Refund policy

Trendzorah, operated by Al Falah Business Solutions and General Trading LLC, licensed by Sharjah Media City Free Zone (SHAMS), UAE. ───────────────────────────────────── RETURN WINDOW ───────────────────────────────────── All return and refund requests must be submitted within 14 days from the date of delivery or the date of receiving your order, whichever is confirmed first. Requests submitted after this period will not be accepted. To initiate any return, refund, or claim, email us at connect@trendzorah.com with your order number. We respond to all emails within 24 hours. ───────────────────────────────────── NORMAL RETURNS — CHANGE OF MIND ───────────────────────────────────── • Item must be in its original sealed packaging, unused, and with all accessories included. • Email connect@trendzorah.com with your order number, photos and Videos. • Once received and inspected, you will receive a full refund of the product price. • Return shipping cost is paid by the customer at the prevailing rate at the time of return. • We recommend using tracked return shipping — we are not responsible for return packages lost in transit. • Return address will be provided upon approval of your return request via email. • Items that have been opened, used, or removed from original packaging are not eligible for a refund under change of mind returns. ───────────────────────────────────── DAMAGED OR DEFECTIVE ITEMS ───────────────────────────────────── 1. Submit your claim within 14 days of the delivery date. 2. Email connect@trendzorah.com with your order number, a brief description of the issue, and both photos AND videos of the damage. Claims submitted without both photo and video evidence will not be processed. 3. You do NOT need to return the damaged item — you may keep it. 4. Once approved, you will receive a full refund including the original shipping cost. 5. Refund will be issued to your original payment method within 5–10 business days of approval. ⚠ Important: Both photo and video evidence are mandatory for damage claims. Claims submitted without both will not be processed, regardless of the circumstances. ───────────────────────────────────── WRONG ITEM RECEIVED ───────────────────────────────────── 1. Email connect@trendzorah.com within 14 days of delivery. 2. Include your order number, the name of the item you ordered but did not receive, the name of the item you received instead, and a photo of the incorrect item. 3. We will either send the correct item or issue a full refund — your choice. You do not need to return the wrong item. ───────────────────────────────────── ORDER CANCELLATION ───────────────────────────────────── • Cancellation requests must be submitted within 12 hours of placing your order. • Email connect@trendzorah.com immediately with your order number. • Orders that have already been fulfilled and shipped cannot be cancelled. • If fulfilment was completed before the 12-hour window, the customer must return the item following our normal return process before a refund can be processed. ───────────────────────────────────── RETURN SHIPPING COSTS ───────────────────────────────────── Damaged, defective, or wrong items: No return required. Full refund issued with no shipping cost to you. Change of mind returns (unopened and unused only): Customer is responsible for return shipping costs at the prevailing rate. A valid tracking number must be provided. ───────────────────────────────────── NON-RETURNABLE ITEMS ───────────────────────────────────── The following are not eligible for return or refund: • Items returned after 14 days from the delivery date. • Items that have been opened, used, or removed from original packaging. • Items returned without prior email approval from connect@trendzorah.com. • Damage claims submitted without both photos and videos as evidence. • Sale items and gift cards. • Items damaged due to misuse, improper handling, or customer negligence. ───────────────────────────────────── REFUND PROCESSING ───────────────────────────────────── • All approved refunds are processed within 5–10 business days. • Refunds are issued to your original payment method (PayPal or card). • Original shipping fees are non-refundable except in cases of damaged, defective, or wrong items. • We are not responsible for return packages lost in transit — always use tracked return shipping. ───────────────────────────────────── CONTACT US ───────────────────────────────────── For all return, refund, and cancellation enquiries: Email: connect@trendzorah.com Response time: Within 24 hours