Refund policy

REFUND & RETURN POLICY
Last updated: 23 September 2026
At Trenvelo, we want customers to have clear information about returns and refunds. This policy explains how return requests are handled.
30-DAY RETURN PERIOD
You may request a return within 30 days after receiving your order, subject to the eligibility conditions and exceptions below.
To be eligible for a return, the item must generally be in the same condition in which you received it, unworn or unused where applicable, with its original packaging, accessories and labels where reasonably required.
You will also need your order number or other proof of purchase.
HOW TO REQUEST A RETURN
Before returning an item, contact us at:
support@trenvelo.com
Please provide your order number, the item you wish to return and the reason for your request.
Do not send a product back without first contacting us and receiving the applicable return instructions. Because Trenvelo works with different suppliers and fulfilment locations, the correct return address may depend on the product.
RETURN SHIPPING
For standard returns such as change of mind, incorrect size selected by the customer, or other customer-requested returns, the customer may be responsible for return shipping costs unless applicable law provides otherwise.
If you receive an incorrect, damaged or defective item, contact us before returning it. We will review the issue and provide an appropriate solution in accordance with applicable law.
DAMAGED, DEFECTIVE OR INCORRECT ITEMS
Please inspect your order after delivery.
If an item arrives damaged, defective or different from what you ordered, contact us as soon as possible at support@trenvelo.com and include your order number and, where appropriate, photos or other information showing the issue.
We will review the request and provide the appropriate next steps.
ITEMS THAT CANNOT BE RETURNED
Certain products may not be eligible for return where permitted by applicable law, including:
• Personalized or custom-made products
• Perishable goods
• Products that cannot be returned for health or hygiene reasons after being unsealed or used
• Gift cards
• Other products excluded from return under applicable law
If you are unsure whether your product is eligible, contact us before sending it back.
EXCHANGES
If you would like a different size, colour or product, contact us at support@trenvelo.com. Availability depends on the product and supplier.
Where a direct exchange is not available, you may need to complete an eligible return and place a new order.
REFUNDS
Once an eligible returned item has been received and inspected, we will notify you of the outcome.
If the refund is approved, it will be issued to the original payment method. The time required for the refund to appear in your account may depend on your bank or payment provider.
Original shipping charges and return shipping costs may not be refundable unless required by applicable law or the return results from an incorrect, damaged or defective item for which Trenvelo is responsible.
CANCELLATIONS AND ORDER CHANGES
If you need to cancel or change an order, contact us as soon as possible at support@trenvelo.com.
We cannot guarantee cancellation or modification once processing or fulfilment has started.
EUROPEAN UNION CUSTOMERS
Where applicable, consumers in the European Union may have a statutory right to withdraw from a distance purchase within 14 days without giving a reason, subject to legal exceptions.
Trenvelo's 30-day return period does not remove or reduce any mandatory consumer rights available under applicable law.
CONTACT
For return or refund questions:
Email: support@trenvelo.com
Website: trenvelo.com