Refund policy

Return & Refund Policy

At Trelvani, we want customers to feel confident when purchasing our drinkware products.

If you are not satisfied with your purchase or experience an issue with your order, please review the following return and refund guidelines.

1. Return Eligibility

We accept eligible return requests within 30 days of the delivery date.

To qualify for a return, the item must:

  • Be unused and in its original condition.

  • Be returned with all original accessories and components.

  • Include the original packaging where reasonably possible.

  • Be accompanied by proof of purchase or an order number.

For hygiene reasons, drinkware that has been used for drinking may not be eligible for a change-of-mind return unless it is defective, damaged, or otherwise covered by applicable consumer rights.

Items showing damage caused by misuse, improper handling, or accidental breakage after delivery may not qualify for a return.

Nothing in this policy limits any mandatory consumer rights that may apply.

2. How to Request a Return

To request a return, please contact our customer support team:

Email: [email protected]

Please include:

  • Your order number.

  • The product you wish to return.

  • The reason for your return request.

  • Photographs of the item if it is damaged, defective, or incorrect.

Our customer support team will review your request and provide return instructions where applicable.

Please do not send items back without contacting us first. The appropriate return address and instructions will be provided after your request has been reviewed.

3. Damaged, Defective, or Incorrect Products

Please inspect your order after delivery.

If your item arrives damaged, is defective, or differs from the item ordered, contact us as soon as reasonably possible.

For example, issues may include:

  • A glass cup arriving broken or cracked.

  • A tumbler or bottle arriving with damaged components.

  • A product with a manufacturing defect.

  • Receiving a different item from the one ordered.

Please provide your order number, a description of the issue, and clear photographs where available.

After reviewing the information, we will work with you to arrange an appropriate resolution, which may include a replacement, refund, or another solution consistent with applicable consumer rights.

For confirmed damaged, defective, or incorrectly supplied items, Trelvani will cover reasonable return shipping costs when a return is required.

4. Change-of-Mind Returns

If you wish to return an eligible unused item because you have changed your mind, you may request a return within 30 days of delivery.

Customers are responsible for return shipping costs associated with change-of-mind returns unless otherwise agreed.

Original shipping charges are generally non-refundable for change-of-mind returns, except where required by applicable consumer protection rules.

We recommend using a trackable shipping service when returning an item.

5. Return Inspection

Once your returned item has been received, we will inspect it to determine whether it meets the applicable return conditions.

We may contact you if further information is required.

If the return is approved, we will proceed with the appropriate refund.

If the item does not meet the return requirements, we will explain the reason and discuss the available options.

6. Refund Processing

Approved refunds will be issued to the original payment method used for the purchase.

We generally process approved refunds within 5–10 business days after approval.

The time required for the refunded amount to appear in your account may vary depending on your payment provider or financial institution.

If you have not received your refund after the expected processing period, please contact us at [email protected].

7. Exchanges and Replacements

If you receive a damaged, defective, or incorrect product, please contact our customer support team to discuss whether a replacement or another suitable resolution is available.

Replacement arrangements are subject to product availability.

If the requested replacement is unavailable, we will discuss an appropriate alternative, including a refund where applicable.

8. Order Cancellations

If you need to cancel an order, please contact us as soon as possible.

We will review whether the order can be canceled before it has been processed or dispatched.

Once an order has been shipped, cancellation may no longer be possible. In that situation, you may request a return after delivery in accordance with this policy.

9. Contact Us

For questions about returns, refunds, damaged products, or replacement requests, please contact:

Email: [email protected]

Phone: +852 70962516

Support Hours: Monday–Friday, 9:00 AM–6:00 PM (UTC+8)

Business Information

Trelvani is owned and operated by HONG KONG BALDUR TECHNOLOGY CO.,LIMITED.

We operate an online retail store at https://trelvani.com/, offering insulated tumblers, drinking bottles, glass cups, and tea mugs for everyday use.

BRAND: Trelvani

LEGAL COMPANY NAME: HONG KONG BALDUR TECHNOLOGY CO.,LIMITED

OWNER / REPRESENTATIVE: Weng Qunxia

CUSTOMER SUPPORT EMAIL: [email protected]

SUPPORT HOURS: Monday–Friday, 9:00 AM–6:00 PM (UTC+8)

WEBSITE: https://trelvani.com/

BUSINESS ADDRESS: FLAT/RM A 12/F ZJ 300, 300 LOCKHART ROAD, WAN CHAI, HONG KONG

Customer Support Phone: +852 70962516