Trendyada

Returns & Exchanges

Last updated: 4 September 2026 · Version: 1.1

1. In short

  • A return request is opened after the item has been delivered.
  • The window runs from the delivery date. Your remaining time is shown on the Orders page.
  • Requests are opened per store, not per order.
  • If the item has not yet shipped, this is a cancellation, not a return — and it is faster (section 7).

2. Why per store

This is a multi-vendor marketplace. Two stores in one basket means two separate sales: separate parcels, separate documents — and separate returns. Returning one store's item does not affect the other.

3. How to return

  1. Open the order on the Orders page.
  2. In that store's section, press Return request.
  3. Pick a reason: arrived damaged · wrong item sent · not as described · changed my mind · other.
  4. Add a note if useful. For damage or a wrong item, a short description speeds things up.
  5. Submit. From there it is on us: we review the request, contact the store if needed, and tell you the outcome.

A second request for the same store cannot be opened while the first is still open.

4. Stages

Received → Approved → Processing → Completed, or Rejected with a stated reason. Refunds are not automatic; opening a request does not mean it has been approved.

Not every request can be rejected. Where the statutory withdrawal period is still running and the item is not among the exceptions in section 8, the return cannot be refused; the store only assesses whether the item is excepted and the condition it comes back in. If such a request goes unanswered or is refused, write to destek@trendyada.com and the marketplace steps in.

What is left to the store's discretion is only a request outside that period or for an excepted item — that is, the store's own goodwill policy.

5. How much is refunded

The amount is not a figure you enter. It is calculated from that store's part of the order: item prices plus the shipping you paid for that store, minus the discount applied to it.

Refunds go back to the original payment method. For cash on delivery or bank transfer, we will ask for your bank details.

6. Exchanges

There is no separate exchange flow — and we would rather say so than describe something that does not exist. For a different size, colour or item: open a return request for what you have, and place a new order for what you want. The two run independently, so you need not wait if stock is running low.

A wrong or damaged item is not an exchange but the store's error: select that reason and no cost falls on you.

7. Before shipping: cancellation

If the parcel has not yet been handed to the carrier, the store's section of the order shows a Cancel option. Once it ships, the option disappears and the process becomes a return. Cancellation refunds the full amount.

8. Items that cannot be returned

Withdrawal may be excluded or limited for: items unsuitable for return on health or hygiene grounds once opened; items personalised to your order; perishable goods; and opened digital content, software and code cards. Where an exception applies, it is stated on the product page.

These exceptions do not apply to faulty goods. A damaged, defective or misdescribed item can always be returned.

9. Condition of the item

The item should not have been used beyond what is needed to inspect it, and should come back with its tags and accessories. Any deduction for diminished value is explained to you in writing.

10. Return shipping cost

If the item was damaged, wrong or not as described, return shipping is not your cost. If you changed your mind, it may be — unless the store states otherwise on its page.

Do not ship the item before your request is approved; the address and method vary by store.

11. Disputes

The store is the party to the sale, but you deal with us: we review the request and contact the store. If the store is in the wrong and offers no remedy, we settle your refund from the store's balance.

Your statutory rights to consumer dispute bodies remain unaffected.