Refund & Warranty Policy
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We want you to be happy with your Trinity Labs purchase. This policy covers returns from our online shop, faulty products and our additional one-year limited warranty. Read it alongside our terms and conditions and shipping policy.
14-day change-of-mind returns
If you buy as a consumer, you can cancel your order without giving a reason before delivery or within 14 days after the day you receive it. For goods in one order delivered separately, the period starts after you receive the last item. Standard preorder products have the same cancellation rights.
Email contact@trinity-labs.co.uk or send us a clear written cancellation notice using the postal details below. You can also contact customer support. Send your notice before the cancellation period ends; you do not need to wait for our approval. Then send the goods back within a further 14 days after telling us.
You may unpack and inspect the product as you reasonably would in a shop to establish its nature, characteristics and function. Please return the accessories and documentation supplied, and use the original packaging if available or suitable protective packaging. Missing original packaging does not by itself remove your right to cancel.
We may make a lawful deduction for a reduction in value caused by handling beyond what is needed to inspect the product, including avoidable damage or missing supplied items. We will explain any deduction. We do not charge a cancellation or restocking fee.
You pay the direct return shipping cost for a change-of-mind return. Keep proof of posting; a tracked service is recommended. If the product is faulty, damaged on arrival or incorrectly supplied, we cover reasonable return costs.
Refunds and timing
For a cancelled order, we refund the purchase price and, if you cancel the whole order, our least expensive standard outbound delivery charge. The extra cost of an express or upgraded delivery option is not refundable for a change of mind.
We issue the refund without undue delay and within 14 days of your cancellation notice. If goods have already been delivered, we may wait until we receive them back or you provide evidence that you sent them back, whichever happens first; the refund will be issued within 14 days of that point. We do not use this waiting period where we have agreed to collect the goods.
Refunds go to the original payment method unless you expressly agree otherwise, with no refund fee. Your payment provider may take additional time to show the credit; this does not extend our deadline to issue it.
Faulty, damaged or incorrectly supplied goods
Please contact us as soon as you notice a problem. A photograph of damage or the packaging can help us investigate, but reporting a problem late or being unable to provide a photograph does not automatically remove your legal rights.
UK consumers are entitled to goods that are of satisfactory quality, fit for purpose and as described. Where those requirements are not met, you normally have a short-term right to reject the goods for a full refund within 30 days of delivery. After that, you may be entitled to repair or replacement and, if the legal conditions are met, a price reduction or a final right to reject.
For a statutory repair or replacement claim made within six months of delivery, a fault is generally presumed to have existed at delivery unless we show otherwise or that presumption is incompatible with the goods or fault. Rights can continue beyond six months and beyond the one-year warranty, although you may need to show that the problem was present at delivery.
We bear reasonable return costs for faulty or incorrectly supplied goods. Where you are entitled to reject faulty goods, we refund without undue delay and within 14 days of agreeing your entitlement. Damage caused by misuse is not itself a manufacturing defect, but does not remove your rights in relation to an unrelated defect.
1-year limited warranty
Trinity Labs Ltd provides a free one-year limited warranty from the date of delivery for new Trinity Labs products purchased directly from us. It covers defects in materials, components and workmanship that arise during normal use in accordance with the product instructions, including electrical failures caused by those defects.
The warranty is available to the original purchaser and a recipient who receives the product as a gift. It applies in every country to which we accept orders. You do not need to register the product; an order number, receipt or other reasonable evidence of purchase and delivery is sufficient. Normal use includes playing, recording and live performance.
This warranty is additional to your statutory consumer rights. Those rights are not restricted by this policy and may continue after the warranty expires. You can ask for a statutory remedy without making a warranty claim.
What is excluded
- Normal wear and tear, and cosmetic marks that do not result from a manufacturing defect.
- Damage caused by accidents, liquid ingress, misuse, neglect, improper storage or use outside the documented operating conditions.
- Damage caused by an incorrect power supply, voltage or polarity, or by unsuitable connections.
- Faults caused by an unauthorised repair, modification or third-party hardware or software.
- Loss or theft of the product, or damage caused by a carrier you independently arrange, subject to your legal rights.
An exclusion applies only where it caused the problem being claimed for. Opening a product, making an unrelated modification or using compatible third-party equipment does not automatically remove cover for an unrelated manufacturing defect. A product that arrives damaged or faulty should be reported under our returns policy.
How to claim
Contact contact@trinity-labs.co.uk or use customer support when you discover a problem during the warranty period. Include your order number or other proof of purchase, the serial number if available, a description of the fault, and the power supply and connections you were using. Photos or video can help, but are not a condition of making a claim.
We may suggest reasonable troubleshooting before arranging an inspection. We will confirm where to send the product and provide a prepaid label or agree reimbursement of reasonable return shipping costs for a valid claim. We also pay the reasonable cost of sending the repaired or replacement product back to you. Contact us before booking an expensive or international service so we can arrange a suitable method.
Pack the product securely; suitable protective packaging is sufficient. Back up presets, models and other user data where possible, because repair or replacement may require a factory reset. This does not exclude liability for loss caused by our failure to use reasonable care.
What we will do
For a covered fault, we will repair or replace the product without charging for parts or labour, within a reasonable time and without significant inconvenience. We will discuss the appropriate remedy with you and respect any statutory choice of remedy you have. Replacement parts may be new or refurbished to an equivalent functional standard. We will agree any different replacement model with you.
If a repair or suitable replacement is not possible within a reasonable time, we will offer a refund. A repair or replacement is covered for the remainder of the original warranty or 90 days from its delivery to you, whichever is longer. Your statutory rights remain unaffected.
If we find that a fault is outside this warranty, we will explain why and provide any proposed repair, inspection or shipping charges before carrying out chargeable work. We will not impose an unagreed assessment fee. The guarantor is Trinity Labs Ltd, whose postal and email contact details appear on this page.
Optional cancellation form
You can copy the following into an email or letter. Using this form is optional.
To: Trinity Labs Ltd, Southgate Business Centre, 32 Gillygate, Pontefract, England, WF8 1PQ; contact@trinity-labs.co.uk.
I/We give notice that I/we cancel my/our contract for the sale of the following goods:
- Goods and order number:
- Ordered on / received on:
- Name of consumer(s):
- Address of consumer(s):
- Signature (only if sent on paper):
- Date:
Contact us
Trinity Labs Ltd, registered in England and Wales, company number 16794597.
VAT registration number: GB506947274.
Southgate Business Centre32 Gillygate
Pontefract
England, WF8 1PQ
Email: contact@trinity-labs.co.uk
Website: trinity-labs.co.uk
Please contact us before sending a product so we can confirm the correct service or returns address. You do not need a return authorisation to tell us that you are cancelling an order.