Refund policy
Refunds, Returns and Exchange Policy
Return requests are evaluated based on our below policy guidelines only.
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Easy 7-Day Return Policy
**Eligibility for Returns:**
-
**Defective or Damaged Products:**
- If the product shipped to you is defective or damaged, you must notify us within 7 days of delivery via WhatsApp with photographic or videographic proof.
- The product, along with its original packaging and all accessories, must be returned.
- Upon receipt and verification of the returned product, we will either refund your money in full or send you a replacement unit.
- We will arrange for the return and replacement/refund within 7 days of receiving the returned item.
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2. **Other Reasons:**
- For reasons not covered in point 1, you can request a refund or exchange within 7 days of receiving the product by contacting us on WhatsApp with the necessary proof.
- Shipping costs for returns will be deducted from your refund, amounting to Rs.150 per kg. For exchanges, the return shipping cost will be Rs.90 per kg. These charges are calculated based on the packed shipment weight as billed by the courier company, and courier companies may apply weight slabs (e.g., 0–1 kg, 1–2 kg, etc.) rather than exact decimal weights.
- We will arrange the return process. Exchanges will be processed at the current selling prices on our website, excluding any applied coupons or discounts.
-If the product delivered is as described and has no defects in it, we may not be processing your return request. We are at liberty to reject your return request.
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3. Under the Buy2Get1 deal and Buy3Get1 deal, returns and exchanges are not accepted unless defective or damaged.
4. Returns are not accepted your commercial products.
5. Accessories like glass lids and and spatulas (if any) are not covered under any kind of warranty and hence are not eligible for replacement or refunds.
6. Return Policy for Orders Below ₹750
Orders under ₹750 are not eligible for returns. Our cast iron products are heavy, making round-trip shipping costs prohibitive. Hence returns and exchanges are prohibited for orders below Rs.750.
7. Since we use wood pressed vegetable oils only and not refined or processed oils the seasoning may be slightly peeled off / chipped off. Please note, this is not a defect and is not eligible for a return. All you have to do is restore the seasoning as per the use and care manual.
8. Returns, refunds and exchange is not applicable on Glass lids.
**Return Conditions:**
- An unboxing video is required to process your return in both scenarios.
- Returns are accepted only for unused products.
- Combo and bundle orders with coupons applied are not eligible for returns.
- Return requests are evaluated based on our policy guidelines.
- Returns can be arranged only from the original delivery address within India. We do not support pickups from alternate locations or international addresses, as our operations are limited to India.
- Our cast iron and carbon steel cookware is seasoned with natural cold-pressed oils. Proper maintenance per our instructions is required to prevent rust and discoloration. Returns will not be accepted for improper maintenance. - - Cast iron cookware typically has a rough and, at times, uneven surface texture. This is a characteristic of the material and is not a defect. If you are accustomed to non-stick chemical-coated surfaces, you may find the texture different, but this is not eligible for returns.
- Iron tawas also at times might have slight undulations and unenen surface. This is a characteristic of the material and is not a defect. If you are accustomed to non-stick chemical-coated surfaces, you may find the texture different, but this is not eligible for returns.
- Handles of our cast iron and other cookware of ours get heated while cooking as they are made of a single piece with no joints. Please be aware of this before placing your order. Returns are not accepted for this reason.
- If a replacement has already been issued once, further replacements are not allowed.
- Returns are not accepted for products ordered using coupons. Partial returns or exchanges are also not accepted if coupons are applied.
- The above refund policy applies to both COD and prepaid orders. Prepaid order cancellations will incur a charge of Rs.120 per kg x 2 for shipping.
**Non-returnable Items:**
- Kitchen Accessories and Outdoor cooking categories are not returnable or replaceable.
- Boulder series tawas priced over Rs.1999/- are not returnable.
**Customer Support:**
- For any issues, contact us on WhatsApp at +91 8838990853. We offer lifetime support for our products and will provide guidance and suggestions as needed.
**Shipping Partner Limitations:**
- If our shipping partners cannot pick up from your location, you will need to return the items yourself. We will refund your shipping cost upon receiving a scanned copy of the AWB.
**Purchase Verification:**
- This return policy is only applicable to products bought from our online store (trilonium.com). We keep a record of all serial numbers and respective buyers. If the serial numbers do not match our records, no replacement will be provided, and you will need to retrieve the product at your own cost.
#### FAQ
**1. What is the return period?**
- You need to return the product within 7 days from the receipt of the shipment.
**2. What is your cancellation policy?**
- You can cancel your order anytime before it starts shipping. If you cancel an order that is already being shipped, a restocking fee of 25% will apply.
**3. How do I return my product to Trilonium?**
- Contact our customer service on WhatsApp at +91 8838990853 (Monday to Saturday, 10 AM to 6:30 PM IST).
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Return Address
eKitchen Ventures,
123/55, Venkatesapuram,
Shankar Nagar, Salem - 636007,
Tamil Nadu, India.
(Near Vaniyar Kalyana Mandapam)
Phone: 8838990853
Email: trilonium@gmail.com
This return and support policy is applicable only to products used within India. Our services, including reverse pickup and support, are limited to locations within India.
If a product is taken outside India after delivery, we will not be able to arrange reverse pickup or provide logistics support. In such cases, customers may choose to return the product to our India address at their own cost. Any applicable resolution, including refunds, will be processed only after the product is received and inspected at our facility.