Refund policy
Returns and refunds
This policy applies to new TRYNVIA skincare orders placed under these terms. For earlier purchases, the policy shown when you ordered continues to apply. Your statutory rights are unaffected.
Change-of-mind returns
Contact us within 14 days of delivery to request a return. Skincare must be unopened, unused and in its original sealed packaging. Please include your order number or proof of purchase. For hygiene reasons, opened or used skincare is not eligible for a change-of-mind return.
How to request a return
Email Info@trynvia.com before sending anything back. If approved, we will provide return instructions and the correct destination. Our business mailing address is not an automatic returns destination. You pay return postage for an eligible change-of-mind return; we do not charge a restocking fee.
Damaged, defective or incorrect items
Please contact us promptly if your order arrives damaged, is defective or contains the wrong item. Include your order number and, where possible, photographs of the item and packaging. We will investigate and arrange an appropriate replacement or refund. If we require a return for a confirmed damaged, defective or incorrect item, TRYNVIA will cover the necessary return shipping. The unopened-product restriction does not remove your rights in these cases.
Refunds
We will notify you after inspecting an approved return. Approved refunds are issued to the original payment method within 10 business days; your bank may need additional time to post them. If more than 15 business days have passed since approval, email us. Customer-paid return postage is not refunded for a change-of-mind return.
Cancellations and exchanges
Contact us as soon as possible to request a cancellation or address change. We cannot guarantee changes once preparation or dispatch has begun. We do not offer direct exchanges; contact us about an eligible return before placing a separate order.
Product concerns
If irritation occurs, stop using the product and contact us about your order. Seek medical advice when needed. Please do not return a product until we provide instructions.