Refund policy
Refund & Returns Policy
Last updated: 22 February 2026
At TrexShop, we are committed to providing quality products and a transparent returns process.
Right to Cancel (14-Day Cooling-Off Period)
Under the UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason.
To exercise your right to cancel, you must inform us at:
You then have an additional 14 days to return the item to us.
Return Conditions
To qualify for a refund:
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Items must be returned unused and in a condition suitable for resale
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Items should be returned with all accessories and documentation (where applicable)
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Proof of purchase is required
You may inspect the goods as you would in a physical shop. However, any excessive handling that reduces the value of the goods may result in a deduction from your refund.
Return Shipping Costs
Customers are responsible for return shipping costs unless:
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The item is faulty
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The item is damaged
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The incorrect item was received
We recommend using a tracked shipping service, as TrexShop is not responsible for items lost in transit.
Refund Process
Once we receive and inspect your return, we will notify you of the approval status.
If approved:
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Refunds will be processed within 14 days of receiving the returned goods
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Refunds will be issued to the original payment method
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Standard delivery costs (if applicable) will also be refunded in accordance with UK regulations
Banks or payment providers may require additional time to process the refund.
Faulty or Incorrect Items
If you receive a faulty, damaged, or incorrect item, please contact us as soon as possible at:
Under the Consumer Rights Act 2015:
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You are entitled to a full refund within 30 days if goods are faulty
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After 30 days, you may be entitled to repair or replacement
We may request photographic evidence to assess the issue.
