Quest Trailer Returns Policy

If you need to return any items from your order, please email sales@questtrailerparts.co.uk to request a return. Returns will not be accepted if they are not requested via this email.

How to Request a Return:

  1. Email sales@questtrailerparts.co.uk.
  2. Include your order number.
  3. List the items and quantity you wish to return.
  4. Provide the reason for returning the items.
  5. Indicate your preferred method for returning the items to us (subject to reason).
  6. Your refund will be processed via the original payment method.

Depending on the reason for your return, certain conditions apply as detailed below:

Changed My Mind / Ordered By Mistake

  • Unused items, in new condition, can be returned within 30 days of receipt for a full refund (excluding original postage costs). Goods must be returned in their original packaging. If original packaging is unavailable, you are responsible for sourcing suitable alternatives. Upon receipt, goods and packaging will be inspected. We reserve the right to reduce the refund by up to 25% if the packaging is not in a re-sellable state.
  • We reserve the right to refuse a refund if the goods are:
    1. Damaged
    2. Misused
    3. Showing obvious signs of use
    4. Missing parts

Please note that you are responsible for the cost and risk of the return. We can arrange a collection for you, and the cost will be deducted from the refund. Collection costs from UK mainland addresses are:

  • £16.95 for standard items (e.g., lights, jockey wheels, brakes, mudguards)
  • £37.95 for larger items (e.g., lighting boards, couplings, wheels, tyres)
  • £54.95 for extra-large items (e.g., axles, floorboards)

For returns from addresses outside of the UK mainland, we will confirm the cost before arranging collection.

Doesn’t Work or Defective / Doesn’t Fit My Trailer

  • If any items we have supplied are defective, we will arrange collection at our cost.
  • If the goods are found to be working on return or fit the stated trailer(s), we will deduct the cost of collection from the refund.
  • If the parts do not fit your trailer, please return them under the Changed My Mind/Ordered By Mistake process.
  • Goods must be returned in their original packaging. If original packaging is unavailable, you are responsible for sourcing suitable alternatives. Upon receipt, goods and packaging will be inspected. We reserve the right to reduce the refund by up to 25% if the packaging is not in a re-sellable state.

Wrong Item Sent / Missing Parts / Arrived Damaged

  • If your order arrives damaged, with missing parts, or incorrectly supplied, Quest Trailer Parts will cover all replacement/return costs if proven to be at fault.
  • If items advised as damaged or faulty are found not to be the case on return, we will provide photographic or video evidence. We reserve the right to reduce the refund by up to 25% if no fault is found. Customers will also have the option of receiving the goods back with postage costs covered by them instead of a refund.

Exchanges

  • We are unable to offer exchanges. If an exchange is sought, please return the original order for a refund using the returns process as stated above and place a new order on the website. Upon receipt of the return, goods and packaging will be inspected. We reserve the right to reduce the refund by up to 25% if the packaging is not in a re-sellable state.

General Conditions for All Returns

  • Orders refused at delivery will have the cost of return carriage deducted from the refund.
  • No refunds will be processed until we have received the item(s) back. Refunds will be processed within 7 working days of receipt.
  • Any goods cancelled under the Distance Selling Regulations must be returned to us before a refund can be processed.
  • For orders placed in December, the returns period is extended until the last day of January.
  • Your consumer statutory rights are not affected by the contents of this returns policy.