Refunds and Returns Policy

 

We have a 21-day return policy, which means you have 21 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at sales@casualtrilogy.co.uk. Please note that returns will need to be sent to the following address: Casual Trilogy, 27A Horse St, Chipping Sodbury, Bristol, BS37 6DA

The buyer will need to cover the cost of return postage. We recommend using a tracked service for your safety.


If your return is accepted, Please send your return at your earliest convenience. We recommend using a tracked postal service. Original shipping cost will not be credited.  Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at sales@casualtrilogy.co.uk.

Returns Policy – Buy 2 or More (Save a Further 20%)

1. Your Statutory Rights

Under UK consumer law, if you buy goods online, you have a legal right to cancel your order within 14 days of receiving your items and a further 14 days to send them back, for any reason and without giving a reason. You are entitled to a refund of the amount you paid for the goods (and standard delivery costs where applicable) within 14 days of us receiving the returned goods (or evidence of their return). Customers’ statutory rights are not affected by this policy.

2. How the Buy 2 or More Promotion Works

Our Buy 2 or More, Get a Further 20% Off offer applies only when two or more items are kept from the same order.

  • The 20% extra discount is applied only when two or more items are retained.

  • If you return items and the number you keep falls below two, the promotional discount no longer applies.

3. Refund Calculations When Returns Affect the Promotion

If you return items that change the number of items you keep to fewer than two, we will adjust your refund so that it reflects the appropriate price for the item(s) you keep.

This means:

  • Your remaining item will be priced at its standard full price, not the discounted promotional price.

  • Your refund will be calculated as the difference between what you paid and the full price of the item you keep.

Example:

  • You purchase two items priced at £50 each.

  • You receive an extra 20% off (so you pay £80 in total).

  • You return one item.

  • The remaining item reverts to its full price of £50.

  • Your refund will be £30 (the promotional discount is removed because the conditions of the promotion are no longer met).

This approach reflects standard practice for multi-buy and promotional offers, where the discount is applied on the basis of keeping the qualifying number of items.

4. Faulty or Misdescribed Items

If an item is faulty, not as described, or not fit for purpose, you may have additional rights under the Consumer Rights Act 2015. In such cases, we will refund you in full, including any promotional discount, irrespective of how many items you keep.

5. Return Costs

Unless otherwise stated in our terms at the point of sale, you may be required to pay for the cost of returning the goods to us when cancelling under your statutory rights. You are responsible for ensuring the goods are returned in good condition with all original packaging and tags, unless faulty.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 5 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@casualtrilogy.co.uk.