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Refund policy
Last updated: 29 August 2026
At Easy Trolley, we want customers to be satisfied with their purchases. This Refund & Returns Policy explains how returns, cancellations, exchanges and refunds are handled for purchases made through easytrolley.co.uk.
Nothing in this policy affects your statutory rights under UK consumer law.
Contact: support@easytrolley.co.uk
1. 30-Day Return Period
In addition to your statutory rights, Easy Trolley offers a 30-day return period from the date your order is delivered.
For a return made under our voluntary 30-day return policy, the item should be:
- Unused and in its original condition
- Returned with all accessories and components supplied with it
- Returned in its original packaging where reasonably possible
Please contact us before sending a return so that we can provide return instructions.
This voluntary 30-day policy does not restrict your separate legal rights where an item is faulty, damaged or not as described.
2. Your UK Right to Cancel an Online Order
For most products purchased online, UK consumers have a legal right to cancel the purchase without giving a reason.
You must tell us that you wish to cancel within 14 days of receiving your goods. After notifying us, you normally have another 14 days to return the goods.
To cancel, contact:
Please include your name and order number so that we can identify your order.
Certain products may be excluded from the statutory cancellation right where an exception under applicable law applies.
3. Condition of Returned Goods
When exercising your statutory cancellation right, you may inspect and handle a product in the same way that you reasonably would in a physical shop.
If the item has been handled beyond what is reasonably necessary to establish its nature, characteristics and functionality, we may make an appropriate deduction from the refund for any reduction in value, where permitted by law.
You are therefore encouraged to keep the original packaging and return the product carefully wherever possible.
4. How to Request a Return
To request a return:
- Email support@easytrolley.co.uk with your order number and tell us which item you wish to return.
- We will provide the applicable return instructions and return address.
- Package the item securely and send it to the return address provided.
Please contact us before returning an item so that we can correctly identify and process your return.
Contacting us first does not remove or reduce any statutory cancellation or consumer rights you may have.
5. Refunds
Once we receive your returned goods, we will process your refund in accordance with applicable UK law.
For a statutory cancellation, we will generally issue the refund within 14 days of receiving the returned goods, or where applicable after you provide evidence that the goods have been sent back.
Refunds will normally be made using the same payment method used for the original transaction, unless otherwise agreed where legally permitted.
After we issue the refund, your bank, card provider or payment service may require additional time to credit the funds to your account.
6. Original Delivery Charges
Where you exercise your statutory right to cancel the entire order, we will refund the amount you paid for standard delivery.
If you selected a more expensive delivery option, such as express or premium delivery, we are not required to refund the additional amount above the cost of our standard delivery service.
7. Return Shipping Costs
For change-of-mind returns made under your cancellation rights or our voluntary return policy, you will normally be responsible for the direct cost of returning the goods, provided we informed you of this obligation before purchase.
We recommend using an appropriate tracked delivery service and keeping proof of postage until your return has been completed.
If an item is faulty, damaged, incorrect or not as described, Easy Trolley will handle reasonable return costs in accordance with your statutory rights.
8. Faulty, Damaged or Incorrect Products
Please inspect your order after delivery and contact us as soon as reasonably possible if an item is:
- Faulty
- Damaged on arrival
- Incorrect
- Not as described
Email support@easytrolley.co.uk and include your order number, a description of the problem and, where helpful, photographs showing the issue.
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. Consumers generally have a 30-day short-term right to reject faulty goods and obtain a refund where the legal requirements are met.
After that initial period, you may still have statutory rights to a repair, replacement, price reduction or refund depending on the circumstances.
We do not limit faulty-item claims to seven days.
9. Exchanges
We may accept exchange requests within 30 days of delivery, subject to product availability and the condition requirements of our voluntary returns policy.
For exchanges requested because you changed your mind, you may be responsible for the cost of returning the original item.
Where the product is faulty, damaged, incorrect or not as described, your statutory rights apply.
If the requested replacement is unavailable, we may offer an alternative or refund where appropriate.
10. Items That May Not Be Eligible for Change-of-Mind Returns
Certain products may not qualify for cancellation or change-of-mind returns where an exception under UK law applies, for example certain personalised or made-to-order goods, or sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed.
Any applicable exception will be communicated where relevant.
Items described as sale, discounted or promotional products are not automatically excluded from your statutory rights.
Your legal rights for faulty or misdescribed goods continue to apply regardless of whether an item was purchased at full price or at a discount.
11. Late or Missing Refunds
If we have confirmed that a refund has been issued but you have not received it:
- Check the account used for the original payment.
- Contact your bank, card issuer or payment provider because processing times may vary.
- If the refund still cannot be located, contact support@easytrolley.co.uk.
We will check the status of the refund where possible.
12. Purchases Covered by This Policy
This policy applies to eligible purchases made directly through easytrolley.co.uk.
If you purchased an Easy Trolley product through another retailer or marketplace, you should normally contact that seller regarding the return because their own contractual process may apply.
Your statutory rights against the relevant seller are not affected.
13. Return Address
Please contact us before sending your return.
Return instructions and the appropriate return address will be provided by email after we receive your return request.
Email: support@easytrolley.co.uk
Please do not send a return to an address found elsewhere unless we have instructed you to use that address, as this may delay processing.
14. Contact Us
Easy Trolley
Operated by Aleesha Haider
Flat 2, 19 Maindee Road
Cwmfelinfach, Ynysddu
Newport, Gwent
NP11 7HQ
United Kingdom
Email: support@easytrolley.co.uk
Phone: +44 7346 133881
Website: easytrolley.co.uk