Return & Refund Policy

Return and Exchange Policy

Thank you for shopping at Trelanto. Please check your items as soon as you receive your order. If there is any issue, please contact us promptly.

This policy applies to orders placed on the Trelanto website. This policy does not affect any rights you may have under applicable law.

1. Defective, Damaged or Incorrect Items

If you receive an item that has a clear quality defect, was damaged during shipping, or is not the item you ordered, please contact us within 7 days of receiving your order. Please provide your order number, a description of the issue, and clear photos. If applicable, please also provide photos of the outer packaging.

After reviewing the issue, we may offer a replacement, reshipment, refund, or another reasonable solution depending on the situation. Reasonable costs related to these issues will be covered by us.

If only some items in an order are defective, damaged during shipping, or incorrect, we will first resolve the issue for the affected items. Other items in the same order that do not have quality issues will be handled under our non-defective item return policy if you wish to return them.

If the entire order is affected due to an issue on our side, such as all items being incorrect, the whole order being damaged during shipping, or the order no longer being fulfillable, we will cover reasonable handling costs depending on the situation.

2. Returns for Non-Defective Items

If the item itself has no defect, but you wish to return it for personal reasons, such as changing your mind, ordering the wrong item, not liking the item, or choosing the wrong size, you may contact us within 14 days of receiving your order to request a return.

Returns for non-defective items must meet the following conditions:

• The item has not been used, worn, washed, or damaged;

• The item remains in its original packaging, with tags, accessories, and gifts complete;

• The item is in resellable condition;

• You can provide the order number or proof of purchase;

• The return request has been approved by us.

Items sent back without prior approval may not be processed.

For returns of non-defective items, the buyer is responsible for the return shipping cost. Original shipping fees, return shipping fees, and any shipping-related costs already incurred are non-refundable.

3. Orders with Multiple Items and Free Shipping

If an order contains multiple items and you return only part of the order, we will recalculate whether the final value of the items you keep still qualifies for free shipping.

If the value of the items you keep after the return still meets the free shipping threshold, the original free shipping benefit will not be affected.

If the value of the items you keep after the return falls below the free shipping threshold, we may deduct the standard shipping fee that would have applied to the order from your refund.

If only some items in an order are defective, damaged during shipping, or incorrect, the affected items will be handled as defective or incorrect items. Other items without quality issues, if returned, will still be handled under our non-defective item return policy and may be subject to the free shipping recalculation described above.

4. Items That Cannot Be Returned or Exchanged

The following items or situations are generally not eligible for return or exchange:

• Items that have been used, worn, washed, damaged, or are no longer in resellable condition;

• Damage caused by personal use or improper storage;

• Customized or specially ordered items;

• Clearance items or final sale items, if clearly marked as non-returnable on the product page;

• Items that are unsuitable for return for hygiene reasons, such as opened or worn earrings or other close-contact accessories;

• Items with missing accessories, packaging, tags, or gifts;

• Orders that exceed the return request period;

• Items sent back without prior approval.

5. Color Differences and Minor Variations

Due to screen display settings, lighting during photography, measurement methods, or production batch differences, the color, size, texture, or details of the item may vary slightly from the pictures.

Minor color differences, reasonable size variations, or small differences that do not affect normal use are generally not considered quality defects.

6. Refunds

After we receive and inspect the returned item, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method. Please note that banks, credit card companies, or payment platforms may need additional time to process the refund.

7. Contact Us

To request a return or exchange, please contact us through our website and provide:

• Order number;

• Recipient name;

• Contact email;

• Description of the issue;

• Product photos;

• Your preferred solution.

We will reply as soon as possible and provide the next steps.