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Returns

Returns are easy! We understand that sometimes products need to be returned, if you are not completely satisfied with your online purchase from RoughTrax and wish to return it for a refund, exchange or store credit, or whether your item has developed a fault, is damaged or is simply no longer required, we can help you out.

  • PLEASE NB: If returning correctly supplied product whereby you received our "free delivery" promotion, then we will charge for the delivery of the initial order to cover our costs - this will be taken off your refund.

Returns Policy

  • You can, within 28 (twenty-eight) days of receiving a product ordered from www.roughtrax4x4.com  return any product that you are not completely happy with.                                                                        
  • PLEASE NB: If returning correctly supplied product whereby you received our "free delivery" promotion, then we will charge for the delivery of the initial order to cover our costs - this will be taken off your refund.
  • Once you decide to return any product you must not use it and must take good care of it while it remains in your possession.
  • The product must be returned to us undamaged, not fitted and in the same state that it was sold to you in as 'new' condition (e.g not covered in oil or prints - fit for resale)  
  • Products should be returned in its original packaging without labels on the manufacturers packaging -The returned goods are your responsibility until they are delivered to our returns department.
  • Any product supplied as a kit must be returned as a kit, we cannot accept partial kit returns for credit.

Please allow up to up to 7 workings days to refund your returns, we will refund you to your original payment method. Refunds back to a credit or debit card can take up 2-3 days to show in your account.

All returns must have a completed returns form enclosed, we reserve the right to refuse an exchange or refund if goods are not returned in a saleable condition, damaged or if your returned items do not meet our returns policy guidelines.

We will not be liable for any damaged goods whilst being returned to us. We recommend that any items needing to be returned are done so in the original packaging to avoid such damage and is fit for re-sale. If you are returning a product that was sent to you in a branded manufacturers packagaing or box please ensure it is returned with this packaging or box in tact. Please do not tape, write or damage a branded product packaging or box, the branded product along with its packaging will need to be re-stocked ready for the next customer as you received it.

Unfortunately, post and package costs are non-refundable and RoughTrax are not held accountable for returns that do not reach us. We recommend returning all items recorded or signed for by a courier or Royal Mail.

RoughTrax will not be held responsible for any returns postage cost for items supplied as ordered. In the event of the goods being faulty, we will cover all costs of postage and either refund or exchange the goods.

International Returns

If you are returning anything to us from outside the EU you must complete a customs declaration correctly indicating that the parcel contains “returned goods” or similar. If your parcel is stopped in UK customs and a charge levied, we will refuse payment and the items will be returned to you. Under no circumstances will we pay customs duty in order to receive returned items.

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Returns Form

Simply print and fill out a 'Returns Form' in full and enclose it it with your product/s, ensure the product/s are in a securely wrapped parcel and your return meets our return policy guidelines.

  • PLEASE NB: If returning product whereby you received our "free delivery" promotion, then we will charge for the delivery of the initial order to cover our costs - this will be taken off your refund.

Download Returns Form

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How do I send it back?

Returning products by post

Ensure the product/s is in a securely wrapped parcel. Attach our return address details to the parcel, and then take the parcel (with the enclosed returns form) to a Post Office.
Please do not attach any labels or tape to the original product packaging as this will have to be re-stocked ready for the next customer.

Returning products by courier

Ensure the product/s is in a securely wrapped parcel. Go to one of the following recommended shipping companies who will provide you with a quotation for different services available once you have entered the parcel(s) size and weights required;
www.interparcel.com
www.parcel2go.com
www.wedelivertheworld.co.uk
Simply print and attach the shipping labels sent to you from them by email to the parcel (with the enclosed returns form) and wait for your collection date and desired time slot by the courier company you have selected.

Let us arrange your return

RoughTrax can arrange the return of your parcel and take payment off the cost of the final credit with two options:

  • Option one: RoughTrax can arrange a collection of a return parcel from any UK Mainland address where someone will be in for the collection between Monday to Friday. If the courier arrives and you are not there or the parcel is not ready you will be charged each time the courier attempts to collect.
    (parcel size is restricted to a box up to 150cm in length and 300cm length and girth combined only).

    Cost of service is £12.00+VAT (Price from United Kingdom Mainland ONLY)
    UK Highlands/Islands/International please email us for cost options info@roughtrax4x4.com.
     
  • Option Two: RoughTrax can email you a returns label to attach to the parcel, then you can take this to your local Post Office which is returned to RoughTrax on a 48hr service - subject to size / weight
    Parcel weight is restricted to 3 kg 
    Parcel size up to 60 x 60 x 60 cm or equivalent volumetric size.

    Cost of this Royal Mail Post returns service is £6.25+VAT (Price from United Kingdom ONLY)

    International please email us for cost options info@roughtrax4x4.com.

Please contact us if you require any of the services above by email info@roughtrax4x4.comor telephone +44 (0)117 986 9065.

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What address do I return it to?

Any returned goods must be returned to the following address, which can be found on the returns form.

Returns Department, RoughTrax Ltd, Units 4-7 Pixash Business Centre, Pixash Lane, Keynsham, Bristol, BS31 1TP.

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Items that can't be returned

The following items are not included in our 28 day returns policy. This excludes faulty items which can be returned in line with our standard faulty item return policy.

  • Specially ordered products
  • 'Stocked to order' products
  • Customised products
  • Any product supplied as a kit can only be returned as a full kit, not partial components returned for credit.
  • Gift vouchers
  • Products damaged by the customer
  • Painted products
  • Used or fitted products
  • Modified products

We will not be able to accept any returns on products that have been personalised, made or specially ordered for individual requirements.

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Your right to cancel an order

You have the right to cancel an order for the supply of goods at any time from the day on which the contract is concluded (when the order confirmation email is sent) until the expiry of the period of 28 (twenty eight) days of receiving a product, by giving notice of cancellation by email, post or telephone.

Under the Distance Selling Regulations 2014, unless an exception applies, if you are a consumer, you have a cooling off period during which you are entitled to cancel your purchase if, for any reason, you decide you no longer require the goods or services. This is an additional right and does not affect your statutory right to reject faulty goods or unsatisfactory services.

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Warranty Returns

Goods supplied by RoughTrax have a warranty period of 12 months or 24 months for all exhausts from date of supply. To return your faulty item please print and complete one of our returns forms and contact RoughTrax by email or telephone to arrange a collection of your warranty return. Please visit our warranty page for full guidelines on warranty returns.
Warranties are not extended to a replacement part, only from the time of the initial product purchase.

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Cylinder Head Returns

All complete cylinder heads sold by RoughTrax are subject to exchange of your original unit. We re-use and recondition the internals of the cylinder head. The cylinder head casting is scrap.

We will send the cylinder head to you without any surcharge applied, and then once your vehicle is up and running, simply call or email us to arrange the collection of your old cylinder head unit. You may be liable for an additional surcharge if we fail to receive your returns cylinder head within a reasonable time period.

This exchange service is built into the cost of the cylinder head. We are physically charged £15.00+VAT for each collection attempt from you so please make sure someone will be at the address for the collection to avoid any additional charges.

Unfortunately cylinder heads are not available for export, nor to be exported unless we receive your exchange unit in advanced and it is authorised by RoughTrax.

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Surcharged Returns

Any product that a surcharge applies will be included within the total price of the product. The customer is responsible to arrange the returns and cover the cost of the returns postage.

For more details on how to return an exchange unit please see “How do I send it back?” below our returns policy at the top of the page.

Once the unit is received back to RoughTrax, it will first be inspected by our specialist rebuilders to ensure it can be reconditioned before the surcharge can be refunded.

The serviceable exchange unit must be suitable for reconditioning; broken or incomplete units will not be accepted.

The surcharge will be refunded back to the same payment method & details it was paid by.

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