Returns & Refunds

At Trunki, we are committed to ensuring your satisfaction with our products and services. We understand that there may be instances where you are not entirely satisfied with your purchases.

Returns Eligibility

  • Products eligible for returns are those that were directly purchased from Trunki.co.uk

  • If you are not completely satisfied with your purchase, you can request a return within 30 days from the date you received your items. The products must be in their original condition, with all original packaging, labels, and tags intact. This policy does not affect your statutory rights.

  • However, certain products are classified as non-returnable due to their nature:

  • Personalised Products (Made For Me - M4M): Items that have been personalised according to your design choices cannot be returned.

  • Hygiene-Sensitive Products (Trunki Reusable Face Masks): For hygiene reasons, face masks are non-returnable.

  • If the product is faulty or damaged upon delivery, please contact our customer service team initially to discuss a return or exchange. Our team will provide you with a return authorisation and detailed instructions on how to proceed.

  • Please note that returns sent back to Trunki Towers (Shaftesbury Chapel) will not be processed or refunded, as this is not the designated return address. Kindly follow the return instructions provided by our customer support team for a successful return.

Return Process

  • It's important to reach out to us before sending any returns.

  • To initiate your return, kindly contact us directly at hello@trunki.co.uk. Inform us of the item(s) you wish to return and the reason for the return. Failure to do so will result in your return not being accepted, and your refund will not be processed. After receiving your information, we will provide you with instructions for your return.

Made For Me (Design Your Own Trunki)

  • Due to the customised nature of M4M suitcases, we can only accept returns for faulty or damaged products. Unfortunately, we cannot accept returns for other reasons.

Return Shipping Fee & Responsibility

  • Please be aware that the customer is responsible for all return shipping costs, unless the original products are found to be defective.

  • Until the items are received by us, the responsibility for the returned items lies with you. Therefore, ensure that the items are securely packaged to prevent damage during transit. As the parcel remains your responsibility until it arrives back with us, it's advisable to obtain proof of postage in case you need to communicate with us regarding your return.

  • If you have any further questions or concerns about our returns and refunds policy, please don't hesitate to contact our customer service team at hello@trunki.co.uk.

Refunds 

  • We regret that postage, packaging and insurance charges, cannot be refunded as these are direct costs. 

  • Each returned item will be assessed individually. In the event that we receive an item in an unsatisfactory condition, we retain the right to decline a refund.

  • Upon completion of the return process, your refund will be processed. Please allow up to 14 working days from the date we receive your return at our warehouse for the refund to be issued. The refund will be issued back to your original payment method.