Refund and Returns Policy
This returns policy explains what happens if you change your mind about something you bought from Apache Trailers, or if something you bought turns out to be faulty. It sits alongside your statutory rights as a consumer in the UK, and nothing in it takes those rights away.
Our returns policy at a glance
- 14 days to cancel most online orders, plus 14 days to send the goods back.
- Full refund within 30 days if goods are faulty or not as described.
- Repair or replacement for faults found after 30 days.
- Refunds paid to your original payment method.
Changing your mind on an online order
If you order online and you’re buying as a consumer, you can cancel within 14 days of receiving or collecting your goods, without giving a reason. This comes from the Consumer Contracts Regulations 2013.
To cancel, email sales@apache-trailers.co.uk with your name, order number and the item you’re returning. You then have a further 14 days to return the goods to us.
- Goods should be returned complete, with any parts and paperwork supplied, and in the condition you received them, allowing for reasonable handling to check them.
- Unless an item is faulty or not as described, you are responsible for returning it, including the cost. For trailers, this usually means bringing it back to our yard.
- We may reduce the refund if an item has been used beyond what’s needed to check it, or if it comes back damaged.
When the right to cancel doesn’t apply
The 14-day right to cancel doesn’t cover items made or modified to your specification, for example a trailer built or fitted out to your order. It also doesn’t apply to purchases made in person at our yard, or to business customers. If you’re unsure whether your order is covered, ask us before you buy.
Faulty or not as described
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If something isn’t right:
- Within 30 days of delivery or collection, you can reject it for a full refund.
- After 30 days and within six months, we’ll repair or replace it. If that isn’t possible or doesn’t fix the problem, you can ask for a refund.
- After six months, you may still be entitled to a repair, replacement or partial refund, but you may need to show the fault was there when you received the goods.
Please contact us as soon as you spot a problem, with photos if you can. Don’t carry out repairs yourself before speaking to us, as this can make it harder to put things right.
Ex-demo and clearance items
Ex-demo and clearance items are sold at a reduced price because of previous display use, light wear or being end of line. Any known marks or wear are noted on the product page. Your rights for faults that weren’t pointed out to you are not affected.
Parts and accessories
The same returns policy applies to spare parts and accessories bought online. Unused parts in their original packaging can be returned within the cancellation period. If a part has been fitted or used beyond what’s needed to check it, we may reduce the refund to reflect that. If you’re not sure a part is right for your trailer, send us a photo and the trailer model before you order and we’ll check it for you.
How refunds are paid
Refunds go back to the original payment method within 14 days of us receiving the returned goods, or of you providing evidence that you’ve sent them back if that’s sooner. For a cancelled order, we refund the price of the goods and the standard delivery cost you paid, if any.
Questions about this returns policy
If you have a question about this returns policy, a return or a refund, email sales@apache-trailers.co.uk or visit us at Unit 1 Hobden Hall Farm, Shaw Lane, Stoke Prior, Bromsgrove B60 4DU. We’re open seven days a week, 8am to 8pm. You can browse current stock on our trailers for sale page.
For impartial guidance on consumer rights, see Citizens Advice.