Refund policy

THE TRAINER CLUB
RETURNS, REFUNDS & EXCHANGE POLICY
Quality Guaranteed | Trusted Suppliers | Customer Satisfaction
1. Our Returns Policy
At The Trainer Club, we take pride in supplying high-quality trainers to our customers. Every pair is carefully sourced, inspected and prepared for dispatch to ensure our customers receive products that meet our quality standards.
Due to the nature of our products, hygiene considerations and third-party sourcing arrangements, The Trainer Club operates an exchange-first policy.
We do not offer discretionary refunds for changes of mind outside customers' statutory cancellation rights. Eligible exchanges may be offered where trainers are returned in their original, unworn condition.
This policy does not affect your legal rights under UK consumer protection legislation.
2. Third-Party Suppliers & Sourcing Arrangements
The Trainer Club operates as an independent trainer retailer, sourcing products through selected third-party suppliers.
When a customer places an order, we may purchase the requested trainers directly from our supplier, creating an immediate financial commitment for our business.
As these supplier purchases can involve non-refundable costs, we encourage customers to carefully check their chosen size, colourway and product details before completing their purchase.
For this reason, we prioritise exchanges rather than discretionary refunds wherever possible.
Important: Our supplier arrangements do not override customers' statutory rights to cancel eligible online purchases or obtain remedies for faulty or misdescribed products.
3. Hygiene & Product Condition Requirements
To maintain high hygiene standards and protect future customers, all trainers submitted for a discretionary exchange must meet the following conditions:
Trainers must be completely unworn and unused.
No visible signs of outdoor wear, dirt, stains or damage.
No unpleasant odours, including smoke or perfume.
Original shoebox, labels, tags and accessories must be included.
Trainers must not have been altered, customised or modified after delivery.
Proof of purchase must be provided.
The Trainer Club reserves the right to decline discretionary exchanges that do not meet these requirements.
For statutory online cancellations, customers may reasonably inspect trainers as they would in a shop. Any deduction for excessive handling will be made only where permitted by law.
4. Three-Stage Quality Inspection Process
Customer satisfaction is extremely important to us. To minimise the possibility of faulty or damaged products being dispatched, every pair of trainers undergoes three separate inspections.
Stage One – Initial Inspection
Our team examines the trainers for visible damage, material defects, marks and imperfections.
Stage Two – Detailed Quality Inspection
We check stitching, soles, materials, branding, construction and general presentation.
Stage Three – Final Dispatch Inspection
Immediately before packaging, we carry out a final check to ensure the trainers are in the expected condition and ready for shipment.
These inspections form part of our commitment to delivering a reliable and professional shopping experience.
5. Photographic & Video Documentation
For quality assurance, The Trainer Club takes photographs and video recordings of every pair of trainers before packaging and dispatch.
These records document the product's condition, appearance and relevant identifying details.
Should a dispute arise regarding product condition, damage or missing items, our team may review this documentation alongside information supplied by the customer and delivery provider.
Photographs and recordings support our investigation process but do not automatically determine the outcome of a complaint or remove customers' legal rights.
6. Exchanges & Size Changes
We understand that customers may occasionally order the wrong size.
Where a discretionary exchange is available, customers should contact us within 14 days of receiving their order.
Exchange requests are subject to:
Product condition and hygiene requirements.
Availability of the requested replacement size or style.
Verification of the original purchase.
Inspection of the returned trainers.
Where the exchange is voluntary, customers may be responsible for return postage and any applicable redelivery costs, which will be communicated before the exchange is agreed.
If the requested replacement is unavailable, we will discuss suitable alternatives. This does not limit any statutory refund entitlement.
7. Online Cancellation & Refund Rights
Customers purchasing online generally have the legal right to cancel their order within 14 days of receiving their trainers, without giving a reason.
After notifying us of cancellation, customers generally have a further 14 days to return the goods.
Where a statutory cancellation applies, refunds will be issued to the original payment method within the legally required timeframe. Refunds will include standard outbound delivery charges where required by law.
Customers are generally responsible for direct return postage costs for change-of-mind cancellations, provided these costs were disclosed before purchase.
Trainers that have been handled beyond what is necessary to establish their nature, characteristics and fit may be subject to a lawful deduction for diminished value.
8. Faulty, Damaged or Incorrect Orders
Although every order is thoroughly inspected, we recognise that occasional problems may occur.
If trainers arrive damaged, faulty or different from the product ordered, customers should contact our support team as soon as reasonably possible.
Please provide your order number, a description of the issue and photographs where available.
We will investigate the concern using our quality-control records and any supporting information.
Where trainers are faulty or do not conform to the sales contract, customers are entitled to the remedies provided by the Consumer Rights Act 2015. These may include a refund, repair or replacement, depending on the circumstances.
Our inspection process does not remove these rights.
9. Delivery Issues & Lost Parcels
The Trainer Club takes care to package orders securely before dispatch.
If a parcel is delayed, lost or arrives visibly damaged, customers should contact us promptly so we can investigate with the delivery provider.
Where The Trainer Club is responsible for arranging delivery, responsibility for the goods generally remains with us until they come into the customer's physical possession or that of a person nominated by the customer.
Customers will not be required to accept a loss that remains the retailer's legal responsibility.
10. Returning Products Safely
Before sending trainers back, customers should contact The Trainer Club to obtain the correct return instructions.
We recommend using secure packaging and a tracked delivery service.
Please do not attach shipping labels or tape directly to the original trainer shoebox. The shoebox should be placed inside suitable protective outer packaging.
Customers should retain proof of postage until their return has been resolved.
11. Return Inspections & Exchange Decisions
When returned trainers arrive, our team will inspect their condition and compare them with the applicable exchange requirements.
We may review photographs and video recordings taken before dispatch to assist with assessing any concerns.
For discretionary exchanges, approval depends on the product meeting the published exchange conditions.
Where a statutory cancellation or faulty-goods claim applies, we will assess and process the return in accordance with UK consumer law.
12. Customer Support & Complaints
At The Trainer Club, we aim to resolve all customer enquiries professionally, fairly and efficiently.
Customers requesting an exchange, reporting a delivery problem or raising a product concern should contact our customer service team with their order details.
We will review each case individually and explain the available options.
13. Statutory Consumer Rights
Nothing in this policy excludes, limits or replaces customers' legal rights under the Consumer Rights Act 2015, Consumer Contracts Regulations 2013 or other applicable UK legislation.
Our exchange-first approach applies only where customers do not have a legal entitlement to a refund.
THE TRAINER CLUB
Quality Inspected. Professionally Sourced. Customer Focused.
Thank you for choosing The Trainer Club. We appreciate your trust and continued support.

 

 

 

 

 

 

Third-Party Suppliers & Refund Policy

At The Trainer Club, we source our trainers through carefully selected independent third-party suppliers. When a customer places an order, we may be required to purchase and secure the requested trainers directly from our supplier, resulting in an immediate financial commitment by our business.
Due to the nature of our sourcing arrangements, supplier costs and strict hygiene and quality standards, The Trainer Club operates an exchange-first policy and does not offer discretionary refunds for changes of mind outside customers' statutory cancellation rights. Eligible exchanges may be offered subject to product condition and stock availability.
As an independent retailer, we appreciate our customers' understanding of our sourcing process. All trainers undergo our three-stage quality inspection, with photographic and video evidence recorded before dispatch to help ensure the highest possible standards.
Please note: Our third-party sourcing arrangements do not affect customers' statutory rights, including applicable online cancellation rights and remedies for faulty, damaged or incorrectly described products.