Refund policy

trickroo.com (hereinafter referred to as "the Platform") prioritizes protecting the legitimate rights and interests of its users. Taking into account the unique characteristics of grocery products (such as fragility, bulk, and customization) and the Platform's logistics policies, we have established the following clear and enforceable refund terms. These terms cover refund conditions, processes, timelines, and special agreements for different scenarios, ensuring that your rights and procedures are clear when requesting a refund. These terms apply to all users who have placed orders on the Platform. Unshipped Refunds (after payment, but before the product has shipped): This applies to situations where the user cancels the order, the product is out of stock/discontinued, there is a price error, or there are errors in user information, requiring a new order. Special Note: For customized grocery items (such as engraved tableware or custom-designed storage boxes) that have already entered the production phase, a 30% customization fee will be deducted for cancellation (clearly marked "Cancellation Fee After Customization" on the product details page). The remaining balance will be refunded.

Shipped Refunds (Products in Transit, but Not Confirmed for) (Products in Transit, but Not Confirmed for) apply to situations where delivery delays exceed the delivery deadline, product damage (discovered before signing for), customer changes in requirements mid-transit, requiring refusal, or an incorrect delivery address resulting in undeliverable items. Inapplicable situations: If the user directly refuses to accept the product without informing customer service in advance, and the product has no quality/transportation issues; or if the application is not made in time due to the logistics delay, this type of refund will not be available. Refund for signed-for product (after confirmation of receipt): Refund after 7 days of no-reason return, refund for product quality issues, refund for product not matching the description. Inapplicable situations: If the product has been opened and used, the packaging is damaged, accessories are missing; or if the product is damaged due to improper use by the user (such as breaking a ceramic cup, soiling fabric groceries), this type of refund will not be available. Refund progress inquiry: Log in to your account and check the real-time progress in "My Orders - Refund Details" (such as "Under Review", "Waiting for Return", "Refund in Progress", "Received"), or send "Order Number + Refund Number" to the customer service email service@trickroo.com for inquiry. Customer service will respond within 12 hours.