Refund policy
Effective Date / Last Updated: July 24, 2026
Policy at a Glance
| Topic | Our policy |
|---|---|
| Return window | 30 days from the delivery date |
| Restocking fee | $0 — none, ever |
| Return destination | TRILUMITY Returns — 602 Fountain Parkway Suite B, Grand Prairie, TX 75050, USA (RMA required before shipping) |
| RMA required? | Yes — email support@trilumity.com first |
| Damaged/defective/wrong item | Report within 48 hours of delivery with photos; we cover everything at no cost to you |
| Cancellations | Within 24 hours of purchase, before dispatch |
| Refund speed | 5–7 business days after we receive and inspect the return; banks may add 3–10 business days |
Return Eligibility
You may return most items within 30 days of the delivery date (the date shown by carrier tracking). To qualify for a refund, items must be:
- Unused and unworn
- For wigs: lace uncut and unaltered — once lace is trimmed or the wig is customized, it cannot be returned
- With original tags attached and original packaging intact
- With the hygiene seal intact, where the product carries one (lashes, adhesives, and similar items)
We inspect every return on arrival. Items that do not meet these conditions may be refused or returned to you, so please check before you ship.
Items That Cannot Be Returned
- Gift cards
- Final sale and clearance items (marked as such on the product page)
- Custom or personalized items
Nothing in this section limits your remedies for items that arrive damaged, defective, or incorrect — those are always covered, including on final sale items.
Who Pays for Return Shipping?
| Situation | Return shipping | Refund |
|---|---|---|
| Damaged, defective, or wrong item (reported within 48 hours of delivery, with photos) | We pay — prepaid label provided, or no return needed at all | Full refund or free replacement, at no cost to you, including any original shipping paid |
| Change of mind | You pay return shipping | Full product refund; original shipping charges (if any) are non-refundable |
| Wrong size chosen | You pay return shipping | Full product refund or exchange; original shipping charges (if any) are non-refundable |
| Unauthorized return (no RMA, or sent to the wrong address) | You pay; we cannot compensate for packages we cannot receive | Refund only if and when the package reaches our Texas facility and passes inspection; significant delays likely |
| Refused delivery | Carrier return costs deducted from the refund | Product refund minus carrier return costs; original shipping charges (if any) are non-refundable |
Damaged, Defective, or Wrong Items
Open your package soon after it arrives. If anything is damaged, defective, or not what you ordered, email support@trilumity.com within 48 hours of delivery with your order number and clear photos of the item and packaging. We will make it right at no cost to you: a prepaid return label if we need the item back (often we do not), and your choice of a free replacement or a full refund — including any original shipping you paid.
How to Return an Item (4 Steps)
- Request an RMA. Email support@trilumity.com within 30 days of delivery with your order number, the item(s) you want to return, and the reason. We reply within 24 business hours.
- Receive your authorization. We confirm your RMA number and your return address, which is our returns facility in Texas: TRILUMITY Returns — 602 Fountain Parkway Suite B, Grand Prairie, TX 75050, USA. An RMA is required — returns that arrive without an RMA cannot be processed normally.
- Pack and ship. Pack the item securely in its original packaging, write your RMA number on the outside of the package, and ship it with a tracked service to the Grand Prairie, TX address above. Keep your tracking receipt.
- Get your refund. Once your return arrives and passes inspection, we refund your original payment method within 5–7 business days and email you a confirmation. Your bank may take a further 3–10 business days to post the credit.
Exchanges
Want a different size or style? The quickest route is a return for refund plus a new order, so the replacement ships without waiting on the return. If you prefer a direct exchange, mention it in your RMA request and we will confirm availability; the exchange item ships after your return passes inspection. Size exchanges follow the "wrong size" row above — you cover return shipping, and we ship the replacement to you at no charge for orders of $50 or more (standard rates otherwise).
Order Cancellations
You may cancel an order within 24 hours of purchase, provided it has not yet been dispatched. Email support@trilumity.com with "CANCEL" and your order number. Once an order is dispatched, it cannot be cancelled — but you can return it under this policy after it arrives. Cancelled orders are refunded in full to the original payment method.
Refund Details
- Refunds always go to the original payment method. We cannot redirect refunds to a different card or account.
- We process refunds within 5–7 business days after receiving and inspecting your return.
- Banks and card issuers may take another 3–10 business days to post the credit to your statement.
- Restocking fee: $0. We do not charge return processing fees of any kind.
- If a refund seems missing, check with your bank first, then email us and we will send the refund transaction reference.
Important: Where NOT to Send Returns
Please read this twice — it protects your refund:
- Never ship a return to our Denver administrative address (1500 N Grant St Ste N, Denver, CO 80203). No staff work there. Packages sent there reach no one, cannot be inspected, and may be lost entirely.
- Never ship a return to China. Although orders ship from our fulfillment partners in China, returns are processed only at our returns facility in Texas, USA. International returns to China cannot be received or refunded.
- The only correct return address is: TRILUMITY Returns — 602 Fountain Parkway Suite B, Grand Prairie, TX 75050, USA. Write your RMA number on the outside of the package. Request an RMA first — returns without an RMA cannot be processed normally. If you have any doubt, email support@trilumity.com before shipping.
Questions
Email support@trilumity.com — reply within 24 business hours, Monday–Friday. Phone: +1 (719) 345-1188 (voicemail monitored; callback within 1 business day).