1. Overview

At Trustella, we value customer satisfaction and transparency. This Refund and Return Policy outlines how customers can return or exchange items purchased from our website trustella.eu while ensuring compliance with EU and international e-commerce laws.

2. Eligibility for Returns

You may request a return within 30 calendar days of receiving your order. To be eligible, the product must be unused, undamaged, and in its original packaging. Items showing signs of wear or custom-made products are not eligible for return.

3. Non-Returnable Items

• Perishable goods or products with hygiene seals (e.g., personal care items)
• Gift cards or digital downloads
• Customized or made-to-order products
• Sale or clearance items (unless defective)

4. Return Process

To start a return, please contact us at shop@trustella.eu with your order number and reason for return. Once approved, you’ll receive instructions for sending the item back to our return address in Germany.

All return shipping costs are the responsibility of the customer unless the product was defective or incorrectly sent by Trustella.

5. Refunds

After we receive and inspect your return, we’ll notify you about the approval or rejection of your refund. Approved refunds are issued via your original payment method within 7–14 business days.

Trustella reserves the right to partially refund or deny claims for items not meeting return criteria.

6. Damaged or Defective Items

If your item arrives damaged or defective, contact us immediately at shop@trustella.eu with clear photos within 48 hours of delivery. We’ll offer a replacement, store credit, or refund depending on availability.

7. Late or Missing Refunds

If you haven’t received your refund after 14 business days, first check your bank or payment provider. If the issue persists, contact us at shop@trustella.eu for assistance.

8. International Returns

For returns outside the EU, customs duties, import taxes, or courier handling fees are the responsibility of the customer. Trustella is not liable for losses or delays caused by international shipping or customs processes.

9. Cancellations

Orders can be canceled only before they are shipped. Once shipped, you must follow the return process outlined above.

10. Legal Disclaimer and Limitation of Liability

Trustella is not responsible for indirect or consequential losses resulting from product use, shipping delays, or third-party logistics. Our liability, under any circumstance, shall not exceed the purchase price of the product in question.

11. Contact Information

For any refund or return inquiries, please contact:

Trustella Customer Care
Heinersdorfer Str. 25, Schwedt/Oder, 15303, Germany
Email: shop@trustella.eu
Website: https://trustella.eu