Returns & Cancellations
We want returns and cancellations to be handled clearly and in accordance with applicable UK consumer law.
Change of Mind — Consumer Purchases
If you are purchasing as a consumer, you will generally have the right to cancel an online order within 14 days after the day on which you receive the goods, subject to any applicable statutory exceptions.
To request a cancellation or return, contact support@trutide.co.uk and provide your order number.
After notifying Trutide that you wish to cancel, goods must be returned without undue delay and in accordance with the applicable statutory timeframe.
Unless the goods are faulty, damaged, incorrectly supplied or not as described, the customer is responsible for the direct cost of returning them.
Research Product Returns
Trutide research products require defined storage and handling conditions to preserve product integrity.
Once an order has left our control, we are unable to independently verify the conditions in which a returned research product has been stored, handled or maintained, or confirm that its integrity has remained unchanged.
For this reason, returned research products cannot be returned to saleable inventory or resupplied to another customer.
Customers wishing to exercise a statutory cancellation right should contact support@trutide.co.uk before returning any goods. Products should remain unopened, unaltered, in their original packaging and stored in accordance with the stated product storage requirements while a return is being arranged.
Where a consumer has a statutory right to cancel, Trutide will process the cancellation and any refund in accordance with applicable consumer law.
Where goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and condition, and that handling has resulted in a loss of value, Trutide reserves the right to make any deduction from the refund permitted by applicable consumer law.
This does not affect statutory rights relating to products that are faulty, damaged, incorrectly supplied or not as described.
Faulty, Damaged or Incorrect Goods
If an item arrives damaged, is faulty, is incorrectly supplied or is not as described, please contact support@trutide.co.uk as soon as reasonably possible with your order number and details of the issue. Where appropriate, Trutide will arrange a replacement, refund or other remedy in accordance with applicable consumer law.
Opening or inspecting goods does not automatically remove statutory rights relating to faulty, damaged, incorrect or misdescribed goods.
Returning Goods
Please contact us before sending goods back so that we can provide the appropriate return instructions. Returned goods should be securely packaged and protected in transit. You remain responsible for the goods until they are received by us unless we have arranged the return.
Refunds Following Cancellation
For a valid consumer cancellation, refunds will be processed in accordance with applicable law. This includes the price paid for returned goods and the standard outbound delivery charge where legally required. Any additional amount paid for a premium delivery service above the standard service does not have to be refunded.
We will process the refund without undue delay and normally no later than 14 days after we receive the returned goods or, if earlier, after you provide evidence that the goods have been sent back. Refunds will normally be made using the original payment method unless otherwise agreed.
We do not charge arbitrary restocking fees.
Contact
For returns and cancellation enquiries, email support@trutide.co.uk.