Returns & Refunds Policy
Version 1.0 · Last updated 29 June 2026
This policy explains your rights to a refund or replacement when shopping on TrolleyTribe, and how vendors should handle returns. It reflects your rights under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.
1. Faulty, damaged or mis-described goods
If an item arrives faulty, damaged, past its use-by date, or not as described, you are entitled to a refund or replacement. Report it to the vendor through your order as soon as possible, ideally within 48 hours for perishable goods.
2. Perishable and made-to-order items
Fresh food, chilled, frozen and made-to-order items are generally exempt from the standard 14-day cooling-off right because of their nature. This does not affect your rights if the goods are faulty or not as described.
3. Non-perishable goods
For sealed, non-perishable goods that are not exempt, you may have a 14-day right to change your mind under the Consumer Contracts Regulations, provided items are unused and returned in resaleable condition. Return postage may apply unless the item was faulty.
4. Missing or substituted items
If an item is missing from your delivery or was substituted without your agreement, you will be refunded for that item.
5. How refunds are made
Approved refunds are issued to your original payment method via Stripe, normally within 5–10 business days depending on your bank.
6. How vendors handle returns
Vendors are responsible for resolving issues with their products fairly and promptly. TrolleyTribe may step in to mediate and, where appropriate, issue a refund and recover the amount from the vendor.
7. Contact
If you cannot resolve an issue with a vendor, contact us at [email protected] and we will help.
This document is a working template provided for transparency. TrolleyTribe recommends that vendors and customers seek independent legal advice where appropriate. Final commercial terms may be refined following review by a qualified UK solicitor.