Refund and Returns Policy
Effective Date: January 1, 2025
Last Updated: January 1, 2025
At Trimenza, we believe trying a lighter shoe should never feel like a gamble. This Refund and Returns Policy explains how returns, exchanges, and refunds work for canvas shoes, running shoes, and sneakers purchased from trimenza.com, operated by Trimenza LLC, headquartered and registered at 6701 Corporate Dr, Ste N Johnston, IA 50131 US. Trimenza LLC is an online retailer and does not operate a walk-in retail showroom at this address. By placing an order, you agree to the terms below.
1. 30-Day Return Guarantee
You may request a return or exchange within 30 days of the delivery date, defined as the date the carrier’s tracking status shows Delivered. Requests submitted after the 30-day window cannot be approved for refund or exchange. We recommend emailing [email protected] as soon as you receive your footwear so our team can guide you through the process.
2. Return Conditions
To be eligible for a return, your footwear must meet the following conditions:
- Items must be unused, unworn, unwashed, and free of odors, with all original tags, labels, and inserts intact.
- Footwear must be returned in its original packaging (shoebox and any included care materials). Please do not tape labels directly onto the shoebox.
- You must provide your order number or proof of purchase.
- We strongly recommend trying shoes indoors on a clean surface first. Shoes showing outdoor wear, scuffs, dirt, or creasing from use are not eligible.
3. Non-Returnable Items and Exclusions
The following items cannot be returned or refunded:
- Customized or personalized footwear (for example, custom-embroidered or made-to-order pairs), unless the item arrived defective or incorrect.
- Final Sale or Clearance items, which are marked as non-returnable at checkout.
- Gift cards and digital gift certificates.
- Any hygiene or personal-safety products, such as worn insoles or socks, once opened or used.
4. Who Pays Return Shipping?
| Reason for Return | Return Shipping Cost | Original Shipping Fee |
|---|---|---|
| Defective item, damaged in transit, or wrong item shipped | Covered 100% by Trimenza (prepaid return label provided) | Refunded in full |
| Buyer’s remorse (wrong size ordered, change of mind, no longer wanted) | Paid by the customer | Not refunded (note: standard shipping is free on all orders) |
Because Trimenza offers free standard shipping on all US orders, no original shipping charge applies to standard deliveries.
5. How to Initiate a Return
- Email us: Send a message to [email protected] with the subject line “Return Request – [Your Order Number]”. Include your order number and clear photos of the item and its condition or defect.
- Approval: Our customer support team reviews your request and responds within 24–48 business hours. If approved, we issue a Return Merchandise Authorization (RMA) number and provide verified return warehouse instructions.
- Ship it back: Pack the footwear securely and mail it to the return address provided by our support team. Do not ship items to the sender address printed on the original package without written authorization, as this may result in a lost package and a denied refund.
6. Refund Processing and Timeframe
Once your returned footwear arrives at our warehouse, our team inspects it to confirm it meets the conditions above. We will email you to confirm approval or rejection. Approved refunds are processed within 3 days and automatically returned to your original payment method (Visa, Mastercard, American Express, Discover, PayPal, or Stripe). Please allow an additional 3–5 business days for your bank or card issuer to post the credit.
Late or missing refunds: If you have not received your refund, first check your bank account and contact your credit card company, as processing times vary. If you still need help, email [email protected] with the subject line “Refund Inquiry – [Your Order Number]”.
7. Order Cancellations and Changes
You may cancel or modify your order (change size or shipping address) within 12 hours of placing it, or before it enters our 2–3 business day handling and packing queue, by emailing [email protected]. After this window, the order cannot be canceled and must be handled through the return process above. For full details, see our Order Changes and Cancellations page.
8. Exchanges
If you need a different size or color, follow the return steps above and place a new order for the correct item. This ensures the fastest delivery of your replacement pair.
9. Damaged or Defective Footwear
If your canvas shoes, running shoes, or sneakers arrive damaged or defective, contact us within 30 days of delivery with photos. We will arrange a replacement or full refund at no cost to you.
10. Contact Us
Questions about returns or refunds? Our team is available Monday–Friday, 9:00 AM – 5:00 PM Central Time.
- Email: [email protected]
- Phone: +1 319 254 4935
- Address: Trimenza LLC, 6701 Corporate Dr, Ste N Johnston, IA 50131 US
For related information, please review our Shipping Policy, Payment Methods, FAQs, Terms and Conditions, and Privacy Policy.