Refund policy
2. RETURN & REFUND POLICY
Last Updated: 14 May 2026
IMPORTANT: Before unpacking your order, you MUST record a continuous, unedited video of yourself opening the package. This unboxing video is mandatory for all return and damage claims. Claims submitted without a valid unboxing video will not be accepted under any circumstances.
2.1 Our Return Policy
At Trenza, we take pride in delivering quality posters safely. We accept returns ONLY under the following conditions:
• The product received is physically damaged during transit (tears, major creases, water damage, etc.).
• The wrong product was delivered — i.e., a different poster than what you ordered.
We do NOT accept returns for:
• Change of mind, personal preference, or order placed by mistake.
• Minor colour variations between screen display and printed product (this is normal and expected).
• Damage caused after delivery due to customer handling.
• Custom or personalised poster orders.
2.2 Mandatory Unboxing Video Requirement
To be eligible for any return or damage claim, you MUST follow these steps:
• Before opening or unpacking your delivery, begin recording a video on your phone or camera.
• The video must clearly show the sealed package, all sides of the packaging, and must be continuous and unedited from start to finish.
• The video must show you opening the package and revealing the contents inside.
• The damage or incorrect item must be clearly visible in the video.
Claims submitted without a valid unboxing video will be automatically rejected. No exceptions will be made. This policy protects both you and us from fraudulent claims.
2.3 How to Raise a Return Claim
If your order qualifies under clause 2.1, raise a claim within 48 hours of delivery by:
• Emailing us at support@trenza.in with subject: 'Return Claim — Order #[Your Order Number]'
• Attaching your unboxing video (Google Drive / YouTube unlisted link accepted if file is too large).
• Attaching clear photographs of the damaged or incorrect item.
• Providing your order number, name, and contact details.
We will review your claim within 3–5 business days and respond accordingly.
2.4 Refunds
Once a return claim is approved:
• A full refund of the product value will be processed to your original payment method within 7–10 business days.
• Shipping charges (if any) are non-refundable.
• Refund processing times may vary based on your bank or payment provider.
2.5 Replacement
In cases of wrong product delivery, we will first offer a replacement of the correct item. If the correct item is out of stock, a full refund will be issued instead.
2.6 Non-Returnable Items
The following are strictly non-returnable and non-refundable:
• Items that have been opened without a valid unboxing video.
• Items claimed after 48 hours of delivery.
• Digital downloads or digital products.
• Sale or discounted items unless damaged in transit.
2.7 Cancellation Policy
Orders can be cancelled within 12 hours of placing the order by emailing hello@trenza.in with your order number. Once the order has been processed or dispatched, cancellations will not be accepted. Approved cancellations will receive a full refund to the original payment method within 7–10 business days.