Refund policy

Return & Refund Policy

Welcome to TrustoraOnline Mart. We value your trust and are committed to providing quality products and excellent customer service. Please read our Return & Refund Policy carefully before making a purchase.

1. Overview

At TrustoraOnline Mart, we work with trusted suppliers to deliver products directly to your doorstep. Because we operate as a dropshipping business, our return process may differ slightly from traditional retail stores.

By placing an order with us, you agree to the terms outlined below.

2. Return Eligibility

You may request a return or refund if:

The item arrived damaged or defective
You received the wrong item
The item was significantly different from the description
The item was not delivered within the guaranteed timeframe

To be eligible for a return:

The request must be made within 7–14 days of delivery
The item must be unused and in its original packaging
You must provide proof of purchase (order number)
Photos or videos of the product may be required

3. Non-Returnable Items

The following items are generally non-refundable:

Personal care items
Intimate or hygiene products
Perishable goods
Gift cards
Final sale or clearance items

4. Return Process

To initiate a return:

Email us at trustoraonlinemart@gmail.com
or
Email us at tustoraemailmart@gmail.com

Include your order number and reason for return.
Attach clear photos or videos (if applicable).

Once your request is reviewed, we will:

Approve the return and provide instructions
Offer a replacement (if available)
Issue a refund (if applicable)

⚠️ Do not return items without contacting us first. Unauthorized returns may not be accepted.

5. Refunds

If approved:

Refunds are processed within 5–10 business days
Refunds will be issued to the original payment method
Processing times may vary depending on your bank or payment provider

Partial refunds may be granted in certain situations (e.g., missing parts, signs of use).

6. Shipping Costs

Customers are responsible for return shipping costs unless the item is defective or incorrect
Original shipping fees are non-refundable (unless due to our error)

In some cases, we may not require the item to be returned before issuing a refund.