Return and refund policy
TruesourceUk · Customer Care
Return & Refund Policy
At TruesourceUk, we want you to feel confident when shopping with us. If you are not completely satisfied with your purchase, you may be eligible to return your item under the terms below.
Our return policy is designed to be straightforward and transparent while preserving all rights you have under applicable UK consumer law.
Our Return Policy at a Glance
| Return window | 30 days |
|---|---|
| Return shipping | Free |
| Restocking fee | None |
| Final sale items | None |
30-Day Returns
You may request a return within 30 days of receiving your order, subject to the conditions described in this policy.
To start a return, please contact us:
Email: contact@truesourceuk.com
Telephone: +44 07931979649
Please include your order number and explain the reason for your return. We will provide the appropriate return instructions after receiving your request.
Return Conditions
To help us process your return efficiently, please ensure that returned products are:
- In reasonable condition.
- Not unnecessarily damaged or altered.
- Returned with original packaging and accessories where reasonably possible.
- Accompanied by your order details or other information that allows us to identify the purchase.
You may inspect goods as you would reasonably be able to do in a shop.
Where applicable, we may take account of any reduction in the value of goods caused by handling beyond what is necessary to establish their nature, characteristics, and functioning.
Nothing in this section limits your statutory rights.
Free Return Shipping
TruesourceUk provides free return shipping for eligible returns under this policy.
Please contact us before sending an item back so that we can provide the correct return instructions.
Do not send a return to an address other than the one provided by our customer service team unless we specifically instruct you to do so.
No Restocking Fee
We do not charge a restocking fee for eligible returns.
You will not be charged a separate fee simply because you return an eligible product.
No Final Sale Items
We currently do not designate products as final sale items under our standard return policy.
This does not affect statutory exceptions that may apply to certain types of goods under UK consumer law.
UK Consumer Cancellation Rights
If you are a UK consumer purchasing goods online, you may have a statutory right to cancel your contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, subject to applicable exceptions.
For most goods, you generally have 14 days from the day after receiving the goods to notify us that you wish to cancel.
After notifying us, you generally have a further 14 days to return the goods.
Our 30-day return policy provides an additional commercial return period and does not remove or reduce your statutory cancellation rights.
Certain goods may be excluded from statutory cancellation rights where an applicable legal exception applies.
Faulty, Damaged, or Incorrect Items
If your order arrives:
- Faulty;
- Damaged;
- Defective;
- Incomplete; or
- Different from what you ordered,
please contact us as soon as possible at:
Please provide your order number and, where appropriate, photographs showing the problem.
Your statutory rights remain fully protected. Depending on the circumstances, you may be entitled to a repair, replacement, refund, price reduction, or other remedy required by law.
Refunds
Once we receive and assess an eligible returned item, we will process any applicable refund.
Refunds will generally be issued to the original payment method used for the purchase.
The time it takes for the refund to appear in your account may depend on your bank or payment provider.
We do not charge a restocking fee for eligible returns.
Refunds Following Statutory Cancellation
Where you exercise your statutory right to cancel an online purchase, refunds will be handled in accordance with applicable UK consumer law.
Where required by law, we will refund the payments received from you for the cancelled goods, including applicable standard delivery charges.
Where permitted by law, additional delivery costs resulting from your choice of a more expensive delivery method may not be refundable.
Exchanges
If you would prefer an exchange rather than a refund, please contact our customer service team.
Exchanges may depend on product availability.
If the requested replacement is unavailable, we may provide an appropriate refund instead.
Return Process
Contact Us
Email us with your order number and return request.
Get Instructions
Our team will provide the applicable return instructions.
Send the Item
Use the return method and instructions provided by our team.
Assessment
We will assess the returned item after it is received.
Refund or Replacement
Where applicable, we will issue your refund or arrange the replacement.
Items Damaged During Return Shipping
Please package returned products securely to reduce the risk of damage during transportation.
If we provide a return shipping method or label, please follow the instructions provided.
If an item is damaged during a return shipment, contact us promptly so that we can assess the situation and determine the appropriate resolution.
Missing or Delayed Returns
If you have sent a return but we have not received it within the expected timeframe, please contact us with your return tracking information, where available.
We will work with you to investigate the status of the return.
Statutory Consumer Rights
This Return and Refund Policy does not affect your statutory rights.
Under UK consumer law, consumers may have rights where goods are faulty, not as described, not fit for purpose, or otherwise fail to meet the legal standards applicable to consumer contracts.
Nothing in this policy is intended to exclude, restrict, or replace rights that cannot legally be excluded or restricted.
Need Help With a Return?
For return, refund, cancellation, or exchange enquiries, our customer service team is available to assist you.
Simple. Transparent. Customer First.
30-Day Returns · Free Return Shipping · No Restocking Fee · No Final Sale Items
Your statutory rights under UK consumer law always remain protected.