Refund policy

We want every T CHARLTON LTD purchase to feel right in your home. If it doesn't, you can return it within 14 days of delivery under the conditions below. This policy sits alongside, and does not affect, your statutory rights as a UK consumer.

Last updated: August 2026

Return window: 14 days from delivery

Free returns: Faulty, damaged or incorrect items

Refund timeline: 5–10 business days

Refund method: Original payment method

From request to refund — in five steps

Please do not return items without first requesting a return authorisation. Unannounced returns may be delayed or refused.

1.Request return — Email support@tcharltonltd.shop or call +44 161 275 2932 with your order number and reason for return within 14 days of delivery.

2.Receive instructions — We reply within 24 business hours with a return authorisation and our UK return address, or — for larger items — to arrange a courier collection.

3.Return the item — Pack the item securely in its original packaging and ship it back using a tracked service within 14 days.

4.Inspection — We inspect the item on arrival to confirm it meets the return conditions.

5.Refund — Approved refunds are issued to your original payment method within 5–10 business days.

What qualifies for a return

Eligible for a full refund: items that meet all of the conditions below.

Requirement	Details
Time frame	Return requested within 14 days of delivery
Condition	Unused, unassembled and in the same condition as delivered
Packaging	Original packaging with all protective materials, fittings and instructions
Proof of purchase	Order number or dispatch email supplied
Shipment	Returned (or ready for collection) within 14 days of the return authorisation being issued

Not eligible — we cannot accept returns for any of the following:

● Items that have been assembled, installed, modified or visibly used or weathered outdoors

● Items with missing parts or missing original packaging

● Gift cards

● Made-to-order or bespoke items, unless faulty or damaged

● Items returned more than 14 days after delivery without prior approval

● Items returned without a return authorisation from T CHARLTON LTD

Damaged, defective or incorrect items

These are always resolved free of charge — you never pay to return an item that is not as it should be.

Damaged in transit — Please inspect your parcel on delivery. If the product or its packaging is damaged, email us within 48 hours of delivery with your order number and clear photographs. We will arrange a free replacement or a full refund — whichever you prefer.

Defective on arrival — If your item is faulty out of the box, contact us within 48 hours of delivery. We do not require you to return defective items at your own expense — we'll arrange collection or replacement free of charge.

Wrong item received — If we've sent you the wrong product, we'll arrange free collection and dispatch the correct item at no extra cost, or issue a full refund.

Inspection on return — Every returned item is inspected on arrival. Approvals — and refunds — are typically confirmed by email within 2 business days of receipt.

How your refund is issued

Approved refunds are always issued to the original payment method used at checkout.

Payment method	Refund timeline	Where the money goes
Credit / debit card	5–10 business days	Refunded to the card used at checkout
Apple Pay / Google Pay	5–10 business days	Refunded to the underlying card

Please note: Depending on your bank or card issuer, the refund amount may take a few additional business days to appear on your statement after T CHARLTON LTD has processed it.

Returns FAQ

How long do I have to return an item? You may request a return within 14 calendar days of the day on which you receive the goods. Approved returns must then be sent back within a further 14 days.

What condition do items need to be in? Items must be unused, unassembled and in the same condition in which you received them, returned in their original packaging with all protective materials, fittings and instructions.

What if I received the wrong item? Contact us within 48 hours of delivery. We'll arrange a free collection and either ship the correct item or issue a full refund.

What if my item arrived damaged or defective? Email us within 48 hours of delivery at support@tcharltonltd.shop with your order number and clear photographs. We'll arrange a free replacement or full refund.

What if my parcel is lost? Where a tracked order has not been delivered within 10 business days of dispatch and the courier confirms the item is lost, we'll dispatch a replacement or issue a full refund.

Who pays for return shipping? Return shipping is free where the return is due to a fault, damage in transit, an incorrect item, or a late delivery on our part. For change-of-mind returns, the cost of return shipping is the customer's responsibility.

How will I be refunded? Refunds are always issued to the original payment method used at checkout.

How do I request a return? Email support@tcharltonltd.shop or call +44 161 275 2932 with your order number and a short description of the reason for return.