Refund policy

Last updated: September 15, 2026

We want you to love what you ordered. If it is not the right fit, this policy explains how returns, refunds and exchanges work. Trivelle is operated by Shushlav Commerce LLC.

30-day returns

You may request a return within 30 days of delivery. If your order arrived in more than one shipment, the 30 days run from the delivery of that item, not from the first parcel to arrive.

To be eligible for a change-of-mind return, the item must be:

Unused and in new, resalable condition;
In its original box and packaging; and
Returned with all included items (for example, the protective pad and any inserts).

Because our products are made of natural stone that absorbs water, items returned visibly used, soiled, stained, or with missing parts may be refused or refunded only in part. There is no restocking fee for items returned in eligible condition.

Who pays for return shipping

Orders of $79 or more: return shipping is on us. We will email you a prepaid return label.
Orders under $79: you cover the cost of return shipping. We will send you the return address and simple instructions.
Small accessories: for lower-value Stone Ritual accessories we will often simply refund you without asking you to ship the item back. Email us first and we will tell you which applies.

Damaged, defective, or wrong items

If your order arrives damaged, is defective, or is not what you ordered, we will make it right at no cost to you — a free replacement or a full refund, including any return shipping. Please contact us within 30 days of delivery with your order number and a photo of the issue. This applies regardless of packaging.

How to start a return

Email us at support@trivelle.store with your order number and the reason for your return. We will reply with next steps, usually within 1–2 business days. Please do not ship items back before contacting us, so we can make sure your return is processed correctly.

Refunds

Once we receive and inspect your return, we will email you to confirm. Approved refunds are issued to your original payment method, typically within 5 business days. Depending on your bank or card issuer, it may take a few additional days for the refund to appear. Original shipping charges (if any) are non-refundable except where the return is due to our error or a defective item.

Cancelling an order

If you need to cancel, email us as soon as possible. We can usually cancel an item that has not yet been dispatched. Because parts of an order may ship from different locations at different times, one item may already be on its way while another can still be cancelled — we will tell you exactly what is possible when you write to us.

Exchanges

The fastest way to exchange an item is to return the original (per the steps above) and place a new order. If you would like help, just email us.

Late or missing refunds

If you have not received a refund you are expecting, first check with your bank or card issuer, as processing times vary. If you have done this and still have questions, contact us and we will help.