Refund policy

At Trylo, we uphold the highest standards of hygiene and safety. Due to the intimate nature of our products, we maintain a Strict No-Exchange Policy. Please read the following terms carefully before completing your purchase.

1. Eligibility for Return

To maintain sanitary standards, only Bras are eligible for return. All other products are considered "Final Sale."

Return Conditions: A return will be accepted only if the item meets the following "Pristine Criteria":

  • Condition: Unused, unworn, unwashed, and unaltered.

  • Packaging: Must be in original, undamaged packaging.

  • Integrity: All tags, labels, and hygiene seals must be intact and attached.

  • Timeline: Request must be initiated within 7 days of the delivery date.

2. Non-Returnable Items (Final Sale)

For hygiene and safety reasons, the following items are categorically ineligible for return, refund, or exchange under any circumstances:

  • Panties and Thongs

  • Panty Sets

  • Any bundle or set containing a panty/bottom piece

  • Items purchased during "Final Clearance" or specific promotional events (as marked on the product page).

Note: This policy applies even if the size or fit is not suitable. We encourage customers to refer to our Size Guide before purchasing.

3. No Exchange Policy

We do not offer exchanges. If you require a different size or style in an eligible item (Bras), please:

  1. Initiate a return for the original item.

  2. Once your refund/store credit is processed, place a new order for the desired item.

4. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, incorrect, or missing, you must report it to us within 48 hours of delivery to be eligible for a replacement or a full refund.To report an issue, please contact our team immediately via Email at sales@trylo.com or via WhatsApp. To process your claim and initiate a refund, the following documentation is mandatory:

  • Unboxing Video: A continuous, unedited video showing the opening of the courier seal and the inspection of the product.

  • Photos: Clear images of the outer shipping box (including the courier label) and the specific defect.

  • Failure to provide the above within the 48-hour window will result in the claim being denied.

5. The Return Process

To ensure a smooth experience, please follow our standardized return workflow:

  1. Request: Visit our Easy Return Portal located in the footer at the bottom of our website. You can here to go directly to the portal. Enter your Order ID and contact details to initiate the request.

  2. Pickup: Once your request is validated through the portal, we will schedule a reverse pickup from your original delivery address.

  3. Inspection: All returned items undergo a rigorous quality and hygiene inspection at our warehouse. Trylo reserves the sole and final right to determine if an item meets the "Pristine Criteria" (Unworn, Unwashed, All Tags Intact).

  4. Resolution (Refund): Upon successful inspection, a refund will be issued to your original payment method within 7–10 working days. *Store Credit: If preferred, we can issue immediate store credit for your next purchase once the item is approved.

6. Reservation of Rights

  • Unsolicited Returns: Items sent back without prior written approval will be rejected and/or returned to the sender at their expense.

  • Policy Misuse: Trylo reserves the right to flag and/or block accounts that show a pattern of excessive returns or fraudulent activity.

  • Final Decision: Trylo’s decision on the condition of returned goods is final and binding.

Need Assistance?

Our support team is here to ensure you find your perfect fit. Email: sales@trylo.com

What is NOT Considered a Defect?

To maintain fair standards and align with international garment manufacturing protocols, the following are strictly categorized as non-defects and are ineligible for "Damaged/Defective Item" claims or refunds:

  • Color Discrepancy: Minor variations in color shades are inevitable due to studio lighting, digital photography, or the color calibration of your specific device screen (Mobile/Tablet/Laptop/LED/OLED/LCD). These do not constitute a "wrong item" or "defective product."

  • Stray/Loose Threads: As per industry standards, minor stray threads that do not compromise the structural integrity, stitching, or fit of the garment are not considered defects. These can be safely trimmed.

  • Lace & Print Variations: Due to the nature of fabric cutting, the exact placement of lace patterns, floral motifs, or prints may vary slightly from the product image. Each piece is unique and these variations are not flaws.

  • Material Hand-feel: Variations in the "feel" or "softness" of the fabric (texture) are subjective and can vary between different dye lots or batches. This is a natural characteristic of textile production.

  • Sizing Subjectivity: A product that does not fit the customer’s body as expected is a sizing issue, not a manufacturing defect. Please refer to our Size Guide before purchase, as fit varies by body type.

  • Packaging Aesthetics: Minor dents or scratches on the outer shipping box or internal product packaging that do not damage the actual product inside are not grounds for a return.

  • Self-Inflicted Damage: Any damage occurring after the package is opened, including but not limited to:

    • Cuts or snags caused by using scissors/knives to open the courier polybag.

    • Tears, broken straps, or stretched elastic caused by trying on an incorrect size.

    • Stains from makeup, deodorant, or lotions.

    • Damage caused by failure to follow the "Wash Care" instructions.

Legal Disclaimer: Trylo reserves the sole and final authority to determine, through professional quality control (QC) inspection, whether an item is genuinely defective or falls under the aforementioned categories.