Refund Policy

Last updated: 11 September 2026

This page explains when you get your money back, how long it takes, and how it reaches you. For how to send an item back, see our Return Policy.

1. When we refund

We refund when:

• you exercised your 14-day right of withdrawal;
• you returned an item within our 30-day window in original condition;
• the item arrived faulty, damaged, or was not what you ordered;
• we cancelled your order because an item was out of stock;
• your order never arrived and the carrier confirmed it as lost.

2. How long it takes

• Inspection — we check the returned item within 2 business days of it reaching our warehouse.
• Refund issued — within 14 days of us receiving the goods, or of you proving you sent them, whichever is earlier. In practice most refunds go out within 3 business days.
• Money in your account — a further 3 to 10 business days, depending on your bank or card issuer.

3. How you are refunded

We refund to the same payment method you used. We do not charge a fee for this. If that method has expired or been closed, contact us and we will arrange a bank transfer.

4. Delivery charges

• If you cancel the whole order under your 14-day right, we refund the item price and the standard outbound delivery charge you paid.
• If you chose a premium or express delivery, we refund only up to the cost of our standard option.
• If you keep part of the order, the delivery charge is not refunded.
• Return postage is only refunded when the item was faulty, damaged or wrong.

5. Deductions

We may reduce your refund if the item's value has dropped because you handled it beyond what is needed to establish its nature, characteristics and functioning — in other words, more than you would have been able to in a shop. We will always tell you the reason and the amount before deducting.

6. Discounts, vouchers and gift cards

• If you used a discount code, we refund the amount you actually paid, not the pre-discount price.
• If a discount code required a minimum spend and your return takes the order below it, we may adjust the refund accordingly.
• Amounts paid by gift card are refunded to a gift card.
• Gift cards themselves are not refundable.

7. Cancelled or failed orders

If we cancel your order before dispatch, you are refunded in full, including delivery. If a payment was authorised but the order did not complete, the authorisation is released by your bank, usually within 5 business days.

8. Items sold by independent sellers

Where an independent seller sold the item, the refund is issued by that seller. AA Store handles the payment flow, so the money still returns to your original payment method, and the timescales on this page still apply. If a seller does not refund you on time, contact us and we will step in.

9. Refund not arrived?

If it has been more than 10 business days since we told you the refund was issued:

1. Check your bank or card statement again, including pending entries.
2. Contact your bank or card issuer — clearing times vary.
3. Email refunds@truefind.eu with your order number and we will trace it.