Refund Policy

 

This Return & Exchange Policy applies to all purchases made through our online store. Trinovela (hereinafter referred to as “we”) is committed to providing a clear and fair return and exchange process for customers.

Return & exchange validity period

Returns and exchanges are accepted within 30 days from the date of delivery confirmation. Requests submitted after this period may not be accepted.

Return & exchange conditions

You may request a return or exchange under the following circumstances:

• The item has visible appearance issues

• The item has quality-related defects

• The item has noticeable odor or significant color differences

• The received item does not match the order

• Return or exchange without a stated reason

Returned items must remain in a condition suitable for inspection.

Return process

1. Please contact us via email or phone to request a return. Provide your order number, payment confirmation, reason for return, and relevant photos or videos.

2. Our support team will review your request promptly. If approved, we will notify you using your contact details and provide a return address.

3. Please send the item back to the designated return address and wait for confirmation of receipt.

4. Once received, we will inspect the item to verify the reported issue. If approved, a refund will be arranged. For refund details, please refer to our refund policy.

Exchange process

1. Contact us via email or phone to request an exchange, providing your order number, payment confirmation, reason, and relevant photos or videos.

2. Our support team will review the request. Upon approval, we will notify you and provide a return address.

3. Return the item to the designated address and wait for receipt confirmation.

4. After inspection and approval, a replacement item will be shipped within 1–3 business days. For delivery timelines, please refer to our shipping policy.

Refund process

1. Refund method: Refunds will be returned to the original payment card used at checkout, including Visa or MasterCard.

2. Refund timeframe: Refunds are typically completed within 1–3 business days, depending on the card issuer.

3. If the refund is delayed beyond this timeframe, please contact us for assistance.

Return label information

In certain approved cases, we may provide return label guidance to ensure the return is processed accurately. Return labels, when applicable, must be used exactly as instructed. Unauthorized return methods may affect processing time or eligibility.

Cost responsibility

• If the return or exchange is due to appearance issues, quality defects, odor, significant color differences, or incorrect items, return shipping costs will be covered by us.

• If the return or exchange is requested without a stated reason, return shipping costs are the responsibility of the customer.

Responsibility statement

We are responsible for handling approved return and exchange requests in a timely and transparent manner. Customers are responsible for providing accurate information and returning items as instructed. Items damaged due to improper handling may not qualify.

Contact us

For return or exchange requests, please contact us using the information below:

E-mail: solutions@trinovela.com

Phone: +1 (619) 980-3883

Address: 3908 53RD PL APT 301, HYATTSVILLE, MD 20784, US

Opening Hours: Monday to Friday, 09:00 to 18:00 (Europe/London, GMT/BST)