Returns & Refunds Policy — CLAX Trolley UK

Last updated: 20 August 2026

At CLAX Trolley UK we want you to be happy with your order. This policy explains your right to cancel and return an order, and how refunds work. It applies in addition to, and does not limit, your statutory rights as a consumer under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

1. Your right to cancel (UK "cooling-off" right)

If you are a consumer ordering from within the UK, you have the legal right to cancel your order without giving a reason:

• Within 14 days of the day you (or someone you nominate) receives the goods, you can notify us that you wish to cancel.
• You then have a further 14 days from the date you told us you wish to cancel to send the goods back to us.

To cancel, please email info@claxtrolley.com with your order number, or use any cancellation form we provide. We will confirm receipt of your cancellation by email.

Exceptions. The right to cancel does not apply to goods made to your specification or clearly personalised, or to goods that are sealed for health/hygiene reasons once unsealed after delivery. We will tell you at checkout if a product you are ordering falls into one of these categories.

2. Returning an item

• Items must be returned unused, in their original packaging where possible, and in the same condition you received them.
• You are responsible for the cost of returning the item to us, unless the item is faulty, damaged, or not as described (see Section 4).
• We recommend using a tracked and insured shipping method, as we cannot take responsibility for parcels lost or damaged in transit back to us.
• Please include your order number or a copy of your confirmation email with the return.

Return address: Email My Gifts Limited (CLAX Trolley UK) Unit 2, Watford Metro Centre, Dwight Road, Watford, WD18 9SS, United Kingdom

3. Refunds

Once we receive your returned item (or evidence that you have sent it back), we will process your refund within 14 days. We will refund:

• the price you paid for the item(s); and
• the cost of standard/basic delivery (if you paid for delivery) — even if you originally chose a more expensive delivery option, we are only required to refund the cost of our cheapest standard delivery option.

Refunds are issued to your original payment method. We may withhold the refund until we have received the goods back, or you have provided evidence of having sent them, whichever is earlier.

4. Faulty, damaged, or incorrect items

If an item arrives faulty, damaged, or different from what you ordered, please contact us at info@claxtrolley.com with your order number and photos of the issue as soon as possible.

Under the Consumer Rights Act 2015, if goods are faulty you may be entitled to:

• a repair or replacement; or, if that is not possible or does not resolve the issue,
• a price reduction or a full refund,

and, where the fault is reported within 30 days of delivery, you are normally entitled to a full refund. In these cases, we will also cover reasonable return shipping costs.

5. International orders

We ship worldwide. If you are ordering from outside the UK, your statutory cancellation rights may differ depending on your country's local consumer protection laws, but we will honour the same 14-day cancellation and return standard set out above as a minimum for all customers, unless local law gives you stronger rights.

For international returns, you are responsible for return shipping costs (unless the item is faulty, damaged, or incorrect) and any customs or duty charges are non-refundable by us — you may need to check with your local customs authority about reclaiming these.

6. Exchanges

If you would like a different size, colour, or product rather than a refund, please contact us at info@claxtrolley.com and we will do our best to arrange an exchange, subject to stock availability.

7. Contact us

Questions about a return or refund? Email info@claxtrolley.com and we'll be happy to help.

Email My Gifts Limited, trading as CLAX Trolley UK
Unit 2, Watford Metro Centre, Dwight Road, Watford, WD18 9SS, United Kingdom Company registration no. 08820304 (England and Wales) · VAT no. GB 189 5542 57