About This Policy
This draft policy applies where Trigafilms sells or supplies physical products such as DVDs, printed material or other goods that need to be posted.
Digital content, streaming access and memberships are covered separately in the Refunds, Cancellations & Digital Content policy.
Dispatch And Delivery
We aim to dispatch physical products within a reasonable time after payment has been received and the order has been accepted. Delivery times may vary depending on stock, address, postal service and external delays.
Any delivery estimates are estimates only unless expressly stated otherwise at checkout.
Packaging
Where physical products are posted, we aim to use discreet packaging. Packaging details should be reviewed before launch to ensure this statement matches the actual fulfilment process.
Missing Or Delayed Orders
If your order has not arrived within the expected time, contact us with your order number, name, delivery address and email address used at checkout.
We may ask you to allow time for postal delays before treating an item as lost, depending on the delivery method and destination.
Damaged Or Incorrect Goods
If goods arrive damaged, faulty or incorrect, contact us as soon as possible. Please include your order details and, where practical, photographs of the packaging and item.
Where a fault or fulfilment error is confirmed, we may offer a replacement, repair, refund or another suitable remedy.
Returns
Returns should not be sent without contacting us first. Some sealed media or hygiene-sensitive items may not be returnable once opened unless faulty.
The final legal wording should be checked against the exact products sold, packaging, fulfilment method and consumer cancellation process.