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Customer Guarantees

Refund & Return Policy

Read our comprehensive return criteria, reimbursement timelines, exchange protocols, and customer assurance terms.

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Effective Date: 09/25/2026Version 2.4

1. Overview and Customer Commitment

At Trusionary, customer satisfaction and transparent retail practices stand at the core of our operations. This Return and Refund Policy outlines the terms, prerequisites, timelines, and procedures governing returns, order cancellations, product exchanges, and monetary reimbursements for purchases made directly through our online marketplace. By finalizing a transaction with Trusionary, you acknowledge and agree to comply with the stipulations set forth herein.

2. Standard Return Window and Eligibility Conditions

We provide a 30-calendar-day return window beginning from the confirmed delivery date reported by the designated carrier. To qualify for a complete refund or merchandise credit, returned items must satisfy all of the following conditions:

  • Items must remain unworn, unwashed, unaltered, and completely free of cosmetic residue, perfumes, pet hair, or any indicators of physical use.
  • Original manufacturer tags, hygiene seals, authenticity packaging, and branded dust bags must remain securely attached and intact.
  • All included accessories, hardware components, manuals, and promotional bonus items must accompany the primary merchandise.
  • The item must be packed safely in sturdy outer packaging to avoid transit damage during return shipping.

Any merchandise returned in a condition deemed used, stained, damaged, or incomplete upon warehouse inspection will be rejected or subject to a mandatory devaluation fee of up to 50% of the item purchase value.

3. Non-Returnable Items and Final Sale Designations

For health, sanitary, safety, and inventory clearance considerations, certain categories are strictly non-returnable and non-refundable once shipped. These exemptions include:

  • Intimate apparel, swimwear, bodysuits, and undergarments where hygienic seals have been opened or removed.
  • Customized, monogrammed, or made-to-order tailored garments and individualized accessories.
  • Items explicitly marked as Final Sale, Clearance, Archive Collection, or Special Liquidation at the time of checkout.
  • Gift cards, e-vouchers, downloadable digital content, and promotional gift sets.
  • Personal care items, cosmetics, fragrances, and grooming accessories once the protective wrap or seal has been breached.

4. Step-by-Step Return Authorization Procedure

To ensure swift and accurate processing, all returns must follow our formal Return Merchandise Authorization (RMA) procedure:

  1. Initiate Request: Contact our support department at help@trusionary.com or call (541) 751-1800 with your verified order number, proof of purchase, and the specific items you wish to return.
  2. RMA Issuance: Once verified, our team will issue an authorized RMA number accompanied by pre-addressed return shipping instructions. Returns sent without an active RMA number cannot be tracked and may experience substantial delays or refusal.
  3. Careful Packaging: Enclose the RMA packing slip inside the parcel and affix the provided shipping label securely to the exterior of the package, ensuring any old shipping barcodes are completely obscured.
  4. Carrier Hand-Off: Drop off the parcel at an authorized carrier drop-off location and obtain a physical drop-off receipt showing tracking scan confirmation.

5. Inspection, Processing, and Refund Disbursement

Upon physical arrival at our regional logistics facility, all returned merchandise undergoes an itemized quality verification by our fulfillment specialists. This verification protocol is generally completed within 3 to 5 business days of physical receipt.

Once approved, refunds are credited back to the original method of payment utilized during the initial transaction. Depending on your financial institution or card issuer, processing times vary as follows:

  • Credit and Debit Cards: 5 to 10 business days following issuance of confirmation.
  • Digital Payment Platforms: 24 to 72 hours from confirmation.
  • Store Merchandise Credit: Issued immediately via digital certificate sent to your registered email address.

Please note that original shipping charges, expedited delivery surcharges, and customs tariffs are non-refundable unless the return is solely caused by an erroneous or defective fulfillment on our part.

6. Damaged, Defective, or Incorrect Deliveries

If you receive merchandise that is visibly damaged during transit, defective in material craftsmanship, or differing from the items ordered, you must notify Trusionary within 5 calendar days of carrier delivery. Please provide photographic evidence showing the shipping label, packaging defects, and specific item damage. Following expedited verification, Trusionary will arrange a complimentary prepaid replacement, express exchange, or full refund inclusive of standard delivery charges.

7. Exchanges and Order Modifications

Direct manual exchanges are subject to real-time inventory availability. If you require a different size, alternative colorway, or variant, the most expedient method is initiating a standard return for store credit or refund while immediately placing a separate order online for the desired replacement item.

Order cancellation or shipping address modification requests must be submitted within 60 minutes of checkout. Once an order enters automated fulfillment or shipping dispatch, cancellation is no longer possible and standard return procedures must be utilized upon receipt.

8. Return Shipping Costs and Restocking Policies

Except in cases involving confirmed product defects or shipping mistakes attributable to Trusionary, the purchaser remains responsible for return transportation charges. When choosing our pre-paid return labels, a flat-rate return shipping deduction of $7.95 will be automatically subtracted from the final refunded balance. We do not assess arbitrary restocking fees on standard compliant apparel returns.

9. Inquiries and Customer Service Contact

For inquiries regarding return tracking, complex exchanges, or general assistance with this policy, our customer operations team is available Monday through Friday, 9:00 AM to 6:00 PM EST.