Your Legal Rights
We are committed to ensuring you understand your consumer rights when shopping with The Transport Lounge.
Faulty, Defective or Misdescribed Items
Within 30 days of delivery: If your item is faulty, not as described, or not fit for purpose, you are entitled to a full refund. We will cover all return shipping costs.
Between 30 days and 6 months: You have the right to a repair or replacement. If neither is possible or satisfactory, you can request a refund.
After 6 months: You may still be entitled to a repair or refund if you can show the fault was present when you received the item.
To report a problem with your order, please contact us at hello@thetransportlounge.com within 4 weeks of delivery. For packages lost in transit, contact us within 4 weeks of the estimated delivery date.
Change of Mind Returns (Online Purchases)
14-Day Cancellation Period: When you purchase from us online, you have the right to cancel your order for any reason within 14 days of receiving your goods, with no questions asked.
How to cancel: Email us at hello@thetransportlounge.com within 14 days of receiving your order to notify us of your cancellation.
Returning your items: You then have a further 14 days from the date you notify us to return the goods. Items must be returned in their original, unused condition with all packaging and tags intact.
Return shipping costs: For change-of-mind returns, you are responsible for the cost of return shipping unless the item is faulty or misdescribed.
Refunds: Once we receive and inspect your returned item, we will issue a refund within 14 days, including the standard delivery charge you originally paid (if applicable).
Exceptions to the 14-Day Cancellation Right
The following items cannot be returned under the change-of-mind policy:
- Personalised or custom-made items created to your specifications
- Sealed goods that have been unsealed after delivery and are not suitable for return due to health or hygiene reasons
- Perishable items
These exceptions are set out in the Consumer Contracts Regulations 2013. You still have full rights to return these items if they are faulty or misdescribed.
Returns Process
Before returning any item, please contact us first to ensure a smooth returns process and receive return instructions.
Return address: All items must be returned to our UK facility. We will provide the full address when you contact us.
Confirmation: When we receive your returned item, we will send you an email confirmation.
Unclaimed returns: If we are unable to contact you after receiving a return, unclaimed items will be donated to charity after 4 weeks.
Delivery Issues
Incorrect Address: If you provide an address that the courier cannot deliver to, the shipment will be returned to our facility. You will be responsible for reshipment costs once we have confirmed a corrected address with you.
Unclaimed Shipments: If a shipment goes unclaimed and is returned to us, you will be responsible for reshipment costs.
If you have not registered an account and a shipment is returned due to an incorrect address or failure to claim it, the items will be donated to charity (without a refund being issued) unless arrangements are made within 4 weeks.
Refund Processing
- Refunds for faulty/misdescribed items: Issued within 14 days of us receiving the return
- Refunds for change-of-mind returns: Issued within 14 days of receiving the item back in saleable condition
- Refunds will be processed to your original payment method
EU Consumer Rights
For EU customers: In accordance with Article 16(c) and (e) of Directive 2011/83/EU on consumer rights, the right of withdrawal does not apply to:
- Goods made to the consumer's specifications or clearly personalised
- Sealed goods unsealed after delivery that are unsuitable for return due to health protection or hygiene reasons
US Consumer Rights
For US customers: While US federal law does not require us to accept returns for non-faulty goods, we offer the same 14-day change-of-mind return period as a matter of company policy. State laws may provide additional protections.
Contact Us
If you have any questions about returns or need to start a return, please contact us:
Email: hello@thetransportlounge.com
We aim to respond to all enquiries within 48 hours.
Governing Law
This policy is governed by English law. Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015, Consumer Contracts Regulations 2013, or other applicable consumer protection legislation.
Last updated: 7th November 2025