About Us

At Trilio Mart, customer satisfaction is our priority. We carefully inspect our products before dispatch, but if you receive a damaged, defective, incorrect, or incomplete item, we are here to assist you.

1. Return Period

You can request a return or exchange within 7 days of receiving your order.

After 7 days, we may not be able to accept your return request.

2. Products Eligible for Return

A product may be returned if:

  • You received a damaged or defective product.
  • You received the wrong product.
  • The product is different from what you ordered.
  • An item or part of your order is missing.
  • The product has a manufacturing defect.

3. Return Conditions

To be eligible for a return:

  • The product must be unused and in its original condition.
  • The product must be returned with its original packaging and accessories, if applicable.
  • The product should not have been damaged due to misuse, negligence, or improper handling.
  • Customers may be required to provide clear photos or videos showing the issue.
  • The return request must be made within 7 days of delivery.

4. Non-Returnable Products

The following products may not be eligible for return:

  • Products that have been used or damaged by the customer.
  • Products damaged due to improper use or handling.
  • Personal hygiene products that have been opened or used.
  • Products specifically marked as non-returnable on their product page.
  • Items returned without their original packaging or necessary accessories.

5. How to Request a Return

To request a return, contact Trilio Mart Customer Support within 7 days of receiving your order.

Please provide:

  • Order number
  • Customer name
  • Contact number
  • Reason for return
  • Clear photos or videos of the product

Our team will review your request and, if approved, provide you with the return instructions.

6. Return Shipping Charges

If you received a wrong, damaged, defective, or incomplete product due to our error, Trilio Mart will cover the applicable return shipping cost.

If the return is requested for another reason, the customer may be responsible for the return shipping charges.

7. Refund Policy

Once we receive and inspect the returned product, we will notify you regarding the status of your refund.

If your refund is approved, the refund will be processed through the applicable payment method or another mutually agreed method.

For Cash on Delivery (COD) orders, we may request the necessary payment details from the customer to process the refund.

Refund processing and transfer times may vary depending on the payment method.

8. Exchange / Replacement

If you receive a damaged, defective, or incorrect product, we may offer a replacement or exchange, subject to availability.

If the same product is unavailable, Trilio Mart may provide an alternative resolution, such as a refund.

9. Order Cancellation

Orders can be cancelled before they are dispatched.

Once an order has been dispatched, cancellation may no longer be possible. In such cases, the order may be handled according to our return policy.

10. Undelivered or Refused Orders

If an order cannot be delivered because of an incorrect or incomplete address, customer unavailability, refusal to accept the parcel, or repeated failed delivery attempts, additional delivery or return charges may apply.

11. Refund Exceptions

A refund may be declined if:

  • The return request is made after the 7-day return period.
  • The product has been used or damaged by the customer.
  • The product is damaged because of improper use or handling.
  • Required accessories or parts are missing.
  • The product does not meet our return conditions.

12. Contact Us

If you have any questions regarding our Return & Refund Policy, please contact Trilio Mart Customer Support.

Trilio Mart
Pakistan

We are committed to providing our customers with a safe, reliable, and satisfactory shopping experience.