Return & Refund Policy
This is a Trade only site and all buyers are required to be Trade buyers for which the Consumer Contracts (formerly Distance Selling) regulations do not apply. Please refer to our Terms and Conditions for full ordering information.
In these Return Conditions the following words shall have the following meanings :- “The Company” means True Products Group Ltd trading as True Products “The Goods” means the products, articles or things which are supplied by the Company “The Buyer” means the legal entity, organisation or person being the purchaser of the Goods
This website will guide the Buyer through the buying process, the Buyer must carefully check and amend any errors before submitting an order. If the Buyer has any queries whatsoever they should contact the Company before placing an order. The Company can be contacted by telephone on +44(0)1493 857363 or by email firstname.lastname@example.org
If Pre Order is available, details regarding the availability of Goods will be clearly shown in the product details. This date is a guide only, the Buyer will be updated by the Company with a more accurate date closer to the expected time of delivery. The Company shall be under no liability whatsoever arising from non delivery of Pre Ordered Goods.
Payment of Pre Ordered Goods is due before Goods can be dispatched unless the Buyer is a Credit Account customer then Credit Payment terms apply.
A Pre Order is not a contract between the Buyer and the Company. If a deposit is required for Pre Order Goods this is considered a deposit only.
To be eligible for a return, the Buyer must contact the Company as soon as possible in the first instance to explain the reason for the return.
Faulty / Defective / Damaged Goods
The Buyer is under a duty to inspect the Goods on delivery or on collection, as the case may be.
In the event of Goods being received damaged in transit, the Buyer must ensure the goods as signed for as "damaged" or "unchecked".
Claims for non-delivery or short-delivery must be made within 7 days of delivery/collection date.
The Company shall be under no liability for any defect, damage in transit or shortages that would be apparent on careful inspection if a written claim is not delivered to the Company within 7 days of delivery/collection of the Goods, as the case may be, detailing the alleged defect, damage or shortfall.
In all cases where defects, damages or shortages occur, the Company shall be under no liability in respect thereof unless evidence of such or an opportunity to inspect the Goods is supplied to the Company.
Subject to the above, the Company shall make good any shortage in the Goods and (where appropriate) replace any Goods which are defective or damaged in transit as soon as it is reasonably able to do so, but otherwise shall be under no liability whatsoever arising from such shortage, defect or damage.
Change of Mind / No Longer Required
The Buyer has 14 calendar days to return goods from the date of delivery only with the prior consent in writing given by the Company. The signature of a delivery note does not constitute consent.
All Goods must be unused and in the same original condition they were received in.
When returning Goods a 20% restocking/repacking fee will be be charged or deducted from any monies due to be refunded to the Buyer and the original delivery charge will not be refunded. In the case of free delivery the cost of delivery incurred by the Company will be deducted. The cost of returning the goods will be be at the Buyers expense.
There may also be a charge for unreasonable use or damage/deterioration during storage or return.
The Buyer is responsible for paying for any shipping costs for returning Goods. Shipping costs are nonrefundable unless the return is due to a problem with the Goods or an error by the Company. In this case the Company will arrange for collection, if this is not possible we may ask the Buyer to return the Goods and the Company we will refund the costs.
Once Goods are received back, they will be inspected and the Buyer notified of the return being received.
If the return is approved, the Company will initiate a refund to the Buyers original method of payment.
Refunds as processed within 5 working days. The time for a refund to show in the Buyers account will be determined by the original payment method and/or the card issuer's policies.
If the return is due to a problem with the Goods or an error by the Company, the Company will replace or refund in full at their discretion.
If the return is not due to a problem with the Goods or an error by the Company then a 20% restocking fee and the original delivery cost will be deducted from the refund. In the case of any order having free shipping, the cost of shipping incurred by the Company will be deducted from the refund to the Buyer.
If the Buyer has any questions on how to return Goods, the Company can be contacted by telephone on +44(0)1493 857363 or by email email@example.com