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Monday, 16 Jul 2018

Terms & Conditions

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By accessing or using our web site located at, you (the "User") signify that you have read, understand and agree to be bound by these terms and conditions. These terms and conditions apply to all orders and supersede all others. Receipt of acknowledgement of order by you, constitutes your acceptance that our conditions are the only conditions that apply to the contract not withstanding any purported terms put forward by you.


Shipping & Delivery

We aim to dispatch orders within 2-3 working days of receipt. Items are shipped via Royal Mail in plain packaging and may require a signature upon receipt of delivery. Please be aware that some of our items may be dispached from different warehouses. You will be notified if your order is to be split into separate deliveries.

Out of Stock Orders
In circumstances where a product is out of stock but we are expecting delivery from the manufacturer customers may still place an order.

If an item is out of stock at the time of order, this will be confirmed via email and we will seek to fulfill the order as soon as stock becomes available from the manufacturer. In such circumstances we reserve the right to ship orders at a later date once the product has been restocked.

It is important to note that the restock time for new supplies is usually two to three weeks, but it can occasionally be longer. Customers are requested to note this prior to placing an order for out of stock goods.

Discontinued Lines
Whilst most of our ranges are held in stock for immediate dispatch, manufacturers do on occasion discontinue lines with no advance warning. In such circumstances we will advise you, the customer as soon as it becomes clear that we are no longer in a position to fulfill an order. In such circumstances the customer may choose to select an alternative item or may choose a full refund against the original order value.

Circumstances beyond our control
We cannot be held responsible for disruption to shipping and delivery caused by industrial disputes or action outside our direct control. If such disruption occurs you will be offered delivery via an alternative delivery or fulfillment company (where possible) or a full refund.


Privacy & Security

1. Customer Accounts and Data Protection

a) In order to make a purchase through the ‘Troughtons’ website
customers must first register an account.

b) Responsibility for ensuring that the personal data provided at point
of registration remains current for the duration of the account remains with the individual account holder.

It is strongly advised that customers should review account details prior to the submission of all orders to ensure that the data held remains relevant and up-to-date.

‘Troughtons’ cannot accept responsibility for subsequent loss of goods ordered through the postal service in such cases where account details (including delivery details) are subsequently found to have been entered incorrectly or not maintained appropriately by the account holder.

c) Data provided as part of the account registration process will be used solely for the fulfillment of customer orders.


Returns & Replacements
Refunds will be granted for the price of the merchandise that you have purchased from Troughtons. If you would like an exchange, please advise accordingly by email and by writing the word exchange on a copy of your invoice. Please enclose the invoice in the box containing the products. Return the box to Troughtons with the relevant paperwork.
In order that we can track your return, we request you advise us by email to This e-mail address is being protected from spambots. You need JavaScript enabled to view it of your intention to return product together with the tracking number and name of your courier. Thank you.

Troughtons promises to refund the cost of the purchase, excluding shipping if you are dissatisfied for any reason. Troughtons reserves the right to reject a refund request if the product is not in the original condition and packaging with all of its labels attached. The product must be returned to us unworn and unwashed. If Troughtons consider the product to be soiled or damaged a refund will be denied.
Our no quibble returns policy extends for a period of 7 days after receipt by you of the Troughtons product.

Returning Goods to Troughtons
Please ensure that you ship the product back to Troughtons via a special delivery service that enables you to track and trace the product from the moment it leaves your address to its arrival at the Troughtons address. Troughtons cannot accept responsibility for the loss of packages or products sent back to us by a Customer that have been mislabeled.Faulty Goods

If you consider a product to be faulty due to manufacturing please return to us immediately. Our refund policy as described above will operate in these circumstances.

How we refund
All refunds are made to the credit card you used to purchase the products. Refunds are not made in cash or in any other form of payment and are always credited to the credit card. Troughtons will arrange to credit your card at the very earliest opportunity after receipt and acceptance of the returned item(s) to Troughtons.


Order Placement
Upon placing an order you will automatically receive an email confirming that the order has been placed and providing an overview of the order details. The placement of an order constitutes an offer on your part to purchase the goods as specified.

Contractual Arrangements
Orders shall be accepted entirely at our discretion and shall constitute a legally binding contract between ‘Troughtons’ and you as purchaser. Such contract is hereafter referred to in these terms and conditions as “an order”.

We reserve the right to delay or refuse orders where a transaction contains incomplete details or details that cannot be verified or where fraud is suspected.

If we are unable to reasonably ascertain these details or resolve these issues a full refund will be made against the card used at the time of purchase. No other form of refund or credit will be offered nor will a refund be made to any third party card or account.


Payment, Pricing & Promotions

We make every effort to ensure that the pricing displayed on our website is correct at all times. Should it become apparent that a product has been priced incorrectly we reserve the right to either cancel your order or contact you to arrange payment of any extra sum due or refund any over-payment made by you (as applicable).

Discount Coupon Codes
If you have a Troughtons discount code, you can apply it on the checkout page. You must enter the alphanumeric coupon code in the discount box and click "Apply Coupon" to view your new order total. Discount / Coupon codes must be used before the expiration date and cannot be combined with any other discount codes.


Viewing Orders

Order details can be viewed by logging onto your customer account which is accessible via the ‘Troughtons’ website. (not possible if ordered by Google Checkout – Order process can be checked from google checkout account)


Updating Account Information

You can update you account information by logging onto your customer account which is accessible via the ‘Troughtons’ website. From the 'My Account' page you can update your account information including Billing and Shipping Addresses.