Refund policy

RETURN & REFUND POLICY

Last updated: 12 September 2026

Thank you for shopping with Truvington.

We want our customers to shop with confidence. This Return & Refund Policy explains your rights when cancelling an online purchase, returning unwanted products, or dealing with faulty, damaged, incorrect or misdescribed goods.

Trading Name: Truvington
Website: Truvington.store
Email: support@Truvington.store

Nothing in this policy limits or excludes your statutory rights under applicable UK consumer law.

1. YOUR STATUTORY RIGHTS

Customers purchasing goods online from Truvington are protected by applicable UK consumer legislation.

This includes, where relevant:

the Consumer Rights Act 2015;
the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013;
the Digital Markets, Competition and Consumers Act 2024; and
other applicable UK consumer-protection legislation.

These statutory rights apply independently of any additional voluntary return rights we may offer.

2. RIGHT TO CANCEL AN ONLINE ORDER

For most products purchased online, you have the legal right to change your mind and cancel your contract without giving a reason.

You must notify us that you wish to cancel within 14 days of receiving your goods, subject to the exceptions described in this policy.

To cancel an order, contact:

support@Truvington.store

Your message should clearly state that you wish to cancel the relevant order or contract.

Please include:

your full name;
order number;
email address used for the purchase; and
details of the product or products being cancelled.

3. ORDERS CONTAINING MULTIPLE PRODUCTS

Where several products are purchased as part of one order and delivered separately, the statutory cancellation period may run from the date on which you receive the final relevant product, where required by law.

Where products are supplied in multiple lots or pieces, the applicable cancellation period will be determined in accordance with UK consumer law.

4. RETURNING GOODS AFTER CANCELLATION

After notifying us that you wish to exercise your statutory right to cancel, you must return the relevant goods within 14 days.

Return instructions will be provided where necessary after you contact us.

Please do not send a return to an address unless it has been confirmed by Truvington for that return.

Customers should retain evidence that the returned parcel has been sent.

5. CONDITION OF RETURNED GOODS

You are entitled to inspect and handle a product in the same way that you reasonably would in a physical shop.

For example, clothing may normally be carefully tried on to determine:

fit;
size;
appearance;
material; and
general suitability.

Returned goods should, where reasonably possible, be kept in good condition.

We may reduce a refund where the value of a product has been diminished because it has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning, where UK law allows us to do so.

Examples of excessive handling may include:

wearing clothing for extended use rather than simply trying it on;
washing returned clothing;
staining or damaging the product;
exposing products to strong odours such as smoke;
removing or damaging components beyond what is necessary for inspection; or
otherwise using the product beyond what would reasonably be permitted when examining it in a shop.

Any deduction will be reasonable and based on the actual reduction in value.

6. ORIGINAL PACKAGING

Where possible, please return products with their original:

packaging;
tags;
accessories;
manuals; and
accompanying components.

However, the absence or opening of ordinary packaging will not automatically remove statutory cancellation rights where those rights legally apply.

Different rules may apply to sealed products covered by a statutory hygiene, health-protection, software or similar exception.

7. RETURN SHIPPING COSTS FOR CHANGE-OF-MIND RETURNS

Where you exercise your statutory cancellation right simply because you have changed your mind, you may be responsible for the direct cost of returning the goods where this has been clearly communicated to you before the purchase and the law permits us to require this.

We recommend using a trackable delivery service and retaining proof of postage.

Truvington is not responsible for a returned parcel before it is received by us where responsibility has lawfully passed to the customer.

This section does not apply in the same way where goods are faulty, damaged, incorrect or not as described.

8. REFUNDS FOR CANCELLED ONLINE ORDERS

Where you validly exercise your statutory right to cancel, we will refund payments that we are legally required to refund.

For returned goods, we may withhold the refund until:

we have received the goods back; or
you provide evidence that you have sent the goods back,

whichever occurs first where required by law.

Once the relevant legal conditions have been satisfied, the refund will be made within the applicable statutory period.

9. ORIGINAL DELIVERY COSTS

Where your statutory cancellation right applies, we will refund the cost of the least expensive standard delivery method offered for the relevant order where required by law.

If you chose a more expensive delivery service, such as Express Delivery, we are not required to refund the additional amount above the cost of our least expensive standard delivery option where UK law allows this.

If Standard Delivery was provided free of charge, there is no Standard Delivery charge to refund.

10. REFUND METHOD

Refunds will normally be issued using the same payment method used for the original purchase unless:

you expressly agree to another method; or
circumstances outside our reasonable control make the original method unavailable and an appropriate alternative is agreed.

You will not be charged a fee merely for receiving a legally required refund.

After we issue a refund, your payment provider may require additional processing time before the funds appear in your account.

Such banking or payment-provider processing times are outside our direct control.

11. PRODUCTS EXCLUDED FROM CHANGE-OF-MIND CANCELLATION RIGHTS

The statutory right to cancel may not apply to certain products where an exemption under UK law applies.

Examples may include:

Personalised or Custom-Made Products

Products made to your specifications or clearly personalised.

Perishable Products

Goods that are liable to deteriorate or expire rapidly.

Sealed Health or Hygiene Products

Sealed goods that are not suitable for return for health-protection or hygiene reasons once they have been unsealed after delivery.

Sealed Audio, Video or Software

Certain sealed audio recordings, video recordings or computer software after they have been unsealed.

Newspapers and Periodicals

Certain newspapers, periodicals or magazines, subject to applicable statutory rules.

Other Statutory Exceptions

Other products or contracts for which UK legislation expressly removes the cancellation right.

These exceptions apply only where the relevant legal requirements are satisfied.

They do not remove your rights where goods are faulty, damaged, misdescribed or otherwise fail to conform to the contract.

12. FAULTY GOODS

Your rights in relation to faulty goods are separate from the 14-day right to change your mind.

Under the Consumer Rights Act 2015, products supplied by Truvington must, where applicable:

be of satisfactory quality;
be fit for their intended or agreed purpose;
match their description; and
comply with other applicable contractual requirements.

If a product does not meet these requirements, statutory remedies may apply.

13. 30-DAY SHORT-TERM RIGHT TO REJECT FAULTY GOODS

Where the Consumer Rights Act 2015 applies, consumers generally have a 30-day short-term right to reject goods that do not conform to the contract and obtain a refund, subject to the applicable statutory conditions.

This right is different from the 14-day cancellation right for online purchases.

If you believe a product is faulty, contact:

support@Truvington.store

Please provide:

your order number;
a description of the fault;
when the problem became apparent; and
photographs or video where reasonably useful.

Providing photographs may help us investigate more quickly, but we will not use unreasonable evidence requirements to remove statutory rights.

14. FAULTS DISCOVERED AFTER 30 DAYS

If a fault is discovered after the short-term right to reject has expired, you may still have legal rights.

Depending on the circumstances, you may be entitled to:

repair;
replacement;
a price reduction; or
a final right to reject the goods and receive an appropriate refund.

The remedy available will depend on the requirements of the Consumer Rights Act 2015 and the particular circumstances.

15. GOODS RETURNED WITHIN SIX MONTHS BECAUSE OF A FAULT

Where a relevant fault becomes apparent within the first six months, statutory rules concerning whether the fault is treated as having existed when the goods were supplied may apply.

We will deal with such claims in accordance with the Consumer Rights Act 2015.

Nothing in this policy shifts a legal burden of proof onto the customer where UK law places that burden on the trader.

16. CLAIMS AFTER SIX MONTHS

Consumer rights do not automatically end after six months.

Depending on the circumstances, consumers may still be able to make a claim for goods that did not conform to the contract.

After six months, the evidential requirements may differ.

Applicable limitation periods may extend for several years depending on the jurisdiction and circumstances.

Nothing in this policy reduces those statutory rights.

17. REPAIR OR REPLACEMENT

Where you are legally entitled to a repair or replacement, the remedy must be provided in accordance with applicable UK consumer law.

Where legally required, repair or replacement must be carried out:

within a reasonable time;
without significant inconvenience to you; and
at the trader's necessary cost.

The remedy available may depend on whether repair or replacement is possible and proportionate.

18. FAILED REPAIR OR REPLACEMENT

Where a repair or replacement does not bring the goods into conformity with the contract, or where the relevant statutory conditions are otherwise satisfied, you may have the right to:

an appropriate price reduction; or
exercise the final right to reject the goods.

Any refund will be calculated in accordance with applicable law.

19. DAMAGED GOODS

If your order arrives damaged, please contact us as soon as reasonably possible:

support@Truvington.store

Please provide where possible:

your order number;
photographs of the damaged product;
photographs of the packaging; and
a description of the damage.

This will help us investigate the issue.

Damage occurring before responsibility for the goods passes to you will be dealt with in accordance with applicable consumer law.

20. INCORRECT PRODUCTS

If we send you a product different from the product you ordered, please contact:

support@Truvington.store

Include your order number and details of the product received.

Where we have supplied an incorrect product, we will provide an appropriate remedy in accordance with your legal rights and will not require you to bear costs that are legally our responsibility.

21. ITEMS NOT AS DESCRIBED

Products must materially match the description provided when the contract was made.

If you receive an item that is materially different from its description, please contact us.

Your rights may include rejection, repair, replacement, price reduction or another legally applicable remedy depending on the circumstances.

22. WRONG SIZE OR COLOUR

If you ordered the wrong size or colour and simply changed your mind, the statutory cancellation rules for distance purchases apply where the product is eligible.

Notify us within the applicable 14-day cancellation period.

If we sent a different size or colour from the one you ordered, this will be treated as an incorrect or non-conforming product rather than simply a change-of-mind return.

23. SALE AND DISCOUNTED PRODUCTS

Products purchased during:

sales;
promotions;
clearance events;
discount-code promotions; or
other discounted offers

retain the same statutory consumer rights regarding faulty, damaged or misdescribed goods as products purchased at full price.

A reduced price does not remove statutory rights.

Where a product was explicitly sold at a reduced price because of a specific disclosed defect, rights relating to that already-disclosed defect may differ, but other statutory rights remain unaffected.

24. FREE GIFTS AND PROMOTIONAL ITEMS

Where a free gift forms part of a promotional purchase and the main contract is cancelled, you may also be required to return the promotional item where legally appropriate and where the promotion was supplied as part of that contract.

This does not affect mandatory statutory rights.

Specific promotional terms may apply where clearly disclosed before purchase.

25. BUNDLES AND MULTI-BUY OFFERS

Where products were purchased as part of a bundle, multi-buy promotion or combined offer, the refund amount may take account of the structure of the promotion where legally permitted.

We will not calculate refunds in a manner that unfairly deprives consumers of statutory rights.

Where only part of a bundle is faulty or cancelled, the appropriate remedy will depend on the circumstances and applicable law.

26. EXCHANGES

Where available, exchanges may be offered as a convenience.

An exchange does not replace any statutory right to which you are entitled.

If an exchange is unavailable and you are legally entitled to another remedy, that remedy will remain available.

27. PROOF OF PURCHASE

We may ask for reasonable evidence that a product was purchased from Truvington.

Acceptable evidence may include:

an order confirmation;
receipt;
transaction record;
payment statement; or
other reasonable evidence of purchase.

A particular paper receipt is not necessarily the only acceptable form of evidence.

28. RETURNING FAULTY GOODS

Where goods are validly rejected because they are faulty or fail to conform to the contract, Truvington will bear reasonable return costs where required by law.

We will provide appropriate return instructions after reviewing the request.

Customers will not be required to pay costs that UK consumer law places on the trader.

29. UNAUTHORISED RETURNS

Please contact us before sending a return so that we can provide the correct instructions and return destination.

Sending products to an incorrect address may result in delays.

However, administrative return procedures will not be applied in a way that unlawfully removes or restricts a statutory consumer right.

30. REFUSED DELIVERIES

Refusing a parcel does not necessarily constitute a clear statutory cancellation notice in every circumstance.

If you wish to cancel an order, we recommend also contacting us directly at:

support@Truvington.store

This allows us to process the cancellation appropriately.

31. RETURNED-TO-SENDER PARCELS

If a parcel is returned to us because of:

an incorrect address;
an incomplete address;
failure to collect;
repeated unsuccessful delivery attempts; or
another delivery issue,

please contact our customer support team.

Any refund, redelivery charge or other remedy will depend on the circumstances and your statutory rights.

We will not impose charges where doing so would be inconsistent with applicable consumer law.

32. CANCELLING BEFORE DISPATCH

If you wish to cancel an order before it has been dispatched, contact us as soon as possible:

support@Truvington.store

Where we are able to process the cancellation before dispatch, we will do so.

If the order has already entered the shipping process, you may still exercise any statutory cancellation rights available to you after delivery.

33. REFUND PROCESSING

Once a refund has been approved and processed by Truvington, it will be sent to the applicable payment method.

The time required for the refund to appear may depend on:

your bank;
card issuer;
payment provider; or
payment method.

If you believe a completed refund has not reached your account after a reasonable period, please contact your payment provider and then contact us if further assistance is required.

34. CANCELLATION INFORMATION

Truvington will provide customers with legally required information regarding the right to cancel before the relevant online contract is entered into.

Where required, customers will also be provided with the statutory information necessary to exercise cancellation rights.

Failure to provide legally required cancellation information may affect the statutory cancellation period.

35. STATUTORY CANCELLATION FORM

Where applicable, consumers may use the statutory model cancellation form made available under the Consumer Contracts Regulations.

Use of a particular form is not required where the consumer otherwise makes a clear statement communicating the decision to cancel.

You may simply contact:

support@Truvington.store

and clearly state that you wish to cancel your eligible order.

36. WARRANTIES AND GUARANTEES

Any commercial warranty or guarantee offered with a product is additional to your statutory consumer rights.

The expiry of a manufacturer's or commercial warranty does not automatically remove rights that you may have under UK consumer law.

Nothing in a warranty replaces or reduces your statutory rights.

37. FAIR TREATMENT OF CUSTOMERS

Truvington will not use this policy to mislead customers about their statutory rights.

We will not state or imply that consumers have fewer rights than they are legally entitled to receive.

We will handle return and refund requests consistently with applicable UK consumer-protection requirements.

38. FRAUDULENT OR ABUSIVE RETURNS

We reserve the right to investigate suspected return fraud, including:

returning a different product from the one purchased;
deliberate product substitution;
falsified return evidence;
fraudulent payment activity; or
deliberate abuse of our returns process.

Any action taken will remain subject to applicable consumer law.

Legitimate exercise of statutory consumer rights will not be treated as abusive merely because a customer requests a return or refund.

39. OUR VOLUNTARY POLICIES AND YOUR LEGAL RIGHTS

Any voluntary benefit offered by Truvington is additional to your statutory rights.

A voluntary return condition cannot remove a remedy that UK law requires us to provide.

Where there is a conflict between this policy and a mandatory legal right, the mandatory legal right will take priority.

40. CHANGES TO THIS POLICY

We may update this Return & Refund Policy from time to time to reflect:

changes in law;
regulatory guidance;
operational changes;
changes to our products; or
changes to our return procedures.

The latest version will be published on Truvington.store with an updated revision date.

Changes will not retrospectively remove statutory or contractual rights relating to an existing order where doing so would be unlawful.

41. CONTACT US

If you have questions regarding a cancellation, return, refund, faulty product or your consumer rights in connection with a Truvington purchase, please contact:

Truvington

Website: Truvington.store
Email: support@Truvington.store

When contacting us about an existing purchase, please include your order number wherever possible.

42. YOUR RIGHTS ARE PROTECTED

Nothing contained in this Return & Refund Policy is intended to exclude, restrict or replace rights that cannot lawfully be excluded under UK consumer legislation.

Where any provision of this policy conflicts with a mandatory statutory consumer protection, the statutory protection will prevail.