Terms of service

1. About these Terms

1.1 These Terms of Service ("Terms") apply whenever you use our website at www.tropache.com (the "Website") to purchase products. By placing an order for any goods we make available on the Website (the "Products"), you agree to these Terms. They should be read alongside our Returns & Refund Policy, Shipping Policy, Privacy Policy and Cookie Policy.

2. Who we are

2.1 The Website is operated by Tropache Ltd, a company registered in England and Wales under company number [17357209], with a registered office at [Suite 154, Fortuna House, 88 Queen Street, Sheffield, S1 2FW, UK]. Throughout these Terms, "Tropache", "we", "us" and "our" refer to Tropache Ltd.

3. When your order becomes a contract

3.1 Placing an order is an offer to buy, not a confirmed purchase. We review each order before accepting it, and you'll receive a confirmation email once it's been accepted — that's the point at which a contract is formed between you and Tropache.

3.2 Adding a product to your basket doesn't reserve it for you. For limited releases, items may sell out before your order has been accepted.

4. We reserve the right to decline or cancel an order

4.1 On occasion, we may be unable to accept or fulfil an order. This can happen if:

• a product becomes unavailable before we process it;

• we identify an error in the price or description;

• we suspect fraudulent or unlawful activity;

• we're unable to verify your payment or delivery details; or

• something outside our reasonable control prevents fulfilment.

4.2 If this happens after payment has been taken, we'll let you know as soon as possible and issue a full refund.

4.3 We may also apply purchase limits on certain products, to keep things fair across our customers.

5. Pricing and payment

5.1 All prices are shown in the applicable currency and include VAT where required by law, unless stated otherwise.

5.2 Payment is taken at checkout. Ownership of the products passes to you once payment has been received in full and your order has been accepted.

5.3 If we identify a pricing or description error after you've ordered, we'll contact you. Where we're unable to fulfil the order at the correct price, we'll cancel it and refund you in full.

6. Import duties and customs charges

6.1 For orders delivered outside the United Kingdom, you're responsible for any import duties, taxes or customs charges applied by the destination country. These aren't included in the product price or shipping costs — see our Shipping Policy for further detail.

7. Pre-order and made-to-order products

7.1 Pre-order products are purchased ahead of dispatch. Estimated dispatch dates are for guidance only and may shift due to production or shipping timelines; we'll let you know as soon as reasonably possible if there's a significant delay.

7.2 Made-to-order products are produced after your order is placed, so dispatch will generally take longer than for items already in stock.

7.3 Where an order includes both in-stock and made-to-order items, we may dispatch everything together once it's all ready, unless stated otherwise on the product page.

7.4 Where a product has been made to your specification or is clearly personalised, your right to cancel or return it may be limited by law. This doesn't affect your rights if the item is faulty, damaged or not as described.

8. Products may vary slightly from their photos

8.1 We take care to ensure our descriptions, imagery and sizing are accurate, though colour can appear differently depending on your screen, and minor variations between images and the finished product may occur. Sizing guides are provided for reference.

9. Availability

9.1 Stock isn't guaranteed until your order is accepted. We may update, discontinue or withdraw products or colourways at any time. Where this affects an order already paid for, we'll contact you and issue a full refund if we're unable to fulfil it.

10. Delivery timeframes are estimates

10.1 We aim to dispatch and deliver within the timeframes shown on the Website or in our Shipping Policy, though these are estimates rather than guarantees.

10.2 Delivery may occasionally be delayed by matters outside our reasonable control — courier delays, customs processing, adverse weather or industrial action among them. Where possible, we'll keep you informed of any significant delay.

11. Your right to change your mind

11.1 For most products, you have a legal right to cancel your order and receive a refund, including delivery costs, within 14 days of receiving your goods.

11.2 This right doesn't apply to:

• products made to your specification or clearly personalised;

• products sealed for health or hygiene reasons, once unsealed; or

• any other product exempt from cancellation rights by law.

11.3 None of this affects your rights if a product is faulty, damaged or not as described.

11.4 To cancel, let us know within 14 days of delivery by emailing info@tropache.com. You'll then have a further 14 days to return the product to us.

12. Return shipping is at your own cost

12.1 Unless a product is faulty, damaged or incorrect, you're responsible for the cost of returning it. We'd recommend a tracked delivery service with proof of postage, as we're unable to take responsibility for returns lost in transit.

13. We refund standard delivery only

13.1 If you selected a premium or express delivery option, we'll refund the cost of standard delivery, unless the law requires otherwise.

14. International returns

14.1 If you're returning a product from outside the UK, you're responsible for return shipping, customs charges or import fees, unless the return relates to a faulty, damaged or incorrect item.

15. Refunds may be reduced for used or damaged products

15.1 Where a product has been handled beyond what's reasonably necessary to inspect it — more than you'd be able to do in a shop — we may reduce your refund to reflect any loss in value. This includes missing tags, damaged packaging or visible wear. In some cases, no refund may be due.

16. When and how we refund you

16.1 We'll process your refund within 14 days of receiving the returned product, or of receiving satisfactory proof it's been sent, whichever comes first.

16.2 Refunds are made to your original payment method, in the currency you paid in, with no fee for processing.

17. We don't currently offer exchanges

17.1 If you'd like a different size or colour, please return your original order where eligible and place a new one through the Website.

18. Your rights if something's wrong

18.1 If your order arrives faulty, damaged, or isn't what you ordered, please contact us at info@tropache.com as soon as possible. We may ask for photographs to help assess the issue before arranging a replacement, repair or refund. This doesn't affect your statutory rights.

19. We may update or withdraw products

19.1 We may update a product to reflect changes in the law, adjust pricing for future purchases, or make minor technical improvements that don't affect how you use it.

19.2 Where we withdraw a product you've already paid for, we'll let you know in advance where possible and refund any sums paid.

20. Commercial resale

20.1 Our products are sold for personal use. You agree not to purchase, market or distribute our products for commercial resale without our prior written permission. We may decline or cancel any order we reasonably believe is intended for unauthorised resale, and may take action against anyone found doing so.

20.2 This doesn't prevent individuals reselling products they've legitimately purchased, provided they don't present themselves as affiliated with or endorsed by Tropache.

21. Website use

21.1 The Website is provided for lawful, personal, non-commercial use. You agree not to:

• breach any applicable law;

• interfere with the security or operation of the Website;

• attempt unauthorised access to it or its systems;

• introduce viruses or other harmful code;

• use bots or automated tools to place orders or access restricted areas without permission; or

• scrape or extract content for commercial purposes without our consent.

21.2 Where we reasonably believe the Website is being misused, we may suspend access, cancel affected orders, or take other reasonably necessary action.

22. Intellectual property

22.1 All content on the Website — including our trademarks, logos, designs, photography and text — belongs to or is licensed to Tropache, and is protected under applicable intellectual property law. You may use the Website for personal, non-commercial purposes only, and mustn't copy, reproduce or distribute our content without our prior written permission.

22.2 Purchasing a product doesn't transfer any intellectual property rights to you.

23. Promotional codes

23.1 Unless stated otherwise, promotional codes can't be exchanged for cash, applied retrospectively, or combined with other offers, and may be limited to one use per customer. We may withdraw or refuse a code we reasonably believe has been misused.

24. Limitation of liability

24.1 We're responsible for losses caused by our breach of these Terms, unless the loss was:

• unforeseeable — not something either of us could reasonably have expected;

• caused by a delay outside our control, provided we've taken the steps set out in clause 10;

• avoidable through reasonable action on your part, such as following our care instructions; or

• a business loss relating to trade, business or profession rather than personal use.

24.2 Nothing in these Terms limits our liability where the law doesn't allow it — including for death or personal injury caused by our negligence, or fraud.

25. Your personal data

25.1 How we use your personal data is set out in our Privacy Policy.

26. Resolving disputes

26.1 If something's gone wrong, please contact us first at info@tropache.com so we have the chance to put it right.

26.2 These Terms are governed by the law of England and Wales. If you're a consumer, you may also bring a claim in the courts of the country you live in, and will continue to benefit from any mandatory protections under that country's law.

27. Other important terms

27.1 We may transfer our rights and obligations under these Terms — for example, as part of a business sale or restructure. Your rights won't be affected as a result.

27.2 You may not transfer your rights or obligations under these Terms without our written consent.

27.3 If a court finds part of these Terms unlawful or unenforceable, the remainder will continue to apply.

27.4 A delay in enforcing a right under these Terms doesn't mean we've given it up — we may still enforce it later.

27.5 We may update these Terms from time to time. The latest version will always be available on the Website, showing the date it was last updated.

Contact us

Email: info@tropache.com