not have access to a printer, please make sure that all of the relevant information on the form is clearly written on a note or letter and included with the return.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and s/he will find out about your return.

Shipping
To return your product, you should mail your product to: Firetrail Ltd, Aboyne Castle Business Centre, Unit 3, Aboyne, AB34 5JP, United Kingdom.

Please use our returns form where possible.

If you do not have access to a printer, please make sure that all of the relevant information on the form is clearly written on a note or letter and included with the return.

We regret to inform you that we cannot be held responsible for returned goods that become lost or damaged in transit, so please obtain proof of postage or use a recorded delivery.

You will be responsible for paying for your own shipping costs for returning your item (unless we are dealing with a confirmed warranty issue).

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