At Trade Price โ€“ Refund & Returns Policy

Effective Date: 12 June 2025

Last Reviewed: 24 Novemeber 2025

1. Introduction

At Trade Price (“we,” “our,” “us”) allows users to purchase physical goods from third-party suppliers (“Marketplace”) and subscribe to digital software tools (“SaaS”). This Policy outlines your rights to cancel, return, or request a refund for both types of purchase.

By placing an order or subscribing to a service on our Site, you agree to the terms of this Policy.

PART A: MARKETPLACE (Physical Goods)

2. Statutory Right to Cancel (Consumer Contracts Regulations 2013)

If you are a consumer based in the UK, you have a legal right to cancel your order for most physical goods for any reason within 14 days of receiving the goods. This is often called your “cooling-off period.”

  • How to Cancel: To exercise this right, you must notify us by emailing sales@attradeprice.co.uk within 14 days of delivery. You do not need to give a reason.
  • Return Deadline: Once you have notified us, you must return the goods to the Supplier (to the address we provide) within 14 days.
  • Refund Amount: We will refund the cost of the item and the standard delivery cost (if you paid for it). We do not refund the cost of “premium” delivery upgrades.

3. Return Shipping Costs

  • Change of Mind: If you are returning an item because you changed your mind (under your Right to Cancel), you are responsible for the cost of return shipping.
  • Faulty or Incorrect Items: If the item is damaged, defective, or incorrect, the Supplier will cover the cost of the return shipping (usually by providing a pre-paid label).

4. Condition of Returns

To receive a full refund, items must be returned in a resaleable condition:

  • Unused and in their original packaging.
  • With all tags, manuals, and accessories included.
  • We reserve the right to deduct value from your refund if the item has been handled more than necessary to establish its nature and characteristics (e.g., if it is dirty, marked, or damaged).

5. Damaged, Faulty, or Incorrect Items

You are protected under the Consumer Rights Act 2015 if items arrive damaged, faulty, or not as described.

  • 0โ€“30 Days: You have the legal right to reject the item and claim a full refund.
  • Over 30 Days: The Supplier has the right to offer a repair or replacement in the first instance. If the repair/replacement fails, you may then claim a refund.
  • Reporting: Please inspect your order upon delivery. If you find any damage or defects, email sales@attradeprice.co.uk immediately with photos of the issue.

6. Non-Returnable Items

For health, safety, and legal reasons, the following items cannot be returned unless faulty:

  • Custom-made or Personalised Goods: Items made to your specific measurements or specifications (e.g., custom-mixed paint, cut-to-size timber).
  • Perishable Goods: Items liable to deteriorate or expire rapidly (e.g., turf, plants).
  • Sealed Goods: Items sealed for health protection or hygiene reasons if unsealed after delivery.
  • ** inseparable Items:** Items that have been inseparably mixed with other items after delivery (e.g., aggregates or cement that has been used).

7. Exchanges

We only replace items if they are defective or damaged. If you need to exchange an item for a different size or color, the fastest way is to return the original item for a refund and place a separate order for the new item.

PART B: SOFTWARE SUBSCRIPTIONS (AI Quote Builder)

8. Subscription Cancellations

You may cancel your Tier 2 or Tier 3 software subscription at any time via your Account Dashboard.

  • Cancellation Effect: Your cancellation will take effect at the end of your current billing period. You will retain access to paid features until that date.
  • No Pro-Rata Refunds: We do not offer refunds for partially used subscription months or years.

9. Digital Content & The “Cooling-Off” Period

  • Right to Cancel: If you purchase a digital subscription, you have a 14-day right to change your mind and get a refund, provided you have not started using the digital content.
  • Waiver of Right: By logging in and using paid features (such as generating a Method Statement, RAMS, or saving a Quote) within the first 14 days, you expressly acknowledge that you are accessing the digital content immediately and, as a result, you waive your automatic right to a 14-day cooling-off refund.

PART C: GENERAL INFORMATION

10. Refunds Process (Late or Missing Refunds)

Once your return is received and inspected by the Supplier, we will send you an email to notify you of the approval or rejection of your refund.

  • Approval: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment.
  • Timeline: Refunds typically appear on your bank statement within 5โ€“10 business days, depending on your bank.
  • Late Refunds: If you havenโ€™t received a refund yet, first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted. If you have done all of this and still have not received your refund, please contact us.

11. Sale Items

Only regular-priced items may be refunded. Unfortunately, items marked as “Final Sale” or “Clearance” cannot be refunded unless faulty.

12. Shipping Delays & Lost Packages

We work with third-party Suppliers and couriers to fulfill orders.

  • Delays: We are not liable for delays caused by the courier, but we will assist you in tracking your parcel.
  • Lost Items: If a courier confirms a package is lost in transit, we will arrange for a replacement or a full refund at no extra cost to you.

13. Contact Us

If you have any questions related to refunds or returns, please contact our support team:

  • Email: sales@attradeprice.co.uk