Refund policy

Refund and Return Policy – Trustvik

Overview
Our goal is to ensure your satisfaction with every purchase at Trustvik. If you are not fully satisfied with your order, you may request a return or refund under the conditions below.

Returns Eligibility
You may request a return within 15 days after receiving your product.

To qualify for a return:
• The item must be unused, in original condition, and in its original packaging.
• You must provide proof of purchase (order number or receipt).
• Items must be free from signs of wear, damage, or alteration.

The following items are not eligible for return:
• Sale or clearance items
• Personal care products
• Underwear or intimate apparel
• Items damaged by misuse
• Items returned without original packaging
• Orders placed with an incorrect shipping address provided by the customer

Return Process
To request a return, follow these steps:

  1. Contact us at raulcastellanosvargas@gmail.com with your order number.

  2. Our team will provide the correct return address depending on the supplier’s warehouse (United States, China, or others).

  3. Ship the product back using a trackable shipping service.

  4. Return shipping costs are the responsibility of the customer.

We do not accept returns sent without prior authorization.

Refunds
Once we receive and inspect your returned item, you will receive an email notifying you of the approval or rejection of your refund.

If approved, your refund will be processed to your original payment method within 5–10 business days.

Please note:
• Shipping costs are non-refundable.
• Refund times may vary depending on your bank or payment provider.

Damaged or Defective Items
If your item arrives damaged or defective, contact us within 48 hours of delivery with photos or videos and your order number.
We will replace the item or issue a refund at no additional cost.

Order Cancellations
Orders may only be canceled within 12 hours of purchase. After this period, the order may already be processing and cannot be canceled.

Lost or Missing Packages
If tracking shows your package as delivered but you did not receive it, please contact the carrier first, then email us.
Trustvik is not responsible for stolen packages after delivery confirmation.

Contact Us
For questions about returns or refunds, contact us at:
raulcastellanosvargas@gmail.com