RETURNS & REFUNDS POLICY
TROVE RETURNS & REFUNDS POLICY
This policy applies to consumer customers purchasing online, by distance selling or in our showroom. Separate provisions apply to international orders where stated below.
PRODUCT TYPES
Ready to Ship
Items held in stock and available for immediate dispatch.
Vintage
One off pieces sold as seen, with wear consistent with age and character.
Made to Order
Products manufactured once an order has been placed using Trove’s standard designs, dimensions and standard finish options.
Custom
Products made to Trove’s standard design and dimensions, but in a customer specified finish outside Trove’s standard finish offering. This includes products finished in colours outside Trove’s standard range and products made using Customer’s Own Material (COM).
Bespoke
Products based on a Trove design where dimensions or specifications have been altered from the standard product offering.
YOUR RIGHT TO CANCEL
Ready to Ship
You may cancel your order within 14 days of receiving your item.
To cancel, please notify us in writing within this period. You then have a further 14 days to return the item.
Returned items must be:
- Unused
- In their original packaging
- In a resaleable condition
You may inspect items as you would in a physical shop. Handling beyond this may result in a deduction from your refund.
Return shipping costs are the responsibility of the customer.
Vintage Items
Vintage items are one off pieces sold as seen. Descriptions and imagery aim to accurately reflect their condition and wear.
Vintage items follow the Ready to Ship cancellation process. Wear consistent with age and described at the point of sale is not considered a fault.
Made to Order Items
Made to Order products are manufactured once an order has been placed using Trove’s standard designs, dimensions and finish options.
You may cancel a Made to Order item within 14 days of placing your order, in line with your statutory rights.
Custom & Bespoke Items
Custom and Bespoke products are made specifically to your requirements and are not suitable for resale.
This includes:
- Products finished in colours outside Trove’s standard finish range
- Products produced using Customer’s Own Material (COM)
- Products made to non standard dimensions
- Products with bespoke specifications
As these products are made specifically to your requirements and cannot be readily resold, cancellation rights do not apply once the order has been confirmed.
Custom and Bespoke products may only be returned or refunded if faulty or damaged, in line with your statutory rights.
Sale Items
Sale items may be returned in line with our Ready to Ship returns policy.
Refunds will be issued for the price paid. We do not refund price differences for items purchased prior to a sale.
DAMAGED OR FAULTY GOODS
Please inspect all items upon delivery.
Any damage must be reported to us within 48 hours of delivery and supported by photographs.
Goods should not be installed, altered or used before they have been inspected, as this may affect our ability to assess or resolve the issue.
If a product develops a manufacturing fault within a reasonable period, you are entitled to a repair, replacement or refund in line with UK consumer law.
NATURAL MATERIALS & VARIATIONS
We work with natural materials and traditional manufacturing processes.
Variations in timber grain, veneer pattern, hand applied paint finishes, fabric texture, pattern placement and other natural materials are inherent characteristics of our products and should not be considered faults.
Wood is a natural material and may expand, contract, move, develop small cracks or change appearance over time in response to environmental conditions. These characteristics are natural and are not considered defects.
Variations in colour, texture and finish between samples, showroom pieces and finished products may occur due to differences in production batches, natural materials and manufacturing processes.
Batch variations may also occur between fabric dye lots, timber finishes and painted surfaces. Trove works within agreed manufacturing tolerances to ensure consistency wherever possible.
RETURNS LOGISTICS
For larger items, we can assist with arranging return collections. Any associated costs will be confirmed in advance and may be deducted from your refund.
Unless an item is confirmed to be faulty or supplied in error, return shipping costs remain the responsibility of the customer.
REFUNDS
Refunds will be processed within 14 days of receiving the returned item, using the original payment method.
Standard delivery charges will be refunded where required by law. Premium delivery services are non refundable.
INTERNATIONAL ORDERS
International shipping is arranged through Trove’s appointed logistics partners. Crating, shipping and export costs are quoted separately and must be paid in full prior to dispatch.
Customers are responsible for all import duties, customs charges, local taxes and clearance fees applicable in the destination country unless otherwise agreed in writing.
Production lead times relate to manufacture only. International transit times are quoted separately and remain estimates. Trove cannot accept responsibility for delays caused by customs authorities, shipping carriers or other circumstances beyond our reasonable control.
If an order is refused due to unpaid customs duties, taxes or import charges, the customer remains responsible for all resulting costs, including return shipping, storage charges, customs fees and any other charges incurred by Trove. Any applicable refund will be reduced accordingly.
Where an international return is accepted, customers are responsible for arranging and paying for return shipping, export documentation, customs clearance and any associated duties or taxes incurred when returning the goods to the UK.
All items are inspected and photographed prior to dispatch. Any transit damage must be reported within 48 hours of delivery and supported by photographs. Claims will be assessed on a case by case basis and, where appropriate, Trove will work with the appointed shipping partner to resolve the matter.
Where a refund is due, it will be processed for the original amount paid for the goods. Trove is not responsible for any loss arising from exchange rate fluctuations, bank charges or international payment fees.
All purchases are governed by the laws of England and Wales.
CONTACT US
If you have any questions regarding this policy or your order, please contact our team at sales@thetrove.co.uk.
