Refund policy

At Trenzay, customer satisfaction is important to us. If you're not completely satisfied with your purchase, we're here to help.

Returns

You may return eligible items within 30 days of receiving your order.

To qualify for a return:

The item must be unused, unworn, and in its original condition.
All original packaging, tags, and accessories must be included.
Proof of purchase is required.

Please email us before sending anything back so we can confirm your return and give you the correct return instructions.

Non-Returnable Items

The following items cannot be returned:

Gift cards
Personalised or customised products
Items marked as Final Sale
Hygiene-related items where the seal has been broken

Refunds

Once we receive and inspect your returned item, we'll notify you of the outcome.

Approved refunds will be issued to your original payment method within 5–10 business days.

Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us as soon as possible (ideally within 48 hours of delivery) with photos of the item and packaging, and we'll arrange a replacement or refund.

Return Shipping

If we made an error, or the item is faulty, we'll cover the return shipping costs.
If you're returning an item because you've changed your mind, you'll be responsible for the return postage.

This policy does not affect your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.