Refund policy
Returns and Refund Policy
Last Updated: 17 August 2026
At Trenzio Store, operated by TRENZIO LTD, we want you to be completely satisfied with your purchase. If you are not satisfied with your order, you may have the right to return the goods or cancel your purchase in accordance with this Returns and Refund Policy and applicable UK consumer law.
TRENZIO LTD
Company Number: 17143049
Registered Office: 17 Vine Gardens, Ilford, Essex, United Kingdom, IG1 2QH
Email: ibrarafridi966@gmail.com
Phone: +44 7424 116820
1. Your Statutory Rights
This policy does not affect or limit your statutory rights under UK consumer law.
When you purchase goods from us online, your rights may include rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.
If goods are faulty, not as described, or do not meet the required legal standards, you may have additional statutory rights.
Nothing in this policy is intended to exclude or restrict any consumer right that cannot legally be excluded or restricted.
2. Change-of-Mind Returns
If you purchase goods from us online, you generally have the right to cancel your order without giving a reason.
You normally have 14 days from the day after you receive the goods to tell us that you want to cancel your purchase.
After notifying us of your cancellation, you normally have a further 14 days to return the goods to us.
You can contact us to exercise your cancellation right using:
Email: ibrarafridi966@gmail.com
Phone: +44 7424 116820
Please include your:
-
Full name
-
Order number
-
Product(s) you wish to return
-
Date of purchase
-
Date the goods were received
-
Reason for return, if you wish to provide one
You are not required to provide a reason when exercising your statutory cancellation right.
3. Condition of Returned Goods
You are entitled to handle goods to the extent necessary to establish their nature, characteristics and functionality, in the same way that you would reasonably be able to examine them in a shop.
However, you may be responsible for any reduction in the value of the goods resulting from handling beyond what is reasonably necessary to inspect them.
Where possible, please return products with:
-
Original packaging
-
Product accessories
-
Manuals or documentation
-
Labels and tags
-
Any other items supplied with the product
The absence of original packaging does not automatically remove your statutory rights.
4. Products Excluded From the Change-of-Mind Cancellation Right
Certain products may be excluded from the statutory cancellation right where permitted by UK law.
Examples may include:
-
Personalised or bespoke products made to your specifications
-
Goods that are liable to deteriorate or expire rapidly
-
Sealed goods that cannot reasonably be returned for health or hygiene reasons once the seal has been broken
-
Sealed goods that are unsuitable for return for health or hygiene reasons once unsealed
-
Products that have been inseparably mixed with other goods after delivery
-
Other products falling within applicable statutory exceptions
Where a statutory exception applies, we will provide appropriate information before or at the time of purchase where required.
5. Faulty, Damaged or Incorrect Goods
If your goods are:
-
Faulty
-
Damaged
-
Not as described
-
Not fit for their intended purpose
-
Incorrectly supplied
please contact us as soon as reasonably possible.
We will assess the issue and provide the appropriate remedy required under applicable UK consumer law.
Depending on the circumstances, this may include:
-
Repair
-
Replacement
-
Refund
-
Price reduction
-
Other remedy available under applicable law
Your statutory rights are not affected by any manufacturer's warranty or guarantee.
6. Faults Within 30 Days
Under UK consumer law, where goods do not conform to the contract, consumers may have a short-term right to reject the goods and receive a refund within the applicable 30-day period, subject to the legal rules and exceptions that apply to the particular goods.
If you believe your goods are faulty, please contact us as soon as possible so that we can assist you.
7. Faults After 30 Days
If a fault is discovered after the initial 30-day period, you may still have statutory rights to a repair or replacement, depending on the circumstances.
Where applicable, we will provide a repair or replacement within a reasonable time and without significant inconvenience.
If repair or replacement is not possible or the legal requirements for another remedy are met, you may have the right to a price reduction or refund.
We will assess each case in accordance with applicable UK consumer law.
8. Return Instructions
Please do not send goods back without first contacting our customer service team where return instructions are required.
Contact:
Email: ibrarafridi966@gmail.com
Phone: +44 7424 116820
We will provide the appropriate return instructions and return address where applicable.
The return address may vary depending on the product and fulfilment arrangements.
9. Return Shipping Costs
Change-of-Mind Returns
If you exercise your statutory cancellation right because you have changed your mind, you may be responsible for the direct cost of returning the goods where we informed you of this requirement before you placed your order.
Faulty, Damaged or Incorrect Goods
Where goods are faulty, damaged, incorrectly supplied or otherwise our responsibility, we will handle reasonable return costs in accordance with applicable UK consumer law.
10. Refunds
Once we receive returned goods, we will process any applicable refund without undue delay and within the timeframe required by law.
For statutory cancellations, refunds will generally be issued within 14 days after we receive the returned goods or receive appropriate evidence that the goods have been sent back, whichever occurs first where permitted by law.
Refunds will normally be made using the same payment method used for the original transaction, unless you expressly agree otherwise.
11. Delivery Charges on Cancellation
Where you exercise your statutory cancellation right, we will refund the cost of the standard delivery option where required by law.
If you selected a more expensive delivery service than the least expensive standard delivery option we offered, we are generally only required to refund the cost of the standard delivery service.
12. Partial Refunds and Reduced Value
Where goods have been handled beyond what is reasonably necessary to inspect their nature, characteristics and functionality, we may be entitled to account for any reduction in value where permitted by law.
We will not make unlawful deductions from refunds.
13. Exchanges
Where appropriate, we may offer an exchange for an alternative product.
An exchange is not intended to remove or reduce any statutory rights you may have.
If you require an exchange, please contact us before returning the product.
14. Promotional and Sale Items
Products purchased during a sale or promotional offer have the same statutory consumer rights as products purchased at their normal price.
A sale price does not remove your legal rights where goods are faulty, not as described or otherwise fail to meet applicable legal requirements.
15. Refund Processing Time
Once a refund has been authorised, the time it takes for the money to appear in your account may depend on your bank or payment provider.
We will initiate the refund within the applicable legal timeframe, but the exact time for the funds to appear may vary depending on the payment provider.
16. Unwanted or Refused Deliveries
If you simply refuse delivery without contacting us, this may delay the processing of your return or refund.
If you wish to cancel an order, please contact us as soon as possible so that we can provide the correct cancellation and return instructions.
Your statutory cancellation rights remain unaffected.
17. International Returns
Where we accept orders from outside the United Kingdom, additional delivery, customs, tax or return arrangements may apply.
Any applicable charges or restrictions will be communicated where required before purchase.
UK statutory consumer rights will apply where applicable.
18. How to Contact Us
For all return, cancellation and refund enquiries, please contact:
TRENZIO LTD
Company Number: 17143049
Registered Office: 17 Vine Gardens, Ilford, Essex, United Kingdom, IG1 2QH
Email: ibrarafridi966@gmail.com
Phone: +44 7424 116820
Please include your order number when contacting us about an existing order.
19. Changes to This Policy
We may update this Returns and Refund Policy from time to time to reflect changes to our business, website, products or applicable legal requirements.
The latest version will always be published on this page.
Last Updated: 17 August 2026