Return & Refund Policy

Thank you for shopping with Trelanto. Please inspect your items as soon as possible after receiving them. If you notice any issues, please contact us promptly.

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

1. Defective, Damaged, or Incorrect Items

If an item you receive has an obvious defect, was damaged during delivery, or is not the item you ordered, please contact us within 7 days of receiving it. Please provide your order number, a description of the issue, and clear photographs. Where applicable, please also provide photographs of the external packaging.

Once the issue has been confirmed, we will arrange an exchange, replacement, refund, or another reasonable solution, depending on the circumstances. We will cover reasonable processing costs arising from these situations.

If only some items in an order are defective, damaged during delivery, or incorrect, we will first address the affected items. Any other items in the same order that do not have a quality issue will remain subject to the non-defective return rules if you wish to return them.

If the entire order is affected by an issue caused by us, such as all items being incorrect, the entire shipment being damaged, or the order otherwise being impossible to fulfil properly, we will cover reasonable processing costs according to the circumstances.

2. Returns for Reasons Unrelated to Product Quality

If an item is not defective but you wish to return it for a personal reason, such as not liking it, ordering the wrong item, choosing an unsuitable size, or changing your mind, you may contact us within 14 days of receiving the item to request a return.

Returns for reasons unrelated to product quality must meet the following conditions:

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

• The original packaging, labels, accessories, and gifts are complete;

• The item remains suitable for resale;

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

• The return request has been approved by us.

We may be unable to process items returned without prior approval.

For returns unrelated to product quality, the buyer is responsible for the return shipping costs. The original shipping charge, return shipping charge, and any delivery-related costs already incurred are non-refundable.

3. Multi-Item Orders and Free-Shipping Orders

If an order contains multiple items and you return only some of them, we will reassess whether the order still qualifies for free shipping based on the value of the items you ultimately keep.

If the value of the items retained after the return still meets the free-shipping threshold, the original free-shipping benefit will remain unchanged.

If the value of the retained items falls below the free-shipping threshold, we may deduct from the refund the standard shipping charge that would originally have applied to the order.

If only some items in the order are defective, damaged during delivery, or incorrect, the affected items will be handled under the defective-item rules. Any other items without a quality issue that you wish to return will remain subject to the non-defective return rules and may also be subject to the free-shipping recalculation described above.

4. Items Not Eligible for Return or Exchange

Returns or exchanges are generally not accepted in the following circumstances:

• The item has been used, worn, washed, damaged, or is no longer suitable for resale;

• The item was damaged because of improper use or storage by the customer;

• The item was customized or specially ordered;

• The item was sold as clearance or final sale and was clearly marked as non-returnable;

• The item is unsuitable for return for hygiene reasons, such as earrings or personal accessories that have been opened or worn;

• Accessories, packaging, labels, or gifts are incomplete;

• The return request was made after the applicable deadline;

• The item was returned without prior approval.

5. Colour and Minor Variations

Product colours, dimensions, textures, or details may differ slightly from the images because of screen displays, photography lighting, measurement methods, or production batches.

Minor colour variations, reasonable measurement differences, or slight variations that do not affect normal use are generally not considered product defects.

6. Refunds

Within 5 business days of receiving your returned item, we will complete our inspection and notify you whether it qualifies for a refund. If approved, we will initiate the refund to your original payment method within that same period.

This timeframe covers our inspection and initiation of the refund, not the time it takes for the funds to appear in your account. Your bank, card issuer, or payment platform may require additional processing time, and the actual time for the funds to appear depends on the institution involved.

Most refunds are expected to be received within 30 days after we receive the returned item. Some credit card refunds may take 1 to 2 billing cycles, depending on the card issuer.

If we have confirmed that your refund has been initiated but you have not received the funds after an extended period, please contact us so we can help investigate.

7. How to Contact Us

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

• Your order number;

• The recipient’s name;

• Your contact email address;

• A description of the issue;

• Photographs of the item;

• Your preferred resolution.

We will respond as soon as reasonably possible after receiving your request and explain the next steps.