Returns & Refund
This policy covers returns and refunds for purchases made through our website, whether delivered within the United Kingdom or internationally. By placing an order, you agree to the terms set out below, which operate alongside your statutory rights under applicable UK consumer protection law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the law of your country of residence, which this policy does not limit.
1. Return window and eligibility
You have the right to withdraw from your purchase within 14 days of the day you, or a person you name other than the carrier, receive the goods, without giving any reason (right to cancel under applicable consumer law). To withdraw from your purchase and return an item:
- The item must be unopened, unused, and in its original sealed condition.
- All original packaging, inserts and accessories should be returned with the item.
- You must inform us of your decision to withdraw within 14 days of receiving the goods, and send the goods back to us within 14 days of informing us.
Under regulation 28(3)(a) of the Consumer Contracts Regulations 2013, the right of withdrawal does not apply to sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery. This exception applies only where its legal conditions are met. It does not affect your rights concerning faulty, damaged or incorrectly supplied goods.
2. Incorrect, Missing, or Damaged Items
- The wrong product
- An item damaged in transit
- An incomplete shipment
3. Defective Products
4. Refund Processing
After we receive and approve a return:
- Refunds will be issued to the original payment method
- If you withdraw from your purchase, the refund is made no later than 14 days after we receive your withdrawal notice; we may withhold it until we have received the goods back or you have supplied evidence of having sent them back, whichever is earlier. Processing typically takes 3–7 business days
- If you withdraw from your purchase, we also refund the standard delivery cost you paid; the extra cost of a more expensive delivery option you chose is not refunded, and return shipping is at your expense unless the error was on our side
We may offer store credit or an exchange as an alternative to a monetary refund, which you are free to accept or decline.
Bank-transfer refunds are issued in the original transaction currency. Cryptocurrency refunds are handled as set out in section 4.2. The delivery country does not determine the payment or refund currency.
4.1 Currency and exchange rates
Deliveries across the European Union and internationally are covered by this policy. Checkout shows the currency charged for your order.
For bank-transfer payments, approved refunds are issued to the original payment method in the same transaction currency and for the amount due under this policy. We do not deduct a restocking fee or apply our own currency exchange fee. If your bank or payment provider converts the payment or refund into another currency, the amount shown in your account may differ because its exchange rate or fees can change between the purchase and refund dates. Those rates and charges are set by your provider, not by us.
For change-of-mind returns, you pay the return carrier directly at the rate and currency it quotes; there is no fixed return postage fee charged by us. Where we are responsible for return shipping under section 5, we provide a prepaid label or reimburse reasonable return shipping costs.
4.2 Cryptocurrency refunds
If you paid in cryptocurrency through Multicoin, an approved full refund returns the original amount of cryptocurrency received for the refundable payment, in the same cryptocurrency and on the same blockchain network. We do not recalculate that amount using the exchange rate on the refund date. Its value in GBP or another fiat currency may have changed since your payment.
For a partial refund, we return the proportion of the original cryptocurrency payment that corresponds to the refundable part of your order. Any standard delivery charge due to be refunded under this policy is included in that calculation.
We cover the blockchain network fee for sending your refund; this fee is not deducted from the cryptocurrency amount due to you. We do not charge a restocking or currency exchange fee.
Email moc.sbalmehcra@troppus with your order number to arrange the refund. We will confirm the receiving wallet address and blockchain network with you before sending it. Cryptocurrency transfers cannot be reversed, so please check those details carefully. Do not send a wallet private key or recovery phrase.
The refund deadlines and return conditions in this policy also apply to cryptocurrency orders. A transfer may take additional time to appear in your wallet while the blockchain network confirms it.
5. Return Shipping
For customer‑initiated returns (for example, change of mind, incorrect item ordered):
- You are responsible for the cost of return shipping
- We strongly recommend a tracked service, as you remain responsible for the goods until they reach us.
For returns due to our error or a confirmed fault (wrong item, damaged on arrival, or not as described), we will either reimburse reasonable return shipping costs or provide a prepaid label.
6. How to request a return
- Your full name and order number
- The product name(s) and quantity
- The reason for the return
- Clear photos, if relevant (for example, damage, defect, or incorrect item)
