Refund policy

Return & Refund Policy

Last Updated: 09/06/2026

At Trenze, customer satisfaction is important to us. If you are not completely satisfied with your purchase, please review our Return & Refund Policy below. This policy complies with the UAE Federal Law No. 15 of 2020 on Consumer Protection. An Arabic version of this policy is available upon request.

Returns

We accept return requests within 14 days of receiving your order.

To be eligible for a return, the item must:

  • Be unused and in its original condition
  • Be returned in its original packaging
  • Include all accessories, manuals, and tags (if applicable)
  • Not be damaged due to misuse or improper handling

Non-Returnable Items

For hygiene, safety, and supplier restrictions, the following items cannot be returned:

  • Personal care and beauty products that have been opened or used
  • Intimate or hygiene-related products
  • Customized or personalized items
  • Gift cards
  • Clearance or final sale items

Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect product, please contact us within 48 hours of delivery.

To process your request, please provide:

  • Your order number
  • Clear photos or videos showing the issue
  • A brief description of the problem

Once verified, we will offer a replacement, exchange, store credit, or refund in AED where applicable.

Exchanges

We offer exchanges for items that are unused, in original condition, and returned within 14 days of delivery. To request an exchange, please contact our customer support team with your order number and the item you'd like to exchange for. Exchanges are subject to product availability.

Return Process

To request a return or exchange:

  1. Contact our customer support team.
  2. Provide your order number and reason for the return.
  3. Wait for return authorization and instructions.
  4. Ship the approved return item to the address provided by our support team.

Please note: Returns are shipped to our designated returns address, which will be confirmed upon approval. Returns sent without prior approval may not be accepted.

Refunds

Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund.

If approved, your refund will be processed in AED (UAE Dirhams) to your original payment method within 5 to 10 business days.

Cash on Delivery (COD) Refunds: If your order was paid via Cash on Delivery, your refund will be issued as store credit or via bank transfer. Please provide your bank details to our support team when requesting a COD refund.

Depending on your bank or payment provider, it may take additional time for the refund to appear in your account. Original shipping fees are non-refundable unless the return is due to our error.

Return Shipping Costs

  • If the return is due to a damaged, defective, or incorrect item, Trenze will cover the return shipping costs.
  • If the return is requested for any other reason, the customer may be responsible for return shipping charges.

Order Cancellations

Orders may be canceled within 12 hours of placement. Once an order has been processed or shipped, it can no longer be canceled and must follow the return process outlined above.

Late or Missing Refunds

If you have not received your refund after the stated processing period:

  1. Check your bank account again.
  2. Contact your payment provider.
  3. Reach out to our support team for assistance.
  4. If the issue remains unresolved, you may contact the UAE Ministry of Economy's Consumer Protection Department for further assistance.

Contact Us

If you have any questions regarding returns or refunds, please contact us:

Trenze Customer Support 📧 Email: trenzestore@gmail.com 🌐 Website: www.trenzestore.com

We are committed to providing a smooth and reliable shopping experience for all our customers across the UAE.