Refunds & Cancellations

By Trofee Help Center

• 3 articles

Return Policy

Are all items eligible for return? We only allow returns for brand-new fashion and footwear items. Returns are not accepted for: - Other categories outside fashion and footwear. - Used or pre-owned items. Return Period You have 7 days to return eligible items for a refund. The return shipping fee will be the same as the original shipping fee you paid. For international shipments, any additional charges such as customs duties, import taxes, and clearance fees may be deducted from the refunded amount. The return shipping fee applies per returned order. How Returns Work - Request a Return: contact us [email protected] or send a WhatsApp message to +971 50 805 5483 with your order number and product photos. - Ship Within 3 Days: Use the provided return label to send back items within 3 days. - Condition Matters: Items must be unused, unworn, and include all original tags and packaging. This means no signs of wear or creasing from trying on, no sole debris (for sneakers), and all original packaging included. Refund: After the seller receives the returned item and confirms it matches the conditions above, we’ll process your refund within 7 days. When do we deny a refund? Trofee will cancel the refund request if the buyer: - Fails to ship the return within 3 days of receiving the return label. - Does not package the item properly. - Returns the item in a condition different from how it was received. - Sends back the wrong item. If There’s a Problem with Your Order If something’s wrong—like a damaged item, wrong order, or anything unexpected—our Buyer Guarantee Policy has your back. Just reach out to [email protected] or send a WhatsApp message to +971 50 805 5483 and we’ll make it right.

Last updated on Jan 14, 2026

Buyer Guarantee Policy

At Trofee, we’re here to make shopping stress-free. If something goes wrong with your order, we’ve got your back. Here’s how the Buyer Guarantee Policy works: What is Covered: - Not as Described or Incomplete Order: The item doesn’t match the listing on Trofee (e.g., you received used sneakers listed as new) or is missing essential parts that weren’t disclosed by the seller. - Damaged Item: The item arrives damaged (e.g., broken, torn, cracked, heavily scratched, or not functioning) and the damage wasn’t clearly disclosed in the listing or shown during the livestream - Package Not Received: Your order is lost, delayed without updates, or marked as delivered but never arrived. - Unauthentic Item: You suspect the item isn’t genuine. How to Get Help Contact us at [email protected] or send a WhatsApp message to +971 50 805 5483 within 7 days of receiving your order. Include your order number and clear photos showing the product from different angles (front and back) under good lighting. If possible, include a video recording of the unboxing. If the issue falls under our Buyer Guarantee Policy, we will refund you fully. In some cases, we might ask you to return the item in the same condition you got it, including keeping any tags or packaging intact. If so, we’ll pay the return shipping fee. The Buyer Guarantee Policy does not apply if you return a different item than what you bought, or if there is suspected misuse of the policy, or if the orders are placed outside of Trofee.

Last updated on Jan 14, 2026

Order Cancellation

Once you place a bid, it’s final. Double-check during livestreams to avoid any accidental bids. You can still request to cancel an order anytime before the item is shipped. The seller has the choice to approve or deny your request—if they deny it, the sale is final. If the seller doesn’t respond to your cancellation request within 24 hours, the sale will proceed as normal. How to Request a Cancellation: Contact [email protected] or +send a WhatsApp message to 971 50 805 5483 with the seller’s name and your order number, and we’ll take it from there!

Last updated on Jan 14, 2026