Refund policy

YOUR ORDERS

A. Cancelling orders

You may cancel your order for a reason set out below, in which case your contract with us will end immediately and we will refund you in full for any products which have been paid for in respect of the cancelled order:

  1. we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;

  2. there is a risk that supply of the products may be significantly delayed because of events outside our control;

  3. we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 30 days; or

  4. you have a legal right to end the contract because of something we have done wrong.

We may cancel your order for a reason set out below, in which case your contract with us will end immediately and we will refund you in full for any products which have been paid for in respect of the cancelled order (although we reserve the right to deduct shipment costs):

  1. you do not make any payment to us when it is due;

  2. you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products;

  3. we are unable to make delivery to you and you do not re-arrange delivery or collect products within a reasonable time.

B. Returns and exchanges

We hope you love your products as much as we do, but you have a right to return or exchange products if you change your mind, or if what you have bought is faulty. We do not at present cover the cost of international returns.

If for any reason you change your mind, you can return your items for free. Under the Consumer Contracts Regulations 2013, you have a legal right to change your mind within 14 days of receipt and receive a refund, including a refund for standard shipping charges.  However, we offer you the option to return the product in its original packaging within 30 days of receiving your order to receive a full product refund– no questions asked.

If you would like to return them, please follow the instructions in the Returns section of the website. Products should be sent back to us in their original packaging within 30 days of receipt. The cost of your original shipping method cannot be refunded.

Please post returns back to us at:
Trinny London Returns
ILG UNIT 2
SPACE GATWICK
FARADAY ROAD
CRAWLEY
RH10 9BJ
using the pre-paid label provided via the Royal Mail Returns Portal.

When you send back your products, please tell us whether you would like an exchange or refund. To help us improve our products, please use the returns form to tell us why you are returning the products. We aim to process all returns within 14 days of receipt by us.

  • We will only exchange a product for the same product in an alternative shade. All exchanges are subject to availability.

  • Where products are returned, we will refund you the price you paid for the products, by the method you used for payment. However, we may make deductions from the price, as described below. We will pay refunds within 14 days of our receipt of the products.

  • If you are exercising your right to change your mind we may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop.

C. If there is a problem with a product
If you have any questions or complaints about the product, please contact us. You can email us at tlc@trinnylondon.com.
If goods are received as faulty or damaged on delivery, please contact us as soon as possible but in any event within 30 days.

We are under a legal duty to supply products that are in conformity with this contract. See the section below for a summary of your key legal rights in relation to the product. Nothing in these terms will affect your legal rights.