Returns & Refunds
Returns and your rights
Sign in to your customer account to request a return or cancellation. For help with your request, email contact@weartroth.com with your order number.
For consumers in the European Union, you generally have 14 days from receiving the goods to inform us that you wish to withdraw from your purchase, without giving a reason, where the statutory right of withdrawal applies. Email contact@weartroth.com with your order number and your decision to withdraw. You can use the sample withdrawal notice below, but you do not have to.
After notifying us, return the goods within 14 days. Email us first so we can provide the correct return address and instructions; do not automatically use the address on the original parcel or send the item to a production facility.
For change-of-mind returns, the customer pays the direct cost of return shipping, unless applicable law requires otherwise or we agree to cover it. Handling beyond what is necessary to check the nature, characteristics and operation of the goods may result in a deduction for diminished value where permitted by law.
Made-to-order and personalised products
Some TROTH products may be made after you order them. Production on demand alone does not remove your legal right of withdrawal. An exception may apply to goods made to your individual specifications or clearly personalised, where the law permits. Your statutory rights for faulty or non-conforming products are unaffected.
Refunds
Where the statutory right of withdrawal applies, we will refund payments received, including the cost of our least expensive standard delivery option where legally required, within 14 days of receiving your withdrawal notice. We may wait until the goods are received back or until you provide evidence that you sent them back, whichever is earlier. Refunds use the original payment method unless otherwise agreed and do not incur an extra refund fee.
Faulty, damaged or incorrect items
If your order arrives damaged, defective or incorrect, write to contact@weartroth.com with your order number and a description of the issue. Photos can help. Your statutory guarantees and remedies remain available independently of the withdrawal right.
Outside the EU
Cancellation, refund and consumer rights can differ by destination. Nothing here excludes mandatory consumer rights under the laws applicable to your purchase.
Sample EU withdrawal notice
To TROTH — contact@weartroth.com: I hereby notify you that I withdraw from my contract of sale for the following goods: [items]. Ordered on [date], received on [date]. Name: [name]. Address: [address]. Date: [date].
