SHIPPING & RETURNS

Shipping

We ship all orders with tracked UK delivery so you can follow your parcel right to your door.

  • Processing time: Orders are normally picked and packed within 1–2 working days (Mon–Fri, excluding bank holidays).

  • Delivery time: Most UK orders arrive within 2–5 working days after dispatch. Remote areas may take a little longer.

  • Tracking: As soon as your order has shipped, we’ll email you a tracking link so you can keep an eye on it.

  • Shipping cost: Your exact shipping cost (and any free–shipping offers) will be clearly shown at checkout before you pay.

If your order hasn’t arrived within 10 working days of dispatch, please drop us a message at support@toughtreks.com so we can investigate with the courier.

If your order does not arrive within 30 days of being shipped, you are eligible for a full refund, subject to our team confirming the non-delivery with our couriers

Exchanges & Returns

We know buying work gear online is a bit of a leap, so if something isn’t right, we’ll do our best to put it right.

What we accept returns for
We currently don’t offer change-of-mind returns or refunds.
We do accept returns where:

  • The product is faulty or damaged on arrival 
  • You’ve received the wrong item, size or colour

In these cases, we’ll normally offer a like-for-like replacement or exchange once we’ve had a chance to inspect the issue. In some situations, a refund may be approved by our customer service team.

How to request a return or exchange

Email us at support@toughtreks.com

Include your order number, a brief description of the problem, and clear photos of the item and any damage/defect

Our team will review and reply within 24–48 hours (Mon–Fri, 9am–4pm UK time) with next steps

Sending items back to us

  • All returns must be sent via tracked / recorded delivery
  • You must share the tracking number with us for insurance purpose
  • Until the parcel reaches us, it’s your responsibility, so please pack it securely

Returned items should be:

  • In a clean condition (no heavy mud or site debris, unless the fault relates to normal use)
  • In their original packaging where possible

Refunds
Where a refund has been approved by our customer service team, it will be:

  • Processed back to your original payment method
  • Requested with your bank / card issuer within 7–10 business days of us receiving and inspecting the return

Please note it can take additional time for your bank or card issuer to show the refund on your statement. If it hasn’t appeared after that time, please contact them directly.

Fair use & behaviour
We treat every customer with respect and aim to resolve issues fairly. In return, we expect our staff to be treated the same way.

We reserve the right to refuse returns, exchanges or future service in cases of abusive or threatening behaviour towards our team.

 

This policy is designed to keep things fair for genuine customers while protecting us from misuse. This does not affect your statutory rights