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If you wish to cancel an order before it is dispatched, submit a cancellation request through your customer account and orders page or contact us at support@trauemy.net. We will confirm whether dispatch has already taken place. If it has, the return process below applies. You may also use that page to request a return after delivery.

You may notify us that you wish to make a change-of-mind return within 14 days after the last item in your order is delivered, without giving a reason. After notifying us, send the eligible item back within a further 14 days. This includes the statutory withdrawal right available to UK and EU consumers. Contact support@trauemy.net with your order number before posting a return. The return address is J&J GLOBAL TRADING LTD, 3 Canon Close, Rochester, England, ME1 3EN, United Kingdom.

You may inspect an item as you would in a shop. If an item was sealed for health or hygiene protection and is unsuitable for return after its seal is broken, the change-of-mind withdrawal right may not apply once that seal is broken. This exception applies only where the legal conditions are met; it does not remove your rights if an item is faulty, damaged, or not as described.

For a change-of-mind return, you pay the direct cost of return postage. We do not charge a restocking fee. Please use a trackable shipping service and keep proof of dispatch. If the item is faulty, damaged in transit, or incorrect, contact support@trauemy.net with your order number and photographs where helpful. We will explain the available remedy and cover reasonable return costs where required by law. Your statutory rights are unaffected.

Once a withdrawal is valid, we will refund the product price and any original standard delivery charge paid for the returned items. If you chose a more expensive delivery service, the extra amount above standard delivery is not refundable unless required by law. We will use the original payment method without charging a refund fee. We will reimburse without undue delay and within 14 days after you notify us of withdrawal, except that we may withhold the refund until we receive the goods or evidence that you sent them back, whichever is earlier, where the law permits. Your payment provider may take additional time to show the credit. If a refund has not arrived after the payment provider's normal processing period, contact support@trauemy.net.

For other destinations, applicable local consumer rights also apply. EEA consumers have a legal guarantee that goods conform to the contract under applicable national law. Rights relating to faulty or nonconforming goods are separate from the change-of-mind withdrawal right. Nothing in this policy limits rights that cannot lawfully be excluded.

Model withdrawal form

You may use this form, but you do not have to. Send it by email to support@trauemy.net or by post to J&J GLOBAL TRADING LTD, 3 Canon Close, Rochester, England, ME1 3EN, United Kingdom:

To J&J GLOBAL TRADING LTD: I give notice that I withdraw from my contract for the sale of the following goods: [describe goods]. Order number: [order number]. Ordered on: [date]. Received on: [date]. Name of consumer: [name]. Address of consumer: [address]. Date of notice: [date]. Signature: [only if sent on paper].