While we hope you will be happy with your purchase at Pulltrain, we know you may sometimes need to return them. If you do, this policy has all the information you will need to know.
Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of sale. We reserve the right to change this Returns Policy at any time.
It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise then these need to be reported to us immediately so that we can further investigate the issue.
The Returns Policy is valid for 14 days from receipt of your item. We encourage and advise our customers to check the sizes, colors and description carefully before placing their order for a much better shopping experience.
Please follow the Returns Procedure below:
Although we take care to prevent any damage to your goods during transit, it is possible that problems may arise. We take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail. Please accept our apologies if you have received a damaged item.
If you receive an item that is faulty or damaged, you may return it to us and we will replace it, if stock is available, or provide a refund. A replacement will be sent, or a refund will be made when we receive the returned item/s from you.
You can contact our customer service representatives at firstname.lastname@example.org. Please attach any pictures you have of the damage to the message. A member of our team will review the details and offer the best resolution to resolve your query.
Duplicate or Incorrect Item;
We have high standards when it comes to packaging your order, however, mistakes do occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience.
We will review each case individually when considering the return of the product; in some cases we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible.
If you receive a duplicate item or an incorrect item sent to you as a result of our error, you may return it to us and we will provide a refund, or replace the incorrect item with the correct one if stock is available. A replacement will be sent, or a refund will be made when we receive the returned item/s from you. We are more than happy to refund postage costs to return an item where the return is required due to our error.
Unwanted items can be returned to us up to 14 days after the date we send it to you. Products must be returned to us in their original condition and packaging. Some unwanted items can only be returned to us if they are unopened and unused in any way. We cannot refund or exchange an opened or used item unless it is faulty.
We will make a full refund to your card when we receive the returned item.
We will not reimburse any postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods.
You will need to obtain a proof of postage receipt when you send your item to us. Proof of postage does not cost anything but without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit.
If you request a replacement and the product is no longer available, we will process a refund back to the original account used to purchase the item.
Any item you have accepted and then returned is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.
Before attempting to return an order you will need to contact our customer service team or email us to request a returns authorization number. Without this number it can be difficult to process your return, meaning that the process may take longer.
We will need to know your order number, the item/s you want to return and the reason for return. Upon receipt of these details we will provide you with a unique returns authorization number and all the necessary information to arrange the return.
To return an item you must request a ‘Returns Authorization’ by contacting our customer service representatives at email@example.com.
Once the return instructions are obtained, package the item securely and include the printed ‘Returns Authorization’ that is provided. Obtain a proof of postage when you send the item. If a returned item is lost in the post you will need to claim for its loss from the courier provider who will require proof of postage. You need to update us with the return receipt and tracking information of the returned item via email. We reserve the right not to accept returns that do not have a ‘Returns Authorization’.
We check all returned items and reserve the right to return the product to you at your expense or charge a reasonable re-stocking fee if we cannot reproduce the fault on our equipment.
We will not refund postage costs to return any item due to reported damage or fault where no error was found in the testing process. Costs of posting the item back to you will depend on the item and will be communicated to you after the checking process has been completed.
NOTE: You must get appropriate cover for the delivery of all items in case anything gets lost in the post. You will need to claim for any items lost in delivery from the courier provider as we cannot. Proof of Posting is available when you send your item from the Post Office (or any courier provider) and does not cost anything. Without Proof of Posting we cannot make any refunds if the item does not get to us.
Items that cannot be returned;
Most items bought from us can be returned, however, the nature and use of some items means that we cannot accept a return on them. Items that cannot be returned are explained below:
• Worn, dirty, washed or altered items cannot be returned.
• Made to order items.
• Any product with a security seal or tag cannot be exchanged or refunded if the seal is broken. Such goods need to be in pristine condition with any retail seals unbroken.
• Gift cards and vouchers cannot be returned or encashed.
If you are not satisfied with the way in which we have handled the return or replacement of any item, we want to hear about this. We believe in communication and its importance and our aim is to resolve the matter for you and ask that you please contact our customer service representatives at firstname.lastname@example.org.
Right to Cancel;
We aim to ship your order the very next working day after it has been placed, however, some orders may get delayed due to the weekend/public holiday and are shipped out the very next working day. If you change your mind, you can cancel an order within 6 hours with or without giving a reason. The cancellation period will expire after 6 hours from the time of purchase and the customer will be liable to pay for the return charges.
To exercise the right to cancel, you must inform us of your decision to cancel this contract by contacting our customer service representatives at email@example.com.
Effects of Cancellation;
If you cancel this contract, we will reimburse to you all payments received from you, including the cost of delivery (except for supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.
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 the contract.
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. You will have to bear the direct cost of returning the goods.
If you still like to contact us regarding the Returns and Cancellations please see our Contact Us page for details.