Trailmed UK Cancellation & Return Policy
Your Right to Cancel (Physical Products)
As a consumer in the UK, you have the right to cancel your online order within 14 days of receiving your goods without giving a reason. To exercise this right, you must inform us of your decision to cancel by a clear statement (e.g., a letter sent by post or email).
The cancellation period will expire after 14 days from the day you, or a third party indicated by you (other than the carrier), acquires physical possession of the goods.
How to Cancel and Return an Item
Notify Us: Please get in touch with our customer service team at office@trailmed.co.uk or by calling us on 0116 259 8373 to let us know you wish to return your item.
Return the Goods: You must send the goods back to us at the address provided by our customer service team without undue delay and no later than 14 days from the day on which you communicate your cancellation. You will be responsible for the direct cost of returning the goods.
Condition of Goods: The goods must be returned in their original condition and, where possible, in their original packaging. Please note that if the value of the goods has diminished due to your handling, we may deduct an amount from your refund.
Refunds
If you cancel your order, we will reimburse you for all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive standard delivery offered by us).
We will make the reimbursement without undue delay, and not later than:
14 days after the day we receive back from you any goods supplied, or
(if earlier) 14 days after the day you provide evidence that you have returned the goods, or
if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement.
Exceptions to the Right to Cancel
Please note that you do not have the right to cancel in the following cases:
Perishable Goods: The supply of goods that are liable to deteriorate or expire rapidly, such as certain food or drink products.
Sealed Goods: The supply of goods which are not suitable for return due to health protection or hygiene reasons if they were unsealed after delivery (e.g., first aid kit components, supplements).
Services: The right to cancel does not apply to services that have been fully performed (e.g., blood tests, performance plans) if you agreed to this at the time of purchase and acknowledged that you would lose your right to cancel once the service was fully completed.
Faulty Goods
If your product is faulty, not as described, or not fit for purpose, you have the right to a refund, replacement, or repair under the Consumer Rights Act 2015. Please contact us immediately with details of the issue. We will cover the cost of returning faulty items.
Cancellation of Services (e.g., Performance Plans, Blood Tests)
This section applies to the cancellation of services that have been booked or purchased from TrailMed.
Your Right to Cancel a Service
Under the Consumer Contracts Regulations 2013, you have a 14-day cooling-off period to cancel a service contract without giving a reason, starting from the day the contract is agreed.
However, if you expressly request the service to begin within these 14 days, and then you decide to cancel, you will be liable to pay for any service that has been performed up to the point of cancellation. This amount will be calculated on a pro rata basis to reflect the work and resources already committed.
Our Cancellation Policy and Charges
We understand that plans can change. Our cancellation policy is designed to be fair to both you and our business, covering costs incurred and lost business opportunities.
Cancellations with more than 48 hours' notice: You can cancel your service booking with at least 48 hours' notice before the scheduled appointment time. In this case, you will be entitled to a full refund of any prepaid fees.
Cancellations with less than 48 hours' notice: If you cancel with less than 48 hours' notice, a cancellation fee of 50% of the service fee may be charged. This fee covers the direct costs incurred and the inability to re-book the service slot.
No-Shows: If you do not attend a scheduled appointment without any prior notice, you may be charged the full cost of the service.
How to Cancel a Service
To cancel a service, please get in touch with us in writing at office@trailmed.co.uk or by phone at 0116 259 8373. The notice period will be calculated from the time we receive your notification. We recommend using a method that provides proof of postage or delivery.
Exceptional Circumstances
We understand that genuine emergencies or unforeseen circumstances can arise. If you need to cancel a service booking due to serious illness, a death in the family, or other exceptional circumstances, please get in touch with us to discuss the matter. We will consider waiving or reducing the cancellation fee on a case-by-case basis.