Returns and Refunds

Christmas Returns Policy-  Items purchased from Wednesday 15th November can be returned up until Wednesday 31st January

 

Tripp will be happy to refund your unused purchase within 28 days of receipt. Your refund will be credited to the original payment card.  We reserve the right to refuse an exchange or refund if the item[s] are returned non-saleable or damaged.

For unused products that you have had for more than 28 days but are still in their original and saleable condition, as a gesture of goodwill and at our discretion, we would only offer an exchange.

We regret that it is not currently possible to exchange an item on our website; however it is possible to do so in one of our stores depending on availability.

 

How do I return my unsuitable item?

There are two options for returning your unsuitable item(s):

1) FREE COURIER COLLECTION (only for items ordered online)
To arrange a collection, please call us on 0207 0145877 with your order number and preferred day of collection [Monday-Friday]. Please note that a signature is required for collections, with collections taking place between the hours of 9am-6pm.

If you require a refund, this will be processed back to the original card used for payment at our Head Office after the items are received back into our warehouse.

2) TAKE BACK TO A SELECTED DEBENHAMS STORE
Please present your delivery note as proof of purchase along with your item to be returned.  If you are not sure which stores have a Tripp concession, please call Customer Services who will check for you.

If you require a refund, it will be processed back to the original card used for payment.  Please note, if you ordered on the Tripp website, you can still take your suitcase back to selected Debenhams stores, but please note the refund transaction will be processed by the Tripp Customer Service team.  This will not delay your refund.

 

Can I arrange an exchange by courier?

We do not offer this service so please follow the steps above to return the item.  You will be refunded when we receive the item back in our warehouse and then whenever you are ready, you can go online and place a new order for an alternative product.  You can exchange items purchased from Debenhams online in a Debenhams store if the items are available.

 

Help!  My item has just been delivered and there’s a fault, what should I do?

If your item has been delivered to you with a fault, please give us a call or an email straight away.  There’s a possibility we may ask for photo of the fault to ensure your replacement is perfect.  We can then arrange for a courier exchange to be made for you.

 

I’ve used my item and it’s faulty, what steps should I take?

If you have used the case and it develops a fault we need to confirm if it’s covered under our guarantee.  Our 5 year guarantee covers all manufacturing faults within this time but does not cover general wear and tear or transit damage (for example airline damage.)


If you ordered online there are two options:

Please email us 2 clear images, at least one to be of the fault and one to be an overall image of the case.  Please provide your order number or delivery postcode so we can locate your online order details.
Call or email us with the details of your nearest Debenhams store and contact details and we will ask them to call you to arrange an in store inspection.


If you purchased your item in a Debenhams store:

Call or email us with the details of your nearest Debenhams store and contact details and we will ask them to call you to arrange an in store inspection.

This provision does not affect your Statutory Rights relating to faulty or misdescribed goods or your right to cancel orders under the Consumer Protection [Distance Selling] Regulations, full details of which are available from your local Citizens Advice Bureau or Trading Standards department

 

Can I specify a return pick up time or slot?

Not at this time, collections are made by Yodel Monday to Friday between 9am and 6pm.

 

What period of time does a refund take?

Once your item has been collected, it will take on average around 7-10 working days for the item to arrive back with us, be refunded and for the refund to appear in your account.  During busier periods, this may be extended.