Politique de remboursement

RETURN & REFUND POLICY
Last updated: 30 August 2026

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RETURN WINDOW
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We accept return requests within 30 days of the date you receive your item.

If you are located in the European Union, you also have the statutory right to
cancel your order within 14 days of receipt under the EU Consumer Rights
Directive, without providing a reason. This right applies to eligible purchases
shipped into the EU.

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RETURN ELIGIBILITY
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To be eligible for a return, your item must:
- Be in the same condition in which it was received — unworn, unused, and
undamaged
- Have all original tags attached
- Be in its original packaging
- Be accompanied by your receipt or proof of purchase

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HOW TO INITIATE A RETURN
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Please include your order number and a brief description of the reason for your
return. We will review your request and, if approved, send you return
instructions and the verified return address.

Do not send items back without first receiving written confirmation from us.
Items returned without prior authorisation may not be accepted.

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RETURN ADDRESS (AFTER AUTHORISATION ONLY)
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Trenvelo
31 Rue Châteauvert
26000 Valence
France

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RETURN SHIPPING COSTS
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For standard returns (change of mind, wrong size, no longer wanted), the
customer is responsible for the cost of return shipping.

Return shipping costs paid by the customer are non-refundable unless otherwise
required by applicable law.

If your return is the result of a damaged, defective, or incorrect item received
due to an error on our part, Trenvelo will cover the reasonable cost of return
shipping or provide an appropriate return shipping solution.

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DAMAGED, DEFECTIVE OR INCORRECT ITEMS
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Please inspect your order when you receive it. If your item is defective,
damaged, or if you received the wrong item, contact us immediately at
support@trenvelo.com. We will assess the situation and work with you to resolve
it as quickly as possible.

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NON-RETURNABLE ITEMS
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The following items cannot be returned:
- Perishable goods (food, flowers, plants)
- Custom or personalised products
- Personal care or hygiene products where return restrictions apply
- Hazardous materials, flammable liquids, or gases
- Gift cards
- Digital downloads or software once delivered

Sale items may be subject to specific return conditions clearly disclosed at
the time of purchase and applicable consumer law.

If you are unsure whether your item is eligible for return, contact us before
initiating a request.

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EXCHANGES
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We do not process direct exchanges. If you would like a different item, please
initiate a return for the unwanted item and place a new separate order.

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ORDER CANCELLATIONS
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Once an order has been accepted and processed, we may be unable to cancel it
before dispatch. If you wish to cancel, contact us as soon as possible at
support@trenvelo.com. We will do our best to accommodate requests received
before fulfilment, but cannot guarantee cancellation once an order is in
processing.

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REFUNDS
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Once we have received and inspected your returned item, we will notify you of
the outcome. If your return is approved, a refund will be issued to your
original payment method within 10 business days.

Please allow additional time for your bank or card provider to process and post
the refund to your account.

If more than 15 business days have passed since your return was approved and
you have not received your refund, please contact us at support@trenvelo.com.

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RESTOCKING FEES
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No restocking fee is charged.

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CONTACT
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Email: support@trenvelo.com
Address: 31 Rue Châteauvert, 26000 Valence, France
Phone: +33 6 35 92 95 74
Website: trenvelo.com