Refund policy

At Trevallis, we want every customer to feel confident when purchasing a rug from our website. This Return & Refund Policy explains our return window, return conditions, shipping responsibilities, refund timeline, and contact information in a clear and transparent way.

1. 30-Day Return Window

We offer a 30-day return window. You may request a return or exchange within 30 calendar days from the date your order is marked as delivered by the carrier.

To be eligible for a return, the rug should be:

• Unused and unwashed
• Free from stains, odors, pet hair, or signs of heavy wear
• Returned with its original packaging or equivalent secure protective packaging to prevent damage during return shipping
• Returned with all included accessories, labels, or product materials, if applicable

Opening the package to inspect the rug, touch the material, check the size, or carefully lay it flat in your room does not void your return eligibility. We understand that customers need to inspect a rug before deciding whether it is suitable for their home.

2. No Restocking Fees

Trevallis does not charge restocking fees, handling fees, or hidden administrative fees for eligible returns.

• Restocking Fee: $0
• Handling Fee: $0

For eligible returns, no restocking fee will be deducted from your refund.

3. Return Shipping Costs

Return shipping responsibility depends on the reason for the return.

Damaged, Defective, or Incorrect Items

If your rug arrives damaged, defective, or incorrect due to our error, Trevallis will assist you with a replacement, return, or refund.

Please contact us at support@trevallis.com with your order number and clear photos of the issue. Once reviewed, we will provide the appropriate return or replacement instructions.

For approved damaged, defective, or incorrect item claims, Trevallis will cover the return shipping cost or provide another suitable resolution at no additional cost to you.

Change of Mind or Personal Preference Returns

If you would like to return a rug because you changed your mind, selected the wrong size, or decided the style does not match your space, the return is accepted within our 30-day return window as long as the item meets the return conditions listed above.

For change-of-mind returns, the customer is responsible for the return shipping cost. No restocking fee will be deducted from the refund.

4. How to Start a Return

To start a return, please contact our customer service team before sending the item back. This helps us confirm your order details and provide the correct return instructions.

Please email us at support@trevallis.com and include:

• Your order number
• The item you would like to return
• The reason for the return
• Photos, if the item is damaged, defective, or incorrect

Our team will review your request and provide return instructions within 1 to 2 business days.

Approved returns should be sent to:

Trevallis Returns Department
Building E
500 Linden Logistics Way
Linden, NJ 07036
United States

Please do not send returns to our office address. Our office is not a return processing location. Returns sent without prior approval may not be accepted or processed.

5. Refund Process

Once your return is delivered to our return center, our team will inspect and process the item within 2 to 3 business days.

After your return is approved, the refund will be issued to your original payment method within 5 to 7 business days. Your bank or credit card provider may require additional time to post the refund to your account.

If your refund has been approved but you have not received it after a reasonable processing period, please contact your bank or card provider first. You may also contact us at support@trevallis.com for assistance.

6. Order Cancellations

If you need to cancel an order, please contact us as soon as possible at support@trevallis.com.

Before Shipment

If your order has not yet been processed or shipped, we will cancel the order and issue a full refund to your original payment method.

After Shipment

If your order has already been shipped or handed over to the carrier, we may not be able to stop the shipment. In this case, you may receive the order and then request a return under our 30-day return policy.

7. Contact Information

For questions about returns, refunds, exchanges, order updates, or product concerns, please contact us using the information below.

Brand Name: Trevallis
Company Legal Entity: Trevallis Home Inc
Customer Support Email: support@trevallis.com
Customer Service Hours: Monday – Friday, 9:00 AM – 5:00 PM Mountain Time

Office Address:
17001 W 12th Ave
Golden, CO 80401
United States

Fulfillment and Return Center:
Building E
500 Linden Logistics Way
Linden, NJ 07036
United States

Please note that our office address is not a return processing location. To start a return and receive the correct return instructions, please contact our support team at support@trevallis.com before sending any item back. Returns sent without prior approval may not be accepted or processed.

Our office and U.S. Fulfillment and Return Center are not retail store locations and do not accept walk-in customer visits. For all order-related questions, return requests, or after-sales support, please contact us by email or through our Contact Us page.