Refund policy
At Treendoraa (“we,” “our,” or “us”), we are committed to ensuring your complete satisfaction with every purchase. This Return & Refund Policy outlines your rights and our procedures for returns, exchanges, and refunds. This policy complies with the Federal Trade Commission (FTC) Mail, Internet, or Telephone Order Merchandise Rule and applicable state consumer protection laws.
1. Return Window & Eligibility
We offer a 30-day return window from the date of delivery. To be eligible for a return:
- The return request must be initiated within 30 calendar days of delivery confirmation.
- The item must be in its original, unused, unworn, and undamaged condition.
- All original tags, labels, packaging materials, and accessories must be included.
- A valid proof of purchase (order confirmation email or order number) is required.
- The item must not fall under our Non-Returnable Items list (see Section 2).
⚠ Items That Cannot Be Returned
The following categories are final sale and not eligible for return, refund, or exchange unless defective:
- Clearance, flash sale, or marked-down “final sale” items
- Gift cards and store credit vouchers
- Personalized, customized, or made-to-order products
- Items showing signs of wear, washing, alteration, or damage after delivery
- Intimate apparel, swimwear, and hygiene-sensitive products (for health & safety reasons)
- Products missing original packaging, tags, or authentication cards
2. How to Initiate a Return
To start a return, please follow these steps:
- Contact Us: Email our support team at support@treendoraa.shop with your order number and reason for return.
- Receive Authorization: Our team will review your request and provide a Return Merchandise Authorization (RMA) number within 1-2 business days.
- Package Your Item: Securely pack the item in its original packaging with all tags and accessories attached. Clearly write the RMA number on the outside of the package.
- Ship the Return: Use a trackable shipping method to send the package to the address provided with your RMA. We strongly recommend purchasing shipping insurance for high-value items.
3. Return Shipping Costs
| Return Reason | Return Shipping Cost | Refund of Original Shipping |
|---|---|---|
| Defective or damaged item | Paid by Treendoraa (prepaid label) | Full refund included |
| Incorrect item sent | Paid by Treendoraa (prepaid label) | Full refund included |
| Item not as described | Paid by Treendoraa (prepaid label) | Full refund included |
| Change of mind / Wrong size | Paid by customer | Non-refundable |
| Other reasons | Paid by customer unless approved otherwise | Non-refundable |
4. Refund Process & Timeline
Once we receive and inspect your returned item:
- Inspection: We inspect the item within 2-3 business days of receipt to verify condition and eligibility.
- Notification: You will receive an email confirming whether your return has been approved or rejected.
- Refund Issued: Approved refunds are processed to the original payment method within 5-10 business days.
- Credit Appearance: Depending on your bank or card issuer, the refunded amount may take an additional 3-5 business days to appear on your statement.
💡 Partial Refunds
Partial refunds may be granted if an item is returned in a condition that reduces its resale value (e.g., missing tags, damaged packaging). The partial refund amount will be determined at our discretion based on the condition assessment.
5. Exchanges
We do not currently offer direct exchanges. If you need a different size, color, or product:
- Return the original item following the process above for a refund.
- Place a new order for the desired item on our website.
This ensures the fastest delivery of your new item, as popular sizes and colors may sell out quickly.
6. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or not what you ordered:
- Contact us within 7 days of delivery at support@treendoraa.shop.
- Include clear photos of the item and packaging, along with your order number.
- We will arrange a free replacement or issue a full refund, including original shipping costs.
- We may provide a prepaid return shipping label for defective or incorrect items.
7. Lost or Stolen Packages
Treendoraa is not responsible for packages that are lost or stolen after they have been marked as “Delivered” by the shipping carrier. If your package is lost in transit (not yet marked delivered), please contact us within 14 days of the expected delivery date so we can initiate an investigation with the carrier.
8. Cancellations
Orders can be cancelled for a full refund if the request is made within 2 hours of placing the order and before the order has been processed for shipment. Once an order has been shipped, it cannot be cancelled and must go through the return process.