Refund & Return Policy

30-Day Money-Back Guarantee

We believe you should love what you buy. That's why we offer a full 30-day return window for most items, giving you plenty of time to ensure your purchase meets your expectations.

Eligibility Requirements

To qualify for a full refund or exchange, your return must meet the following conditions:

• Within 30 Days: Returns must be initiated within 30 days of delivery as confirmed by the shipping carrier's tracking information
• Unused Condition: Items must be unused, unworn, and in the same condition you received them
• Original Packaging: Products should be returned in their original packaging whenever possible, with all tags, labels, and accessories included
• Proof of Purchase: You must provide your order number or receipt
• Return Authorization: Contact us before sending items back to receive return instructions and a tracking number

Items Not Eligible for Return

For health, safety, and hygiene reasons, certain products cannot be returned once opened or used:

• Perishable goods (food items, flowers, plants)
• Intimate apparel and sanitary products
• Health and personal care items that have been opened
• Flammable liquids, gases, or hazardous materials
• Digital products, downloadable software, and e-books
• Gift cards and store credits
• Custom or personalized items made to your specifications
• Final sale or clearance items (clearly marked at time of purchase)

How to Initiate a Return

We've made the return process as simple as possible. Follow these easy steps to return your item:

Refund Processing

How Refunds Work

Once we receive and inspect your returned item, we'll process your refund promptly:

1. Receipt Confirmation: We'll send you an email confirming we've received your return
2. Inspection: Our team will inspect the item to ensure it meets our return conditions
3. Approval Notification: You'll receive an email notifying you whether your refund has been approved or if there are any issues
4. Refund Processing: If approved, your refund will be processed within 5-10 business days
5. Credit to Account: The refund will be credited to your original payment method

Partial Refunds

In certain circumstances, we may issue partial refunds for items that are returned in less than perfect condition:

• Books or media showing obvious signs of use
• Items with opened seals on CDs, DVDs, software, video games, or vinyl records (where applicable)
• Products not in original condition, damaged, or missing parts for reasons not due to our error
• Items returned more than 30 days after delivery

The partial refund amount will be determined based on the condition of the item and will be communicated to you before processing.

Late or Missing Refunds

If you haven't received your refund within the expected timeframe, please try these steps:

1. Check Your Bank Account: Double-check your bank or credit card statement to confirm the refund hasn't already been posted
2. Contact Your Card Issuer: There may be a processing delay before the refund officially appears on your statement
3. Contact Your Bank: Some banks have additional processing periods for refund credits
4. Review Your Refund Email: Check the email we sent when approving your refund for the expected timeline
5. Contact Us: If you've completed all these steps and still haven't received your refund, please reach out to us at support@shoptrustonline.com or +1 (315) 819-3871

Exchanges

We want you to be completely happy with your purchase. If you need to exchange an item, here's what you need to know:

Defective or Damaged Items

If you received a defective or damaged item, we'll make it right immediately:

• Contact us at support@shoptrustonline.com or +1 (315) 819-3871
• Provide your order number and details about the defect or damage (photos are helpful)
• We'll send you a replacement at no additional cost, including free return shipping for the defective item

Size or Color Exchanges

For size or color exchanges:

• The fastest way is to return the item for a refund and place a new order
• This ensures you get the item you want as quickly as possible
• Contact our support team if you need assistance with this process

Wrong Address Policy

We understand that mistakes happen when entering shipping information. If you've provided an incorrect address, here are your options:

Before the Item Ships

If you realize there's an error with your shipping address before we've shipped your order:

• Contact us immediately at support@shoptrustonline.com or +1 (315) 819-3871
• We'll do our best to update the address before shipment
• Once an order enters our fulfillment system, we may not be able to modify it

After the Item Ships

If your order has already shipped to an incorrect address, you have two options:

Option 1: Reshipping

• Once the carrier returns the package to us, we can reship it to the correct address
• You'll receive an invoice covering the complete cost of reshipping
• This includes new shipping charges and any associated handling fees

Option 2: Refund

• If you prefer not to have the order reshipped, we can process a refund
• The refund will be for the product cost minus the original shipping fee and a 20% restocking fee
• The restocking fee covers non-recoverable fulfillment costs, processing, and handling

Order Cancellations

Cancellation Window

We understand that circumstances change. Here's our cancellation policy:

• Within 1 Hour: Orders may be canceled free of charge within 1 hour of placement, provided they haven't been processed or shipped
• After Processing: Due to our automated fulfillment system, once your order has been processed, it cannot be canceled or modified
• Processing Fee: Some orders include a non-refundable $3.96 processing fee, which is clearly disclosed at checkout and covers payment gateway and order handling costs

How to Cancel

To request a cancellation:

1. Contact us immediately at support@shoptrustonline.com or +1 (315) 819-3871
2. Provide your order number (found in your order confirmation email)
3. We'll confirm whether the cancellation is possible
4. If the order has already shipped, you'll need to follow our standard return process once you receive it

Sale Items

Special pricing deserves special attention:

• Regular-Priced Items: All regular-priced items are eligible for refund under our standard policy
• Sale Items: Items marked as "Final Sale" or "Clearance" cannot be returned or refunded unless defective
• Clear Disclosure: All final sale items are clearly marked on the product page at the time of purchase
• Defective Sale Items: If a sale item arrives defective or damaged, we'll provide a full refund or replacement

Gift Returns & Exchanges

Items Marked as Gifts

If your order was marked as a gift during purchase:

• The gift recipient will receive a gift credit for the value of the return
• Once we receive and approve the return, we'll mail a gift certificate to the recipient
• This protects the gift giver's privacy and allows the recipient to choose something they prefer

Items Not Marked as Gifts

If the item wasn't marked as a gift when purchased:

• The refund will be credited to the original purchaser's payment method
• The gift giver will be notified of the return through their account
• This is standard procedure for tracking and accounting purposes

International Returns

For our international customers, please note:

• The same 30-day return policy applies to international orders
• Customers are responsible for all return shipping costs
• We recommend using a trackable, insured shipping service
• Customs duties and taxes paid on the original shipment are non-refundable
• You may be responsible for customs fees on the return shipment
• Processing times may be longer due to international shipping

Damaged or Lost Shipments

Damaged Items

If your order arrives damaged:

• Contact us within 48 hours of delivery
• Provide photos of the damaged item and packaging
• Keep all original packaging for potential carrier inspection
• We'll send a replacement or issue a full refund immediately

Lost Packages

If your package shows as delivered but you didn't receive it:

• Check with neighbors or building management
• Verify the shipping address on your order confirmation
• Contact us within 48 hours of the expected delivery date
• We'll file a claim with the carrier and send a replacement or refund