Returns and refunds

We will remind you a few days before your trial ends. If you decide against the item, book the return from your account — a collection from your address, or a drop-off at a parcel shop. We email you the label to print, and there is nothing to pay.

You do not need to give a reason, and deciding against something has no effect on your account or on future trials. That is what a trial is for.

Send it back in the condition you received it, with the accessories it came with. Normal use during a trial is expected and is never charged for.

Your deposit

Released the moment it goes back, refunded in full to the card you paid with, and in your account within 3 days. You get an email when it is sent.

The trial fee

Not refunded if you simply decide the item is not for you. It paid for the delivery and the collection, and those costs were real whichever way you decided.

If we got it wrong

The trial fee comes back too. If an item is faulty, incomplete, or not the grade we described, you should not have paid to find that out.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have 14 days from delivery to cancel, without giving a reason.

This right runs alongside your trial and is not replaced by it. In practice the trial is the longer and more generous of the two, but the statutory right exists independently and we will not ask you to waive it.

To cancel, tell us within 14 days of delivery — by email, or through your account. You then have a further 14 days to send the item back. On cancellation under these regulations we refund everything you have paid, including the trial fee.

Under the Consumer Rights Act 2015 everything supplied through trialcove must be as described, fit for purpose and of satisfactory quality. That applies to refurbished and pre-used items too — judged against their described grade, not against a brand new example.

If something is faulty, tell us and we will collect it and refund everything, including the trial fee. If you have already bought the item and a fault appears afterwards, your statutory rights against us continue. See the help centre or contact us.

You are responsible for damage during a trial, beyond the marks and wear that come from genuinely using an item. If something happens, tell us. We would always rather know before it goes back.

Where we need to make a deduction from a deposit, for damage or for an item returned with parts missing, we will always contact you first, explain what we have found, and give you the chance to respond. We will not make a silent deduction.

Choosing to keep an item at the end of a trial is a separate purchase. Because you will have had the item for weeks by that point, the 14-day cancellation right will normally have passed — you have already had far longer than that to decide.

Your rights if the item later turns out to be faulty are unaffected, and last well beyond the purchase.