Before delivery
Standard UK delivery is free and takes 3–5 working days. Next working day delivery is available for £4.99 per order for orders placed before 6pm UK time. Online checkout accepts UK delivery addresses only. Choose your delivery option at checkout. For consumer goods, delivery is normally due within 30 days unless you agree a different period.
Inspect the package when it arrives and contact us if the item is damaged, missing or incorrect. Keep your order confirmation. Please do not publish order documents containing personal information.
Changing your mind
For an eligible UK consumer distance purchase of goods, tell us within 14 days after receipt if you want to cancel. You then normally have a further 14 days to send the goods back. You do not have to give a reason.
You may inspect goods as you would in a shop. A lawful deduction may apply for diminished value caused by handling beyond what is needed to establish their nature, characteristics and functioning. Original packaging is helpful but is not a blanket condition for exercising statutory rights.
We do not apply a general “opened technology cannot be returned” exclusion. Any lawful exception relevant to a specific item must be explained before purchase.
How to cancel or return
- Email support@truselv.co.uk with your order reference, name, the items concerned and a clear statement that you want to cancel or report a fault.
- You can use the downloadable cancellation form, but it is not compulsory.
- Ask for the correct return address and instructions. The published correspondence address is not automatically a hardware returns depot. A request for instructions does not extend the legal return period.
- Before returning a device, follow the appropriate account removal and data-erasure instructions. Do not send a device containing patient information without an agreed secure process.
Return shipping for a change-of-mind cancellation is payable by the consumer only if this was properly disclosed before purchase. Reasonable return costs for faulty goods are handled under applicable consumer rights.
Refunds
For an eligible cancellation, refunds are due within the applicable statutory period, normally within 14 days after the returned goods are received or evidence of return is provided, whichever comes first. We may withhold a refund until that point where the law permits.
The refund includes the original standard delivery cost. An additional amount paid for a premium delivery option need not be refunded. Refunds normally use the same payment method unless otherwise agreed without a fee.
Faults and digital services
If goods are faulty, not as described or not fit for purpose, you have separate statutory remedies. For most goods, UK consumers have a short-term right to reject within 30 days; repair, replacement or further remedies may apply after that. Warranty terms cannot remove statutory rights.
Digital content and service rights are separate from goods cancellation. The digital supply terms must explain any relevant cancellation consequences; submitting an enquiry does not waive them.
Organisations and further help
Business and organisational purchases may be governed by negotiated terms. Review the written agreement for delivery, acceptance and cancellation arrangements.
Contact support@truselv.co.uk for help. Read GOV.UK guidance on returns and refunds for an independent overview of consumer rights.