Right of Withdrawal

Under the EU Consumer Rights Directive (2011/83/EU) and applicable UK consumer law, you have the right to withdraw from your order within 14 days of receiving your goods, without giving any reason.

No customer account is required to submit a withdrawal request.

Your withdrawal rights

  • You have 14 days from the date you receive your order to notify us of your decision to withdraw.
  • Once we receive your withdrawal notice, we will refund all payments received from you, including standard delivery costs, within 14 days.
  • Refunds will be issued to your original payment method unless you expressly agree otherwise.
  • We may withhold the refund until we have received the goods back, or until you have provided evidence of return — whichever is earlier.

How to submit a withdrawal request

  1. Step 1 – Enter your details: Contact us with your order number, name, and email address (you can use the model withdrawal form below).
  2. Step 2 – Confirm your request: Review your details and confirm your withdrawal submission.
  3. Step 3 – Email confirmation: You will receive a confirmation email once your request has been received. Please keep this for your records.

Withdrawal request form

Please contact us with the following information, or use the model withdrawal form below:

  • Your full name
  • Your order number
  • The email address used to place the order
  • Your delivery address
  • The item(s) you wish to return or cancel
  • The date you received the order

EU Model Withdrawal Form

You may use this standard form to exercise your right of withdrawal (completion is not mandatory):

To: Trouvaille, trouvailleglobal.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):

Ordered on (*) / received on (*):

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

(*) Delete as appropriate.

Exceptions to the right of withdrawal

Please note the right of withdrawal does not apply to:

  • Goods made to your specification or clearly personalised
  • Sealed goods which are not suitable for return due to health or hygiene reasons, once unsealed
  • Digital content once download or streaming has begun (where you have given prior consent)

Policy alignment

This withdrawal right is in addition to our standard Return & Refund Policy. If your 14-day withdrawal period has passed, please refer to our standard returns process.