Refund policy
TrenzBuy Return & Refund Policy
At TrenzBuy, we aim to deliver quality products. Please read our return and refund policy carefully before making a purchase.
Return Window
- Customers can request a return within 3 to 5 days from the date of delivery.
- Requests made after 5 days will not be accepted under any circumstances.
Mandatory Unboxing Video (Important)
- A clear unboxing video is required to process any return or refund.
- The video must:
- Start before opening the package
- Clearly show the sealed package, label, and product condition
- Be continuous (no cuts or edits)
- Without an unboxing video, returns/refunds will NOT be accepted for damaged, missing, or incorrect items.
Eligibility for Returns
To qualify for a return:
- Item must be unused, unworn, and in original condition
- All tags, packaging, and accessories must be intact
- Must provide order ID / proof of purchase
- Must include the unboxing video (mandatory for claims)
Non-Returnable Items
- Used or worn products
- Items damaged by the customer
- Products without original packaging
- Final sale or clearance items
- Claims without unboxing video (for damage/defect issues)
Return Process
- Contact our support team within 3–5 days of delivery
- Share:
- Order ID
- Reason for return
- Unboxing video (mandatory for damaged/wrong items)
- After approval, return instructions will be provided
Refund Policy
- Once the returned item is received and inspected:
- Refund will be approved or rejected
- If approved:
- Refund will be processed within 5–7 business days
- Amount will be credited to the original payment method
Shipping Charges
- Free return: If item is damaged, defective, or incorrect (with valid unboxing video)
- Customer pays shipping: For other return reasons (change of mind, size issue, etc.)
Damaged / Wrong Item
- Must be reported within 48 hours of delivery
- Unboxing video is compulsory
- Eligible for replacement or full refund