Refund policy
At Treno Shop, we want you to shop with confidence. If something isn’t right, we’re here to help.
Order Support & Return Requests
If you experience an issue with your order, please contact us within 30 days of delivery so our support team can review your request and provide the next steps.
Return requests are reviewed on a case-by-case basis and must meet eligibility requirements outlined below. Approval is required before any item is returned.
To be eligible for a return, your item must be:
• In the same condition that you received it
• Unused and unworn
• With tags attached (if applicable)
• In its original packaging
• Accompanied by a receipt or proof of purchase
How to Start a Return
To start a return, please contact us at:
Returns must be approved before being shipped. If your return is accepted, we’ll provide:
• Return instructions and shipping details
• A return shipping label (if applicable)
Items sent back without first requesting and receiving approval for a return will not be accepted.
Please do not send items back without contacting us first, as return eligibility and instructions may vary depending on the order circumstances.
You can always contact us for any return-related questions at info@trenoshop.com.
Order Cancellations
Orders may be canceled within 12 hours of purchase.
Please note that once an order has entered processing or has been fulfilled, cancellations or modifications may no longer be possible, including shipping address changes.
If you need assistance, please contact us as soon as possible at info@trenoshop.com.
Incorrect Shipping Address
Customers are responsible for providing an accurate shipping address at checkout.
We are not responsible for orders delivered to an incorrectly provided address. If you notice an address error, please contact us immediately. Address changes may not be possible once an order has entered processing.
Damages and Issues
Please inspect your order upon arrival and contact us immediately if:
• The item is defective
• The item arrives damaged
• You receive the wrong item
We will review the issue and work to make it right as quickly as possible.
Please include clear photos of the issue whenever possible to help us process your request faster.
Exceptions / Non-Returnable Items
Certain items are not eligible for return, including:
• Perishable goods (such as food, flowers, or plants)
• Custom or personalized products
• Personal care products, beauty items, and cosmetic-related products (unless defective, damaged, or incorrect)
• Hazardous materials, flammable liquids, or gases
We also do not accept returns for:
• Sale items
• Gift cards
If you have questions about whether an item is eligible for return, please contact us before purchasing.
Exchanges
The fastest way to receive a replacement or different item is to contact our support team. If eligible, we’ll provide the available options and next steps.
European Union 14-Day Cooling-Off Period
If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.
To qualify:
• The item must be unused and unworn
• In its original packaging
• Include tags (if applicable)
• Include proof of purchase
Refunds
Once we receive and inspect an approved return, we will notify you whether your refund has been approved or denied.
If approved, your refund will be issued to your original payment method within 10 business days.
Please note:
• It may take additional time for your bank or credit card provider to process and post the refund.
• Original shipping costs are non-refundable unless the issue resulted from a defective, damaged, or incorrect item.
• Refund eligibility is subject to review and compliance with this policy.
If more than 15 business days have passed since your refund was approved, please contact us at info@trenoshop.com.