Shipping & Returns Policy

Shipping & Returns Policy

At TRI-FIT, we’re passionate about delivering premium triathlon gear that helps you perform at your best, and we know how exciting it is to await the arrival of your new products. We aim to make your shopping experience smooth, efficient, and enjoyable from start to finish. To ensure everything goes perfectly, please take a moment to read through our detailed shipping and returns policy. It’s designed to provide clear guidance and support, so you can shop with confidence and get back to focusing on what matters most—your training and racing goals.

Shipping Policy

Processing Times

We aim to process orders within two working days (excluding weekends and holidays). During peak periods or sales events, processing may take longer, and we appreciate your patience. You will be notified via email once your order has been dispatched.

We recommend placing your order well in advance of your race to ensure you have time to test your gear and make any necessary exchanges. As the old adage goes, "nothing new on race day!" This way, you can feel confident and fully prepared when it’s time to compete.

Shipping Services

• All orders are dispatched from the UK. For UK mainland deliveries, we use EVRI, which typically delivers within 1-3 working days. For international orders, customers can choose from three shipping options at checkout, with delivery times varying based on destination and service selected. Estimated shipping times are displayed at checkout for your convenience.

Courier Contact for Delivery Issues

• After your order is shipped, you will receive tracking information via email. If you encounter any delivery issues, we recommend contacting the courier directly, as they can often provide the quickest resolution. Details for contacting the courier will be included in your tracking information.
• If the courier cannot resolve your issue, please reach out to our customer service team at orders@tri-fitathletic.com. We are committed to supporting you and will assist in any way we can to ensure your order is delivered.

Delayed Deliveries, Lost, Stolen & Missing Packages

• Responsibility & Due Process: While we strive to meet the estimated delivery times, there may be delays due to factors beyond our control, such as customs processing, courier disruptions, severe weather, or other unforeseen circumstances. TRI-FIT is not liable for such delays, but we will help you track and resolve any delivery issues to the best of our ability.
• TRI-FIT is not responsible for packages that are lost, stolen, or missing once they have been dispatched. We will work with you and the courier to resolve the situation, but due process must be followed, both in line with TRI-FIT’s terms and the shipping company's policies. Packages will only be eligible for a refund or exchange after 30 days have elapsed from the dispatch date, and once all necessary investigations have been completed.
• Package Marked as Delivered: If your package is marked as delivered, but you have not received it, please:
  1. Thoroughly check your property, including your designated safe place, porch, garden, mailbox, and other secure locations where the package may have been left.
  2. Ask your neighbors if they have accepted the package on your behalf.
  3. Contact the courier directly and request GPS tracking details or proof of delivery. The courier can often provide a delivery photo or confirm the exact location where the package was left.
• Reporting Missing Packages: If you still cannot locate your package after following these steps, please contact the courier for further assistance. If the issue is not resolved, reach out to us at orders@tri-fitathletic.com. We will do our best to support you, but please note that refunds or exchanges are subject to our policy and the completion of any courier investigations.
• Return to Sender: TRI-FIT does not accept returned packages marked as "return to sender" due to customs charges, incorrect addresses, or missed delivery attempts. Refunds will not be issued in such cases, and any additional return shipping fees may be deducted from your refund if an exception is made.
• Refunds & Original Shipping Costs: In cases where a refund is approved for a lost or missing package, the refund will be issued minus the original shipping cost. Shipping charges are non-refundable, except when an item is returned due to a verified defect or error on our part.

Import Duties, Taxes & Customs Clearance

• For international orders, local import duties, taxes, or customs fees may apply and are not included in our shipping rates. These charges are the responsibility of the customer, and TRI-FIT has no control over them. We cannot predict what they may be, as they are determined by local customs authorities.
• TRI-FIT will not modify the order value on shipping documents to reduce customs fees, as this violates UK law. If you are unsure about possible fees, please contact your local customs office before placing your order. We also cannot accept returns due to customs objections or failed clearance.

Address Changes & Incorrect Information

• Please ensure that your shipping address is accurate when placing your order. If you need to update your address, contact us immediately. Once an order has been dispatched, we cannot alter the address, and any address changes must be managed directly with the courier.
• TRI-FIT is not responsible for packages lost or undelivered due to incorrect or incomplete shipping addresses provided by the customer.

Shipping Rate Adjustments

• TRI-FIT reserves the right to modify shipping rates, carriers, or providers at any time without notice. Any changes will be reflected at checkout.

Returns, Refunds & Exchanges Policy

We hope you love your TRI-FIT products, but if you need to return or exchange an item, please follow the guidelines below:

Returns Eligibility

• Products can be returned within 30 days of delivery if they are unused, unwashed, and in their original packaging with tags intact. To qualify for a refund or exchange, items must be in the same condition as when you received them.
• For hygiene reasons, certain items (such as swimwear and goggles) can only be returned if they are in their original, unopened packaging, unless there is a verified manufacturer's defect.
• Returns are only accepted for purchases made directly through the TRI-FIT website. If you bought your product from a third-party retailer, please refer to their return policy.

Non-Returnable Items

• Items that show signs of use, have been damaged by external factors (e.g., friction from race belts, saddles, or Velcro), or have undergone improper care are not eligible for returns or exchanges. General wear and tear, including fabric pilling, is not considered a defect.
• We do not accept returns for sale items, items bought during clearance events, or those labeled as "final sale."

Return Shipping Costs

• Customers are responsible for return shipping costs unless the return is due to a verified defect or error on our part. We strongly recommend using a trackable shipping service for returns, especially for items over £75, to ensure they reach us safely.

Refunds

• Once your return is received and inspected, we will notify you of its approval or denial. If approved, refunds will be processed back to the original payment method within 14 days. You will receive an automatic confirmation email once the refund is processed. Original shipping costs are non-refundable, except in cases where the return is due to a defective or incorrect item.
• If your refund request is denied, we will inform you via email, providing detailed reasons for the decision. Declined refunds may include items returned after the 30-day window, used products, or those not in original condition.

Late or Missing Refunds

• Refunds may take several days to appear in your account, depending on your bank or payment provider. If you have not received your refund after 10 working days from our confirmation, please contact orders@tri-fitathletic.com.

Exchanges for Wrong Size

• If you need to exchange an item due to sizing, please request a return within 30 days of delivery. Products must be in unused, unwashed condition, with original packaging intact. Include a note in your return request specifying the size you need. Return shipping costs are the customer's responsibility, and exchanges will only be shipped after the returned item is inspected and approved. TRI-FIT covers the cost of shipping the exchange to you.

International Returns

• TRI-FIT is based in the UK, and all returns must be sent to our UK office. Shipping costs for international returns are the responsibility of the customer. We do not cover customs fees, and packages should not be marked "return to sender" if rejected at customs. Failure to comply with customs regulations may result in the package being destroyed or returned at the customer’s expense.
• Please mark the package as a customer return or exchange. If TRI-FIT have to pay to release a package from UK customs, you will only be issued your refund once we have followed due process and been reimbursed for this payment, this can take up to 21 days. If TRI-FIT are unable to recuperate this payment it will be deducted from any refund.

Warranty & Crash Replacement Service

• Our products are crafted to high-performance standards and come with a warranty against manufacturing defects. For more details on what constitutes a defect and how to file a warranty claim, please refer to our Warranty Policy. Damage caused by misuse, improper care, or external factors is not covered by our warranty.
• If your TRI-FIT gear has been damaged in a crash, we offer a crash replacement service. Customers can purchase the same item at a 50% discount if they provide images verifying the damage.

How to Submit a Return Request

1. Log in to your TRI-FIT account on our website and use the return request form.
2. Select the order and items you wish to return, specify the reason, and add any relevant notes (e.g., desired size for exchanges).
3. Submit your request. You will receive an email with instructions if your request is approved. If declined, you will receive an email with the reason for the denial.

Contact Information

• For any questions or assistance with shipping, returns, or warranties, please contact us at orders@tri-fitathletic.com. At TRI-FIT, we are committed to excellent customer service and will always do our best to support you in resolving any issues.