Refund policy

Return & Refund Policy

Last Updated: July 5, 2026

At TrenzLive, customer satisfaction is our priority. If you are not completely satisfied with your purchase, please review our Return & Refund Policy below.

1. Return Eligibility

You may request a return if:

The product is damaged, defective, or incorrect upon delivery.
The return request is made within 7 days of receiving the order.
The product is unused, unwashed, and in its original condition with all tags, labels, accessories, and original packaging intact.

Products that do not meet these conditions may not be eligible for a return.

2. Non-Returnable Items

The following items are not eligible for return or exchange unless they are damaged or defective upon arrival:

Innerwear and intimate apparel
Personal care products
Gift cards
Digital products
Clearance or final sale items
Products damaged due to misuse or improper handling by the customer

3. Return Process

To request a return:

Contact our customer support within 7 days of delivery.
Provide your order number along with clear photos or videos of the product, if applicable.
Once your request is approved, we will provide return instructions.
Pack the item securely in its original packaging before handing it over to the courier.

Returns sent without prior approval may not be accepted.

4. Refunds

Once the returned item is received and inspected:

Approved refunds will be processed to the original payment method.
Refunds are generally completed within 5–10 business days, depending on your bank or payment provider.
Shipping charges are non-refundable unless the return is due to our error.

5. Exchanges

We offer exchanges for products that are:

Damaged
Defective
Incorrectly delivered

Exchanges are subject to product availability. If the requested item is unavailable, a refund or store credit may be offered.

6. Order Cancellation

Orders may be cancelled before they are shipped. Once an order has been dispatched, it cannot be cancelled and must follow the return process after delivery.

7. Damaged or Incorrect Orders

If you receive a damaged, defective, or incorrect item, please notify us within 48 hours of delivery with clear photographs or videos. We will review your request and provide a suitable resolution as quickly as possible.