We hope that you are happy with everything that you buy from troothshop.com. If this is ever not the case you can get a refund or exchange of your purchase by contacting us. You can return your order within 30 days after receiving it. See Refund Policy
What should I do if I need to return an unwanted item to you?
We feel that you should be totally satisfied with your purchase from troothshop.com. If, however, you wish to return an item as unwanted then you can return it to us within 30 days of purchase. Please note that we require you to contact us by email and quote your order number and reasons for return prior to sending the item back. Please see below for important details on the condition of an unwanted item return.
When can I return an item?
If you want to return an unwanted item, the item must be unused, in its original condition and suitable for resale (the items must be in an “as new” condition and in the original packaging including labels, stickers, additional accessories etc.). If reasonable care has not been taken of the item prior to our receipt, resulting in damage or deterioration of the goods or packaging then a charge will be applied for the reduction in value. The item must be accompanied by the invoice with details of the reason for return stated. You are responsible for the item until it reaches us; we, therefore, suggest that you use a secure method of delivery e.g. signed delivery. The customer is responsible for any delivery charges incurred for the return of an unwanted item. Remember, all packaging must be undamaged so please do not tape up packaging or write on it as this will make it unacceptable, this particularly applies to any boxed item, the box must not be used as external packaging! In the unlikely event that an item is faulty then you may return it for repair within the period of warranty. Faults arising from poor/improper use are excluded from this returns policy. If a returned item is found not to have any manufacturing faults after testing then it will be the customer's responsibility to pay the return delivery cost or the cost of return if we have arranged for a courier to collect, this will be deducted from any refund. Any product found to be faulty within the first 30 days of purchase will be exchanged for the same product, or spare component parts will be supplied, but these items cannot be refunded. Should in the unlikely event that we send a wrong item to you then we will at our expense, either arrange a courier collection or supply a pre paid postage label to you to enable you to return the incorrect item to us. Once we have received the item back we will issue you a replacement item. Should you need an expedited service we can issue a charged replacement item and credit you once we have received the wrong item back. Just get in contact with us and we can discuss these options with you.
Damaged in transit
Please check your purchase upon arrival. If you notice any damage to the packaging please sign for it as damaged and notify us within 48 hours if there is an issue with the item. At our expense, we will either arrange a courier collection or supply a pre paid postage label to you to enable you to return the damaged item to us. Once we have received the item back we will issue you a replacement item. Should you need an expedited service we can issue a charged replacement item and credit you once we have received the damaged item back. Just get in contact with us and we can discuss these options with you. We can also supply replacement parts to you in certain circumstances.
Courier Collections / Boxed Bikes
Courier collections can be arranged for you and are charged at £24.99 for parts or flat pack bikes and £44.99 for fully assembled electric bikes, however faulty/damaged return collections will be free of charge. Missed collection are charged at £15 so please ensure you are available on the day that the collection is booked for. You will need to package the bike as it was received in the original box, we can provide a new box and packaging materials at a cost of £17, payable in advance.
Return Postage costs
We are not able to refund the cost of postage (both the original delivery charge and return postage) unless the item is faulty in the first 30 days. If you would like to request reimbursement for postage applied to any incorrectly advertised, damaged or faulty items then just get in touch with us via email. For Faulty Items we will either arrange for a courier to collect the item from you at our cost or provide you a prepaid returns label.
When will I receive a refund?
The customer can expect to receive the refund of the cost for the item within two weeks of us receiving the item (assuming satisfaction with the condition of the product). To speak to someone about a return, please contact us:
For customers within Europe the cost of the return shipment may be covered by us. For customers outside of Europe we ask you to cover the cost of the return shipment. The returns are customers' responsibility, so again it is highly recommended to use traceable return methods. Returned items should be sent in their original condition and packaging including accessories, tools, and free products. Once the product is received we will refund your purchase (excluding any shipping fees). In case of any damage to the packaging or product, any resulting costs may be deducted from the refundable amount. Products that are personalised with engraving have a different return policy. The engraving price will not be refunded. Also, the shipping costs of the return will be the responsibility of the customer unless there is a manufacturing error or a product defect. In case you wish to exchange the watch and want to add engraving on the backplate of the new watch, you should pay for the engraving price.
Return shipping will be reimbursed in the following manner:
For customers within Europe the return shipment may be covered by us.
For customers outside of Europe the return shipment is covered by us up until £15 if the defect was reported to us within 90 days of your original order. For the reimbursement we need a copy of the receipt of shipment
We Are Very Reasonable, And Always Happy To Talk If You Have Any Worries, So Feel Free To Contact us: And We Will Support Resolving Your Request.