Refund policy
Our 30-day promise
We operate a 30-day return policy. You have 30 days from the day your order arrives to tell us you'd like to return it, for any reason at all — including simply changing your mind.
To be eligible for a return, the item must be unused, in the same condition you received it, and in its original packaging. We ask for proof of purchase, which is usually just your order number.
To start a return, email support@trovetti.com. We reply within 24 hours on weekdays and will send you return instructions and an address. Please don't send anything back before contacting us — items returned without prior notice can't be accepted.
Your statutory cancellation rights
If you are a consumer in the United Kingdom, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel your order within 14 days of receiving it, without giving any reason, and a further 14 days to return the goods. Consumers in the European Union have an equivalent right to cancel within 14 days.
Our 30-day policy is offered in addition to those rights, and does not replace or restrict them. Nothing in this policy affects your legal rights.
Return postage
If you're returning an item because you've changed your mind, you pay the cost of return postage. We recommend a tracked service, as we can only refund items that reach us.
Damaged, faulty or wrong items
Please check your order as soon as it arrives. If anything is damaged in transit, defective, or simply not what you ordered, contact us straight away and we'll put it right — a replacement or a full refund, whichever you'd prefer.
Your legal rights
Nothing in this policy affects your legal rights. If goods are faulty, not as described, or unfit for purpose, you have rights under the Consumer Rights Act 2015 which apply regardless of anything stated here. If a fault appears, contact us and we'll look at it.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.
You may submit your right to withdraw request here: https://trovetti.com/pages/euwithdrawalform
Items we can't accept back
- Gift cards
- Personalised or made-to-order items
- Items returned outside the 30-day window
- Items returned without their original packaging, or in a condition that prevents resale
Exchanges
The quickest way to exchange is to return the original item for a refund and place a new order once your return is accepted. If you'd prefer us to handle it as a straight swap, just ask and we'll sort it.
Refunds
Once your return arrives and has been checked, we'll email to confirm. Approved refunds are issued to your original payment method within 10 business days. Your bank or card provider may take a few days beyond that to show the money in your account.
Refunds cover the price of the product. Original delivery charges are refunded in full where you cancel under your statutory rights, and otherwise where the item was faulty or incorrect.
If more than 15 business days have passed since we confirmed your refund and you still haven't received it, email support@trovetti.com and we'll chase it.