Refund policy

We very much hope that you will be delighted with your purchases from TROY but if for any reason you are not happy with your item(s) you may return non-personalised items to us for an exchange or refund.

All goods will be inspected on return and must be in their original condition with their tags intact. Please note that items returned with personalisation, worn, stained with perfume, make-up or deodorant stains and / or odour, washed, or handled inappropriately, or returned outside of the returns period (see below) will not be eligible for a refund and will be returned to the customer.

Please note that we are unable to refund goods that we have not received and we cannot accept responsibility for goods damaged in transit during their return to us.

To request a return for an exchange or refund click here.

Please keep your postage receipt until we have acknowledged receipt of your item(s). We will email you to confirm when your return has been received and your exchange/ refund has been processed. We aim to credit our customers’ accounts within 14 days of cancellation but please allow up to 30 days for a refund to be made to your credit or debit card.

Personalisation

We are unable to offer an exchange or refund on any items that have been personalised unless the product is faulty.

Returns within the UK

You may return your item(s) to us if notification is received within 14 days if you are based in the UK. A return shipping fee of £4.50 will be deducted from your refund value. No shipping fee is incurred for exchanges.

Rest of the World

A £25 return shipping fee will be incurred for returning item(s) from Europe /Rest of the World to us, this will be deducted from your refund value. You may return your item(s) from outside the UK if notification is received within 14 days. No shipping fee is incurred for exchanges.

Exchanges

Where items have been returned in exchange for other items, we will need to contact you in order to place a new order for the new items. The original order will be refunded, and the new order will be debited and issued with a new reference number.

In cases where the value of the items chosen for exchange is greater than the value of your returned items, we will need arrange additional payment. It is important therefore that you provide your principal contact telephone number on the returns form.

In the interests of security we do not store all the required parts of your card details needed to take payment. In the short term, we do hold the required parts of your card details to allow us to complete a refund to your card should you return items to us within the permitted returns period.

Faulty Items

TROY checks all of its products before sending them but if there is a fault with your order when it arrives please notify us immediately and we will get in touch as soon as we can to arrange for the swift collection and replacement of your purchase. TROY cannot take responsibility for returns received in a damaged condition without prior notice.