Policy Details

Translife Limited Returns Policy

At Translife Limited, we want you to be completely satisfied with your purchase. Please read our returns policy carefully to understand your rights and responsibilities regarding cancellations, returns, and refunds.

1. Cancelling Your Order

• If you cancel under the Consumer Contracts Regulations, you must return any goods before a refund can be issued.

• Translife reserves the right to apply a cancellation fee of 20% of the sales value for items placed on sub-suppliers or on back-order where cancellation or return is not allowed. This mainly applies to wigs and footwear.

2. Courier Returns

• Parcels returned due to non-collection will be held, and the client will be notified. Reposting is at the client’s expense.

• For items sent via DHL, a returned parcel will incur an additional £19 charge, reflecting DHL fees for non-collected items.

3. Returns and Refunds

• Contact us within 14 days of receiving your item if it is unsuitable. Returns must be arranged via email or recorded post.

• A Return Authorisation (RA) number will be issued if applicable, along with the return address.

• Notice of exchange or cancellation must also be given within 14 days of receiving the goods.

• Items must be returned in original condition, unworn, with all labels intact.

• Refunds or exchanges will be provided if conditions are met.

• Restocking fees may apply to wigs, silicone hip pads, and footwear that are not exchanged or replaced.

• Returns beyond 31 days from dispatch/receipt will not be accepted unless agreed in writing.

• All items are inspected upon return. Any faults, marks, or damage may result in a reduced refund of up to 50%.

• Items must be returned with original packaging; footwear without original boxes will incur a 50% reduction in return value.

4. Special Conditions

• Undergarments & Hosiery: No returns accepted for hygiene reasons.

• Breast Forms: Cannot be returned if adhesives have been used or forms attached. Foam forms are inspected for surface damage.

• Wigs: Restocking fee of £35 or 20% of the wig value, whichever is greater, if not exchanged or replaced.

• Footwear: Restocking fee of £15 per pair or 20% of product value if not exchanged or replaced. Original postage will be deducted from all footwear refunds.

General: All clothing/items are checked for signs of wear. Items found dirty or showing abnormal wear may not be refunded; they will be returned to the client.

5. Costs and Refund Process

• Clients are responsible for return shipping costs.

• For exchanged items, Translife will cover the shipping cost of the replacement.

• For cancelled orders prior to dispatch, a full refund (including shipping and taxes) will be issued within 24–48 hours.

• Delivery costs will not be refunded for cancellations after dispatch.

• Applicable restocking fees will be deducted from refunds.

• Always obtain proof of postage for returns and keep it until your refund or replacement is received.

6. Non-UK Customers

• Mark your package as ‘RETURNED GOODS’ to avoid customs delays.

• Use an insured, traceable shipping method and keep all documentation to claim with the carrier if the package is lost.