Returns & Refund
This Returns and Refunds Policy applies to all purchases made through our website for delivery within the United Kingdom.
By placing an order, you agree to the terms set out below, which operate alongside your statutory rights under UK consumer law.
1. Return window and eligibility
You may request to return eligible products within 14 days of delivery, in line with the statutory UK cooling‑off period for most online purchases. To qualify for a change‑of‑mind return:
- The item must be unopened, unused, and in its original sealed condition.
- All original packaging, inserts and accessories must be included and undamaged.
- You must contact us within 14 days of the delivery date to initiate the return.
Items that are opened, used, or show signs of tampering cannot be accepted for return for safety, hygiene, and quality‑control reasons.
2. Incorrect, Missing, or Damaged Items
Please notify us within 48 hours of delivery if you receive:
- The wrong product
- An item damaged in transit
- An incomplete shipment
Once the issue is verified, we will offer a replacement, an equivalent alternative, or a refund, depending on product availability and your preference. Photographic evidence may be requested to assist with processing.
3. Defective Products
If a product appears defective or compromised, please contact us immediately.
We may request the product to be returned for inspection. If confirmed, a replacement or full refund will be issued.
4. Refund Processing
Once a return is received and approved:
- Refunds will be issued to the original payment method
- Processing typically takes 3–7 business days
- Shipping fees are non-refundable unless the error was on our side
We may offer store credit or an exchange as an alternative to a monetary refund, which you are free to accept or decline.
5. Return Shipping
For customer‑initiated returns (for example, change of mind, incorrect item ordered):
- You are responsible for the cost of return shipping
- We strongly recommend a tracked service, as you remain responsible for the goods until they reach us.
For returns due to our error or a confirmed fault (wrong item, damaged on arrival, or not as described), we will either reimburse reasonable return shipping costs or provide a prepaid label.
6. How to request a return
To request a return, please email moc.sbalcsumxam@troppus and include:
- Your full name and order number
- The product name(s) and quantity
- The reason for the return
- Clear photos, if relevant (for example, damage, defect, or incorrect item)
Our team will respond with instructions within 24–48 hours.