Returns
For returns, cancellations or help with an order, email [email protected]. Your statutory consumer rights are unaffected by this policy.
For eligible online purchases, you have 14 days after delivery to tell us you wish to cancel, followed by a further 14 days to return the goods. Email [email protected] with your name and order details and a clear statement that you wish to cancel. You do not need to give a reason, use a particular form or wait for approval to give notice of cancellation.
We will provide the return address and instructions when we respond to your request. Please contact us promptly for these details. We prefer complete, unopened boxes where possible, but this preference does not override your statutory rights. Opening the outer box alone does not automatically invalidate an eligible cancellation.
Please take reasonable care of goods you intend to return. Any legally permitted exception for unsealed goods unsuitable for return for health or hygiene reasons applies only where its legal conditions are met; it does not apply automatically to every opened box. Faulty, damaged or misdescribed goods remain subject to your statutory remedies.
You pay the direct return postage for eligible change-of-mind returns where this cost was disclosed before purchase. TRINEX covers reasonable return costs for goods that are faulty, damaged on arrival or incorrectly supplied. Contact us to arrange the return.
Email [email protected] with your order number or other proof of purchase and details of the problem. Include photographs where relevant and available. We will investigate and arrange an appropriate remedy under your consumer rights; the change-of-mind deadlines do not replace those rights.
Refunds are made to the original payment method unless you expressly agree otherwise, without a refund fee. For eligible cancellations where goods are being returned, we refund without undue delay and within 14 days of receiving the goods or evidence that you sent them back, whichever is earlier. Where legally required, we also refund standard outbound delivery charges; any extra cost of a premium delivery service need not be refunded.
You can request subscription cancellation at any time by emailing [email protected] with your account email or order details. Send your request before the next renewal payment. We will confirm the cancellation and its effective date by email. You can also use the subscription management option in your account where available.
If an order has already been paid for or processed, we will try to stop dispatch where possible. Cancelling a subscription does not remove any separate statutory right to cancel or return an eligible order.
You can email: “To TRINEX ([email protected]): I give notice that I cancel my contract for the following goods: [goods]. Ordered on [date] / received on [date]. Name: [name]. Address: [address]. Order number (if available): [number]. Date: [date].” This is optional; any clear statement of cancellation is sufficient.