Politique de remboursement

your satisfaction is our top priority. We want you to love your shopping experience and your new items. If you are not entirely satisfied with your purchase, we are here to help with a hassle-free return and exchange process.

1. 30-Day Return Window

You have 30 days from the date your package was delivered to request a return or an exchange. Return requests made after this 30-day period will unfortunately not be eligible for a refund or exchange.

2. Return Eligibility & Conditions

To qualify for a successful return and full product refund, your item must meet the following criteria:

The item must be unworn, unwashed, unaltered, and in its original condition.
The item must have all original tags still attached and remain in its original packaging.
Swimwear/Intimates Policy: For hygienic reasons, swimwear must be tried on over underwear. Returns will not be accepted if the protective hygienic liner has been removed, altered, or if the item shows any signs of wear.

3. How to Initiate a Return

Please follow these simple steps to start your return:

Contact Us: Send an email to our support team at support@trustloook.com.
Provide Details: Please include your Order Number, the name of the item(s) you wish to return, and a brief explanation of the reason for the return.
Receive Instructions: Our customer care team will respond within 1–2 business days with detailed return instructions and the designated return mailing address.

⚠️ Important Note: Please do not send your purchase back to the manufacturer or to the address listed on your shipping label without contacting us first, as it may not be processed correctly.

4. Shipping Costs for Returns

If the return is due to our error (e.g., you received a defective, damaged, or incorrect item), we will cover all return shipping costs and provide a prepaid return label.
For standard returns (e.g., change of mind, style preferences, or ordering a different size), the buyer is responsible for paying the return shipping fees. We highly recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.

5. Refunds & Processing Time

Once your return package is received at our facility and inspected by our quality assurance team:

We will send you an email notification confirming receipt of your item and whether your refund has been approved.
If approved, your refund will be processed immediately. A credit will automatically be applied to your original method of payment (Credit Card, PayPal, etc.).
Please allow 5–10 business days for the refund to reflect on your bank or credit card statement, depending on your financial institution's processing times.

6. Exchanges

The fastest way to get the item, size, or color you want is to return the item you have through our standard return process, and then make a separate new purchase on our website for the new item.