Refund policy
Troof and Flocc – Returns & Refund Policy
Your faith‑filled creations, your peace of mind.
1. Quick Summary
- You’ve got 14 days from the day you receive your order to let us know if something isn’t right.
- Items must be unused, unworn, and in their original packaging (unless they’re faulty).
- Custom, personalised, or “final‑sale” items can’t be returned.
- If it’s our mistake (wrong size, damaged, or defective), we’ll cover the return postage and get you a refund or exchange – your choice.
- For any other return, you’ll need to cover the return shipping cost.
2. Who Can Return?
- You, the original buyer, living in the United Kingdom.
- Returns are only accepted for orders placed on our Shopify store (www.troofandflocc.co.uk).
3. What Can Be Returned?
- Apparel (t‑shirts, hoodies, etc.): Returnable if unused, tags still attached. Must be the correct size you ordered.
- Creative kits (journals, stationery etc.) | Returnable, if unopened. Once opened, we can’t accept them unless defective.
- Personalised items: Non returnable. Made just for you, we can’t restock them.
- “Final‑sale” clearance items: Non returnable. Marked clearly on the product page.
4. How to Start a Return
1. Email us at troofandflocc@gmail.com within 14 days of delivery.
2. Include:
- Your order number
- The item(s) you’d like to return
- Reason for return (e.g., wrong size, damaged, changed mind)
3. We’ll reply within 24‑48 hours with a Return Authorisation (RA) number and a prepaid label if the return is our fault.
5. Packing Your Return
- Use the original packaging (or something similar) to protect the item.
- Write the RA number on the outside of the parcel.
- Attach the pre‑paid label (if applicable).
- Drop it off at your nearest Royal Mail post office or collection point.
6. Refunds & Exchanges
- Refunds are processed to the original payment method within 5‑7 business days after we receive and inspect the returned item.
- Exchanges are treated as a new order. We’ll ship the new item once the original is back in stock and the return is approved.
- If you’re returning because of a mistake on our side, we’ll cover the return postage.
7. Return Shipping Costs
- If the item is faulty, damaged, or the wrong item was sent (our error), we’ll send a prepaid label.
- If you have a change of mind, wrong size, etc. (no fault), you’ll need to pay the return postage.
8. Items That Can’t Be Returned
- Personalised or custom‑made pieces
- Final‑sale clearance items (clearly marked).
- Gift cards or digital downloads.
If you’re unsure whether an item qualifies, just drop us an email and we’ll let you know.
9. Our Legal Commitment
We operate under the UK Consumer Rights Act 2015. This means you have the right to:
- Reject faulty or mis‑described goods within 30 days for a full refund.
- Request a repair or replacement if the product is not as described, of satisfactory quality, or fit for purpose.
Our 14‑day return window is a convenient shortcut to the legal 30‑day right, but you’re never losing any statutory rights.
10. Damaged or Faulty Items
If you receive a product that’s damaged, defective, or not as described:
1. Contact us immediately (within 48 hours) at troofandflocc@gmail.com with photos of the issue.
2. We’ll arrange a free return and either:
- Send a replacement (same or similar item), or
- Issue a full refund (including original shipping where applicable).
11. Contact Us
Email: troofandflocc@gmail.com
Through the contact page on our Shopify store (www.troofandflocc.co.uk)
We’re here to help you.
12. Keeping Things Transparent
- Policy Updates: We may tweak this policy from time to time. Any changes will be posted on this page, and the “Last updated” date will be refreshed.
- Your Feedback: Your experience matters. Share your thoughts, and we’ll keep improving.
Thank you for supporting Troof and Flocc, it means the world to us being a small, independent brand. If you have any questions about this policy, just reach out, we’re always happy to chat.
Last updated: 3 September 2026