Returns, Refunds & Cancellations

1. Overview

We want you to be happy with your purchase. This policy explains your right to change your mind, how to return an item, and how refunds work. It forms part of our Terms & Conditions of Sale and does not affect your legal rights.

Trove is a trading name of Newmans of Rothwell Limited, a company registered in England and Wales under company number 17164590, whose registered office is at 10 Market Hill, Rothwell, Kettering, NN14 6EP (“we”, “us”, “our”).

2. Changing your mind (14-day cancellation)

If you are a consumer, you can change your mind and cancel your order within 14 days of receiving your item, for any reason, under the Consumer Contracts Regulations 2013. To cancel, please contact us at hello@trovestore.co.uk within those 14 days.

3. How to return an item

After telling us you wish to cancel, please return the item to us without undue delay and within 14 days. Please contact us first so that we can give you return instructions. Return the item in the same condition you received it, together with any box, papers or certificates. You are responsible for return postage unless the item is faulty or not as described. You are responsible for taking reasonable care of the item and for returning it to us safely. We strongly recommend using a tracked delivery service with insurance appropriate to the value of the item and retaining proof of postage.

Returned goods must be the same item originally supplied by us and should include any boxes, papers, certificates, links, straps, accessories or other components supplied with the item.

For security, fraud prevention and return verification purposes, we may record serial numbers, reference numbers, hallmarks, weights, photographs, distinguishing marks and other identifying details before dispatch.

4. Refunds

We will refund the price you paid, including standard delivery, within 14 days of receiving the item back (or evidence that you have returned it). Refunds are made to the original payment method. We may reduce a refund to reflect any loss in value caused by handling the item more than was necessary to check it.

The refund is of the total price you paid, so any VAT included within that price is returned to you as part of the refund; there is nothing you need to do separately about VAT.

5. Faulty or not-as-described items

Under the Consumer Rights Act 2015, items must be as described and of satisfactory quality, taking into account that they are pre-owned and the grade given. If an item is faulty or not as described, you may reject it for a full refund within 30 days of receiving it; after 30 days you may be entitled to a repair, a replacement, or a price reduction or refund. In these cases we will cover the cost of return. Please contact us and we will help.

6. Purchases involving a part-exchange

If your purchase involved a part-exchange, our separate Part-Exchange Terms explain how a cancellation works — in short, we will refund the “cost to change” you paid, and will return the item you traded in where we still can, or otherwise refund the value we agreed for it. Please contact us as soon as possible so we can explain how this applies to you.

7. Your statutory rights

Nothing in this policy affects your statutory rights as a consumer.

8. Complaints and dispute resolution

If you have a complaint, please contact us first so that we can try to resolve it.

Alternative dispute resolution (ADR) is a way of settling disputes without going to court, using an independent body. If we are unable to resolve your complaint through our own complaints process, we will let you know. We are not currently obliged to use, and do not currently subscribe to, an ADR scheme. This does not affect your right to take court action, or to seek free, independent advice — for example from Citizens Advice (citizensadvice.org.uk; consumer helpline 0808 223 1133).

9. Contact us

To start a return or ask a question, please email hello@trovestore.co.uk.

Model cancellation form

Complete and return this form only if you wish to cancel your contract.