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Exchanges, Returns & Refunds

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Très Elite places high importance on customer satisfaction and aims to offer a seamless and convenient return process. However, there are certain products that are non-returnable, non-exchangeable, and non-refundable due to various reasons, including hygiene concerns, customization, bulk orders, and other factors. We bring this to your attention to enable you to make informed purchasing decisions and avoid any inconvinience or potential disappointment.

We highly recommend following our return policy to ensure a satisfactory shopping experience. Please note that we cannot guarantee your satisfaction if our return policy is not adhered to.

Non-returnable Categories

Categories Non-Returnable Items
Special orders
Hygiene items
Other merchandise
Sales and promotional items
CD, DVD or software
Digital goods
Faulty claims
Unclaimed & Non-deliverable orders


List of Non-returnable Merchandise

  1. Special Orders

    • Gift cards
    • Pre-orders
    • International orders
    • Wholesale or bulk orders
    • Occasional and seasonal items
    • Fresh cut flowers and all grocery categories
    • Overseas technology and electronic accessories
    • Monogrammed or personalized items
    • Made-to-order or custom items
  2. Hygiene Items

    • Masks
    • Makeup products
    • Eyelashes, nail polishes, and wigs
    • Undergarments and swimwear
  3. Other Merchandise

    • Ceramic dinnerware
    • Home furniture, mattresses, and bedding
    • Items damaged through normal wear and tear
    • All Cash on delivery and Delivery Duty Paid orders
    • All products shipped from overseas or from other countries
    • All products delivered by vendor after signing the delivery slip
  4. Sales and Promotional Items

    • All sales, clearance, promotional, flash sales, and discount items
  5. CDs, DVDs, or Software

    • If you break the seal on the wrapping, etc.
  6. Digital Goods

    • Such as mobile top-up cards, digital books, and downloadable products
  7. Faulty Claims

    • At our company, we strive to ensure that every order is fulfilled to the best of our ability. However, we understand that certain orders may require time-sensitive delivery or customization. Therefore, we have a policy in place for orders with faulty claims to protect our customers and our business.
      • Orders with time-sensitive delivery requirements:
        • Please note that we do not offer a time-sensitive delivery service. We only offer express delivery services. This is because we have no control over delivery, especially for bulk and international orders, and products ordered shortly before events or occasions.
      • Incorrect personalization or failure to notify us with modification requests within 60 minutes of placing the order:

        • Please ensure that all customization information and instructions are clear and accurate before submitting your order. If you fail to provide us with the correct information or notify us of any modifications within 60 minutes of placing the order, the item will be shipped as is and will not be eligible for return or exchange.
  • Non-Deliverable Orders
    • All unclaimed and non-deliverable orders due to the wrong address or wrong information provided.

Our Non-Returnable Items Policy is designed to ensure that our customers receive only high-quality service. We understand that some items cannot be returned for various reasons, and we appreciate your understanding in this matter. Please review this policy before making any purchases to avoid any misunderstandings.If you have any questions or concerns, please feel free to contact our customer support team, and we will be happy to assist you.

If you need to modify an order, please do so within 60 minutes of placing it, or modifications may be refused, or, if possible, may incur a $25 fee plus stocking and upgraded service fees. Original shipping fees, customs, and duties charges are non-refundable. Please note that returns and exchanges are not permitted between major holidays, such as Halloween, Black Friday, Cyber Monday, or on December 26 and 27.

If you have any questions or concerns regarding your order, please contact us beforehand. We appreciate your understanding in this matter and will do our best to accommodate your needs while maintaining our high standards of service.

To receive a refund, eligible items must be returned within 7 calendar days of delivery, in their original condition, with the tags, receipt, and packaging. Refunds will be issued to the original payment method.

We kindly ask that you read and adhere to our return policy to ensure that your returns are accepted. Please do not hesitate to contact our customer service team if you have any questions or concerns.

*Please note that the terms and conditions of this policy, which apply to all of the aforementioned groups, are subject to change at any time. We encourage you to review this policy regularly to ensure that you are aware of any updates or modifications.

Making a Return at Très Elite

Très Elite is committed to providing you with an exceptional shopping experience, and we understand that sometimes a purchase may not meet your expectations. We are pleased to offer a Full Satisfaction Guarantee on all our merchandise, with a simple and hassle-free return policy.

Return Authorization and Timeframe

To initiate a return, please request a Return Authorization Number within 14 days of receiving your order. You will then have an additional 14 days to return the item(s). If you fail to request a Return Authorization Number within the timeframe, your return may not be accepted.

Return Options

We offer three options for returns: a refund, store credit, or an exchange. We want to ensure that you are completely satisfied with your purchase and will do everything we can to make that happen.

Return Costs

Please note that when return an eligible item. All shipping costs, customs and duties charges are applicable, even if the shipment was free of charge when placing the order, these will be deducted from the refund amount. However, if you choose to receive store credit, Très Elite will cover the cost of any charges incurred.

Return Policy Overview

To summarize, here is an overview of our return policy:

  • Return Authorization Numbers for eligible return order must be requested within 7 days of receiving your order.
  • Eligible unsuitable items must be returned within 3 days of receiving the Return Authorization Number.
  • We offer three return options: a refund, store credit, or an exchange.
  • Restocking fees, shipping costs, customs and duties charges may be deducted from the refund amount.
  • When you prefer to receive our online store credit for eligible and refundable order, Très Elite will cover the cost of any charges incurred.

Très Elite Satisfaction Guarantee

We pride ourselves on offering only the best selected products and service to our customers. Our Satisfaction Guarantee ensures that you will be happy with your purchase or we will do everything we can to make it right.

Please note that we cannot guarantee your satisfaction if you are not following our return policy.

We hope this information helps you feel confident in your purchase and our return policy. If you have any questions or concerns, please do not hesitate to reach out to our customer service team for assistance.

100% Buyer Protection (BP)

Satisfaction Guaranteed (SG)

Coverage of return policy

7 calendar days 7 calendar days
Change of mind Not Available Not Available
Money back guarantee* Yes Yes

Très Elite verified-service of sellers

Yes Yes

Return Period: You may return your item within 7 calendar days from the date you received it. The countdown starts from the date you received the item until the time you fill out the Online Returns Form.

Online Returns Form: To initiate a return, please fill out the Online Returns Form. This form must be completed within the 7-day return period.

Return Condition: To be eligible for a return, the item must be unused and in its original packaging, with all tags and labels attached. The item must also be in the same condition as when you received it.

Return Process: Once we receive your return request, we will send you a confirmation email with instructions on how to proceed with the return process. Please note that we may request additional information to process your return.

Refund: We will issue a refund within 7-14 business days from the date we receive your returned item. The refund amount will be credited to your original method of payment.

* Please note that your returns will only be accepted if the requests mentioned above and following conditions are met. We reserve the right to deny any returns that do not meet the requirements mentioned.

x: Not Required | ✓: Required

Return Reasons


(free gifts, accessories)
Tags & labels





Does not fit**
(for fashion products)


Not as advertised


Wrong item delivered


Missing parts / Items



Change of mind***

*Damaged parcels must be reported within 24 hours of receipt.
** Not applicable to products sold by an overseas seller (products shipped from another country to your country)
*** Certain product categories or conditions cannot be returned due to regulatory or hygiene issues, and therefore, cannot be refunded for change of mind or refused shipment. Please review the list below to ensure that you are aware of these restrictions and understand that changing your mind about a purchase without any valid reason does not automatically entitle you to a refund.

MANDATORY: All eligible return orders must include the original product packaging and price tags, as well as the item. Otherwise, the return will be rejected. In the unlikely event that your return is invalid, our Customer Service will notify you and have it returned to you at your expense.

Original shipping and handling fees are not refundable, even if they were waived when the purchase was placed. They will be deducted from the refund for any qualifying returns of goods or orders. If you got FREE upgraded on a qualified for return order but are returning it, the cost of free expedited delivery will also be deducted from your refund. You will also be responsible for all associated fees, stocking fees, and custom fees for delivery duty paid order, as well as the cost of returning the item to our warehouse. For your security, we suggest selecting a shipping method that includes tracking and insurance since we are not responsible for any loss or damage to the shipment until it reaches us.

Wrong Address Issues

  • In order to ensure that your package arrives at the correct destination, it is important to carefully verify your address information before submitting your order. Please take note of the following guidelines:
Responsibility Address Verification Consequences Solutions
Buyer's Responsibility Double-check your information and address before submitting order If the package is sent to the wrong address, it is not our responsibility Verify address before submitting the order
We promptly process your order, therefore after 60 minutes we can't guarantee any changes. If no modification requests are made within 60 minutes of placing the order, packages will be sent as is and may be delivered to the wrong address. Send modification request, if any, and within 60 minutes after placing the order
Address changes cannot be made if order is already processing or shipped Packages may be sent to the wrong address and we are unable to handle this, please contact your local post office to resolve the issue Verify address before submitting the order
Package returned due to incorrect address If package is returned, exchange or refund will be provided after any necessary deductions Return package at your own expenses Contact us for assistance
  • Double-checking address information before submitting the order is the buyer's responsibility. In the event that the package is sent to the wrong address, we cannot be held responsible.
  • As we process orders immediately, it is not always possible to make address changes after 60 minutes of placing an order. Failure to send a modification request within this time frame may result in packages being sent to the wrong address.
  • Once an order has entered the processing or shipping stage, it is not possible to make any changes to the address information. If the package is sent to the wrong address as a result of incorrect information provided, we are unable to handle the issue and ask that you contact your local post office for resolution.
  • We are unable to redirect your order once it has been shipped; therefore, please ensure that someone is available to sign for your parcel.
  • We reserve the right to cancel your order due to logistical difficulties in delivering to certain remote areas. Our Customer Service team will notify you of the cancellation and/or such conditions as soon as reasonably possible after you place your order.
  • If your package is returned due to incorrect address information, we will gladly exchange it or refund you after any necessary deductions. Please keep in mind that the cost of both shipments, as well as any associated fees, will be deducted from the refund.

We strongly advise all customers to carefully verify their address information before submitting their orders to ensure that their packages arrive at the intended destination.


    Eligibility Handling Fee Refusal Fee Detail
    For packages that are not collected within 7 days
    No fee will be charged if package is collected within 7 days
    A handling fee will be charged if package is not collected within 7 days
    For refused or unclaimed packages
    No fee will be charged if package is accepted and claimed
    A refusal fee will be charged if package is refused or unclaimed
    The refusal fee is 25% restocking fees + shipping & handling charges
    The amount will be issued as online credit
    The credit never expires and cannot be refunded to credit card


    Package Handling Fee

    • If a package is not collected from your post office within 7 days, Très Elite reserves the right to charge a handling fee to cover return shipping and restocking fees. This fee will be calculated based on the size and weight of the package, and will be deducted from the original payment method.

    Refusal Fee

    • If a customer refuses a shipment or fails to claim a package shipped to them, they will be charged double the shipping fee to cover transportation costs both ways and restocking fees incurred while returning the goods to Très Elite. This refusal fee includes 25% restocking fees and shipping and handling charges. The amount charged will be issued as an online credit, which never expires and will not be refunded to the customer's credit card.

      Return Policy and Order Cancellation Details by Très Elite

      Inquiry Policy
      Return Policy for eligible Bundled Items All eligible items in the bundle must be returned in order for the return to be processed
      Return Policy for Items Delivered by Vendor You may only return the eligible item if it is defective or damaged. Returns are not accepted for ineligible items, or change of mind after proof of delivery is signed
      Replacement for Valid Returned Items and Canceled Orders Replacement must be requested immediately upon returning the eligible item or within 24 hours of order cancellation. For online orders, cancellation can be done within 30 minutes of placing the order. However, for Buy Online, Pick Up In-Store or Same-Day Delivery, the cancellation window is only 15 minutes
      Order Amendment and Coupon Code Addition Once the order is confirmed, amendments or coupon codes cannot be added to the order.
      Cancellation Request Details Acceptance of cancellation requests is subject to the individual seller's discretion. Submitting a request does not automatically cancel your order.

      We guarantee to refund unworn or unwashed items when you return it in sellable condition, with the original receipt and packaging, within 28 days of delivery. Refunds will be credited to your original method of payment. In the interest of hygiene, earrings, cosmetics and underwear may not be refunded or exchanged at any time. Swimwear may not be returned if the hygiene seal is broken. No items may be returned or exchanged between major holidays, ie; Black Friday and Cyber Monday or on December 26 and 27, etc... 

      Eligibility Condition Return Process Additional Information
      New and unused condition Return item in original boxes with all paperwork, parts, and accessories Item must not show signs of wear or alteration
      Used or altered condition Not eligible for return Signs of wear or alteration indicate item has been used
      Très Elite error Return item in original boxes with all paperwork, parts, and accessories Shipping cost for replacement item will be covered by Très Elite
      Lower value exchange Return item in original boxes with all paperwork, parts, and accessories Difference in value will be given as store credit


          GIFT CARD

          Gift cards cannot be redeemed for cash or refunded. All returned items purchased with a gift card will be refunded as merchandise credit back onto the gift card.

          Eligibility Gift Card Detail Status
          Redemption Très Elite gift card can be redeemed for merchandise at any of their online stores. The card must be paid for and activated before it has any value. N/A
          Terms and Conditions Acceptance of the terms and conditions is necessary for issuance and use of the gift card. The terms and conditions are subject to revision at any time without notice. N/A
          Balance The balance of the gift card will be reduced by the amount of purchases made using the card. The residual value will be displayed on the purchase receipt. N/A
          Expiration Très Elite gift card has no expiration date. It cannot be refunded for cash or redeemed. N/A
          Lost or Stolen Cards Très Elite is not responsible for lost or stolen gift cards or any unauthorized use of the cards. N/A
          Damaged Cards Très Elite gift card is not valid if damaged or unreadable.


            • Free gifts with purchase must be returned with your purchase to be eligible for a refund. You can also choose to return the purchase for an exchange or store credit while keeping the Free Gift.


              If you receive a damaged or defective item, please contact our Customer Service team as soon as possible, within 24 hours of delivery. To help us resolve the issue promptly, please provide us with the following information:

              • Your order number from the original confirmation e-mail
              • Your e-mail address and phone number

              If the damage to the carton is extensive, we recommend that you refuse the order and contact our Customer Service team immediately. Please make sure to have your order number on hand when contacting us for assistance.

              Eligibility Details Refunds
              ✔️ The item is damaged or defective. Eligible for a refund or store credit.
              The item is not damaged or defective. Not eligible for a refund or store credit.


              Returns Process for damaged or defective items

              All items properly returned under this policy are eligible for a refund or store credit, at your option. The full purchase price (shipping excluded) will be credited when Très Elite has received and processed your eligible return, typically within 7-10 business days after the item is delivered back to us. You can check the status of your return within the My Account area or by contacting us.


              If you choose a refund, we will email you when the credit has been submitted to your credit card. Please note that credit card companies vary in the time it takes for a "credit" to appear on your monthly statement. Please allow one to two billing cycles for the refund to appear on your statement.


              The following table outlines our return policy and procedures for exchanging, store credits, and refunds. Please read carefully before initiating a return.

              Eligibility Return Window Notification Return Timeframe Refund Policy Return Label Fee
              7 calendar days from delivery date Within 24 hours of receiving item 3 business days from notification Store credits and exchanges only $0.00 for exchange and store credit, 25% or at your own expense for refund
              More than 7 calendar days from delivery date No notification within 24 hours of receiving item More than 3 business days from notification No refunds, store credits or exchanges possible $0.00 for exchange and store credit, 25% or at your own expense for refund
              Items not in their original condition, damaged or missing parts for reasons not due to our error - - No refunds, store credits or exchanges possible $0.00 for exchange and store credit, 25% or at your own expense for refund


              Items are eligible for return if they meet the following criteria:

              • The eligible item is within the 14 calendar days from the delivery date.
              • The notification of the eligible return is made within 24 hours of receiving the item.
              • The return label is used to send the eligible item within 3 business days from notification.

              Return Policy for exchanged, returnable items

              We offer store credits and exchanges for eligible items. For refunds, a 25% restocking fee will be deducted or you may choose to pay for the return label at your own expense. Please note that we cannot guarantee refunds for further returned exchanged items, and that stocking, shipping and handling fees for new orders may apply.

              Return Label Fee:

              The return label fee is $0.00 for exchanges and store credits. For refunds, a 25% restocking fee will be deducted from the refund or you may choose to pay for the return label at your own expense. Please note that you may be required to pay the cost of returning a shipment to our warehouse until it reaches us.

              Please be aware that items not meeting the eligibility criteria, such as those returned after 7 calendar days from the delivery date, or damaged due to reasons not due to our error, will not be eligible for returns, refunds, or exchanges.


                You are going to make a return of the certain item(s). Now we have a specified procedure to follow. It means that you need to register your return online.
                To do so, please log in here. You will use your email address and the correspondent order number.


                1. Fill the Return Form in.

                2. Reuse of the same packaging.

                3. Prepare items and make the return parcel securely packed.

                4. Use a return label to send the package back.

                If you have received a set of the return documents enclosed with your order (a Return Form and a Return Label). Please fill in the Return Form carefully and enclose it with your return parcel. If not, please contact us immediatly, please note that it's very important for us to get the return reason code to process every product accordingly. In some cases, the customers may need to register a return online following the instructions on the Return Form.
                You have to return the item in its original packaging, and you do need to make sure it’s packaged in a way that means it doesn’t get damaged. Our sellers can ask you to pay if something gets damaged because it wasn’t packaged properly. We can also ask you to pay (or reduce your refund) if you’ve reduced the value of the item, eg, if you wore shoes outside and scuffed the soles, etc...We encourage you to use the original parcel package to pack the items you wish to return. Our company goes green and we are struggling to eliminate the wastes around the world.
                Please pack each item in the original packaging that the goods arrived in, and make sure all the tags and labels remain attached to the product. Regrettably, we won't be able to accept the return if the item has been used, damaged, or the tags and labels were removed. Put the goods inside the package and remember to enclose a filled in Return Form as well.
                When you're done with all previous steps, the return package is ready to be delivered to the closest pick-up point to be given to a selected carrier. To make a return, it's important to use the same carrier as the one initially chosen to deliver your order. Following this simple rule allows us to eliminate the mistakes and losses of returns on routing. When the return arrives and the parcel is processed, you will be immediately notified via email about your return acceptance.

                *We reserve the right to modify our Terms and Conditions of Use, including our Privacy Policy, at any time and at our sole discretion, with or without prior notice to the User. Any modifications will be effective immediately upon public posting. By continuing to use our Service and this Site after any modifications have been made, you agree to accept these modified Terms.

                Thank you for choosing Très Elite for your online purchases. Please do not hesitate to contact us if you have any questions.

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