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Refund policy

TCW Cards Ltd Refund Policy

At TCW Cards Ltd, we are committed to ensuring our customers have a positive experience with their purchases. This refund policy outlines the terms and conditions for returns, refunds, and exchanges. By purchasing products from us, you agree to the terms of this policy.

1. Damaged or Defective Items

If your order arrives damaged or defective, please notify us within 7 days of receiving your item by emailing hello@tcw.cards.

  • Provide your order details and include photos of the damage.
  • Once we have reviewed and approved your claim, we will offer one of the following remedies:
    • A replacement of the damaged or defective item.
    • A full refund of the item’s purchase price.
  • Return shipping costs for damaged or defective items will be covered by us.

Returns for Unwanted Items

If you wish to return an unwanted item, the following conditions apply in accordance with the Consumer Contracts Regulations 2013:

  1. Notification Period
    You must notify us within 14 days of receiving your order if you wish to return an unwanted item. To do so, please contact us at hello@tcw.cards.

  2. Condition of Returned Items
    Returned items must be:

    • In their original, unopened packaging

    • In the same condition as when received

    • Complete with all accessories, manuals, and components where applicable

    We reserve the right to refuse a refund or reduce the refund amount if the item shows signs of use or handling beyond what is reasonably necessary to inspect the product.

  3. Return Shipping Costs

    If you wish to return an item for a refund, you are responsible for the cost of returning the goods to us, unless the item is faulty or incorrect.

    Returned items must be sent back using a secure and trackable delivery method. Until the returned item has been received by us, it remains the customer’s responsibility. We cannot be held liable for items lost or damaged in transit while being returned.

    Refunds will only be processed once the returned item has been received and inspected to ensure it meets our return conditions.

  4. Refund Processing
    Once your return is received and inspected, we will process your refund.

    Refunds will be issued to the original payment method within 5–10 business days after your return has been processed.

Your Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer law. If an item is faulty, damaged, or misdescribed, you may be entitled to a repair, replacement, or refund under the Consumer Rights Act 2015.

3. Order Cancellations

  • Orders can be cancelled before dispatch by contacting hello@tcw.cards.
  • If the cancellation request is received after dispatch, the order cannot be cancelled, and you must follow the returns process outlined in Section 2.

4. Refund Processing Times

Approved refunds will be processed as follows:

  • Refunds for items returned in compliance with this policy will be processed within 5-10 business days after inspection of the returned item(s).
  • Refunds for damaged or defective items will be processed within 5-7 business days of claim approval.

5. How to Initiate a Return or Refund

To start a return or refund request:

  1. Contact us at hello@tcw.cards with your order number, details of the item(s) being returned, and supporting evidence if applicable (e.g., photos for damaged items).
  2. If returning an item, securely package it to avoid further damage during transit.
  3. We will provide you with a return shipping label at no additional cost to you.

6. Limitations of Liability

Once an item has been handed over to the shipping carrier, the risk of loss or damage passes to the customer. We are not liable for delays or damage caused by shipping providers, customs processes, or other factors beyond our control.

7. Governing Law

This refund policy is governed by and construed in accordance with the laws of England and Wales.

If you have any questions about this policy, please contact us at hello@tcw.cards.

This policy complies with Google Shopping requirements and UK consumer protection laws, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
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