Refund policy
Last Updated: August 9, 2026
At Trentsme, customer satisfaction is important to us. If you are not completely satisfied with your purchase, we are here to help.
This Returns & Refund Policy applies to purchases made through the Trentsme website. Nothing in this policy limits or excludes any rights or remedies you may have under applicable consumer protection laws in your country or region.
Return Eligibility
You may request a return within 7 days of receiving your order, subject to the conditions below and any mandatory rights provided by applicable law.
To be eligible for a return, the product must:
- Be unused and unopened.
- Remain in its original, sealed packaging.
- Be in the same condition as when you received it.
- Include all original packaging, labels, and accessories, where applicable.
- Be accompanied by proof of purchase, such as your order number or receipt.
Skincare and Beauty Products
For hygiene and safety reasons, we generally cannot accept returns of skincare and beauty products that have been opened or used.
Unopened products in their original, sealed packaging may be returned within 7 days of delivery, provided they meet the requirements of this policy.
This restriction does not affect your legal rights regarding products that are faulty, defective, damaged, expired, incorrectly supplied, or otherwise covered by applicable consumer protection laws.
Damaged, Defective, Expired, or Incorrect Products
Please inspect your order as soon as possible after delivery.
If you receive a product that is:
- Damaged
- Defective
- Expired
- Incorrect or different from what you ordered
please contact us within 48 hours of delivery at support@trentsme.com.
Please provide:
- Your order number
- A description of the issue
- Clear photos of the product
- Photos of the packaging
- A photo of the shipping label, where applicable
Once we verify the issue, we may provide a replacement, refund, or another appropriate resolution at no additional cost to you, subject to applicable law.
How to Request a Return
To request a return, please email support@trentsme.com within 7 days of receiving your order.
Please include:
- Your order number
- The reason for the return
- Photos of the product, where relevant
If your return is approved, we will provide instructions on how and where to return the product. Approved returns are sent by mail; we do not currently offer in-store or drop-off return locations.
Please contact us and receive return instructions before sending any product back. Returns sent without prior approval may not be accepted or may be returned to the customer.
Change-of-Mind Returns
We accept change-of-mind returns for eligible products that are unopened, unused, and in their original sealed packaging.
For change-of-mind returns:
- The customer is responsible for reasonable return shipping costs.
- Original shipping charges are generally non-refundable.
- The product must meet all return eligibility requirements.
- Refunds are issued after the returned product has been received and inspected.
- No restocking fee applies.
These conditions do not limit any mandatory rights you may have under applicable consumer protection laws.
Non-Returnable Items
The following items generally cannot be returned:
- Opened or used skincare and beauty products
- Products with broken, removed, or tampered safety seals
- Gift cards
- Clearance or final-sale items, except where required by applicable law
- Free promotional or complimentary items
Faulty, defective, damaged, expired, or incorrectly supplied products may still qualify for a remedy where required by applicable law.
Exchanges
We do not offer direct product exchanges.
If you would like a different product, you may return an eligible unopened product for a refund, subject to approval, and place a new order.
Where a product is faulty, defective, damaged, expired, or incorrectly supplied, we will provide an appropriate remedy in accordance with this policy and applicable law.
Refunds
Once we receive and inspect your returned product, we will notify you whether your refund has been approved.
If approved, the refund will normally be processed to your original payment method within 5–10 business days.
The time required for the refund to appear in your account may vary depending on your bank, card issuer, payment provider, or other financial institution.
If a refund is required by applicable consumer protection law, we will process it in accordance with the applicable legal requirements.
Return Shipping Costs
For change-of-mind returns, the customer is responsible for reasonable return shipping costs unless applicable law requires otherwise.
If the product is faulty, defective, damaged, expired, or incorrectly supplied, Trentsme will cover reasonable return shipping costs or provide a prepaid return label where applicable.
International Returns
Trentsme ships to customers internationally.
For international returns, customers may be responsible for return shipping costs, customs charges, duties, taxes, or other applicable fees when the return is due to a change of mind, unless otherwise required by applicable law.
Where a product is faulty, defective, damaged, expired, or incorrectly supplied, Trentsme will work with the customer to provide an appropriate resolution in accordance with this policy and applicable law.
Customers should not send international returns without first contacting support@trentsme.com and receiving return instructions.
Order Cancellations
Orders may be cancelled before they have been processed or shipped.
Once an order has been dispatched, it generally cannot be cancelled through our order cancellation process. In this situation, the order must follow the applicable return process.
This does not affect any cancellation or withdrawal rights that may apply under the laws of the customer's country or region.
Consumer Rights
Trentsme respects the consumer protection laws applicable to our customers.
Depending on where you live, you may have additional rights relating to faulty, defective, incorrectly described, damaged, or otherwise non-conforming products, including statutory rights to repair, replacement, refund, cancellation, or other remedies.
Nothing in this Returns & Refund Policy is intended to exclude, restrict, or limit any consumer rights that cannot legally be excluded or limited in your country or region.
Where applicable law provides a greater or different right than the terms stated in this policy, the applicable law will prevail.
Contact Us
If you have any questions about our Returns & Refund Policy or would like to request a return, please contact us:
Trentsme Email: support@trentsme.com
Trentsme
14 Clay Works Lane, Auckland, New Zealand 0600
Email: support@trentsme.com
Please include your order number when contacting us about an existing order.
We will review your request and provide the appropriate return or refund instructions.