Returns & Exchanges Policy

Last updated: August 5, 2026

TRODE carefully inspects every international order before it is packed and shipped. This Policy is designed to provide customers with a clear and fair resolution process while recognising the practical conditions of international shipping.

This Policy applies to international orders purchased directly from TRODE.

This Policy does not affect your rights under applicable consumer law.

1. Change-of-Mind Returns

TRODE accepts return requests for eligible international orders within 14 days of delivery.

Change-of-mind reasons may include:

The customer no longer wants or needs the product.
The customer selected the wrong product, colour, or size.
The product does not suit the customer’s personal style, preference, or expected fit.
The customer would prefer a different product after receiving the order.

Customers must contact TRODE and clearly state their intention to return a product before sending it back.

Once a return request has been submitted, the customer must send the product back within 14 days, unless TRODE provides different instructions.

Submitting a return request does not automatically mean that a refund has been approved. TRODE will inspect the condition of the returned product before completing the refund.

If a customer selects the wrong size, colour, or product, TRODE may ask the customer to return the original product and place a new order instead of arranging a direct exchange.

2. Order Cancellations and Changes

Customers are responsible for reviewing their selected products, sizes, colours, shipping address, and contact details before completing payment.

Customers should contact TRODE as soon as possible if they wish to cancel or amend an order.

TRODE will try to assist if the order has not yet entered the packing process. However, changes or cancellations cannot be guaranteed once order processing has begun.

If the order has already been transferred to the shipping carrier:

TRODE may attempt to request an interception, redirection, or return-to-sender service where available.
TRODE cannot guarantee that the carrier will be able to stop or redirect the parcel.
If the parcel cannot be stopped, the customer may need to receive it and return it according to TRODE’s instructions.
The return-shipping rate applicable to the customer’s destination may be deducted from the refund if the cancellation is due to a change of mind.

A cancellation request does not allow the customer to keep the products and receive a full refund.

Refusing delivery, failing to respond to the carrier, or failing to collect a parcel does not, by itself, constitute a valid cancellation request. The customer must contact TRODE and clearly communicate their decision to cancel.

3. Condition of Returned Products

To qualify for a change-of-mind return, the product must:

Be unworn and unused, other than being tried on for a reasonable fitting.
Be unwashed, unrepaired, uncut, undyed, and unaltered.
Be free from stains, odours, cosmetics, pet hair, and other signs of use.
Include the original product labels, hangtags, accessories, and packaging where reasonably possible.
Be packed securely to prevent damage during return shipping.

Customers may try on a product only to the same extent that would reasonably be allowed in a physical retail store.

TRODE may reduce the refund if the product has lost value because it was used or handled beyond what was reasonably necessary to inspect it. Any reduction will be based on the actual condition of the product and the available evidence, rather than a fixed penalty.

The following products may not qualify for change-of-mind returns:

Products made or personalised specifically for the customer.
Gift cards.
Products clearly marked as Final Sale before payment.
Products that do not meet the return-condition requirements.

Gift cards, and store credit are subject to TRODE’s Gift Card & Store Credit Terms.

Discounted or promotional products remain eligible for support if they are defective, incorrect, or materially different from their published description.

4. Return Authorisation

Customers should not send a product to any address before receiving return instructions from TRODE.

After reviewing the request, TRODE will provide:

Confirmation of whether the product is eligible for return.
The appropriate return address.
Return-shipping instructions.
A prepaid return label, where available.
Details of any information or evidence required.
Products sent without prior instructions may be delayed or delivered to an address that cannot accept international returns.

5. Outbound and Return Shipping

Free or subsidised shipping provided by TRODE applies only to the original delivery of the order and does not include return shipping.

For non-defective products returned due to a change of mind, the customer is responsible for the return-shipping cost applicable to their country or region.

TRODE Prepaid Return Label

Where available, TRODE will provide a tracked prepaid return label at the return-shipping rate published for the customer’s country or region.

The return-shipping rate is an all-inclusive rate for returning the product through TRODE’s shipping partner. It includes transportation and any mandatory charges directly related to the international return process imposed by the shipping partner.

The rate applies to each approved return parcel that meets the stated size, weight, and packaging requirements.

Current Prepaid Return-Shipping Rates

The following rates apply to each approved return parcel:

North America (US, Canada, Mexico): 30 USD
Europe (UK, Germany, France, Italy): 35 USD
Southeast Asia (Singapore, Thailand, Malaysia, Philippines, Indonesia, Japan, Hong Kong): 30 USD
Oceania & South America (Australia, Brazil): 30 USD

These rates apply to eligible change-of-mind returns made using TRODE’s prepaid return label.

When using TRODE’s prepaid return label:

The customer does not need to make a separate payment for return shipping.
The applicable return-shipping rate will be deducted directly from the product refund.
The customer will not need to pay the shipping carrier separately.
The parcel must be packed and sent according to TRODE’s return instructions.

Additional costs may arise if:

The customer provides incorrect or incomplete information.
The parcel exceeds the stated size or weight requirements.
The customer separates the return into multiple parcels without TRODE’s approval.
The product is not packed or shipped according to TRODE’s instructions.
A surcharge results directly from the customer’s actions or specific requests.

The return-shipping rate published when the order is placed will apply to that order.

If the shipping partner’s rates or service conditions change, TRODE may update the return-shipping rates for future orders. Any updated rate will be published before the customer completes their purchase.

Customer-Arranged Return Shipping

Customers may choose and pay for their own tracked shipping service to return the product to the address provided by TRODE.

Before sending the product, the customer must contact TRODE to receive the correct return address and return instructions.

The customer must:

Send the product within the applicable return period.
Pack the product securely and follow TRODE’s return instructions.
Provide TRODE with the tracking number and proof of postage.
Keep all shipping documents until the refund has been completed.

If the customer arranges and pays for return shipping directly, TRODE’s prepaid return-shipping rate will not be deducted from the refund.

TRODE may withhold the refund until the returned product has been received or the customer provides acceptable evidence that the product has been sent back, in accordance with applicable requirements.

TRODE is not responsible for costs or delays caused by an incorrect return address, inaccurate shipping information, or failure to follow the return instructions.

When Return-Shipping Charges Do Not Apply

Return-shipping charges will not apply where TRODE confirms that:

The wrong product, colour, or size was sent.
An item was missing from the order.
The product has a material defect.
The product is materially different from its published description.
The issue resulted from an error attributable to TRODE.

For a valid cancellation of an entire order, any standard outbound delivery charge actually paid by the customer will be refunded where required by mandatory consumer law.

For partial returns, the original outbound shipping charge is generally not refundable.

6. Defective, Incorrect, or Missing Products

TRODE will review requests involving:

A product, colour, or size that does not match the confirmed order.
An item missing from the order.
A verified manufacturing defect.
A product that is materially different from its published description.
A product seriously damaged during shipping.
A parcel confirmed as lost.

Minor variations in colour, wash, texture, distressing, printing, embroidery, or hand-finished details may occur between products. These variations are not necessarily considered defects unless they materially affect the product’s design, condition, or intended use.

Where TRODE confirms that an issue is attributable to TRODE, the available resolution may include:

Sending a replacement without requiring the affected product to be returned to Vietnam.
Providing an equivalent replacement agreed with the customer.
Issuing a full or partial refund.
Providing store credit with the customer’s agreement.
Providing an agreed combination of a refund and store credit.

TRODE will not require a customer to accept store credit instead of a monetary refund that the customer is entitled to receive.

Each verified issue will generally receive one final resolution. A customer cannot receive a replacement, refund, and store credit for the same issue unless the replacement is also defective, incorrect, damaged, or lost.

7. Reporting an Issue and Providing Evidence

Customers should contact TRODE as soon as reasonably possible after discovering an issue.

For parcels that appear opened or damaged, missing items, or incorrect products, customers should report the issue within 72 hours of confirmed delivery so that TRODE can contact the shipping carrier promptly.

These 72 hours are recommended to support the investigation process and do not automatically remove any mandatory consumer rights.

TRODE may request:

The order number.
Clear photographs of the full product.
Close-up photographs or videos of the reported issue.
Photographs of the product labels and hangtags.
Photographs of the parcel and shipping label.
An unboxing video, where available.
A short description of the issue.

A continuous unboxing video is strongly recommended for claims involving missing or incorrect items, signs of tampering, or shipping damage.

The absence of an unboxing video does not automatically invalidate a legitimate claim if the issue can reasonably be verified using other evidence.

Customers must retain the product, labels, parcel, packaging, and protective materials until TRODE confirms that the request has been fully resolved.

8. TRODE Quality-Control and Packing Records

International orders may be inspected and documented during TRODE’s quality-control and packing process.

These records may include:

The order number.
Product names, colours, sizes, and quantities.
The visible condition of the products.
Product labels and hangtags.
The packing and sealing process.
Parcel weight.
Relevant shipping information.

When reviewing a request, TRODE may compare these records with the information provided by the customer, shipment tracking, delivery confirmation, parcel weight, and information from the shipping carrier.

Packing records are supporting evidence and will not be used as the sole basis for automatically accepting or rejecting a request.

Where necessary to handle a delivery, customer request, or dispute relating to an order, TRODE will only provide the information reasonably required to the parties directly involved in resolving the matter.

All related information and records will be used only for their intended purpose, limited to what is reasonably necessary, and handled in accordance with TRODE’s Privacy Policy.

9. Refused or Uncollected Parcels

Refusing delivery, failing to respond to the shipping carrier, or failing to collect a parcel does not, by itself, constitute a valid cancellation request.

Customers must contact TRODE and clearly communicate their decision to cancel or return an order.

If the customer has submitted a valid cancellation request while the order is in transit, TRODE may:

Ask the carrier to intercept or return the parcel to the sender, where this service is available.
Ask the customer to receive and return the parcel if it cannot be intercepted.
Withhold the refund until the parcel has been returned or acceptable proof of return has been provided.
Deduct the published return-shipping rate for the customer’s country or region if the parcel is returned because of the customer’s change of mind.

If the customer refuses, abandons, or fails to collect a parcel without notifying TRODE or following TRODE’s instructions:

TRODE may withhold the refund until the parcel has been returned and inspected.
The published return-shipping rate for the customer’s country or region may be deducted from the refund.
Additional direct costs resulting from storage, repeated failed delivery attempts, inaccurate information, or failure to cooperate with the carrier may also be deducted where supported by relevant records.
Any refund due will be determined after TRODE has received and inspected the returned parcel.

These charges will not apply where the parcel is refused or returned because TRODE sent an incorrect product, the product has a material defect, or the issue is otherwise attributable to TRODE.

10. Lost or Damaged Shipments

TRODE will review cases where a parcel:

Is confirmed as lost.
Has been opened or shows signs of tampering.
Has been seriously damaged during shipping.
Has sustained damage that materially affects the products inside.

Customers may be asked to provide photographs of:

The complete exterior of the parcel.
Any torn, crushed, opened, or resealed areas.
The internal packaging and protective materials.
The affected products.
The shipping label and tracking information.

TRODE may use this evidence when working with the shipping carrier.

Minor dents or damage to the external packaging will not qualify for a replacement or refund if the product inside remains materially unaffected.

11. Refund Processing

Refunds are calculated based on the amount actually paid for the eligible product after any discounts or promotions.

Refunds will be returned according to the payment methods used for the original order:

Any amount paid with a TRODE gift card will be returned to the same gift-card balance.
Any amount paid with TRODE store credit will be returned as store credit.
Any remaining refundable amount will be returned to the original payment method.

Store credit will not replace a monetary refund unless the customer clearly agrees to that resolution.

Where a product must be returned, TRODE may withhold the refund until:

The returned product has been received; or
The customer provides acceptable evidence that the product has been sent back.

If the customer uses TRODE’s prepaid return label, the published return-shipping rate for the customer’s country or region will be deducted from the refundable product amount.

No separate payment is required for the return-shipping charge.

For example:

Eligible product refund: 150 USD
Applicable prepaid return-shipping rate: 30 USD
Amount refunded to the original payment method: 120 USD

If the customer arranges and pays for return shipping directly in accordance with TRODE’s instructions, TRODE’s prepaid return-shipping rate will not also be deducted.

Refund processing times may vary depending on the original payment method, bank, PayPal, or other payment provider.

12. Fraudulent or Abusive Claims

TRODE may suspend or reject a request where there is reasonable evidence that:

Information, photographs, or videos have been altered or misrepresented.
The request is inconsistent with the available order, packing, shipping, or delivery records.
The same issue has already been refunded, replaced, credited, or recovered through a payment dispute.
The damage resulted from use, washing, improper storage, repair, or unauthorized alteration.
The customer has repeatedly submitted requests that cannot reasonably be verified.

TRODE may use relevant order records and supporting evidence when responding to a chargeback or payment dispute.

Nothing in this section limits any mandatory consumer rights.

13. Contact TRODE

To request an order cancellation, return, refund, or product support, customers should contact TRODE using the contact information published on our website or included in the order-confirmation email.

Please include the order number and any relevant supporting information so that TRODE can review the request.