Return Policy

Our Commitment to Quality

At Trozelonwhral, we take pride in creating handmade greeting cards and prints with exceptional attention to detail. We want you to be completely satisfied with your purchase. This Return Policy outlines the terms and conditions for returns, exchanges, and refunds.

Return Eligibility

We accept returns under the following conditions:

• Items must be returned within 30 days of the delivery date.
• Products must be in their original condition, unused, and in the original packaging.
• Custom or personalized items cannot be returned unless they arrive damaged or defective.
• Limited edition items are eligible for return only if they arrive damaged or defective.
• Sale or clearance items may not be eligible for return unless otherwise stated at the time of purchase.

Non-Returnable Items

The following items cannot be returned or exchanged:

• Custom-made or personalized greeting cards and prints created to your specifications.
• Items that have been used, written in, or altered in any way.
• Products without original packaging or tags.
• Gift cards or digital products.
• Items marked as final sale at the time of purchase.

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately upon receipt. We will work with you to resolve the issue promptly. To process a claim for damaged or defective merchandise:

• Contact us within 7 days of receiving the item.
• Provide photographs clearly showing the damage or defect.
• Include your order number and a description of the issue.
• Keep all original packaging materials.

Once we verify the damage or defect, we will offer a replacement, exchange, or full refund, including original shipping costs. We may also provide a prepaid return shipping label for damaged or defective items.

How to Initiate a Return

To start the return process, please follow these steps:

1. Contact us through our contact page or email us at online@trozelonwhral.world within 30 days of receiving your order.
2. Provide your order number, the item you wish to return, and the reason for the return.
3. Wait for our return authorization and instructions. Do not send items back without prior authorization.
4. Pack the item securely in its original packaging, including all accessories, documentation, and tags.
5. Ship the item to the address provided in our return authorization email.
6. We recommend using a trackable shipping service and purchasing shipping insurance for your protection.

Return Shipping Costs

Return shipping costs are the responsibility of the customer unless the return is due to our error, a damaged item, or a defective product. We recommend using a trackable shipping method, as we cannot be responsible for items lost in transit. If you receive a prepaid return label from us, the cost of return shipping may be deducted from your refund.

Refund Process

Once we receive and inspect your returned item, we will send you an email notification confirming receipt. We will also notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within a certain number of days, depending on your payment provider's policies.

Please note:

• Refunds will be issued to the original payment method used for the purchase.
• Original shipping charges are non-refundable unless the return is due to our error.
• Processing time for refunds is typically 5-10 business days after we receive the returned item.
• It may take additional time for your bank or credit card company to process and post the refund.

Partial Refunds

In certain situations, only partial refunds may be granted:

• Items with obvious signs of use or damage not caused during shipping.
• Items returned more than 30 days after delivery.
• Items not in their original condition or missing parts for reasons not due to our error.
• Items returned without prior authorization.

Exchanges

We accept exchanges for items of equal or lesser value. If you wish to exchange an item for a different product, please follow the return process outlined above and place a new order for the desired item. If the new item is of greater value, you will be responsible for paying the difference. If it is of lesser value, we will refund the difference to your original payment method.

Late or Missing Refunds

If you have not received a refund within the expected timeframe, please:

1. Check your bank account or credit card statement again.
2. Contact your credit card company or bank, as it may take some time before your refund is officially posted.
3. If you have done all of this and still have not received your refund, please contact us at online@trozelonwhral.world.

Order Cancellations

You may cancel your order within 24 hours of placing it for a full refund, provided the item has not yet been shipped. Once an item has been shipped, our standard return policy applies. To cancel an order, please contact us immediately with your order number.

International Returns

International customers are responsible for all return shipping costs, customs fees, and duties. We recommend using a trackable international shipping service. Refunds for international orders will not include original shipping costs or any customs fees paid. Please contact us before returning an international order to receive specific instructions.

Restocking Fees

We do not charge restocking fees for standard returns that meet our return eligibility criteria. However, items returned without authorization, in unsellable condition, or outside the return window may be subject to a restocking fee of up to 20% of the purchase price.

Contact Us

If you have any questions about our Return Policy or need assistance with a return, please contact us:

Trozelonwhral
887 Queen St W
Toronto, ON M6J 1G5
Canada
Phone: (416) 703-0089
Email: online@trozelonwhral.world

Our customer service team is available Monday through Friday, 10am to 6pm EST, and will respond to your inquiry within 24-48 hours.