Returns

What should I do if I want to return a new order for a refund?

In the unlikely event that you are unhappy with your new purchase for any reason, you can return the product to us and it will be fully refunded within a 30 day period from purchase.  Intended returns of new orders should be notified to us in writing, within 7 days immediately after receipt, by using our 'Contact us' page on the website or by letter to the address below.

To be eligible for a refund for a product that you have purchased from Auto-Trail Online you must return it to us with a short note stating, your order reference number and when it was purchased, together with your name, address and telephone number and reason for return. Send the returned products to:-Auto-Trail VR LtdTrigano House Genesis WayEuroparc Industrial EstateGrimsbyNorth East LincolnshireDN37 9TUNB: We do not refund any costs associated with the return postage or packaing. We also recomend you return the products using a suitable and traceable method, as it is your responsibility to ensure products are returned to us safely and without damage.
What should I do if I have a faulty or damaged part or a part is missing?

If a part becomes faulty within the 12 month guarantee period, please email our Customer Services Team using the 'Contact Us' page and we will deal with your concern. Please state when the product was purchased and which part needs replacing or the nature of the fault.

If your delivery has parts damaged or missing in the first instance, on receipt please inform the courier by signing for the receipt as 'damaged' then send us the details using the 'Contact us' page and we will endeavour to respond to your enquiry within 24 hours. 

Alternatively, please contact our Customer Services Team on +44 (0)1472 571000 between 8.30am to 5.00pm Monday to Thursday and 8.30am to 1.00pm Friday (excluding Bank Holidays).

Our guarantee is at the discretion of Auto-Trail online and does not cover defects arising from accidental damage, misuse or wear and tear, and is available only to the original purchaser. It is offered as an extra benefit and does not affect your consumer statutory rights.
Auto-Trail online reserves the right to improve or alter the specification of its products without notice.