Cancellation rights
UK distance-selling guidance gives consumers a cancellation period for most online purchases, commonly up to 14 days after delivery. Product-specific exceptions may apply.
Returns
Returns and refunds.
This page sets out the intended returns route for Trinex customer orders. It should be checked against the final product category, packaging, hygiene rules and client refund process before accepting live payments.
Starting a return
Customers should contact Trinex before sending anything back, quoting the order number and the reason for return. The order can then be reviewed and the correct return instructions provided.
Condition
Returned items should be unused, unopened and in a resaleable condition unless faulty or damaged. Supplement, opened-pack and hygiene-sensitive item rules may apply.
Faulty or damaged items
If an item arrives damaged, incorrect or faulty, customers should contact Trinex with the order number and photos where possible so the issue can be reviewed quickly.
Refunds
Refunds should be made back through the original payment method where possible once the return or issue is approved.
Subscriptions
Monthly subscriptions can be cancelled through the secure customer portal before the next renewal. Cancellation takes effect at the end of the paid monthly period and does not reverse an order that has already been dispatched.