Política de reembolso

RETURNS & EXCHANGES POLICY

For full details and to initiate a return, please visit our dedicated portal:
👉 https://www.treselite.com/pages/returns-exchanges

1. Order Cancellations & Modifications

To ensure swift processing through our global fulfillment network, all cancellation or modification requests must be submitted within 60 minutes of placing your order.

Once this 60-minute window closes, your order immediately advances into supplier allocation, production, and logistics preparation. At this stage, cancellation is no longer a simple “undo” action. Reversing an order that has entered the active fulfillment stream triggers significant non-refundable operational costs, including supplier penalties, warehouse handling fees, physical packaging, and return-routing expenses.

Because these logistical commitments are incurred immediately, we are strictly unable to intercept or cancel orders once they have progressed beyond the initial 60-minute grace period.

2. Return Window & Authorization

Our standard return window is active strictly for 14 calendar days from the documented date of carrier delivery.

Return Authorization Required: You cannot return an item without prior approval. You must contact us to receive an official Return Authorization Number (RAN). Packages sent without a RAN will be rejected at our terminal or liquidated, resulting in a forfeiture of your refund.

3. Return Eligibility

To qualify for a return, your item must meet all the following conditions:

It is a returnable item (not special-order, bulk, custom, personalized, made-to-order, or pre-order)
It is completely unused and unworn, in its original condition
It is enclosed in the original factory packaging with all tags fully intact
You provide your receipt or proof of purchase

4. Strictly Non-Returnable Items

To maintain item integrity and hygiene standards, we cannot accept returns for:

Bulk orders, special orders, made-to-order, custom, or personalized items
Pre-order items
Perishable goods (food, flowers, plants)
Intimate, sanitary, or hygiene-critical products (e.g., swimwear, opened cosmetics)
Hazardous materials, flammable liquids, or gases
Digital/downloadable goods
Sale or clearance items (Strictly final sale)

5. Damaged, Defective, or Incorrect Items

All items must be inspected immediately upon delivery. If your item is delivered damaged, defective, or structurally incorrect, it must be reported to our support queue within 24 hours of delivery.

Mandatory Video Proof: You must supply a continuous, unedited unboxing video showcasing the intact shipping label, package seals, and immediate display of the defect. Failure to provide this video within the 24-hour window defaults to an absolute claim forfeiture.

We will cover the return shipping cost for verified claims of damaged, defective, or incorrectly sent items.

6. Discretionary Returns: Shipping Costs & Restocking Fees

If you are returning an eligible item for personal reasons (e.g., change of mind, wrong size selected, preference shift), you are responsible for the following costs:

Return Shipping & Import Duties:
You are responsible for all return freight fees, which must be sent via a trackable courier service. The only exception is if your item was originally shipped to you from a local domestic warehouse. Because our items navigate complex international logistics, you remain solely accountable for all inbound broker rates, import duties, and handling invoices triggered by the re-importation of your return.
Restocking Fee: A mandatory 10% to 25% restocking fee will be deducted from your refund to cover the costs of international processing, reverse customs clearing, and localized product re-calibration.

For items over $75, we strictly recommend using a trackable shipping method with insurance. We cannot guarantee receipt of returned items.

7. Exchanges

To exchange an item, you must first submit a standard return request. Once your return is approved and processed, you may place a new, separate order for the desired item.

8. EU 14-Day Cooling-Off Period

For customers residing in the European Union, you are permitted to cancel or return an order within 14 days of receiving it. Items must remain completely unused, in their original packaging, and include proof of purchase.

Please note that any VAT we prepaid, along with the original shipping costs, will be deducted from your refund, and you are solely responsible for all return shipping fees to send the item back to us.

Exemptions: Korean Cosmetics and selected Made-in-EU fashion products are strictly final sale per vendor policy and cannot be returned.

9. Refunds & Store Credit Exceptions

Once your return is received and inspected at our reverse sorting hub, you will receive an email confirming the approval or rejection of your return.

If approved, your standard refund (minus applicable restocking fees and non-refundable original shipping/VAT costs) will be issued to your original payment method within 10 business days. Please allow additional time for your bank or card issuer to post the funds.

Store Credit Defaults

Under specific operational circumstances, an approved return cannot be refunded to the original payment method and will strictly be issued as a Très Elite Store Credit (Digital Gift Card). This policy automatically applies in the following scenarios:

Post-Fulfillment Cancellations: If you initiate a return because you missed our strict 60-minute cancellation window, the net refund—after the deduction of all return shipping, inbound duties, VAT, and the 25% restocking fee—will be issued exclusively as store credit.
Invalid Payment Methods: If the original credit card used for the purchase has expired, been cancelled, or the associated account has been closed.
Courtesy Late Returns: If our support team authorizes a rare, one-time exception for a return that falls outside of our strict 14-day window, the cash refund is forfeited and replaced by store credit.
High-Frequency Return Profiles: To prevent logistical abuse, accounts demonstrating a pattern of excessive or frequent discretionary returns will have their refund eligibility restricted strictly to store credit.
Incomplete Original Packaging: If an authorized return arrives unused but is missing minor elements of its original factory packaging or tags, we may, at our absolute discretion, accept the return. In these cases, a cash refund is voided, and the balance is issued as store credit.
Partial Bundle Returns: If returning a single item from a promotional set, the pro-rated value will be refunded as store credit to maintain the integrity of the original promotion.
Gift Returns: If the item was marked as a gift and shipped directly to you, the return value will be issued exclusively as a gift credit.
Gift Card Purchases: Any portion of an order originally paid for using a Très Elite gift card or store credit will be refunded back to store credit.

10. Late or Missing Refunds

If you have not received an approved refund after 14 business days:

Check your bank account again.
Contact your credit card company or bank, as processing times vary.
If the issue remains unresolved, contact us via our support page.

Important: Communication Requirements

To ensure the reliable delivery of your return approvals, shipping labels, and status updates, please verify that your email address is entered correctly at checkout or within your support inquiry. Please note that unconfirmed email addresses may cause our correspondence to be filtered into your spam or junk folders. If you have not received a response within our standard service window, please reconnect via our 24/7 Live Chat to access your case updates directly."