trinity labs.
Join the waitlist

Terms & Conditions

Last updated:

These terms apply when you use trinity-labs.co.uk or buy products directly from Trinity Labs Ltd. Please read them before ordering and save a copy. Our refund and warranty policy and shipping policy explain the practical arrangements for returns and delivery.

Who we are

Trinity Labs Ltd, registered in England and Wales, company number 16794597.

VAT registration number: GB506947274.

Southgate Business Centre
32 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.

Placing an order

Check the product, options, quantity, delivery address and total before submitting your order. You must be legally able to enter into the purchase and authorised to use the payment method. If you order for a business, you must have authority to act for it.

Submitting an order is an offer to buy. We accept it when we confirm your order through the checkout confirmation or an order-confirmation email. A basket, waitlist signup, pending payment or payment authorisation alone is not acceptance. A checkout clearly marked as a test does not place a real order.

If we cannot accept an order because of unavailable stock, an unserviceable delivery address, a payment failure or a legal restriction, we will tell you and return any payment taken. If we identify a price or description error before acceptance, we will explain it and ask whether you wish to proceed on the corrected basis. We will not charge a higher price without your agreement.

Once accepted, the agreed product, price and delivery terms apply. Please contact us promptly if you need a correction; we cannot guarantee that an address or product can be changed after dispatch.

Prices, tax and payment

Our checkout charges in pounds sterling (GBP). The total, delivery charge and applicable tax are shown before payment. International orders are shipped Delivered Duty Paid (DDP): Trinity Labs covers applicable import duties, import VAT and other import taxes, and customs clearance fees, with no additional import charges payable by you on delivery. See our shipping policy for details. Your bank or payment provider may apply its own exchange rate or fees if your account uses another currency.

The available payment methods appear at checkout. Payment is taken when the order is accepted, including for preorders unless we expressly offer different payment terms. A temporary payment authorisation may appear before the charge is completed. Any instalment or credit arrangement you choose is subject to the payment provider’s separate terms.

Availability and preorders

A waitlist signup or item saved in your basket does not reserve stock. Preorders are identified before payment, together with the expected dispatch or delivery window. A production plan or future batch announcement is not a reservation or a guaranteed delivery date for an individual order.

We will notify you of a material change to your agreed preorder timetable. You can cancel an undelivered standard preorder and receive a refund. We will not replace an agreed product with a materially different one without your agreement. Preorder status does not reduce a consumer’s cancellation or faulty-goods rights.

Delivery and ownership

Delivery options, destinations and charges depend on your address and the products ordered. See our shipping policy for timing, tracking, DDP delivery and help with delayed or damaged parcels.

Unless a different delivery period is agreed, including an expressly agreed preorder period, we will deliver without undue delay and within 30 days of accepting your order. If we miss an agreed deadline, your legal cancellation rights apply.

For consumer orders, we remain responsible for loss or damage until you, or a person you nominate, physically receives the goods. If you independently commission a carrier that we did not offer, responsibility passes when that carrier receives them. Ownership passes once we have received full payment and the goods have been delivered.

Cancellation, returns and consumer rights

Consumers can cancel a standard online goods order before delivery or within 14 days after receiving it, then have a further 14 days to send the goods back. You may inspect the product reasonably. Our refund policy includes the full process, delivery-cost refunds and an optional cancellation form.

Goods must meet the description, be of satisfactory quality and be fit for their purpose. Faulty goods may give you rights to a refund, repair, replacement or price reduction. The one-year warranty below does not replace those rights. A person buying wholly or mainly for business purposes may not have the same statutory consumer cancellation rights; the express warranty still applies to eligible products.

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.

Using your product and its software

Follow the product’s safety, power-supply, installation and update instructions. Check compatibility with your pedals, amplifiers, computers and other equipment before connecting them. Ask us about any particular requirement before ordering. Back up your own presets and files before a reset, update or service.

The product description and any specific commitments we make form part of what we supply. We will provide updates and support required by law or expressly promised with your purchase. Announcements of possible future features do not change the features included in your order.

Third-party services, downloaded models, impulse responses and other content may have separate licences, account requirements or charges. You are responsible for having permission to use content you import. Third-party or open-source licences continue to apply to the relevant software; these terms do not replace them or limit your rights under them.

Third-party service availability can change. This does not remove our responsibility for an agreed product feature or any remedy required by consumer law.

Website, accounts and content

Use the website lawfully. Do not attempt to access another customer’s information, interfere with the service or submit unlawful or misleading content. Keep your sign-in details secure and tell us if you suspect misuse. We may restrict access where reasonably necessary to protect customers or the service, while preserving your ability to contact us about an existing order.

Website text, product designs, photographs and branding belong to Trinity Labs or their respective owners. You may view and save information for your own use, including these terms. Commercial reuse requires permission unless a separate licence or the law allows it. Downloadable files remain subject to any licence supplied with them.

We explain how we use personal information, cookies and browser storage in our privacy notice. Help accessing the site is available through our accessibility statement.

Our responsibility to you

We are responsible for foreseeable loss or damage caused by our breach of these terms or failure to use reasonable care and skill. A loss is foreseeable if it is an obvious consequence or we both knew it might occur when the contract was made.

Nothing in these terms excludes or limits responsibility for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any responsibility that cannot lawfully be excluded. Nothing removes your mandatory rights in goods or digital content. The warranty’s repair and replacement provisions are not a cap on those rights.

If an event outside our reasonable control delays supply, we will let you know and take reasonable steps to limit the impact. You keep your rights to cancel and obtain any refund due; an external event does not allow us to keep payment indefinitely without delivering.

Complaints and disputes

Email contact@trinity-labs.co.uk with your order number and the outcome you are seeking. We will investigate and explain our response. If we cannot resolve a consumer complaint, we will provide information about an appropriate alternative dispute resolution body and whether we will participate, as required by law. You remain free to use any legal remedy available to you.

These terms are governed by the law of England and Wales. Consumers in Scotland or Northern Ireland may bring proceedings in their local courts. If you live elsewhere, this choice of law does not remove mandatory consumer protections or court rights available in your country of residence.

Changes to these terms

The version in force when your order is accepted applies to that order. We may update these pages for future orders, showing a new date, but will not retrospectively reduce agreed rights. If a provision is found unenforceable, the remaining terms continue to apply where possible. No clause overrides a right that the law does not allow us to exclude.