Refund policy

RETURN & REFUND POLICY

Tropocollagen.co.uk – operated by Carla Training Ltd

Thank you for shopping with Carla Training Ltd. We are committed to providing high-quality products and excellent customer care. This Return & Refund Policy explains how returns, exchanges and refunds are handled for all orders placed through tropocollagen.co.uk.

1. Eligibility for Returns

To qualify for a return:

  • Items must be unused, unopened, and in their original, sealed packaging.

  • Products must be in the same condition as delivered.

  • You must request a return within 14 days of receiving your order (UK Consumer Rights Act 2015).

For safety and hygiene reasons, opened or used items cannot be returned.

2. Items Excluded from Returns

We cannot accept returns of:

  • Opened or unsealed products

  • Used products

  • Products with packaging damaged after delivery

  • Sale or promotional items (unless faulty)

  • Items purchased from third-party retailers

This is due to product integrity, contamination prevention and UK hygiene regulations.

3. Faulty, Damaged or Incorrect Items

If your order arrives damaged, defective or incorrect:

  1. Contact us within 48 hours of delivery at:
    📧 info@tropocollagen.co.uk

  2. Include the following:

    • Your order number

    • Photos of the defective item and packaging

    • A brief description of the issue

We will arrange a replacement or issue a refund where appropriate.

4. How to Request a Return

To request a return:

  1. Email us at info@tropocollagen.co.uk

  2. Provide:

    • Your full name

    • Order number

    • Reason for return

We will confirm if your item qualifies and provide return instructions.

Return address:
Carla Training Ltd
Unit 4 City Limits
34 South Parade
Morley
LS27 8FE
United Kingdom

5. Return Shipping Costs

  • Customers are responsible for the cost of return shipping.

  • We strongly recommend using a tracked postal service.

  • If the item is faulty, incorrect or damaged, we will cover the return shipping cost.

6. Refunds

Once your return is received and inspected:

  • We will email you to confirm approval or rejection of your refund.

  • Approved refunds are processed to your original payment method within 5–10 working days.

  • Delivery/shipping fees are non-refundable, unless the returned item was faulty or incorrect.

7. Exchanges

We can replace items only if they are damaged or defective.
To request an exchange, contact us at:
📧 info@tropocollagen.co.uk

8. Contact Information

For questions or support related to returns, refunds or exchanges:

📧 info@tropocollagen.co.uk
Carla Training Ltd
Unit 4 City Limits, 34 South Parade, Morley, LS27 8FE, United Kingdom
Company Number: 12628116
VAT: GB349192965