RETURNS & REFUNDS

TROVE RETURNS AND CANCELLATIONS

This policy applies to consumer customers purchasing online, by distance selling or in our showroom.

PRODUCT TYPES

For clarity our products fall into the following categories:

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 - Items produced once an order is placed using Trove’s standard designs and finishes.

Made to Order COM - Made to order items produced using customer supplied materials.

Custom - Items made to order where size or finish differs from Trove’s standard 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 original packaging

• In 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 condition and wear.

Vintage items follow the Ready to Ship cancellation process. Wear consistent with age and described at point of sale is not considered a fault.

Made To Order And Custom Items

Some of our products are made especially for you once an order is placed.

Made to Order items are produced using Trove’s standard designs, sizes, and finishes.

You may cancel a Made to Order item within 14 days of placing your order, in line with your statutory rights.

Custom items, including products made using customer supplied materials (COM), produced to non standard dimensions, or finished in colours outside our standard range, are made specifically to your specification and are not suitable for resale.

For this reason, cancellation rights do not apply once the order has been confirmed.

All items 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 items on delivery.

Any damage must be reported to us within 48 hours of delivery, supported by photographs.

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.

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.

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.

CONTACT US

For any further questions please do not hesitate in contacting us on sales@thetrove.co.uk