Refund policy

Last updated: 13 November 2026

Returns at a Glance

  • 30-day return window for all items
  • Returns accepted for both defective and non-defective items
  • Items must be returned in new condition
  • Returns are sent by mail
  • Free return label: download it from your return confirmation and print it yourself
  • Return shipping is free
  • No restocking fees
  • Refunds are processed within 7 days after we receive and check your return
  • Refund by bank transfer, store credit or the refund method of your choice
  • Exchanges are not available

Introduction

At Trainmore, we want you to be completely happy with your purchase. If you are not, you can return your item within 30 days. This policy explains how returns and refunds work for orders placed at trainmore.shop. Please read it together with our Shipping Policy and Payment Policy.

Return Window

You have 30 days from the day you receive your order to return an item. We accept returns for both defective and non-defective items. Please contact us within this period to start your return.

Item Condition

To be eligible for a return, the item must be:

  • In new condition, unused and in the same condition in which you received it
  • In its original packaging, with all included parts, straps, accessories and any inserts
  • Returned with your order number

Items that show signs of use, wear, damage caused after delivery or missing parts may not be eligible for a full refund. If an item is returned in a condition that is not new, we will contact you to explain the options before taking any action.

For defective or damaged items, the item may naturally show the fault you are reporting, but it should not have been misused or altered.

How to Return an Item

  1. Contact us at support@trainmore.shop or +44 20 8559 0280 within 30 days of delivery. Please give your order number and the item you want to return. For defective or damaged items, please include clear photos.
  2. Download and print your free return label. The label is provided by us at no cost, but you will need to print it yourself.
  3. Pack the item securely, ideally in its original packaging, and attach the printed label clearly to the outside of the parcel.
  4. Send the parcel back by mail using the label provided.

Please keep your proof of postage until your refund has been completed. If you have any trouble downloading or printing your label, contact us and we will help.

Return Shipping Costs

Return shipping is free. The only thing you need to do is download and print the return label. We do not charge any restocking fees, handling fees or return fees.

Refunds

Once we receive and check your returned item, we will process your refund within 7 days. We will email you to confirm that your return has been received and that your refund has started.

Because orders are paid for in cash on delivery, refunds are not returned in cash. You can choose to receive your refund by:

  • Bank transfer
  • Store credit
  • Another refund method of your choice, where available

If you choose a bank transfer, we will ask you for the details needed to send the payment. We use these details only to process your refund and handle them in line with our Privacy Policy. Depending on your bank, it may take a little time for the money to appear in your account after we have sent it.

What Will Be Refunded

If your return is approved, you will be refunded the price you paid for the returned item. Delivery was free on your order, so no delivery charge will be deducted from your refund.

Exchanges

We do not offer exchanges. If you would like a different item, please return your original order and place a new order on our website.

Defective or Damaged Items

If your item arrives defective or damaged, please contact us as soon as possible with your order number and photos of the item. You can return it within 30 days using our free return label, and we will refund you as described above. When your parcel is delivered, please also check it for visible damage before accepting it.

Wrong Item Received

If you receive an item different from the one you ordered, please contact us with your order number and a photo. You can return it within 30 days using the free return label, and we will refund you as described above.

Items Lost or Damaged in Return Transit

Please pack your return carefully and keep your proof of postage. If you have a problem with a return parcel, contact us with your tracking or postage details and we will help resolve it.

Cancelling an Order

If you need to cancel an order, please contact us within 24 hours of placing it. Since no payment is taken online, there is nothing to refund for orders cancelled before delivery.

Delivery Problems

If your parcel is delayed or you have a problem with delivery, please check your tracking on our Order Tracking page and contact us if you need help. Our delivery times are explained in our Shipping Policy.

Your Legal Rights

This policy does not affect your statutory rights as a consumer in the United Kingdom, including your rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. For more information, visit GOV.UK: Consumer protection rights or Citizens Advice.

Contact Us

If you have any questions about returns or refunds, please contact us:

Trainmore
9 Roding Ave, Woodford Green, IG8 8HZ, United Kingdom

Email: support@trainmore.shop
Phone: +44 20 8559 0280
Opening hours: Monday to Friday, 9:00 AM to 5:00 PM (UK time)
Response time: within 24 hours

You can also visit our Contact Us page.

Related Policies