Refund policy

RETURN & REFUND POLICY

At TRUSTORA, we are committed to delivering quality products and ensuring customer satisfaction. To maintain a fair and transparent claims process, an unboxing video is mandatory for all damage-related claims.

Eligibility for Returns

Returns are accepted only if the product is received in a damaged condition.

To qualify for a return or replacement, the following conditions must be met:

  • A continuous and clear unboxing video must be recorded, starting from the sealed package before opening until the product is fully inspected.
  • The unboxing video is mandatory. Claims submitted without an unboxing video will not be accepted.
  • Any damage must be reported within 24 hours of delivery.
  • The product must be unused, with all original packaging, tags, accessories, and invoices intact.
  • The damaged product must be returned if requested by TRUSTORA.

Non-Returnable Items

Returns, refunds, or exchanges will not be accepted for:

  • Products that are not damaged upon delivery.
  • Claims submitted without a valid unboxing video.
  • Products that have been used, washed, altered, or damaged after delivery.
  • Sale, clearance, or discounted products.
  • Customized or personalized products.

Replacement Policy

If your claim is approved:

  • We will arrange a replacement for the damaged product, subject to stock availability.
  • The replacement process will begin within 5 business days after the claim is approved or after receiving the returned product (if applicable).
  • The replacement product will be delivered within 5–7 business days.

Refund Policy

Refunds are provided only if a replacement cannot be arranged due to stock unavailability or other valid reasons determined by TRUSTORA.

Once approved:

  • The refund will be credited to the original payment method within 7–10 business days.
  • Shipping charges (if applicable) are non-refundable unless the error was on our part.

Shipping Policy

  • Orders are typically delivered within 5–7 business days.
  • Delivery timelines may vary due to unforeseen circumstances, public holidays, or courier delays.

Important Note

TRUSTORA reserves the right to reject any claim if:

  • The mandatory unboxing video is not provided.
  • The damage is reported after 24 hours of delivery.
  • The product appears to have been used, mishandled, or damaged after delivery.
  • The evidence provided is incomplete or insufficient to verify the claim.

By placing an order with TRUSTORA, you acknowledge and agree to the terms of this Return, Refund & Exchange Policy.