Return & Refund Policy

Last Updated: June 28, 2026

1. LEGAL ENTITY INFORMATION

This website is operated by Trevano Solutions S.R.L.

Company Name: Trevano Solutions S.R.L.

Registration Number: J2025041588009

VAT Number: 51950960

Registered Address: Bucharest, Sector 6, Str. VALEA OLTULUI, No. 2, ROOM 1, Block M9, Staircase A, Floor 6, Apartment 36

Contact Email: payment@tetolo.com

2. RETURN ELIGIBILITY (30-DAY WINDOW)

You are entitled to apply for a return or exchange within 30 calendar days from the date of successful delivery. Requests submitted after this window cannot be accepted. To qualify, items must be unused, in their original condition, and include all original packaging, manuals, and accessories.

3. RETURN PROCEDURE (MANDATORY)

Important: Do not send your return to our registered address without prior authorization. Returns sent without prior approval will not be accepted.

Initiate Request: Contact our support team at payment@tetolo.com with your order number, reason for return, and photographic/video evidence of the product condition.

Review & Authorization: Our after-sales team will review your application within 24 business hours.

Return Shipping: Upon approval, we will provide you with the official designated return address and shipping instructions. You must retain your tracking number as proof of shipment.

4. SHIPPING FEE ALLOCATION

Our Responsibility: If the return is due to inherent product defects, shipping damage, or our warehouse errors, we will cover all return shipping costs.

Personal Reasons: If you are returning items due to subjective reasons (e.g., change of mind, incorrect size selection, or personal style preference), you are responsible for all return shipping fees, including any applicable international duties or surcharges.

5. REFUND PROCESS

Once we receive and inspect the returned item:

Inspection: Verification is completed within 2–3 business days.

Refund Issuance: If the item passes inspection, a refund will be processed to your original payment method within 3–5 business days.

Arrival Time: The actual receipt of funds depends on your bank’s processing cycle, which may take additional time.

6. NON-RETURNABLE ITEMS

For hygiene and safety reasons, the following items are non-returnable:

Personalized/custom-engraved products.

Items marked as "Final Clearance" or non-refundable on the product page.

Disposable consumables or items showing signs of use/damage caused by improper handling.

7. QUALITY WARRANTY & EXCHANGES

We offer free exchanges for defective or incorrect items. If you receive a product inconsistent with our description, we will provide a replacement or full refund, covering all logistics expenses. We strictly prohibit repeated, malicious, or non-verified return applications to maintain a fair platform environment.