Refund policy

Return and Refund Policy

Last updated: November 5, 2026

We want you to be happy with your purchase from Trengo Shop. If you are not, here is how returns and refunds work.

Returns within 14 days
You may request a return within 14 days after your order is delivered. To be eligible, the item should be unused and unopened in the same condition you received it, and you will need your order number.

How to start a return
1. Email us at support@trengoshop.com with your order number and the reason for the return. Please add photos if the item is damaged, defective or not what you ordered.
2. We will reply within within 2 business days with the next steps.
3. Please do not send anything back before we confirm. Items sent without our approval may not be accepted, and we cannot be responsible for them.

Damaged, defective or wrong items
If your item arrives damaged, does not work, or is not the item you ordered, contact us within 14 days of delivery with photos. We will offer a replacement or a full refund, including the original shipping cost. In many cases you will not need to return the item.

Other returns
If you simply changed your mind, you can return the item within 14 days. The return shipping cost is paid by the customer, and original shipping fees are not refunded.

Refunds
After we approve your refund, it goes back to your original payment method. Please allow 5-10 business days for the money to appear, depending on your bank or card provider.

Items we cannot accept back
Items that were used, damaged by the customer, or returned without approval. For hygiene reasons, opened grooming products and items that have touched an animal cannot be returned unless they are defective.

Order cancellations
To cancel an order, email us as soon as possible. If the order has not been shipped yet, we will cancel it and refund you in full. Once an order has shipped, the return process above applies.

Lost packages
If your tracking shows no movement for 10 days, if it says delivered but you did not receive it, or if your order has not arrived 20 business days after it shipped, contact us at support@trengoshop.com and we will investigate with the carrier and arrange a replacement or refund..

Contact
Trengo Shop
[COMPANY ADDRESS]
Email: support@trengoshop.com