This Refund & Returns Policy explains the arrangements for cancellations, returns, refunds, and product issues relating to purchases made through the Trueergochair website. This policy is intended to operate strictly in accordance with applicable UK and European Economic Area (EEA) consumer protection requirements.
- Order Processing & Cancellation Before Dispatch
Orders are normally processed within 1–3 working days after order confirmation.
Customers who wish to cancel an order before dispatch should contact us immediately at: chair@trueergochair.com.
If the order has not yet entered the dispatch process, the cancellation and full refund will be processed promptly. If the order has already been dispatched, cancellation may not be operationally possible, but the customer’s statutory Right of Withdrawal remains fully applicable upon receipt of the goods.
- 14-Day Right of Withdrawal (UK & EU Customers)
For eligible consumer distance purchases within the UK and the EEA, consumers have a statutory 14-day Right of Withdrawal and may cancel the purchase without providing a reason.
The withdrawal period begins on the day the consumer (or a designated third party other than the carrier) obtains physical possession of the goods.
To exercise this right, send a clear written request to: chair@trueergochair.com.
Please include:
Customer name
Order number
Email address used for the order
Product concerned
Date of purchase
A clear statement indicating your wish to withdraw from the purchase.
- Returning Goods Following Withdrawal
After notifying us of your decision to withdraw, the goods must be returned without undue delay and no later than 14 days from the date of your withdrawal communication.
Return Address: [XXX]
Please wait for our customer service team to acknowledge your withdrawal request and provide any specific return instructions before dispatching the item.
For a change-of-mind withdrawal, the customer is responsible for the direct cost of return shipping. We strongly recommend using a trackable shipping service, as we cannot issue refunds for returned items lost in transit.
- Condition of Returned Goods
Customers may handle goods to the extent reasonably necessary to establish their nature, characteristics, and functioning.
Items should ideally be returned in their original packaging to prevent transit damage. Where the value of goods has been diminished due to handling beyond what is reasonably necessary, we reserve the right to apply a proportionate deduction to the refund under applicable statutory rules. This does not affect rights relating to faulty or non-conforming goods.
- Refunds for a Valid Withdrawal
Following a valid withdrawal and successful inspection of the returned goods, payments will be reimbursed in accordance with applicable law.
For eligible UK/EU consumer purchases, this reimbursement includes the standard delivery charge paid at checkout. If a premium delivery option was selected, the difference in cost above standard delivery will not be refunded. We may withhold the refund until we have received the returned goods or until valid proof of return postage is provided.
- Payment Methods & Refund Processing Time
Payments are securely processed via authorized gateways and may include:
Visa
Mastercard
American Express
Apple Pay
Google Pay
Eligible electronic wallets
Once a refund is approved, it will be automatically credited back to the original payment method.
Please Note: It typically takes 5–10 business days for the refunded amount to officially reflect on your bank or credit card statement, depending on your financial institution’s processing times. If you have not seen the refund after this period, please contact us before initiating a bank dispute so we can provide the necessary transaction evidence.
- Damaged Goods
If a product arrives damaged, please contact us at chair@trueergochair.com as soon as reasonably practicable.
Please provide:
Order number
Customer name
Clear photographs of the damaged product and the external packaging
A brief description of the issue
Photographs are often sufficient for us to assess the issue. Where appropriate, we may resolve the matter via a full refund or a free replacement without requiring you to return the damaged item. If a return is legally or operationally required, we will cover the return shipping costs and provide a prepaid label or specific instructions.
- Faulty or Non-Conforming Goods
If a product is faulty, materially defective, or does not conform to your order, please contact chair@trueergochair.com.
Depending on the legal requirements and the specific circumstances, your statutory remedies may include:
A free replacement
A full or partial refund
A price reduction
Nothing in this policy limits or excludes your mandatory statutory rights concerning faulty or non-conforming goods under UK or EU consumer law.
- Delivery Delays
The standard estimated delivery period is 5–10 working days after dispatch, utilizing carriers such as DHL, FedEx, and UPS Priority.
Tracking information is provided automatically via email. If your order significantly exceeds the estimated delivery period, please contact chair@trueergochair.com. We will investigate the delivery status directly with the carrier and provide an appropriate resolution, which may include expedited continued delivery, a replacement, or a full refund.
- Risk During Delivery
For consumer purchases, the risk of loss or damage remains with Trueergochair until you (or a designated person other than the carrier) obtain physical possession of the goods. Dispatch of an order does not transfer the risk of loss to the customer. - Refunds for Orders That Cannot Be Delivered
If an order is returned to us because it could not be delivered (e.g., due to an incorrect address provided or refusal to accept the package without a valid withdrawal notice), we will contact you.
Depending on the circumstances, we will arrange a redelivery or process a refund in accordance with our shipping arrangements and applicable consumer law. - Exclusions from the Right of Withdrawal
Certain statutory exceptions to the Right of Withdrawal may apply under European/UK consumer legislation (e.g., goods made to the consumer’s specifications or clearly personalized). Any applicable exceptions will be clearly communicated before purchase. - Customer Information & Contact Details
For any inquiries regarding returns, cancellations, or refunds, please contact us:
Brand: Trueergochair
Company Name: [XXX]
Registered Address: [XXX]
Warehouse Address: [XXX]
Return Address: [XXX]
Email: chair@trueergochair.com
Telephone: [XXX]
For faster processing, please always include your order number and the email address used when placing the order.
- Consumer Protection Acknowledgment
This Refund & Returns Policy operates consistently with applicable UK and European consumer protection legislation. Nothing in this document excludes, restricts, or reduces any mandatory statutory consumer right. Statutory provisions concerning the Right of Withdrawal, delivery, and conformity of goods continue to apply in full.