At TrendWaves, we want you to be happy with your purchase. If something isn’t right, please contact us and we’ll do our best to make the returns and refund process as straightforward as possible.
For refunds please contact the email provided in your confirmation of purchase email, please do not attempt to return with out conformation as we will not be able to process your refund.
Change-of-Mind Returns
If you purchase an eligible item online and change your mind, you have the right to cancel your order within 14 days of receiving your goods.
You do not need to provide a reason for changing your mind.
To request a return, please contact TrendWaves within 14 days of delivery and provide:
* Your order number
* The name or email address used to place the order
* The item(s) you wish to return
Note: The applicable email to contact will be in your order confirmation email from TrendWaves.
Once your return has been approved, TrendWaves will provide you with the appropriate return instructions and, where applicable, a prepaid Royal Mail return label.
Please do not return products to the address shown on the original parcel or to the original sender, as some TrendWaves products are fulfilled by third-party fulfilment partners.
Once you have notified us that you wish to cancel, the goods must normally be returned within 14 days.
For change of mind/cancellation returns the product MUST contain all of its original packaging, item/s, and original delivery state with no damage. You must not use any item/s you wish to return. Any Items purchased from TrendWaves can not be returned or refunded in used condition.
Return Postage
For change-of-mind returns, the customer is responsible for the direct cost of returning the item.
Where TrendWaves provides a prepaid Royal Mail return label, the direct cost of that label may be deducted from your refund. We will tell you the return postage cost before the return label is issued.
Alternatively, where permitted, you may arrange your own suitable return method after receiving return instructions from TrendWaves.
You will never be charged more than the direct cost of arranging the return.
Condition of Returned Products
Customers may inspect and handle products in the same way that they reasonably would in a shop (carefully and respectfully).
Returned products should, where reasonably possible, include their original packaging, accessories and components.
TrendWaves may make an appropriate deduction from a refund where the value of a product has been reduced because it has been handled beyond what is reasonably necessary to establish its nature, characteristics and function.
Your statutory consumer rights are not affected.
Damaged, Faulty or Incorrect Products
If your product arrives damaged, broken, faulty or incorrect, please contact TrendWaves as soon as possible.
For products that are visibly damaged on arrival, we ask that the issue is reported within 48 hours of delivery wherever reasonably possible. This allows us to investigate the problem quickly with our delivery and fulfilment partners.
Note: The applicable email to contact will be in your order confirmation email from TrendWaves.
Please provide:
* Your order number
* A description of the problem
* Clear photographs and/or video showing the damage or fault
* Photographs of the packaging where relevant
For products confirmed as damaged on arrival, you will not normally be required to return the damaged product to us.
Where appropriate, TrendWaves will issue a refund to the original payment method.
The 48-hour reporting request does not affect your statutory rights. If you discover a fault after 48 hours, please still contact us. Your rights regarding faulty or misdescribed goods are protected by UK consumer law.
TrendWaves reserves the right to request reasonable evidence of a fault or damage before issuing a refund.
Refunds
Once a return has been received, or where applicable you provide evidence that the goods have been returned, we will process any refund within the time limits required by UK consumer law.
For an eligible cancellation, refunds will include:
* The price paid for the returned product; and
* The cost of the least expensive standard delivery option offered by TrendWaves for the original order, where applicable.
If you selected a more expensive delivery method, such as express delivery, we are not required to refund the additional amount above our standard delivery cost.
Refunds will normally be issued to the original payment method used to place the order.
After TrendWaves processes your refund, the time taken for the funds to appear in your account may depend on your bank, card issuer or payment provider.
Partial Returns
If your order contains several products, you may return individual eligible products without returning the entire order.
Any refund will be calculated based on the products being returned and any applicable delivery charges.
Products That Cannot Normally Be Returned for a Change of Mind
The statutory right to cancel may not apply to certain products, including, where applicable:
* Products made to your specifications or clearly personalised for you
* Perishable goods
* Sealed products that are not suitable for return for health or hygiene reasons once the seal has been broken
* Other products specifically excluded from cancellation rights under applicable UK consumer legislation
These exclusions do not remove your rights where a product is faulty, damaged, misdescribed or otherwise does not conform to your statutory rights.
Cancelling Before Dispatch
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.
We will try to cancel the order before fulfilment. However, because some orders are processed automatically, we cannot guarantee that an order can be stopped once fulfilment has started.
If the order has already been dispatched, you may still exercise any applicable statutory cancellation rights after receiving it.
Please Contact Us Before Returning Anything.
Please do not send a product back without contacting TrendWaves first.
After your return request has been accepted, we will provide the correct return instructions and, where applicable, your Royal Mail return label.
Products should not automatically be returned to the address printed on their original shipping packaging, as this may be the address of a delivery or fulfilment partner rather than the authorised TrendWaves returns location.
Your Statutory Rights
Nothing in this Refund & Returns Policy is intended to limit or exclude any rights you have under applicable UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
If any provision of this policy conflicts with your statutory consumer rights, your statutory rights will apply.
Agreement to this Policy
By placing an order with TrendWaves, you acknowledge that you have been given the opportunity to review this Refund & Returns Policy before completing your purchase.
This policy forms part of the terms applicable to purchases made through TrendWaves.
Nothing in this policy limits or excludes any rights available to you under applicable UK consumer law.
