Refund policy
RETURN & REFUND POLICY
Last updated: 14 September 2026
At Truverkhey, we want you to be satisfied with your purchase. This Return & Refund Policy explains how returns, cancellations, refunds, faulty items and exchanges are handled when you purchase from Truverkhey.store.
This policy is intended to comply with applicable UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Nothing in this policy affects or limits your statutory rights.
1. 30-Day Return Policy
In addition to your statutory cancellation rights, Truverkhey offers a 30-day return period.
You may request a return within 30 calendar days of receiving your order.
To qualify for a return under our voluntary 30-day return policy, the item should:
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Be unworn, except for reasonable inspection or trying on;
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Be unused;
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Be clean and free from stains, odours, damage or alterations;
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Have its original tags attached where reasonably possible;
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Be returned with any original accessories or components supplied with it; and
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Be accompanied by proof of purchase or sufficient order information.
Your statutory rights in relation to faulty, damaged, misdescribed or otherwise non-conforming goods are not dependent on the item meeting the conditions of our voluntary return policy.
2. Your Statutory Right to Cancel an Online Order
For most goods purchased online, UK consumers have a legal right to cancel the contract without giving a reason.
The statutory cancellation period normally expires 14 days after the day on which you, or a person nominated by you other than the carrier, receives the goods.
If a single order contains multiple items delivered separately, the cancellation period normally begins after the final item covered by that order has been received, where applicable under UK law.
To exercise your right to cancel, you must inform us of your decision before the cancellation period expires.
You may contact us at:
Email: sales@Truverkhey.store
Website: Truverkhey.store
You do not need to provide a reason for cancelling.
A clear statement by email informing us that you wish to cancel your order is sufficient.
3. Returning Goods After Cancellation
After notifying us that you wish to cancel your order, you must normally return the relevant goods within 14 days of notifying us of the cancellation.
Before sending a return, please contact:
We will provide the appropriate return instructions and return address.
Please do not send goods to an address that has not been confirmed by our customer service team.
We recommend obtaining proof of postage and using a trackable delivery service where appropriate.
4. Return Shipping Costs
For returns made because you have changed your mind, ordered the wrong size or colour, or otherwise exercised your cancellation rights without there being a fault with the product, you may be responsible for the direct cost of returning the goods, provided this was properly communicated to you as required by law.
Where an item is:
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Faulty;
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Damaged;
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Incorrect;
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Not as described; or
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Otherwise not in conformity with the contract,
Truverkhey will not require you to bear return costs where UK consumer law places those costs on the retailer.
Please contact us before returning a faulty or incorrect product so that appropriate return arrangements can be made.
5. Refunds
Once your returned goods have been received and assessed, we will process any refund due to you.
For a valid statutory cancellation, we will reimburse payments received from you as required by UK law.
We may withhold the refund until:
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We have received the goods back; or
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You provide evidence that you have sent the goods back,
whichever occurs first where the law permits us to do so.
Refunds will normally be made no later than 14 days after the applicable refund period begins under UK consumer law.
Refunds will normally be issued using the same payment method used for the original transaction, unless another method has been expressly agreed and does not result in additional charges to you.
Bank and payment-provider processing times may mean that the refunded amount takes additional time to appear in your account after we issue it.
6. Original Delivery Charges
If you exercise your statutory right to cancel the entire order, we will refund the original delivery charge up to the cost of the least expensive standard delivery method we offered for that order, where required by law.
If you selected a more expensive delivery option, such as express or premium delivery, we are not required to refund the additional amount above the cost of our standard delivery option.
This does not affect your rights where goods are faulty, damaged, incorrect or not delivered as agreed.
7. Handling and Diminished Value
You are entitled to inspect goods in a way that would reasonably be permitted in a physical shop.
However, where goods have been handled beyond what is necessary to establish their nature, characteristics and functioning, we may be legally entitled to make an appropriate deduction from the refund to reflect any reduction in value caused by that excessive handling.
Trying on clothing carefully to check fit would normally be different from wearing it for an extended period, washing it, damaging it or otherwise using it beyond what is necessary for inspection.
Any deduction will be considered fairly and in accordance with applicable UK consumer law.
8. Faulty, Damaged or Misdescribed Goods
Under the Consumer Rights Act 2015, goods supplied by Truverkhey must be:
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Of satisfactory quality;
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Fit for their intended or agreed purpose; and
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As described.
If an item does not meet these legal requirements, you may have statutory remedies.
In many circumstances, consumers have a 30-day short-term right to reject faulty goods and receive a refund.
After the short-term right to reject has expired, you may be entitled to a repair or replacement where applicable. If a repair or replacement is impossible, unsuccessful, cannot be provided within a reasonable time or causes significant inconvenience, you may have the right to a price reduction or final rejection of the goods in accordance with the Consumer Rights Act 2015.
These rights are separate from our voluntary change-of-mind return policy.
If you receive a faulty, damaged or incorrect item, contact us as soon as reasonably possible at:
Please provide:
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Your order number;
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Your name;
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A description of the problem; and
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Photographs or other reasonable evidence of the issue where appropriate.
We will assess the matter and provide instructions for the appropriate remedy.
9. Goods Developing Faults After 30 Days
Your consumer rights do not automatically end after 30 days.
Where goods develop a fault after the initial 30-day period, you may still be entitled to a repair, replacement, price reduction or refund depending on the circumstances and applicable law.
Where a fault becomes apparent within the period during which UK law places the relevant evidential responsibility on the trader, we will deal with the claim in accordance with those statutory requirements.
Longer legal limitation periods for bringing certain claims may also apply. These limitation periods are not the same as a product warranty and do not mean every product is automatically guaranteed for that entire period.
10. Items That May Be Excluded From Change-of-Mind Returns
Certain goods may be excluded from statutory cancellation rights where an exemption under UK law applies.
Examples may include:
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Goods made to your specifications or clearly personalised;
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Goods liable to deteriorate or expire rapidly;
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Sealed goods that are not suitable for return for health protection or hygiene reasons where the seal has been broken after delivery; and
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Other products for which UK legislation provides a specific cancellation exemption.
Any statutory exemption will only be applied where legally applicable.
This section does not remove your rights where an item is faulty, damaged, unsafe, misdescribed or otherwise does not conform to the contract.
11. Sale and Promotional Items
Products purchased during a sale, promotion or with a discount have the same statutory rights concerning faulty, damaged or misdescribed goods as full-price products.
Where our voluntary 30-day return policy applies to a discounted item, it will be treated in accordance with the terms of this policy unless a lawful and clearly disclosed exception applies.
12. Exchanges
If you require another size, colour or product, please contact us at:
Where direct exchanges are available, we will provide instructions.
If an exchange is not available, you may need to return the original item for a refund and place a new order.
Your statutory consumer rights remain unaffected.
13. Incorrect Items
If we send you an item different from the product you ordered, please contact us as soon as possible.
We will arrange an appropriate remedy and, where required, cover the reasonable cost of returning the incorrect item.
You will not be required to accept an alternative product instead of the product you ordered unless you agree to do so.
14. Damaged Parcels
If your parcel appears damaged when delivered, please inspect the contents as soon as reasonably possible.
If the product itself is damaged, contact:
Please include your order information and, where possible, photographs showing the damage.
Your rights against Truverkhey are not removed simply because damage may have occurred while the order was being delivered by a carrier appointed by us.
15. Refused or Uncollected Deliveries
If an order is returned to us because delivery was refused or the parcel was not collected, please contact us.
Any refund or redelivery will be handled according to the circumstances of the order and your statutory rights.
Nothing in this section permits us to impose charges that have not been properly disclosed or which would be unlawful or unfair under UK consumer law.
16. Proof of Purchase
We may request reasonable proof that the goods were purchased from Truverkhey.
This may include:
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An order confirmation;
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Order number;
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Payment record;
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Email receipt; or
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Other reasonable evidence of purchase.
17. Refunds to the Original Payment Method
Approved refunds will normally be returned to the payment method originally used for the purchase.
If the original method is unavailable, we will contact you to determine an appropriate lawful alternative.
We will never require you to pay an additional fee simply to receive a refund that you are legally entitled to.
18. Cancelling Before Dispatch
If you wish to cancel an order before it has been dispatched, contact us as soon as possible at:
If the order has already entered the dispatch process, it may not be possible to stop the shipment. You can still exercise any applicable cancellation and return rights after receiving the order.
19. Statutory Rights
This Return & Refund Policy provides contractual and voluntary rights in addition to the rights provided to consumers by law.
Nothing in these terms is intended to exclude, restrict or replace rights that cannot legally be excluded or restricted.
Relevant UK legislation includes, where applicable:
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Consumer Rights Act 2015
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Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
Other applicable UK consumer protection legislation may also apply depending on the circumstances.
If any part of this policy conflicts with a mandatory consumer right, the mandatory legal right will prevail.
20. Contact Us
For questions regarding returns, refunds, cancellations, faulty products or exchanges, please contact:
Truverkhey
Website: Truverkhey.store
Email: sales@Truverkhey.store
Please include your order number whenever possible so that we can assist you efficiently.