REFUND & RETURNS POLICY

Trio Mart Ltd

Last Updated: 25th December 2025

We want you to be completely satisfied with our products and service. If, for any reason, you are not entirely happy with your purchase, please tell us.

This policy explains your rights to return products and receive refunds. It complies with the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

IMPORTANT: This policy covers both products sold directly by Trio Mart and products sold through our Community Basket marketplace. Different procedures apply depending on which type of product you purchased.

1. YOUR STATUTORY RIGHTS

Nothing in this policy affects your statutory consumer rights under UK law.

Under the Consumer Rights Act 2015, you have the right to:

Receive goods that are as described, of satisfactory quality, and fit for purpose
A 14-day cooling-off period to cancel your order for any reason
Remedies if goods are faulty or not as described (repair, replacement, or refund)
Clear information about your cancellation and return rights

These rights cannot be waived or limited by our policy.

2. 14-DAY COOLING-OFF PERIOD

You have the right to cancel your order within 14 days without giving any reason. This is your ‘cooling-off period’ under the Consumer Contracts Regulations 2013.

2.1 When the 14-Day Period Starts

The 14-day period begins:

For goods: The day after you (or someone you nominate) receives the goods
For multiple items delivered separately: The day after you receive the last item

2.2 How to Cancel Your Order

To cancel your order within the 14-day cooling-off period:

Contact us by:
Email: returns@triomart.com
Phone: 0800 123 4567
WhatsApp: [Insert WhatsApp number]
Online: Through your account on www.triomart.com

Provide your order number and the items you wish to return
We will provide return instructions and a returns address

2.3 Returning the Goods

You must return the goods within 14 days of notifying us of your cancellation.

Return costs:

Trio Mart Direct Products: You are responsible for the cost of returning items unless they are faulty or not as described
Community Basket Products: Return arrangements and costs are determined by the individual seller (we will coordinate this for you)

Important: We recommend using a tracked delivery service and obtaining proof of postage. Trio Mart is not liable for goods lost or damaged in transit during returns.

2.4 Condition of Returned Goods

Goods must be returned:

In their original packaging where possible
In the same condition as when you received them
With all accessories, manuals, and packaging materials

You may examine goods to establish their nature, characteristics, and whether they work, but you must not use them beyond what is necessary for this purpose. Any reduction in value caused by excessive handling may result in a deduction from your refund.

2.5 Refund Timescales

We will refund you within 14 days of:

The day we receive the returned goods back, OR
The day you provide evidence that you have sent the goods back

Whichever is earlier.

Refund method: Refunds will be issued to the original payment method used for the purchase.

3. EXCEPTIONS TO THE 14-DAY COOLING-OFF PERIOD

Under the Consumer Contracts Regulations 2013, certain products CANNOT be returned under the 14-day cooling-off period:

3.1 Perishable Goods

The following items are excluded from the 14-day cooling-off period:

Fresh food products (meat, fish, dairy, bakery)
Frozen food products
Fresh vegetables and fruits
Fresh leaves, herbs, and flowers
Fresh garlands and floral arrangements
Food gift sets containing perishable items

3.2 Sealed Goods for Health Protection or Hygiene

These products cannot be returned once opened or unsealed:

Beauty products (once opened or seal broken)
Cosmetics and skincare products (once opened)
Personal care items (once opened)
Incense products (once opened)

3.3 Other Exceptions

Gift vouchers and gift cards – Cannot be returned or refunded
Personalized or bespoke products – Items made to your specifications cannot be returned
Newspapers and magazines – Cannot be returned

IMPORTANT: Even if these items are excluded from the 14-day cooling-off period, you still have statutory rights if they are faulty, damaged, or not as described. See Section 4 below.

4. FAULTY, DAMAGED, OR INCORRECTLY DESCRIBED GOODS

Your statutory rights under the Consumer Rights Act 2015 always apply, regardless of the cooling-off period.

4.1 What to Do If Goods Are Faulty

If you receive goods that are:

Faulty or defective
Damaged during delivery
Not as described
Not fit for purpose
Of unsatisfactory quality

Please contact us immediately:

Email: support@triomart.com
Phone: 0800 123 4567
WhatsApp: [Insert WhatsApp number]

4.2 Evidence Required

You will be asked to provide:

Your order number
A description of the problem
Photographic evidence of the fault or damage (clear photos showing the issue)

This helps us process your claim quickly and efficiently.

4.3 Your Rights and Remedies

Under the Consumer Rights Act 2015, you are entitled to:

Within 30 days of purchase:

Full refund (the short-term right to reject)

After 30 days but within 6 months:

One opportunity for the retailer to repair or replace the goods
If repair/replacement fails or is not possible, you can claim a refund

After 6 months:

You may need to prove the fault existed when you purchased the goods
Repair, replacement, or partial refund may be offered

4.4 Return Costs for Faulty Goods

If goods are faulty or not as described, we will cover the cost of return.

For Trio Mart Direct Products: We will arrange collection or provide a prepaid returns label.

For Community Basket Products: We will coordinate with the seller to arrange collection at no cost to you.

5. COMMUNITY BASKET PRODUCTS – SPECIAL PROVISIONS

Products sold through our Community Basket marketplace are supplied by independent sellers. While sellers are responsible for product quality and compliance, Trio Mart coordinates the returns and refund process to ensure you receive excellent service.

5.1 How Community Basket Returns Work

Contact Trio Mart first (not the seller directly)
Email: returns@triomart.com
Phone: 0800 123 4567
WhatsApp: [Insert WhatsApp number]

Trio Mart coordinates with the seller on your behalf

The seller handles the return/refund under our supervision

Trio Mart ensures you receive your refund through our payment system

5.2 Your Consumer Rights Still Apply

All your statutory rights under the Consumer Rights Act 2015 apply to Community Basket products:

14-day cooling-off period (except for excluded items)
Right to repair, replacement, or refund for faulty goods
Goods must be as described, of satisfactory quality, and fit for purpose

5.3 Trio Mart’s Role

Trio Mart will:

Act as your point of contact for all return and refund matters
Communicate with the seller on your behalf
Ensure the seller complies with consumer law
Process refunds through our payment system
Take action against sellers who fail to meet our standards

6. REFUND DEDUCTIONS

6.1 Delivery Charges

For returns made under the 14-day cooling-off period (change of mind):

We will refund the basic delivery charge (the cost of our least expensive standard delivery option)
If you chose premium or express delivery, the additional cost will not be refunded
If your order qualified for free delivery, we will deduct our standard delivery costs from your refund

For faulty, damaged, or incorrectly described goods:

We will refund all delivery charges in full (including any premium delivery you paid for)

6.2 Other Deductions

We reserve the right to deduct the following charges from refunds where applicable:

Reduction in value due to excessive handling or use beyond what is necessary to establish the nature and characteristics of the goods
Restocking costs for returned goods that require inspection, repackaging, or processing
Payment processing fees (where permitted by law)

Important: These deductions do NOT apply if goods are faulty, damaged, or not as described.

7. UNOPENED GOODS POLICY

In addition to your 14-day cooling-off period, you may return unopened, non-perishable goods within 7 working days of receipt.

Conditions:

Goods must be completely unopened and in original sealed packaging
Products must be unused and in resaleable condition
Subject to inspection and acceptance by Trio Mart
We will provide a refund or replacement as applicable

Excluded items: This does not apply to perishable goods, personalized items, or items excluded from the cooling-off period (see Section 3).

8. UNCOLLECTED OR UNDELIVERABLE PACKAGES

8.1 Failed Deliveries

If you are unavailable to receive your delivery and the package is returned to us:

You will be contacted to arrange redelivery
Redelivery charges may apply
Return postage costs may be deducted from any refund

8.2 Perishable Goods in Returned Packages

Important: Any uncollected packages containing fresh fruit, vegetables, or other perishable items will require inspection before any refund can be offered.

If the returned package contains:

Spoiled or perished food items: These items will be omitted from any refund
Other products stained or damaged by perishable items: These items will also be omitted from the refund

This is necessary because we cannot resell damaged or contaminated products. Only products that are in resaleable condition will be refunded.

9. GOODS SENT IN ERROR

Any goods dispatched by us in error remain the property of Trio Mart Ltd.

If you receive goods by mistake that you did not order:

Contact us within 7 days:
Email: support@triomart.com
Phone: 0800 123 4567

We will arrange collection at no cost to you

Please keep the goods in their original packaging until collection

Please note: Under the Consumer Contracts Regulations 2013, if you receive unsolicited goods (goods you did not order and were not sent in error), you are entitled to keep them without charge.

10. HOW TO REQUEST A RETURN OR REFUND

Always contact us first before returning any goods.

10.1 Contact Methods

You can contact us by:

Email: returns@triomart.com (for returns) or support@triomart.com (for general queries)
Phone: 0800 123 4567 (Monday to Saturday, 9am-6pm)
WhatsApp: [Insert WhatsApp number]
Online: Through your account at www.triomart.com

10.2 Information Required

When contacting us, please provide:

Your full name
Order number
Date of purchase
Details of the item(s) you wish to return
Reason for return (e.g., change of mind, faulty, damaged)
Photos (if goods are faulty or damaged)

10.3 What Happens Next

We will acknowledge your request within 24 hours
We will provide return instructions and a returns address
For faulty goods, we will arrange collection or provide a prepaid label
For Community Basket products, we will coordinate with the seller
Once we receive and inspect the returned goods, we will process your refund

11. EXCLUSIONS AND LIMITATIONS

Trio Mart is not liable for:

Goods lost or damaged in transit during returns (we recommend using tracked delivery and obtaining proof of postage)
Returns sent without prior authorization (always contact us first)
Goods returned to incorrect addresses (use only the address we provide)

Nothing in this policy limits or excludes our liability for:

Death or personal injury caused by negligence
Fraud or fraudulent misrepresentation
Breach of statutory consumer rights under the Consumer Rights Act 2015
Any other liability that cannot be excluded or limited under UK law

12. DISPUTES AND COMPLAINTS

If you are unhappy with how we have handled your return or refund:

Contact our Customer Service team first:
Email: complaints@triomart.com
Phone: 0800 123 4567

We will investigate and respond within 14 days

If you remain unsatisfied, you can contact:
Citizens Advice Consumer Service: 0808 223 1133 or www.citizensadvice.org.uk/consumer
Trading Standards: Via Citizens Advice
Online Dispute Resolution Platform: https://ec.europa.eu/consumers/odr (for online purchases)

13. CONTACT INFORMATION