Return, Refund and Cancellation Policy

Last updated: January 13, 2026

Thank you for choosing Trust ID Center. This Return, Refund and Cancellation Policy explains the conditions under which orders placed through TrustIDCenter.com may be cancelled, returned, replaced, exchanged, or refunded.

By placing an order through our website, you agree to this policy together with our Terms and Conditions and Privacy Policy.

Nothing in this policy limits any mandatory consumer rights that apply under the laws of your country or region.

1. Return Eligibility

Unless a different return period is stated on the product page, eligible physical products may be returned within 14 calendar days after delivery.

To qualify for a return, the product must:

• Be unused and undamaged
• Be returned in its original condition
• Include its original packaging, accessories, manuals, and labels
• Have no signs of alteration, misuse, wear, or unauthorised modification
• Be accompanied by valid proof of purchase
• Meet all other conditions stated in this policy

We reserve the right to inspect returned products before approving a refund or replacement.

A return request does not guarantee that the return will be accepted.

2. How to Request a Return

Before sending anything back, contact us at:

Email: support@trustidcenter.com
Subject: Return Request – Order #[your order number]

Your request should include:

• Your full name
• Order number
• Email address used for the order
• Product or service purchased
• Reason for the return
• Clear photographs where the item is damaged, defective, incomplete, or incorrect
• Any other information reasonably requested by our support team

Do not return a product until you receive return instructions or authorisation from us.

Unauthorised returns may be refused or delayed.

3. Return Authorisation

Once we review your request, we may provide:

• Return approval
• A return address
• A return reference number
• Packaging instructions
• Shipping instructions
• An alternative resolution, such as replacement, repair, account credit, or refund

Return approval is valid only for the product and order identified in the authorisation.

Products returned without authorisation may not qualify for a refund.

4. Change-of-Mind Returns

Where permitted by law, eligible customers may return an unused physical product because they changed their mind.

The customer is generally responsible for return shipping costs for change-of-mind returns unless:

• The law requires otherwise
• We shipped the wrong item
• The product arrived damaged
• The product was materially defective
• We agreed in writing to cover the return cost

Original delivery fees may be non-refundable except where required by law.

Customers in certain jurisdictions may have statutory cancellation rights for online purchases. UK online customers generally must notify the seller within 14 days after receiving eligible goods and ordinarily receive another 14 days to return them.

5. Non-Returnable Products

To the extent permitted by law, the following products may not be returned merely because the customer changed their mind:

• Personalised or custom-made products
• Products created using customer-provided specifications
• Products containing customer-submitted names, photographs, numbers, or other personalised information
• Digital downloads after delivery has begun with the customer’s consent
• Services that have been fully performed
• Products damaged after delivery
• Products altered or modified by the customer
• Products returned without essential components
• Gift cards, account credits, or promotional credits
• Clearance or final-sale products clearly marked as non-returnable
• Products that cannot be resold for hygiene, privacy, security, or safety reasons
• Any product prohibited from return by applicable law

A product will not lose statutory warranty protection merely because it falls within a change-of-mind exception.

6. Personalised and Custom Products

Personalised or made-to-order products are produced according to information supplied by the customer.

Once production begins, personalised orders may not be cancelled, changed, exchanged, or returned for a change of mind, except where:

• The product is defective
• We made an error
• The product materially differs from the approved order details
• Applicable law provides otherwise

Customers are responsible for carefully reviewing all names, spelling, dates, images, measurements, colours, and other submitted details before approving an order.

We are not responsible for errors contained in information approved or supplied by the customer.

7. Digital Products and Downloadable Content

Digital products are normally non-returnable after they have been:

• Downloaded
• Accessed
• Delivered electronically
• Activated
• Viewed through an account
• Made available through a download link

Where required by law, we may ask you to expressly agree that digital delivery may begin immediately and acknowledge that this may affect your cancellation right.

A refund may be considered where:

• The file is corrupted
• The product cannot be accessed because of an error on our side
• The wrong digital product was supplied
• The product materially differs from its description
• Applicable law requires a refund

Technical compatibility issues caused by unsupported customer devices or software may not qualify for a refund when the requirements were disclosed before purchase.

8. Services

Service orders may be cancelled before work begins unless the service is described as non-cancellable or a non-refundable preparation fee applies.

Once service delivery has started, any refund may be reduced to reflect:

• Work already completed
• Time spent
• Materials purchased
• Third-party expenses
• Administrative costs
• Any custom work already produced

Completed services are generally non-refundable unless they were not delivered as described or the law requires another remedy.

9. Damaged, Defective or Incorrect Products

Inspect your order as soon as possible after delivery.

Contact us promptly if your order:

• Arrives damaged
• Contains a manufacturing defect
• Is incomplete
• Is materially different from what you ordered
• Contains the wrong product
• Has been damaged during shipping

Include photographs of:

• The product
• The defect or damage
• The exterior shipping package
• The shipping label
• Any damaged internal packaging

After reviewing the claim, we may offer:

• A replacement
• Repair
• Missing components
• Store credit
• A partial refund
• A full refund
• Another remedy required by law

Do not discard damaged packaging until the claim has been resolved.

10. Delivery Damage

Visible shipping damage should be reported within 48 hours of delivery, where reasonably possible.

Failure to report within 48 hours does not remove mandatory legal rights, but prompt notification helps us investigate the carrier claim.

We may ask you to retain the product and packaging while the shipping carrier reviews the matter.

11. Incorrect Customer Information

Customers are responsible for entering accurate:

• Names
• Email addresses
• Telephone numbers
• Billing addresses
• Delivery addresses
• Product details
• Personalisation details

We are not responsible for failed or delayed deliveries caused by incorrect information submitted by the customer.

Orders returned because of an incomplete or incorrect address may require additional shipping charges before being resent.

Personalised products produced from customer-approved information may not qualify for a refund because of customer input errors.

12. Order Changes

Contact us immediately when requesting an order change.

We cannot guarantee that changes can be made after:

• Payment has been processed
• Production has begun
• A digital product has been issued
• A service has started
• The order has been packaged
• The order has been handed to the carrier

Approved changes may result in additional charges or a revised delivery date.

13. Order Cancellation

Orders may be cancelled before processing or production begins.

To request cancellation, email:

support@trustidcenter.com

Include your name and order number.

Cancellation requests are not confirmed until you receive written approval from us.

Once an order has entered production, fulfilment, personalisation, or digital delivery, it may no longer be cancellable.

We may deduct non-refundable costs already incurred where legally permitted.

14. Cancellation by Trust ID Center

We may cancel an order where:

• Payment cannot be authorised
• Information appears inaccurate or incomplete
• The product is unavailable
• A pricing or listing error occurred
• We suspect fraud or unauthorised activity
• The order violates our Terms and Conditions
• Fulfilling the order would violate applicable law
• The order presents a security, safety, or compliance risk
• Delivery is unavailable to the customer’s location

When we cancel an order after receiving payment, we will generally refund the amount paid for the cancelled item, unless the payment is subject to a lawful hold, dispute, chargeback, or fraud investigation.

15. Return Shipping

Unless the return results from our error, the customer is responsible for:

• Return postage
• Packaging costs
• Customs declarations
• Duties and taxes
• Shipping insurance
• Any loss or damage occurring during return transit

Use a tracked and insured shipping service when returning valuable products.

We are not responsible for returns lost or damaged before reaching the authorised return address.

Do not send returns using cash-on-delivery services unless we have approved this in writing.

16. Return Address

Approved returns must be sent only to the address supplied by our customer-support team.

Do not send returns to an address shown on:

• The original parcel
• A payment statement
• A website footer
• A company-registration record
• A shipping label

unless our support team confirms that it is the correct returns address.

17. Inspection of Returned Products

Once received, returned products will be inspected.

We may reduce or refuse a refund where a product:

• Has been used beyond what is reasonably necessary to inspect it
• Is damaged
• Is altered
• Is incomplete
• Is missing packaging or accessories
• Contains customer-caused wear
• Cannot be resold because of the customer’s handling
• Does not match the authorised return

Any deduction will comply with applicable consumer law.

18. Refund Processing

Approved refunds will generally be issued to the original payment method.

Processing may take 5 to 10 business days after return inspection and approval. Your financial institution may need additional time to post the refund.

Refund timing may vary depending on:

• Payment method
• Bank processing
• Currency conversion
• Payment-provider procedures
• Fraud screening
• Public holidays

We are not responsible for delays caused solely by the customer’s bank or payment provider.

19. Refund Amount

An approved refund may include:

• The price paid for the eligible returned product
• Standard outbound delivery costs where legally required
• Applicable taxes associated with the refunded amount

An approved refund may exclude, where legally permitted:

• Expedited delivery charges
• Gift wrapping
• Installation or setup fees
• Personalisation charges
• Return shipping costs
• Customs duties
• Bank fees
• Currency-conversion losses
• Costs caused by customer damage
• Non-refundable work already completed

We will not impose deductions prohibited by applicable law.

20. Partial Refunds

We may issue a partial refund where:

• Part of an order is returned
• Some services have already been completed
• A product has diminished in value through unnecessary handling
• Accessories or packaging are missing
• The customer agrees to keep a product with a minor defect
• A partial refund is otherwise an appropriate lawful resolution

The amount will depend on the circumstances and applicable consumer law.

21. Exchanges

We may offer exchanges for eligible physical products that are:

• Unused
• Undamaged
• In their original condition
• Returned within the applicable period
• Not personalised or otherwise excluded

Exchanges depend on product availability.

Where the replacement costs more, the customer must pay the difference. Where it costs less, we may refund the difference or issue account credit.

Additional delivery charges may apply where the exchange is not caused by our error.

22. Replacement Orders

A replacement may be offered when an item is:

• Defective
• Damaged during delivery
• Incorrect
• Missing
• Materially inconsistent with the order

Replacement products may be identical or reasonably equivalent where the original version is unavailable.

A replacement does not automatically create a new return period except where required by law.

23. Promotional, Sale and Clearance Products

Products purchased using a discount code or during a sale remain covered by mandatory consumer rights.

However, products clearly marked “final sale” or “clearance” may not be eligible for discretionary change-of-mind returns where permitted by law.

A discounted product may still qualify for a remedy if it is defective or materially misdescribed.

24. Gifts

Where an order was marked as a gift, an eligible return may be refunded as:

• Store credit to the gift recipient
• A refund to the original purchaser
• A replacement product

Refunds cannot ordinarily be issued to a payment method other than the one originally used.

25. Refused and Unclaimed Deliveries

When a customer refuses delivery or fails to collect an order, we may deduct lawful costs such as:

• Original shipping
• Return shipping
• Carrier fees
• Customs charges
• Storage fees
• Redelivery costs

Personalised products may remain non-refundable even when unclaimed.

26. Lost Packages

A package will not be treated as lost until the carrier’s investigation period has passed.

Customers must cooperate with reasonable carrier-investigation requirements.

Where tracking shows delivery, we may request:

• Confirmation of the delivery address
• Checks with household members
• Checks with neighbours or building management
• A signed non-receipt statement
• A police or carrier report where appropriate

The available remedy will depend on the carrier investigation, evidence, and applicable law.

27. International Returns

International customers are responsible for complying with applicable customs and shipping requirements.

Mark an approved return as “returned goods” where lawful and accurate. We are not responsible for customs charges caused by incorrect declarations.

Import duties, taxes, and customs-processing fees may be non-refundable unless applicable law requires otherwise.

28. Chargebacks and Payment Disputes

Contact us before opening a payment dispute so we have an opportunity to resolve the matter.

Submitting a false or misleading chargeback may result in:

• Suspension of an account
• Cancellation of pending orders
• Submission of order records to the payment provider
• Recovery of lawful costs
• Further action permitted by law

Nothing in this section prevents a customer from exercising legitimate rights with their card issuer or payment provider.

29. Consumer Rights

This policy does not exclude rights that cannot legally be excluded.

Depending on where you live, you may have rights concerning:

• Cancellation of distance contracts
• Defective products
• Products that do not match their description
• Products not fit for their intended purpose
• Late or failed delivery
• Refunds, repairs, or replacements

EU consumers generally have a 14-day withdrawal period for eligible distance purchases, although exceptions may apply to personalised goods, certain digital content, and fully performed services.

30. Policy Changes

We may update this Return, Refund and Cancellation Policy to reflect:

• Changes in our business
• New products or services
• Changes to fulfilment procedures
• Legal or regulatory requirements
• Changes to payment or shipping providers

The updated version will appear on this page with a revised “Last updated” date.

The policy in effect when an order was placed will generally apply to that order, except where the law requires otherwise.

31. Contact Information

For returns, cancellations, replacements, or refund enquiries, contact:

Trust ID Center
Website: TrustIDCenter.com
Email: support@trustidcenter.com
Returns email: returns@trustidcenter.com
Business address: [Insert your registered business address]

Include your order number in all correspondence.