We want you to be happy with your Trepadora product purchases and always recommend you try our travel / trial size products before purchasing a full size product. We are happy to issue you a full refund of the purchase price (minus shipping & handing) upon receipt of any unused products in their original condition within 30 days from the purchase date.

If for some reason you are unhappy with your purchase after you have opened it, please email orders@trepadora.com. We will always try to help where we can. 

We unfortunately cannot accept returns from other stockists. Please contact them direct.

Refunds will be credited to the original credit card used for payment. Purchases of gift certificates cannot be returned for a refund.

Returning your Item 

1. Unfortunately, we are unable to refund your original shipping charges unless the product is faulty or the return was a result of our error.
2. Pack and seal your return securely in the original package, if possible or in a well-padded box to prevent damage during shipment. 

In-store Return

If you purchased your products at our flagship store and salon please return it in-store with your receipt so that we can refund you to your original payment method. Unfortunately without your receipt we can only credit you the amount owed on a gift card. 

WHAT SHOULD I DO IF MY ITEM IS DAMAGED? PHOTOGRAPH IT!

Any orders that are damaged need to be reported to orders@trepadora.com within 5 days of delivery to receive a replacement or refund. Please email photos of the damage to your message. Without this we are unable to refund or replace your item.  A member of our team will review the details and offer the best resolution to resolve your query.

Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept our apologies if you have received a damaged item.

We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned.

WHAT SHOULD I DO IF I RECEIVE AN INCORRECT ITEM?

We have high standards when it comes to packaging your order however mistakes, do occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience.

We will review each case individually when considering the return of the product; in some cases we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible. Please email orders@trepadora.com. 

HOW DO I REPORT A FAULT WITH MY PRODUCT?

Please accept our apologies if you believe there is a fault with your item, we take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail.

In order to do this we ask that you contact us by emailing orders@trepadora.com. Please provide details of the fault and where possible attach pictures to your message.

RETURNS POLICY 

Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time. This Returns Policy was last updated on 18/12/2015

It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise then these need to be reported to us immediately so we can investigate.

YOUR STATUTORY RIGHTS

Our Returns Policy does not affect your statutory rights.

For more information about your other statutory rights, please visit the UK Government's website at: www.direct.gov.uk or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06.

RIGHT TO CANCEL

You have the right to cancel this contract within 30 days without giving reason. 

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order. 

COMPLAINTS

If we do not resolve your complaint internally to your satisfaction, you can refer it to your local Citizens Advice or an alternative complaints body (such as The Retail Ombudsman (www.theretailombudsman.org.uk)) which is competent to deal with consumer complaints, should you wish to use such a scheme. Please note, whilst Trepadora is prepared to engage with The Retail Ombudsman, we will not be bound by any recommendation which The Retail Ombudsman may make. 

We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods.

We will not refund postage costs to return any item due to reported damage or fault where no error was found in the testing process. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.