Refund policy

Returns

We accept returns within 30 days of delivery. To be eligible, items must be unworn, unwashed, in original condition and with all tags attached. This is in addition to your legal rights below, not instead of them.

To start a return, email trixcollectiveuk@gmail.com with your order number and the items you wish to return. We will reply with return instructions and the correct return address. Items sent back without first requesting a return cannot be accepted.

Return costs

For a voluntary return under our 30-day policy, a £3.95 handling charge is deducted from your refund.

Where an item is faulty, damaged or incorrectly supplied, or where you are exercising your statutory cancellation right below, we cover the cost of return and no handling charge applies.

Refunds

Once your return reaches us and passes inspection, we will issue a refund to your original payment method within 5 working days. Depending on your bank, funds may take a further 3-10 days to appear.

For a voluntary return under our 30-day policy, original outbound shipping is not refunded. Where you cancel under your statutory right below, or where the item was faulty or incorrectly supplied, we refund the standard outbound delivery charge as well.

Exchanges

The fastest way to exchange is to return the original item for a refund and place a new order.

Your right to cancel

If you are a consumer in the United Kingdom, you have the right to cancel this contract within 14 days without giving any reason. The cancellation period expires 14 days from the day on which you, or a third party indicated by you, acquires physical possession of the goods.

To exercise the right to cancel, you must inform us of your decision by a clear statement — email trixcollectiveuk@gmail.com, or write to Trix Collective, 14 Norfolk Road, Lytham St Annes, FY8 4JG. You may use the model cancellation form below, but you are not obliged to. To meet the cancellation deadline, it is enough that you send your communication before the cancellation period expires.

Effects of cancellation

If you cancel this contract, we will reimburse all payments received from you, including the costs of delivery (except for any supplementary costs arising if you chose a delivery type other than the least expensive standard delivery we offer). We will make the reimbursement without undue delay, and not later than 14 days after the day we receive back the goods, or 14 days after you supply evidence of having sent the goods back, whichever is earliest. We will use the same means of payment you used for the initial transaction, and you will not incur any fees as a result.

You must send the goods back to us without undue delay and in any event not later than 14 days from the day you communicate your cancellation. We will bear the cost of returning the goods. You are only liable for any diminished value of the goods resulting from handling them beyond what is necessary to establish their nature, characteristics and functioning.

Our garments are produced after you order, in standard sizes from our published size range. Because they are standard sizes rather than made to your personal specification, this cancellation right applies to them in full.

Model cancellation form

Complete and return this form only if you wish to withdraw from the contract.

To: Trix Collective, 14 Norfolk Road, Lytham St Annes, FY8 4JG, United Kingdom — trixcollectiveuk@gmail.com

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

Ordered on / received on:

Name of consumer:

Address of consumer:

Signature of consumer (only if this form is notified on paper):

Date:

Faulty or incorrect items

If your order arrives damaged, faulty or incorrect, contact us as soon as you can and send photographs if you are able to — it helps us sort it out quickly. We will arrange a replacement or a full refund including postage.

This is in addition to your rights under the Consumer Rights Act 2015, which include a 30-day right to reject faulty goods for a full refund, and rights to repair, replacement or a price reduction after that. Asking for photographs is a request, not a condition of those rights.