Refund policy

This policy explains how to cancel or return an eligible online order placed with Triple C through triplecuk.com, including how we handle change-of-mind returns, faulty or incorrect products and approved refunds.

Contact us before returning an item

Please contact us before sending an item back so that we can confirm the appropriate return method, provide the correct instructions and, for an accepted return by mail, send you a prepaid return label by email that you can download and print at no cost.

Email: support@triplecuk.com

Please include:

• Your order number
• The email address used to place the order
• The reason for contacting us
• Photographs of an issue where reasonably possible

Contacting us first helps us process your return efficiently, but it does not remove or reduce your statutory consumer rights.

Cancelling an order before dispatch

To request cancellation before your order has been dispatched, please contact us as soon as possible using your order number:

Email: support@triplecuk.com

Phone: +44 7908 601996

We will try to stop the order before dispatch, but cancellation cannot be guaranteed once processing has begun. If the order has already been dispatched, you may still exercise your applicable cancellation and return rights after receiving it.

Change-of-mind returns for online orders

You may notify Triple C that you wish to cancel and return an eligible online order within 14 days after the day you, or a person nominated by you, receive the goods.

After notifying us, you have a further 14 days to send the eligible goods back in accordance with the return instructions we provide.

You do not need to provide a reason for a change-of-mind cancellation, although information about the reason may help us improve our service.

Purchases made in our Syston, Leicester shop

The 14-day cancellation period and the further 14-day return period described above apply to eligible online orders only.

We do not offer a general change-of-mind return right for products purchased in person at our physical shop. However, if an item purchased in store is faulty, damaged, not fit for purpose or not as described, your applicable statutory consumer rights remain fully protected.

How to return an online order

After you contact us, we will confirm whether your accepted return should be made by post or at our Syston shop. For an accepted return by post, we will provide a prepaid return label by email at no cost to you.

Return postage costs and prepaid label

For an accepted return by mail, Triple C provides a prepaid return label by email at no cost to the customer. The label can be downloaded and printed before the parcel is sent back.

Please contact us at support@triplecuk.com before posting a return so that we can confirm eligibility, provide the correct instructions and issue the prepaid label.

Triple C also covers the reasonable return cost where a product is faulty, damaged, incomplete or supplied incorrectly.

Condition of returned products

You may inspect a product in the same reasonable way that you would be permitted to inspect it in a physical shop.

For a change-of-mind return, products should be kept new and unused except for handling reasonably necessary to inspect them. Returned products should be:

• Unused beyond what is reasonably necessary to inspect them
• In their original condition
• Complete, including all supplied parts and accessories
• Returned with the original packaging where reasonably possible

Where permitted by law, we may make an appropriate deduction from the refund if the product’s value has been reduced because it was handled beyond what would reasonably be allowed when inspecting it in a physical shop. This does not limit your rights in relation to faulty, damaged, incomplete or incorrect products.

Exchanges

Triple C does not offer a general voluntary exchange service. If you would like a different product, you may return an eligible online purchase in accordance with this policy and place a new order separately.

This does not affect any replacement, repair, refund or other remedy that may be available where goods are faulty, damaged, incomplete, incorrect or otherwise do not meet your statutory rights.

Faulty, damaged, incomplete or incorrect products

Please contact us as soon as reasonably possible if your order arrives faulty, damaged, incomplete or different from what you ordered.

Please provide:

• Your order number
• A clear description of the issue
• Clear photographs of the product and packaging where reasonably possible

Photographs can help us understand and resolve an issue more quickly, but they are not a condition of exercising your statutory consumer rights.

Depending on the circumstances and your applicable legal rights, an appropriate remedy may include a refund, repair, suitable replacement or another remedy available under UK consumer law. A replacement provided for a faulty or incorrect product is a remedy and does not create a general exchange programme.

Refunds

Approved refunds are issued to the original payment method used for the order unless another method is expressly agreed where permitted by law.

For an accepted return, Triple C aims to complete the refund within 10 calendar days after we receive the returned goods, or acceptable evidence that they were sent back where that applies. We will always meet any shorter or mandatory timeframe required by UK consumer law.

Where UK law requires it, the refund will also include the standard outbound delivery charge paid for the order. If a customer chose a more expensive delivery option, any amount above the standard delivery charge may not be refundable.

After we submit a refund, a bank or payment provider may take additional time to display the amount in the customer’s account.

How to notify us that you wish to cancel

You may notify us by email or another clear statement that identifies the order and confirms that you wish to cancel it. You may use the following information as a simple cancellation notice:

Your statutory rights

Nothing in this policy limits, excludes or replaces your statutory rights as a UK consumer, including your rights in relation to faulty, damaged, misdescribed or unsuitable goods.

Contact us about a return