Refund policy
Returns
We offer a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be:
- unused and in the same condition you received it
- in its original packaging
- with proof of purchase
Customers are responsible for return postage costs unless the item is faulty or incorrect.
To start a return, please contact us at hello@trainorjim.com.
We will provide instructions on how and where to send your item. Returns sent without contacting us first may not be accepted.
Damaged, faulty or incorrect items
Please inspect your order upon delivery and contact us immediately if your item is damaged, faulty, or incorrect so we can resolve the issue quickly.
Exchanges
If you would like a different item, please return your original purchase and place a new order once your return has been approved.
Non-returnable items
We cannot accept returns for:
- personalised or custom products
- sale items
- gift cards
If you’re unsure, please contact us before returning.
Your legal rights
If your order is delivered within the UK or European Union, you also have the right to cancel or return your order within 14 days under consumer regulations. Items must be unused and in their original condition.
Refunds
Once we receive and inspect your return, we’ll notify you if your refund has been approved.
If approved, refunds will be issued to your original payment method within 10 business days. Please allow additional time for your bank or card provider to process the transaction.
If more than 15 business days have passed since approval, please contact hello@trainorjim.com