Refund policy
Exchanges / Return
You will have 14 days to request an exchange or return from the day you have received your item, this means you have 14 days to try on and then email us to request the return. If 14 days have passed since you have received your item, unfortunately you are not eligible to open a request.
To complete your exchange / return, please email us at contact us at hello@trmexclusives.com We will confirm within 48-72 working hours together with the appropriate returns form to be completed. Once you have received confirmation from us, the item must be returned to us within 14 days (inclusive of the weekend) of receiving the confirmation. If the item is received after 14 days, then the return may be refused and returned to you.
To be eligible for an exchange or return, your item must be unused/unworn, all tags/labels attached and the item must be in the same condition that you received it.
Our address for returns is a PO Box address. You must use Royal Mail to return your item. Please do NOT use ParcelForce. It is Royal Mail only.
If you require a second exchange, there will be an admin charge of £15 to cover additional postage charges.
Where you have failed to take reasonable care of the goods, we reserve the right to refuse a refund and return the goods to you at your own cost.
TRM Exclusives will not be responsible for the postage expenses of the return.
If a return is chosen, your item will be fully refunded as per the order. Please note the item has to be fully inspected and checked prior to processing the refund. This can take up to 72 hours. Once processed, please allow up to 3-5 business days for the payment to be applied back to the original payment method.
International Returns
For any international returns, please clearly mark on the packaging that the parcel is "returned goods of no commercial value" to prevent the item being held at customs. Any customs charges incurred are payable by you (the customer) and not by TRM Exclusives. An admin charge of £15 is charged for all international orders.
Several types of goods are exempt from being exchanged / returned;
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Products that have been purchased on a 'Pre-Order' Basis.
- Any item that has been returned to us more than 14 days after receipt of the goods or without prior confirmation.
- Consoles/Electronics.
If your parcel is returned to us because you have missed or refused delivery, then you will be charged a fee of £10.00 to cover redelivery or an admin charge to process a refund. Please note, DPD only allow a maximum of 3 attempts before returning the item to us.
Exchanges and refunds are offered to ensure that customers are satisfied with their purchases from TRM Exclusives. However, customers that excessively return items may be refused at our sole discretion.
TRM Exclusives goes to great lengths to protect our customers from fraud. If we suspect having received fraudulent information, we will report all suspicious activities to the relevant authorities. Any returns/exchanges from suspected fraud customers will be refused at our sole discretion.
Faulty Products
It is your responsibility to notify TRM Exclusives if there are any faults with the product. We must be notified within 14 days of you receiving the item to enable us to fix any issues.
TRM Exclusives is not responsible for any faults after the clothing product has been washed. We have the right to refuse a return if we suspect the product has been washed.