This Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions. We reserve the right to change this Returns Policy at any time. This Returns Policy was last updated on 18/02/2025. If your item arrives damaged or faulty you can return it. As we are a concierge service we will reach out to the supplier to replace items that are faulty before offering a refund. 

 

Open a return request

To return an item you MUST contact our team via support@tradingbridge.co.uk. Please ensure you provide an accurate reason for requesting the return as failure to do so can lead to the request being rejected. 

 

Once you've opened a return request

You'll receive an email confirming we've received your return request and a member of our team will reply back (typically within 48 hours) with the next steps. It is important to provide all the information requested by our team and any additional documents to get the matter resolved in a timely manner. From opening the return request should we require additional documents or the item(s) returning you have 14 days to do so before the request will be closed and no further action will be taken.

 

Do not send the item back

Please do not send any items to our head office. We will speak with the supplier and arrange collection to return the product to source if necessary in some cases sending the item back may not be necessary. 

 

Get your replacement or refund

Once we have spoken with the supplier to confirm next steps and we agreed to replace or refund you we will ask you to dispose of the faulty item or we will arrange collection. We will process your replacement order or refund within 2 business days. When we do you'll receive an email letting you know. For refunds It usually takes 1 to 2 business days for a PayPal refund to go through. If you paid using a credit or debit card, it usually takes between 2 to 3 business days to process, depending on your card provider. For replacement items your order will be shipped and arrive in line with normal time frames.

 

Cancelling a request

If you've changed your mind about a return request you've opened and no longer wish to return your item, it's easy to cancel your request. Reply to the agent who is dealing with your return request and let them know, if we manage to resolve the issue with you the agent may also close your request (with your agreement the matter is resolved).

 

Misuse of returns

Our return policy is designed to protect both our customers and ourselves. If we decide that a customer is misusing the Trading Bridge return policy unintentionally or otherwise they may be subject to a range of actions, including account suspension. Examples of misuse of our policy include:

• An inaccurate reason for return request  
• Requesting an excessive number of returns  
• Disregarding return time frames required for a return   

 

Rejected Return Requests

In the rare occurrence of a return request being rejected we will be unable to replace or refund your order. Once a return has been rejected we cannot overturn a decision.

For item(s) you believe are faulty that our technical team find are in full working order your return request will be rejected.