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Return & Refund Policy

We want you to be happy with your coir. This policy explains what to do if you change your mind or if something arrives damaged or faulty. It does not affect your statutory rights.

Changing your mind (consumers only)

Under the Consumer Contracts Regulations 2013 you have the right to cancel your order for any reason within 14 days of the day you (or someone on your behalf) receive the goods. For orders delivered in several parts, the 14 days run from delivery of the last item.

To cancel, email info@tropikol.com with your order number and a clear statement that you wish to cancel. You may use the cancellation form at the end of this policy but you do not have to. You may also cancel at any time before dispatch.

Once you have told us you are cancelling you have a further 14 days to return the goods to us.

Conditions

  • Goods must be returned unused, undamaged and in their original packaging. Coco coir blocks and bricks that have been hydrated, opened or broken up cannot be resold and cannot be returned under this right.
  • You are responsible for the cost of returning goods that are not faulty. Because coir blocks are heavy (5kg per block; pallets around 1,125kg) return carriage can be significant โ€” contact us first and we can quote a collection if you prefer.
  • We may make a deduction from your refund if the value of the goods has been reduced by handling beyond what is necessary to check their nature and characteristics.
  • Please obtain proof of postage or collection; we are not responsible for returns lost in transit.

Refunds

  • We will refund the price of the goods and the standard (cheapest) outbound delivery charge. Any premium delivery option you chose over our standard rate is not refunded.
  • Refunds are made to your original payment method within 14 days of receiving the goods back (or of you providing evidence you have sent them), whichever is earlier.

Where to send returns

Please send returns to our warehouse, not our registered office:

Tropikol Returns
c/o The Silver X Warehouse
Hamilton Rd
Sutton-in-Ashfield
NG17 5LD

Please include your order number clearly on the parcel and inside it, so our warehouse team can match it to your order.

Damaged, faulty or incorrect goods

If your order arrives damaged, is faulty or is not what you ordered, contact us at info@tropikol.com within 30 days of delivery with your order number and photos of the product and packaging. Under the Consumer Rights Act 2015 you are entitled to a full refund within 30 days, and to a repair or replacement (or, failing that, a refund) after that period.

Where goods are faulty we will pay the cost of return or arrange collection. We may not require faulty goods to be returned; please do not dispose of them until we have confirmed.

For pallet deliveries, please check the pallet before signing for it. If it is visibly damaged, sign the delivery note as "damaged" or refuse delivery and contact us the same day. Signing "unchecked" or "clean" may limit our ability to claim against the carrier.

Natural variation is not a fault

Coco coir is a natural product. Minor variation in colour, fibre content, moisture or expanded volume between blocks or batches is normal and is not a defect. If you believe a product is significantly outside its stated specification, contact us with details and we will investigate.

Business and trade customers

Orders placed by businesses (including pallet and bulk orders) are not covered by the 14-day change-of-mind right. Non-faulty returns are accepted only by prior agreement and may be subject to a restocking charge and return carriage. Shortages, damage or defects must be reported within 3 working days of delivery. See the Business customers section of our Terms of Service.

Contact

Tropikol Ltd, Cedar House, 3 Broad Street, Enderby, Leicester, LE19 4AA ยท info@tropikol.com ยท +44 7717 909993

(Registered office only โ€” do not send returns here. Use the Silver X Warehouse address above.)

Model cancellation form

To: Tropikol Ltd, Cedar House, 3 Broad Street, Enderby, Leicester, LE19 4AA (info@tropikol.com)

I/We hereby give notice that I/we cancel my/our contract of sale of the following goods:

Ordered on / received on:
Order number:
Name of consumer(s):
Address of consumer(s):
Signature (only if this form is notified on paper):
Date: