Returns & Exchanges
Please read through the below as this will help us to ensure we process your return quickly and efficiently.
To complete a return to Trekmates please visit our DPD returns portal: https://returns.dpd.co.uk/outdoor-sports-company/GB/home and follow the instructions making sure you have the original order number to hand (this is located in the top left corner on the packing slip in your parcel, in the box referenced "PO Number").
Once you have completed the required information please ensure this Returns Form is sent inside the parcel along with the item/s you are returning.
Refunds: We can refund the original price of an item within 30 days of receipt of your order. We can only refund online. Your refund will be made to the original payment card used to place the order. We’ll let you know once it’s gone through.
Exchange: Unfortunately, our ecommerce system does not support exchanges, instead please return the goods via our subsidised next day returns courier service so we can refund your initial purchase.
Costs: Any returns courier costs are subsidised but non-refundable.
If you decide to return products back to us, you must not use them, and must take reasonable care of them while they remain in your possession. When you are returning an item, please ensure that it is packaged sufficiently to survive damage during transit. We request that returned items are sent on a recorded service that includes insurance. Please retain your proof of purchase. It is your responsibility to pay the subsidised postage costs for any items returned to us. We are not responsible for items lost or delayed on their way back to us but by sharing our access to a premium tracked and insured carrier like DPD we hope to minimise the chance of this happening and thereby save headaches for both of us.