Refund and Return Policy

Effective Date: December 26, 2024

At TrendLuis, our primary goal is to ensure that you are completely satisfied with each and every purchase you make from us. We are committed to providing you with the highest-quality products and a seamless, stress-free shopping experience. This comprehensive Refund and Return Policy is designed to offer a clear and transparent framework for returning items to us. We highly encourage you to carefully review this policy to fully understand your rights and our commitments to you. We are committed to fair and equitable practices and want to make the return process as easy and convenient as possible for you.

1. Detailed Return Eligibility Criteria

To ensure fairness and consistency in processing returns, we have outlined very specific criteria for items to be eligible for a refund or exchange:

  • Extended Return Window: You may return most new, unused, and unopened items within a period of 30 days from the date of the original delivery. This expanded timeframe provides you with ample opportunity to assess the item and determine if it fully meets your expectations. Please note that specific product categories may have unique or different return conditions, so it is critical that you carefully review all product descriptions and specifications for any variations or special circumstances.

  • Uncompromised Product Condition: To qualify for a return, all items must be returned to us in their original, unopened, unused, and resalable condition. The items must also be in the same pristine physical shape as they were when you received them from us. This includes all original packaging, including boxes, protective materials, manuals, warranty cards, price tags, and any included accessories. The original packaging must be intact and undamaged. Failure to include all original packaging may result in a partial refund or the denial of your return request. If items have been damaged or used, a refund will not be issued.

  • Clearly Defined Exclusions: Certain product categories are not eligible for return due to their nature, or due to specific circumstances, and these items are excluded from our return policy. These items include:

    • Perishable and Time-Sensitive Products: Perishable goods, such as live bait, are not eligible for return because of their inherent inability to be resold due to short shelf-life limitations and for hygiene reasons. This category also includes any other product that may be subject to natural decay.

    • Custom-Made and Personalized Products: Custom-made, personalized, or modified products that are created to meet your specific requirements are not eligible for return because they are not able to be resold to other customers.

    • Items Designated as Final Sale: Products that are explicitly designated as “final sale”, “non-returnable”, or clearance items are not eligible for return. These items are often offered at a substantial discount because of closeouts or other promotional offers.

    • Digital Gift Cards and Certificates: Digital gift cards and electronic gift certificates are non-refundable and cannot be returned for cash or credit.

2. Step-by-Step Return Initiation Procedure

To initiate a return, please follow these steps in a systematic order to ensure a smooth and efficient process:

  1. Contact Our Customer Support Team: Begin the return process by contacting our dedicated customer support team via email at info@trendluis.com. In your initial email, please provide your original order number, a detailed list of all items that you wish to return, as well as a concise explanation of your reason for returning the products. The more information you include about your purchase, the better we will be able to assist you with your return.

  2. Receive Your Return Authorization Number (RA): After our support team reviews your request, you will be provided with a Return Authorization (RA) number, as well as detailed instructions on how to return your package to our warehouse. You must include the RA number on the outside of your return package, to ensure the proper processing of your return. Please do not ship any items until you have received an RA number.

  3. Secure Packaging of Return Items: Carefully package all of the items that you wish to return, including all original packaging, price tags, product manuals, warranty cards, and any included accessories. When possible, please make every effort to use the original packing materials to ensure the safe return of your products. The RA number must be visible on the exterior of your return package. All items must be packaged securely to prevent any damage during shipping.

  4. Proper Shipping Methods: Ship the return package to the exact address that was provided to you by our customer support team in your RA email. We highly recommend that you use a reliable and trackable shipping method, such as FedEx, UPS, or USPS, and that you consider purchasing shipping insurance to protect your package against loss or damage in transit. We cannot accept responsibility for any items that are lost or damaged in transit if you do not use a trackable shipping method. You must provide us with your shipping tracking number.

3. Clear Allocation of Return Shipping Costs

The responsibility for paying the return shipping costs will depend upon the reason for the return:

  • Incorrect or Damaged Items: If you received an incorrect item, or a product that was damaged or defective upon delivery, we will fully cover the costs of returning the product to us. You must provide photographic evidence of the damage or the defect, and inform us of the problem within 7 days of delivery, in order to qualify for free return shipping.

  • All Other Returns: For all other return reasons, such as ordering an incorrect item, changing your mind, or if the item does not meet your expectations, you are responsible for all return shipping costs. You should select a reputable shipping method that has tracking capabilities.

4. Transparent Refund Processing Mechanism

Our refund process is transparent and efficient:

  • Comprehensive Inspection of Returns: When we receive your returned items, our team will conduct a thorough inspection of the items to ensure that they fully meet all of our detailed return criteria, and that they are in their original condition. We will be reviewing the original packaging, the original condition of the product, as well as the inclusion of all original accessories. If we are not satisfied with the condition of your returned item, we reserve the right to deny a full refund.

  • Refund Processing Time: Refunds will be processed within 7 business days from the date that we receive your returned items, provided that they meet our return criteria. Please allow for several business days for the refund to reflect in your account, as this will depend upon the processing times of your bank or credit card company.

  • Refund to Original Payment Method: Refunds will always be issued to the same original payment method that you used to complete your purchase.

  • Partial Refunds: In situations where items are returned in a condition that does not fully meet our specified return criteria, or if any parts or accessories are missing, partial refunds may be issued at our sole discretion. The exact amount of the partial refund will depend upon the condition of the returned item.

5. Exchange Policies and Procedures

If you wish to exchange an item, you must follow the following streamlined process:

  • Initiate a Return as Normal: Please follow the steps as described in section 2 of this policy. Clearly indicate that you wish to exchange an item in your initial communications with our support team, and also indicate which item you would like to receive as a replacement.

  • Exchange Is Subject to Availability: All exchanges will be subject to stock availability. If the item that you have requested as an exchange is unavailable, we will instead process a full refund for your original item.

  • Shipping Costs for Exchanges: You will be responsible for paying the return shipping costs for your original item, while we will pay for shipping costs for the replacement item that we will ship to you.

6. Protocols for Reporting Damaged or Defective Items

If you receive a product that is damaged or defective, please follow these specific steps:

  • Immediate Reporting of Damaged Items: Contact our customer support team immediately, but no more than 7 days after delivery, to report any damage or defect. You must include detailed photos of the damage or defect, as well as photos of the original packaging and all shipping labels.

  • Assessment and Resolution: We will carefully review the information that you provide and offer you either a full refund or a replacement product as a resolution.

  • Returns for Damaged or Defective Items: If a return is required for a damaged or defective item, we will cover all return shipping costs and we will ship a replacement item to you at no additional cost.

7. Updates and Modifications to this Policy

We reserve the right to modify this extensive Refund and Return policy at any time. Any changes will be posted prominently on our website, and your continued use of our services after any changes are made will be seen as your acceptance of the updated policy. We will attempt to inform you of any significant changes to our return policy by email.

Contact Us

For any questions, clarifications, or concerns regarding our comprehensive Refund and Return Policy, please contact us at: