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36 used
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Trade Counter Direct Frequently Asked Questions
What to do if my item isn't working?
If an item is faulty and was purchased less than 30 days ago, please email them with your order number, and description of the fault and they will arrange a replacement or refund for you.
If this 30-day period has passed, they will offer a repair or replacement provided that you report the fault within 12 months of purchase.
If they are unable to repair or replace the item(s) they will provide you with a refund.
After 12 months, your statutory rights as a consumer will continue to apply.
What is the overseas shipping policy?
Please contact their sales team for pricing and availability of shipping to your designated country.
Please note that they are unable to ship batteries (unless they are part of a kit) or gas canisters outside of the UK mainland.
Pricing may vary on larger items. Please add the required items to your basket along with your postal code for accurate carriage charges.
Can I return the product that I'm not satisfied with?
Yes. If you no longer require your goods or have ordered an item in error they offer a full refund within 30 days of purchase if the item is returned to them in its original condition and packaging.
Please contact a member of their team who will provide the required returns documents for you to enclose within the parcel.
Please ensure your product is packed sufficiently well to ensure it is not damaged in transit.
They recommend returning goods using a tracked courier service as they cannot be held responsible for items lost/damaged in transit to themselves.
What if my parcel was damaged in transit?
If the package looks damaged in any way you can refuse the delivery, this will automatically return the item back to them.
You must inform them immediately by e-mail or phone of any damaged goods.
If you have accepted the item and upon opening the product discover it is damaged, please contact their customer service team within 72 hours of receiving it.
If they do not receive contact within this time frame, they cannot raise a claim with their couriers and unfortunately, they will not be able to issue a replacement or refund.
You will be asked to email in an image of the damaged unit, all packaging the item was delivered in and the courier label so to speed up the process please have these ready to be emailed to one of their team who will personally handle this for you.