Return Policy
Return and Refund Policy
Last updated: June 2026
All products sold by Trinellis Designs are made to order and, where applicable, personalized specifically for each order. Because of this, we are unable to accept returns or exchanges on the basis of change of mind, incorrect size selection, or dissatisfaction with a design choice made at the time of purchase. Please review your order carefully before completing checkout, particularly any personalization details such as names, dates, and font selections.
When We Will Make It Right
We will issue a replacement at no charge if your order meets any of the following conditions:
- The item arrives damaged or defective
- The item arrives with a printing error that differs from what was ordered
- The wrong item was sent
To be eligible you must contact us within 7 days of receiving your order at sales@trinellisdesigns.com and include your order number and clear photographs showing the issue. We will review your case and respond within one business day.
Non-Returnable Items
The following cannot be returned or refunded under any circumstances:
- Personalized or custom made to order products where the personalization was entered correctly at checkout
- Items returned without prior authorization from our team
- Items not in their original condition upon arrival
- Sale items and gift cards
Damages and Issues
Please inspect your order as soon as it arrives. If you believe your item is defective, damaged, or incorrect, contact us immediately at sales@trinellisdesigns.com. Do not discard the packaging or the item before contacting us as we may need photographs to process your claim.
European Union Orders
If your order is being shipped into the European Union, please note that personalized and custom made to order products are exempt from the standard 14 day cooling off period under EU consumer law, as permitted by Article 16(c) of Directive 2011/83/EU. This exemption applies to all personalized jewelry, custom printed mugs, pillow covers, blankets, and apparel sold through Trinellis Designs.
If you receive a damaged, defective, or incorrect item, the resolution process described above applies regardless of your location.
Refunds
We do not offer refunds on the basis of preference or change of mind. If a replacement is approved for a damaged, defective, or incorrect item, we will send a replacement order at no additional cost. Refunds to the original payment method are issued only in cases where a replacement cannot be fulfilled.
If a refund is approved, it will be processed within 10 business days. Please allow additional time for your bank or card provider to post the credit to your account. If more than 15 business days have passed since your refund was approved, please contact us at sales@trinellisdesigns.com.
Contact Us
For all return and order issue inquiries:
Trinellis Designs
79/81 Main Street, Unit 33
Yonkers, NY 10702
Please note this is our registered business address. Do not send physical returns to this address without prior written authorization from our team.