Returns and Refunds

Returns

Because our products are made to order and many are personalised, we can only accept returns in line with UK consumer law.

For personalised or custom-made items, we do not accept returns or cancellations unless the item is faulty, damaged, or not as described. This is permitted under the Consumer Contracts Regulations for customised goods.

For non-personalised items, customers have the legal right to cancel within 14 days of receiving the item. You then have a further 14 days to return it. Items must be unused, in their original condition and packaging, and you must provide proof of purchase.

To request a return, please contact us at contact@tracksetter.com. Returns sent back without prior authorisation will not be accepted.

Returns should be sent to the following address exactly:
Office 15658
182-184 High Street North
East Ham
London
E6 2JA

Damages and Issues

Please inspect your order upon delivery and contact us immediately if:

• the item is faulty,

• damaged in transit, or

• you received the wrong item

so that we can evaluate and resolve the issue as required by law (repair, replacement, or refund).

Exceptions / Non-returnable Items

We cannot accept returns for:

• Personalised or custom-made products (unless faulty or not as described)

• Items that have been used, worn, or damaged after delivery

• Sale items or gift cards

This does not affect your legal rights regarding faulty goods.

Exchanges

We only replace items if they are faulty or damaged.
If you need an exchange for this reason, contact us at contact@tracksetter.com.

For non-faulty, non-personalised items, you may request a return within your 14-day cooling-off period and place a separate order for the new item.

European Union 14-Day Cooling-Off Period

For orders shipped to the EU, customers have the right to cancel within 14 days of receiving their item, unless the item is personalised or custom-made, in which case the cooling-off period does not apply.

As with UK returns, items must be unused, in original packaging, and require proof of purchase.

Refunds

Once we receive and inspect your return, we will notify you of approval or rejection.

If approved (faulty items or legally eligible non-personalised returns), refunds will be issued to your original payment method within 10 business days.

Banks or card providers may take additional time to process the refund.

If more than 15 business days have passed since your refund approval, please contact us at contact@tracksetter.com.