Product Quality Standards, Returns & Exchanges Policy

At Très Elite, we specialize in curating hard-to-find, unique, high-quality, and problem-solving products sourced globally from independent labels, specialized manufacturers, dedicated production facilities, and selected international supply corridors, including Europe, South Korea, and other specialized sourcing regions.

Many of our products involve limited inventory, supplier allocation, production preparation, custom sizing, special sourcing, international freight, customs handling, localized import taxes, warehouse processing, or non-returnable commercial supplier frameworks.

Because our operation absorbs and coordinates complex cross-border freight, customs handling, payment processing, supplier commitments, localized import taxes, packaging labour, and logistics coordination, we maintain a structured return, cancellation, and product-quality policy.

Très Elite does not operate as a trial-basis shopping service. To maintain competitive pricing, protect factory-sealed inventory, preserve product integrity, and prevent abusive return activity, successful deliveries are generally treated as final sale unless a return, refund, replacement, or store credit is approved under this policy.

This policy applies to purchases made through Très Elite unless a separate written agreement, invoice, product listing, custom order confirmation, wholesale contract, or product-specific term states otherwise.

Quick Reference Guidelines

Fulfillment Scenario	Standard Resolution Framework
Verified Defect, Damage, DOA, or Store Error	Covered after verification. Applies to verified damaged, defective, non-functional, materially misdescribed, missing-essential-component, or incorrect items caused by our error. Très Elite may provide a replacement, repair where appropriate, refund, or store credit if requested or accepted by the customer. Return shipping for verified store-error claims is covered by Très Elite unless a no-return resolution is approved.
Change of Mind and Personal Preference	Not normally eligible. Style changes, sizing selection errors, project changes, colour perception differences caused by screen settings, personal preference, or “no longer needed” requests are normally final sale where the item matches the order and is functional.
Pre-Orders and Custom Sourcing	Final sale once allocation begins. Production lines, supplier allocations, factory material reservations, or sourcing commitments may be locked shortly after order authorization and cannot always be modified, recalled, or returned.
Bulk, Wholesale, Contract, and Freight Assets	Final sale unless separately agreed in writing. B2B volume procurement, commercial orders, trade contract orders, large freight goods, and bulky assets arriving in working condition are not eligible for ordinary consumer returns.
Wrong Address, Customs Refusal, or Refused Delivery	Not eligible where caused by customer action or inaction. Buyer is responsible for accurate shipping details, delivery availability, carrier communication, and required import charges. Parcels abandoned, destroyed, liquidated, refused, or unrecoverable due to customer error are non-refundable unless a mandatory legal remedy applies.
Unclaimed or Uncollected Orders	Not eligible where asset loss occurs. If a package is returned, abandoned, disposed of, liquidated, or destroyed by a carrier, depot, or customs office because the customer failed to collect it or respond to notices, the physical asset and freight value may be unrecoverable.
Final Sale Product Categories	Not returnable unless a verified store error, verified defect, or legal requirement applies. Includes hygiene-sensitive products, opened cosmetics/skincare, custom-printed wall murals, custom items, pre-orders, sale/clearance items, digital products, bulk/wholesale orders, and certain freight goods.

In verified situations where Très Elite is explicitly at fault, we may issue a refund, replacement, repair, component replacement, store credit, or no-return resolution depending on the evidence, product type, return feasibility, and fraud-risk review.

0A. Standard Q&A Clarifications

Customer Inquiry	Our Operational Guidelines
Can I return an item if I simply change my mind or realize I do not like it?	No, not automatically. Change of mind, personal preference, style shifts, minor colour tone variation from screen displays, size selection mistakes, project changes, or “no longer needing the item” are normally final sale if the product matches the order and is functional.
Can I return a pre-order, bulk wholesale order, custom item, or bulky freight item?	No, not under ordinary discretionary return rules. These order types usually involve non-reversible supply chain costs, supplier commitments, production planning, freight coordination, or commercial pricing structures.
What if my item arrives damaged or defective?	Your purchase is protected when the issue is verified. Contact us within 24 hours of delivery with clear evidence, including photos and a continuous unboxing video wherever possible. We will assess the file and provide an appropriate remedy where the claim is verified.
What if I received the wrong item?	If Très Elite made a fulfillment error, you may be eligible for the correct item, replacement, refund, store credit if accepted, or another appropriate remedy. The item must remain unused and in its original packaging unless we approve otherwise.
Do I always have to send the item back when it is a store error?	Not always. In low-risk, clearly documented cases, we may approve a no-return refund, no-return credit, replacement, or keep-and-compensate resolution. This is handled case by case.
How do you protect against item-swapping or fake damage claims?	We may verify claims against shipping weight, product batch details, supplier records, packaging details, delivery scans, serial markers where available, photos, videos, and customer communication history.
What extra benefits do high-volume or VIP accounts receive?	Accounts with strong purchasing history and clean account behaviour may receive priority review, faster file auditing, expedited credit processing, and no-return-needed resolutions where video evidence is definitive.
What happens if I enter an incorrect shipping address at checkout?	Customer address errors are treated as customer data-entry errors. If the parcel becomes undeliverable, returned, abandoned, liquidated, or destroyed because of inaccurate shipping information, the order may be treated as final sale.
What if I refuse to pay required customs, duties, import taxes, or local VAT/GST?	Refusing required import charges may cause the package to be abandoned, returned, destroyed, or liquidated by customs or the carrier. If the physical asset or freight value is lost because of refusal, the transaction may be non-refundable.
What if I do not collect my package from the post office, carrier depot, or pickup point?	Unclaimed packages may be treated as final sale where the carrier returns, liquidates, abandons, or destroys the parcel and Très Elite cannot recover the item or freight value.
Can I request a refund if delivery is delayed by the carrier, customs, weather, or peak-season volume?	No, not automatically. Delays caused by customs checks, adverse weather, carrier backlogs, port congestion, strikes, sorting variations, or force majeure events are outside our direct control and do not automatically qualify for refund or adjustment.
How long do I have to report damage or structural defects?	Report delivery damage, defects, missing components, incorrect items, or DOA issues within 24 hours of the carrier delivery scan with clear evidence. Late reporting may prevent verification and may result in denial.
How long do I have to complete a return if an exception is granted?	All approved return files must be initiated, verified, and assigned an official Return Merchandise Authorization number within 14 calendar days of delivery unless a written exception is approved.

1. Order Cancellations and Modifications

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

Once this 60-minute window closes, the order may advance into supplier allocation, production preparation, packaging, warehouse handling, payment settlement, carrier routing, or logistics coordination. At this stage, cancellation is no longer a simple “undo” action because non-recoverable operational costs may already have been triggered.

Modification requests include, but are not limited to:

• Order cancellation
• Address changes
• Colour, size, style, finish, or variant changes
• Quantity changes
• Product substitution requests
• Requests to pause, reroute, or intercept an order

If a post-fulfillment cancellation exception is approved for a non-defective order after the 60-minute window, any refund or store credit may be reduced by non-recoverable supplier penalties, warehouse handling fees, packaging costs, original shipping costs, return-routing costs, transaction-processing fees, customs charges, import charges, and applicable post-fulfillment processing or restocking fees.

2. Return Window and Authorization

Our standard return authorization window is 14 calendar days from the documented carrier delivery date.

A return cannot be sent back without prior written approval. Customers must contact us first and receive an official Return Merchandise Authorization (RMA) number. If your support portal uses the term RAN, RMA and RAN refer to the same required return authorization process.

Packages sent without an RMA/RAN may be refused, returned to sender at the customer’s expense, excluded from refund processing, or handled according to carrier and warehouse limitations.

3. Master Return Qualification Matrix

Scenario	Eligibility Status	Standard Resolution	Who Handles Shipping?	Refund Settlement Type	Conditions and Verification Notes
Damaged upon arrival	Eligible after verification	Refund, replacement, repair, component replacement, or no-return resolution where appropriate	Très Elite covers verified store-error return shipping	Refund, replacement, or store credit if accepted	Must report within 24 hours with clear evidence, including unboxing video wherever possible.
Incorrect item shipped due to our error	Eligible after verification	Correct item, replacement, refund, or approved no-return resolution	Très Elite covers verified store-error return shipping	Refund, replacement, or store credit if accepted	Item must remain unused and in original packaging unless we approve otherwise.
Manufacturing defect in unused condition	Eligible after verification	Refund, replacement, repair, or component replacement	Très Elite covers verified defect return shipping where return is required	Refund, replacement, or store credit if accepted	Defect must be clearly verifiable and not caused by installation, misuse, washing, alteration, or customer handling.
Non-functional on arrival / DOA	Eligible after verification	Refund, replacement, repair, or component support	Très Elite covers verified DOA return shipping where return is required	Refund, replacement, or store credit if accepted	Must provide clear video demonstration showing non-operation under intended normal use.
Major misdescription caused by our error	Eligible after verification	Refund, replacement, or corrected item where available	Très Elite covers verified store-error return shipping	Refund, replacement, or store credit if accepted	Applies only where core advertised specifications, materials, measurements, or included components are materially incorrect.
Missing essential components	Eligible after verification	Replacement component, partial remedy, full replacement, or refund where appropriate	Très Elite covers verified store-error shipping where required	Replacement, refund, or store credit if accepted	Must report missing components within 24 hours of delivery scan with evidence of packaging and contents.
Pre-order items	Final sale unless legal remedy or verified store error applies	No ordinary return or exchange	Not applicable unless verified store error	No refund unless required or approved	Production scheduling, supplier allocation, or factory material lines may be locked shortly after checkout.
Bulk / wholesale / commercial orders	Final sale unless separate written contract says otherwise	Contract-governed baseline	Contract-governed	Contract-governed	B2B, trade, and commercial volume transactions are fixed under commercial terms.
Bulky / freight goods	Final sale if arriving in working condition	No ordinary return or exchange	Not applicable unless verified store error	No refund unless required or approved	Large furniture, structural items, heavy goods, and oversized freight involve high reverse-logistics risk and cost.
Accidental order / ordering error	Case-by-case review	Possible partial refund or store credit minus non-recoverable costs	Customer covers	Partial refund or store credit	Must be unused, complete, and in original packaging. Request must be initiated within the applicable return window.
Change of mind / preference	Not normally eligible	Final sale unless discretionary exception approved	Customer covers if approved	Partial refund or store credit if approved	Includes style changes, sizing mistakes, colour perception differences, project changes, or “no longer needed.”
Price disputes / later sales	Not eligible	No retroactive price adjustment	Not applicable	No refund	Promotions, discounts, and price changes do not apply retroactively unless stated in writing.
Incorrect or incomplete address	Not eligible where caused by customer data-entry error	Final sale if asset or freight value is lost	Customer responsibility	No refund unless recoverable and approved	Customer is responsible for accurate address, unit number, phone number where required, and delivery details.
Refusal to pay customs, taxes, duties, or brokerage	Not eligible where refusal causes loss	Final sale if abandoned, returned, destroyed, or liquidated	Customer responsibility	No refund unless recoverable and approved	Refusal may trigger customs abandonment, destruction, return, or carrier liquidation.
Unclaimed package / not picked up	Not eligible where non-collection causes loss	Final sale if abandoned, returned, destroyed, or liquidated	Customer responsibility	No refund unless recoverable and approved	Customer must monitor tracking and collect from post office, depot, pickup point, or carrier office within carrier deadlines.
Carrier marks parcel abandoned, destroyed, or liquidated	Not eligible where caused by customer action or inaction	Final sale	Customer responsibility	No refund where value is unrecoverable	Carrier and customs liquidation may make the physical asset unrecoverable.
Rejected delivery without verified defect	Not eligible	Final sale if rejected without verified store error	Customer responsibility	No refund unless recoverable and approved	Refusal at the door does not create a refund right where the item was correctly shipped.
Late reporting after 24 hours	Not normally eligible	May be denied if verification is no longer possible	Depends on review outcome	Denied, partial remedy, or store credit at discretion	Late claims may be impossible to verify against carrier, supplier, or packaging evidence.
Late return request after 14 days	Not normally eligible	May be denied or considered as courtesy exception only	Customer covers if approved	Store credit may apply if approved	Late exceptions are rare and must be approved in writing.
Used, installed, washed, altered, or damaged item	Not eligible	Final sale	Not applicable	No refund	Use, installation, washing, alteration, wear, odour, stains, smoke, moisture, pet exposure, or modification compromises resale and inspection integrity.
Hygiene / intimate / cosmetics / skincare	Final sale once opened, handled, or unsealed	No ordinary return or exchange	Not applicable unless verified store error	No refund unless required or approved	Health, safety, sanitary, and product-integrity standards apply.
Custom / personalized / made-to-order item	Final sale	No ordinary return or exchange	Not applicable unless verified store error	No refund unless required or approved	Includes custom wall murals, bespoke sizing, personalized products, and items produced to customer specifications.
Digital products / downloads / gift cards	Final sale once delivered or redeemed	No return	Not applicable	No refund unless required	Digital goods and gift cards cannot be physically reclaimed once delivered or redeemed.
International non-error returns	Not normally eligible	Final sale unless discretionary exception approved	Customer covers if approved	Partial refund or store credit if approved	Cross-border reverse logistics, customs, duties, brokerage, and re-importation costs may make returns commercially unviable.
High-volume account / store fault	Priority eligible after verification	Early refund, replacement, credit, or no-return resolution where appropriate	Très Elite covers verified store-error return shipping	Expedited refund, replacement, or store credit if accepted	Requires clean account history and strong evidence such as unedited video verification.
High-volume account / goodwill exception	Case-by-case review	Partial refund, store credit, adjusted fee structure, or other discretionary resolution	Customer covers unless otherwise approved	Discretionary	Available only at our operational discretion and does not create future entitlement.
Carrier-delayed delivery	Not eligible for automatic refund	No refund solely due to ordinary carrier/customs delay	Not applicable	No refund unless required or approved	External logistics operations, weather, customs inspections, peak-season volume, and force majeure are outside our direct control.

4. Detailed Operational Eligibility Conditions

4.1 Strict 24-Hour Notification Timeline and Evidence Requirement

For damaged, defective, non-functional, missing-component, or incorrect items, customers must contact our customer service department within 24 hours from the carrier’s official delivery confirmation scan.

Late claims may be denied where the delay prevents verification, carrier review, supplier review, or chain-of-custody confirmation.

4.2 Mandatory Continuous Unboxing Video Where Required

To protect against modern retail fraud, item swapping, package substitution, false damage claims, and tampering disputes, customers must provide a single continuous, unedited video wherever required or reasonably possible. The video should clearly capture:

• The exterior shipping label
• The unopened parcel and seals
• The opening process
• The inner packaging
• The product as first revealed
• The defect, damage, missing component, or incorrect item issue

Static photos alone may be insufficient for fragile, high-value, missing-item, tampering, or package-substitution claims. Failure to provide sufficient evidence may prevent verification and may result in denial of the claim.

4.3 Timeframe to Initiate Return

The return file must be formally initiated, verified, and assigned an official RMA/RAN number within 14 calendar days from the documented delivery date unless a written exception is approved.

No return shipment will be accepted without an active RMA/RAN number issued by Très Elite.

4.4 Condition of Returned Products

For eligible authorized returns, the product must remain in pristine condition unless the issue itself is verified as a store error or delivery damage. The item must be:

• Unused, unworn, unwashed, uninstalled, and unaltered
• In original condition
• Returned with all tags, brand labels, security loops, protective stickers, films, inserts, and packaging
• Returned with all accessories, remote controls, adapters, screws, brackets, hardware, manuals, and component dividers
• Free from wear, stains, odours, pet hair, smoke, moisture exposure, installation marks, damage, or modification

Items showing signs of use, installation, wear, tampering, missing parts, altered condition, or incomplete packaging may be denied, partially refunded, or redirected to store credit at our discretion.

5. Quality Issues We Cover

We accept verified claims and offer an appropriate remedy when our review confirms that:

• The product has structural defects affecting stability, safety, or core advertised function.
• The product has electrical or mechanical failure during normal intended use.
• The product has material flaws such as cracks, breaks, severe misalignment, or non-cosmetic manufacturing defects visible in unused condition.
• The product does not match essential advertised specifications such as key measurements, core materials, core functions, or included components due to our error.
• Essential parts or components are missing from the sealed factory box and cannot reasonably be replaced separately.
• The wrong item, wrong variant, or materially incorrect product was shipped due to Très Elite fulfillment error.

Minor cosmetic variations, slight packaging dents, natural material differences, handmade variations, lighting differences, monitor colour differences, or minor tone variations that do not affect core product function do not automatically qualify as defects.

6. Return Process and Procedures

Phase	Step	Description
1	Notify and Document	Contact Très Elite with your order number, issue description, photos, and video evidence within the applicable reporting window.
2	Review and RMA/RAN	Our support or risk review team audits the claim against order records, packaging details, supplier data, and evidence. If approved, an RMA/RAN number is issued.
3	Pack and Prepare	The customer securely repacks the item with all original packaging, accessories, manuals, components, inserts, and protective materials unless we approve a no-return resolution.
4	Ship Back	The return must be shipped using a trackable service. For discretionary returns, the customer pays return freight. For verified store-error claims, Très Elite covers return shipping where a return is required.
5	Inspection	The returned item is inspected for identity, condition, completeness, packaging, weight, batch consistency, and signs of use, damage, or tampering.
6	Resolution	If approved after inspection, refund, replacement, repair, component replacement, or store credit is processed according to this policy.

7. Return Freight Protocol

7.1 Customer Responsibility for Discretionary Returns

Très Elite does not provide complimentary return shipping labels for change-of-mind requests, preference-based returns, ordering mistakes, or other discretionary non-defect exceptions.

For approved discretionary returns not caused by our error, the customer is responsible for:

• Physically dispatching the package through a post office, courier depot, or premium carrier
• Paying all return freight costs
• Using a trackable shipping method
• Purchasing insurance for higher-value items where appropriate
• Providing the tracking number and carrier name to Très Elite immediately
• Completing any export, customs, or re-importation paperwork required
• Assuming transit risk until the package is delivered to and accepted by our return facility

If a return package is dispatched without tracking, without RMA/RAN authorization, or without tracking details being provided to us, the file may be closed and no refund may be due.

7.2 Emergency Label Exception

In rare cases where a customer demonstrates a complete inability to procure a local international return label, Très Elite may, at its sole operational discretion, generate an electronic return label through our carrier account.

If this exception is approved for a non-defective discretionary return, the exact commercial cost of the return label may be deducted from the refund or store credit.

8. Financial Non-Refundability and Deduction Protocol

When an international, cross-border, special-order, or supplier-routed order is executed, several costs may be processed immediately by outside providers and may not be recoverable by Très Elite.

In the rare event that a discretionary goodwill exception is approved for a non-defective return that is not caused by our error, a full refund may not be available.

8.1 Non-Refundable Amounts for Discretionary Returns

• Original outbound freight: The economic cost to ship the package is non-refundable, even where front-facing checkout displayed discounted or subsidized shipping.
• Return freight: Return shipping is the customer’s responsibility unless the issue is a verified Très Elite error.
• Payment gateway and app processing fees: Credit card, payment processor, fraud-screening, order-protection, platform, or third-party app fees may be non-refundable where they are not returned to us.
• Cross-border taxes, customs, duties, VAT/GST, and brokerage: Government, customs, courier, broker, and import-related charges may be non-refundable.
• Warehouse, handling, inspection, and processing costs: Reverse logistics, weight verification, repackaging, inspection, and product-line auditing costs may be deducted.
• Promotional gifts or bundle items: If a gift-with-purchase, bonus item, or promotional bundle component is not returned in pristine condition, its retail value may be deducted.

8.2 Restocking and Processing Fee Table

Return Condition or Exception Type	Applicable Fee
Factory Sealed and Unopened The item remains unopened, unused, pristine, and all original manufacturing seals, tags, packaging, inserts, and protective materials are intact.	10%
Opened but Pristine and Unused The shipping carton or outer packaging has been opened, but the item itself is unused, uninstalled, unwashed, unaltered, complete, and in resalable condition with all original packaging and components.	20%
Post-Fulfillment Cancellation Exception The customer missed the 60-minute cancellation window, and the order already entered supplier allocation, production preparation, warehouse processing, packaging, or logistics handling, but a discretionary exception is approved.	25%

These fees apply only to approved discretionary returns or cancellation exceptions that are not caused by a verified Très Elite error. They do not apply to verified damaged, defective, non-functional, or incorrect-item claims caused by our error.

9. Strictly Non-Returnable and Final Sale Categories

The following product categories are strictly non-returnable and non-refundable unless there is a verified defect, verified Très Elite error, or legally required remedy:

• Hygiene and personal products: Cosmetics, beauty tools, skincare, intimate goods, sanitary products, and hygiene-sensitive lines once opened, handled, or unsealed.
• Consumables and perishables: Food items, beverages, edible goods, fresh flowers, plants, and items with limited shelf lives.
• Customized, personalized, and made-to-order products: Custom-dimension wall murals, specialized wallpaper, made-to-measure goods, bespoke sizing, personalized products, and custom designs produced to customer input.
• Pre-orders and advance sourcing allocations: Items secured through supplier allocation, factory production scheduling, special sourcing, or advance inventory reservation.
• Bulk, wholesale, and contract procurement: B2B orders, commercial orders, trade pricing, contract procurement, volume markdowns, and wholesale transactions.
• Bulky and large-scale freight assets: Furniture, large décor, structural items, oversized goods, heavy items, and freight-shipped products arriving in working condition.
• Discounted, sale, clearance, and liquidation items: Any product marked as sale, clearance, final sale, liquidation, or heavily discounted.
• Digital products and intangibles: E-books, digital designs, downloadable files, electronic files, gift cards, and store credit once delivered, accessed, or redeemed.
• Hazardous or regulated items: Hazardous materials, flammable liquids, gases, or items subject to shipping or safety restrictions.
• Used, altered, washed, installed, or damaged items: Any item changed from its original condition after delivery.

10. Carrier Liquidation, Abandonment, and Customer Delivery Failure

Returns and financial adjustments may be refused where the loss is caused by customer action or inaction, including:

• The customer provided an incorrect, incomplete, outdated, or non-deliverable address.
• The customer failed to include a unit number, access code, postal code, phone number, or required delivery information.
• The parcel was unclaimed at a post office, pickup point, carrier depot, or regional mail facility.
• The customer ignored delivery attempts, pickup reminders, customs notices, or carrier communication.
• The customer refused delivery without a verified defect or verified Très Elite error.
• The customer refused to pay required duties, taxes, brokerage, customs charges, import fees, or local clearance fees.

Because international carriers and customs offices may charge punitive return freight or may abandon, destroy, liquidate, dispose of, or refuse undeliverable cargo, Très Elite may be unable to recover, salvage, resell, or reuse the physical asset.

Where the physical asset, freight value, customs value, or handling value is lost because of customer negligence, refusal, non-collection, incorrect address, or failure to respond to carrier/customs requirements, no refund, replacement, or credit will be provided unless a mandatory legal remedy applies or Très Elite approves a written exception.

11. Special Order, Custom, Production, and Artwork Terms

11.1 Customized and Personalized Products

All customized, personalized, made-to-measure, bespoke, special-dimension, and made-to-order items are final sale once production, sourcing, design preparation, supplier allocation, or material reservation begins.

Customers are responsible for reviewing and approving artwork, mockups, proofs, dimensions, spelling, colours, design details, sizing, measurements, and product specifications before production begins.

If an item is produced according to the approved proof, dimensions, colour selection, name, design, or specification, later personal dislike, style change, project change, or measurement mistake is not considered a defect.

11.2 Production and Artwork Terms

• Standard production time is usually 7–10 business days after final artwork or order approval where applicable.
• Special, custom, bulk, supplier-routed, or made-to-order items may require 2–6 weeks or longer depending on product type, supplier capacity, seasonality, and logistics routing.
• Preferred vector artwork formats may include .ai, .eps, and .pdf where applicable.
• All text in vector artwork should be converted to outlines to avoid font mismatch.
• Electronic proofs, mockups, and renderings are approval tools and may vary slightly from physical production due to material behaviour, printing, lighting, screen display, or manufacturing tolerances.
• Rush production is subject to feasibility and may require additional fees.

12. Shipping and Cross-Border International Policy

12.1 Shipping Timeframes Are Estimates

Delivery dates and production timelines are estimates only unless expressly guaranteed in writing. Typical processing and production timelines may include:

• Order processing: usually 3–7 business days
• Standard production: usually 7–10 business days after approval where applicable
• Special, custom, or bulk production: usually 2–6 weeks or longer
• Delivery transit: varies by destination, carrier, customs clearance, and service level

Delays caused by customs inspections, carrier bottlenecks, peak-season volume, adverse weather, port congestion, remote-area delivery, strikes, supplier delay, security checks, address verification, or force majeure events are outside Très Elite’s direct control and do not automatically qualify for refund, cancellation, or compensation.

12.2 International Orders, Duties, and Remedies

International logistics operate under strict customs regulations, higher transit risks, and significantly higher shipping costs. Because of this, international orders are generally non-returnable and non-refundable except in clear, verifiable cases where the issue is caused by Très Elite error or where a legal remedy is required.

Where Très Elite ships under a Delivery Duty Paid or prepaid-duty framework, this applies only to the specific transaction terms shown or confirmed for that order. Bulk orders, freight orders, oversized goods, commercial orders, or certain destinations may require importer responsibility for clearance, duties, brokerage, local tax, or customs cooperation.

12.3 Customer Tracking and Delivery Responsibilities

Customers are required to monitor tracking updates, respond to carrier notices, provide accurate shipping information, collect packages within carrier deadlines, and cooperate with customs or delivery requirements.

If a parcel is delayed, returned, abandoned, destroyed, or liquidated due to customer failure to track, collect, respond, pay required import charges, or provide accurate delivery details, no refund or replacement is owed unless required by law or approved in writing by Très Elite.

13. EU and Other Statutory Cooling-Off Rights

Where a customer has a statutory cooling-off, withdrawal, cancellation, or return right under applicable consumer law, Très Elite will comply with that legal requirement.

For European Union customers, eligible distance purchases may be subject to a 14-day withdrawal right unless a legal exemption applies. Items must be returned unused, complete, and in original condition.

Legally permitted exemptions may include, but are not limited to, custom or personalized goods, made-to-order goods, sealed hygiene-sensitive goods that have been opened, perishable goods, digital goods after access or download where applicable, and other categories excluded by applicable law.

Where permitted by applicable law and disclosed before purchase, the customer may be responsible for return shipping and any non-recoverable import, duty, brokerage, VAT/GST, handling, or return-clearance costs associated with the return.

14. Refunds, Store Credit, and Late or Missing Refunds

Once an approved return is received and inspected at our return or reverse-sorting facility, we will notify the customer whether the return has been approved, partially approved, rejected, or redirected to store credit.

If a refund is approved, it will normally be issued to the original payment method within 10 business days after inspection approval. Additional time may be required for the bank, payment processor, card issuer, or financial institution to post the funds.

14.1 Store Credit Defaults

Under specific operational circumstances, an approved non-defective return may be issued as a Très Elite store credit or digital gift card instead of a refund to the original payment method. This may apply to:

• Post-fulfillment cancellation exceptions: If the customer missed the 60-minute cancellation window and a discretionary exception is approved after supplier allocation, production preparation, warehouse handling, or logistics processing has begun.
• Invalid or unavailable payment method: If the original credit card, payment account, or payment method has expired, been cancelled, been closed, or cannot technically receive the refund.
• Courtesy late returns: If Très Elite approves a rare one-time exception outside the standard 14-day return window.
• High-frequency discretionary return profiles: Accounts demonstrating repeated discretionary returns may have refund eligibility restricted to store credit to prevent logistical abuse.
• Incomplete original packaging: If an authorized return arrives unused but is missing minor packaging, tags, inserts, or non-essential components, we may accept the return as store credit only.
• Partial bundle returns: If a customer returns one item from a promotional set or bundle, the adjusted value may be issued as store credit to preserve the integrity of the original promotion.
• Gift returns: If the item was marked as a gift or shipped directly to the recipient, the eligible return value may be issued as gift credit.
• Gift card or store credit purchases: Any portion of an order paid with gift card or store credit will be refunded back to store credit.

Store credit has no cash value and may be used only for eligible future purchases from Très Elite.

14.2 Late or Missing Refunds

If an approved refund has not appeared after 14 business days from the refund confirmation:

1. Check the original payment account again.
2. Contact the credit card company, bank, or payment provider because posting times vary.
3. If the issue remains unresolved, contact Très Elite through our support page or live chat with your order number and refund confirmation.

15. Exchanges

We do not guarantee direct exchanges because supplier allocation, inventory availability, production status, and international stock movement may change quickly.

To exchange an item, the customer must first submit a standard return request. Once the return is approved and processed, the customer may place a new, separate order for the desired item, subject to availability, pricing, shipping terms, and current product status.

16. Fraud Prevention, Abuse Prevention, and Chargeback Management

To protect customers, suppliers, and our business from retail fraud, we may verify return claims against order records, supplier files, shipping weight, product batch information, serial markers where available, packaging details, delivery scans, customer photos, unboxing videos, and customer communication history.

We reserve the right to refuse, restrict, or close return requests involving suspected misuse, item swapping, altered evidence, false damage claims, abusive chargeback activity, repeated discretionary returns, return of items purchased elsewhere, intentional product tampering, or attempts to circumvent this policy.

Filing a payment dispute or chargeback does not override this policy or the customer’s obligation to participate in good-faith resolution, provide evidence, and follow the authorized return process.

Accounts that repeatedly attempt to exploit, circumvent, or abuse return, refund, cancellation, or chargeback procedures may be restricted, flagged, or refused future service.

17. Communication Requirements

To avoid delays, all return, cancellation, damage, defect, missing-item, delivery, or order issue requests must include:

• Full name used on the order
• Order number
• Email address used at checkout
• Clear description of the issue
• Photos and videos where required
• Carrier tracking number if a return has been authorized
• Any relevant carrier, customs, or delivery notice

Customers are responsible for entering a correct email address and monitoring inbox, spam, junk, live chat, and carrier notifications. If a response is not received within the expected service window, customers should reconnect through our support page or 24/7 live chat to access case updates directly.

18. Policy Administration and Agreement

Customer service operates during posted business hours. Messages received outside posted service hours will be handled on the next business day or according to our support queue availability.

By placing an order with Très Elite, the customer confirms that they had the opportunity to review this Product Quality Standards, Returns & Exchanges Policy before purchase and understands that certain products, order types, fulfillment stages, and logistics scenarios may be final sale, non-returnable, non-refundable, or subject to specific cancellation, return, restocking, shipping, store-credit, and verification rules.

This policy is designed to protect verified customers when an error is ours, while also protecting Très Elite from non-recoverable supplier costs, cross-border logistics losses, customs complications, product-integrity risks, and abusive return activity.

Related Policies

• Returns & Exchanges Portal
• International Orders & Duty Frameworks
• Shipping and Handling Allocations
• Fix Issues with Promotions
• Order and Shipping Issue Guide
• Order Cancellations & Merchant Processing Issues