Returns, Replacements & Refunds Policy

Because our warehouse is based in Brazil and we ship worldwide via UPS and FedEx (including pallets), returning merchandise to Brazil is not possible in most cases. For that reason, we work with shipment insurance and a flexible system of replacements, credits and refunds to protect our customers.

Please read the policy below carefully before placing your order.

1. General Conditions

  • All international orders are shipped via UPS or FedEx.
  • We always hire shipment insurance with the carrier for your order.
  • Due to customs and freight limitations, physical returns to Brazil are generally not accepted.
  • Instead of returns, we handle issues through:
    • Replacements
    • Store credit (to use on your next order)
    • Refunds (in specific cases, described below)

2. Damaged or Broken Items on Arrival

If your order arrives with damaged or broken pieces, we will support you with the insurance claim and ensure you are not left at a loss.

2.1. What You Need to Do

To be eligible for replacement, credit or insurance claim, you must:

  1. Inspect the shipment immediately upon delivery.
  2. Take clear photos of:
    • The outer box, showing any dents, tears, punctures, crushed corners, wet areas, etc.
    • The shipping label on the box.
    • The inner packaging (bubble wrap, filling, etc.).
    • The damaged items from multiple angles.
  3. Contact us within 3 days of delivery with:
    • Order number
    • Description of the issue
    • All photos listed above

Without these photos and prompt communication, UPS/FedEx may deny the insurance claim, which limits what we can do on our side.

2.2. Insurance via UPS/FedEx

  • We file the claim with UPS/FedEx using the insurance we contracted for your shipment.
  • If UPS/FedEx confirms the damage and approves the claim:
    • The carrier will refund the declared amount for the damaged items.
    • Based on that, we will offer you:
    • Replacement of the damaged products, or
    • Store credit in the amount of the refund, to use on a future order, or
    • In some cases, refund of the corresponding amount (depending on the agreement for that order).

2.3. If the Carrier Does Not Approve the Claim

If UPS/FedEx does not refund the damage (for example, if they reject or partially approve the claim), we will still do our best to support you.

In these cases, at our discretion, our company may offer:

  • Replacement of the damaged items, or
  • Store credit for the value of the damaged items (to use on your next order).

Because UPS/FedEx insurance is a third‑party evaluation, we cannot guarantee the outcome of every claim, but we are committed to finding a fair solution.

3. Incorrect or Different Items Than Agreed

If any product arrives different from what was agreed during the negotiation (for example: wrong material, wrong size, wrong color, wrong quantity, or clearly not as described):

  1. Please contact us within 3 days of delivery with:

    • Description of the discrepancy
    • Photos or videos showing the product and the issue.

 

  1. After we review the case and confirm the difference, our company will offer one of the following options:

    • Replacement of the incorrect products, or
    • Store credit to be used on your next order, or
    • Refund for the affected products (method to be agreed with the customer).

You do not need to return the products to Brazil in order to receive one of these solutions, unless we specifically request otherwise.

4. Non‑Returnable Nature of International Orders

Due to the high costs, customs processes and logistical restrictions involved in returning goods to Brazil:

  • Standard returns (sending merchandise back to us) are not possible.
  • All issues are handled through:
    • Insurance claims with UPS/FedEx
    • Replacements
    • Store credit
    • Refunds (when applicable and agreed)

5. Order Cancellations

You can add your own rules here, for example:

  • Orders can be cancelled before shipment.
  • Once an order has been shipped, it can no longer be cancelled, and the above policies (damage/incorrect item) apply.

6. How to Contact Us

If you experience any issue with your order, please contact us at:

  • Email: info@trevigems.com
  • WhatsApp / Phone: + 55 51 995 381 122

Include your order number, a clear description of the issue, and photos when relevant.