TOC Trading Ltd is committed to your satisfaction. This policy outlines your rights regarding cancellations, returns, and refunds when purchasing from www.toctrading.co.uk.

This policy is in addition to your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nothing in this policy affects your legal rights.

Order Cancellation

  • You may cancel your order at any time before it has been dispatched without charge.
  • To cancel, please contact us as soon as possible at info@toctrading.co.uk or via our contact form.
  • We aim to process orders within 1-2 business days, so we recommend contacting us within 12 hours of placing your order to increase the likelihood of cancellation before dispatch.
  • Once an order has been dispatched, it cannot be cancelled, but you may exercise your right to return it (see below).

Under the Consumer Contracts Regulations, if you are a consumer purchasing online (distance selling), you also have a statutory right to cancel your order within 14 days of receiving the goods (the “cooling-off period”), even if the goods are as described. See the Returns section below for details.

Refunds

We want you to shop with confidence. If something goes wrong, we will work with you to put it right.

We will provide a full refund in the following circumstances:

  • You cancel within the 14-day cooling-off period (see Returns below).
  • The item is faulty, not of satisfactory quality, not fit for purpose, or not as described (under your Consumer Rights Act rights).
  • The item is lost in transit or does not arrive (provided the delay is not due to factors within your control).

Refunds will not be provided where non-delivery is due to:

  • Incorrect or incomplete address details provided by you.
  • Exceptional circumstances beyond our control (e.g., customs delays, severe weather, or natural disasters).

Refunds are normally processed within 14 days of us agreeing the refund is due (or, for cooling-off cancellations, within 14 days of receiving notice of cancellation or return of the goods, whichever is later).

Refunds will be issued to the original payment method.

Returns

As a consumer, you have a statutory right to return most goods purchased online within 14 days of receipt for any reason (the cooling-off period), provided the goods are unused and in their original condition (with exceptions for sealed goods where the seal is broken, personalised items, or perishable goods).

In addition:

  • We offer a voluntary 30-day money-back guarantee on all products. If you are not completely satisfied, you may return the item within 30 days of receipt for a full refund or replacement.
  • Returns under the 30-day guarantee must be in new, unused condition with original packaging.

How to Return an Item:

  1. Contact us first at info@toctrading.co.uk or via our contact form to notify us of your return and obtain return instructions/authorisation.
  2. Do not send items back without prior authorisation.
  3. We will guide you through the process and provide a returns address if required.
  4. You are responsible for the cost of return postage unless the item is faulty, not as described, or we are at fault.
  5. Once we receive and inspect the returned item, we will process your refund or replacement.

Need Help?

If you have any questions about cancellations, returns, or refunds, please contact us at info@toctrading.co.uk. We aim to respond promptly and are here to provide the best solution for you.

Last updated: 17 December 2025