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TRADE BASE RETURNS POLICY
If you’re not happy with your purchase, for any reason, we will offer you a full refund within the first 21 days. Anything with a value under £70 will be subject to a transportation charge. This will be subject to the product & packaging being in a resaleable condition.
If you need to return your products outside of the 21-day period you will need to contact us on 02380 769 112 or email and request a returns form. Goods can still be returned based on the charges and “things to note” below.
*Collection & redelivery fees apply. Please see “Charges” section below. We can't accept returns or exchanges for products that have been used or installed.
Visit our online returns form here: Returns Form
Whilst all our products pass strict quality standards and our ceramic products are shipped via a white glove delivery service, on very rare occasions you may find an item arrives damaged.
Please make sure you take time to inspect your goods as soon as you receive them and let us know within 48 hours of receipt if an item is damaged. Please send photos on a WhatsApp message to our customer service number 07592 133270 or an email to your account manager. Once the damage has been confirmed, we’ll ensure its replaced free of charge immediately.
Photos will be required to confirm damage. These are required prior to installation as no refund or replacement can be arrange once the goods have been installed.
We won't charge you a restocking fee for returning your products inside the 21-day period, but we reserve the right to charge you the transportation costs associated with the return. This will depend on the size, weight and type of item(s) being returned.
If there was a surcharge on your original delivery (due to additional transport costs), we'll have to apply a similar charge to your collection. This will be charged at the applicable rate at the time of collection.
If you are exchanging an unwanted item, you will also be required to pay the delivery cost of your new item.
Items that we agree can be returned outside of the 21-day period will have a 30% re-stocking charge applied to them.
We reserve the right to charge a re-stocking fee of up to 30% on products returned within the 21-day period.
No goods can be returned after a 60-day period.
Just a few things to note:
Refunds will not be issued for "special items", these are items that have to be ordered in at the customers request. These products will be shown on your invoice, quote, order confirmation or delivery paperwork with a code starting "ZZ-". If you have any question or doubt relating to whether or not one of your products is a “special item” please speak to us immediately for clarification.
Refunds will not be issued for items that have been opened and are not in re-saleable condition (ie: any defect in the packaging, however minor. This includes torn packaging and writing or labels on the packaging.)
Refunds will not be issued for items that have been installed or altered in any way.
Refunds will not be issued for items returned missing parts including fitting instructions.
We can't accept returns in person at our warehouse.
We'll always try to issue refunds as soon as possible and, at most, within 14 days of receiving your returned items.
Your statutory rights are not affected.
Our returns address is:
Trade Base Direct Limited
Units 3 and 4 Telford Gate
West Portway Business Park
If you have any further queries please email [email protected]