Refund policy
Returns & Refunds Policy
At TRF & CO, we want you and your pet to be completely satisfied with your purchase.
Returns
You have the right to return eligible items within 14 days of receipt, in accordance with the UK Consumer Contracts Regulations 2013.
To qualify for a return, the item must:
- Be unused and in its original condition
- Be in its original packaging
- Be in a resalable condition
Please contact us at support@trfandco.com before sending any items back, so we can provide you with the correct return instructions.
Non-Returnable Items
We are unable to accept returns for:
- Personalised products
- Custom-made products
- Used pet products
- Final sale items
- Products damaged through misuse or normal wear and tear
Damaged, Defective, or Incorrect Items
If your order arrives damaged, faulty, or incorrect, please contact us within 7 days of receipt.
Please include:
- Your order number
- A description of the issue
- Clear photographs of the item and packaging
After review, we will offer a replacement, store credit, or full refund as appropriate. Under the UK Consumer Rights Act 2015, you are entitled to a repair, replacement, or refund for faulty goods.
Refunds
Once your return has been received and inspected, we will notify you of the outcome by email.
If approved, your refund will be issued to your original payment method within 14 days of us receiving the returned item. Please note that processing times may vary depending on your bank or card provider.
Delivery Charges
Original delivery charges are non-refundable unless the return is the result of our error or the item is faulty.
If you are returning an item under the UK Consumer Contracts Regulations 2013, the cost of return postage is your responsibility unless otherwise stated.
Contact Us
For any queries regarding returns or refunds, please get in touch: