CUSTOMER SERVICE, RETURNS, AND REFUNDS POLICY
CUSTOMER SERVICE
Our commitment is to provide fast, clear, and human support. We know that buying online (especially products shipped directly by our partners) can raise questions, and we are here to solve them.
Support Channels:
-
WhatsApp: [+55 (11) 969773810] – Response within 24 business hours
-
Email: [supporttrendhivee@gmail.com] – Response within 24 business hours
-
Live Chat: Available on our website footer during business hours
Response Time:
-
We respond to all messages within 1 business day. During high-demand periods (Black Friday, product launches), this may extend to 48 hours.
Information Needed:
-
To expedite your support, please always provide your order number and the buyer's full name. This allows us to locate your product in our suppliers' systems faster.
​What We Handle:
-
Product questions
-
Delivery timeframes
-
Tracking code requests
-
Shipping issues
-
Returns and refunds guidance
SHIPPING DISCLOSURE
-
We work with domestic and international partner suppliers to offer the widest variety of products. Your order may be shipped directly from abroad (e.g., China, EU) by one of our partners.
-
This may affect the final delivery timeframe, which will be informed at checkout.
-
For international purchases, the buyer is responsible for any import duties, customs fees, or taxes, which are not included in the product or shipping price.
Tracking Information:
Because we work with dropshipping partners, your tracking code may take 3 to 5 business days to be generated after payment confirmation. We will notify you as soon as it is available.
RETURNS AND REFUNDS
1. Right to Cancel (FTC Cooling-Off Rule)
For online purchases, the Federal Trade Commission grants consumers the right to cancel an order under specific conditions. Please note that our return policy works differently for dropshipping orders.
​
How to request a return:
Contact us through one of our support channels with your order number and reason for return.
​
Conditions:
The product must be unused, in its original packaging, with tags and accessories intact.
​
Return Logistics:
Because your order is shipped directly by one of our partner suppliers, the cost and responsibility for shipping the product back to our returns center are the buyer's responsibility (since the return request originates from you).
​
Refund:
After we receive and inspect the product at our returns center, we will issue a full refund of the product price (excluding original shipping costs) within 7 business days, using the same payment method.
2. Return for Defective or Incorrect Products
If the product arrives defective, damaged, or significantly different from what was advertised, we will cover all shipping costs (return and replacement).
​
Deadline to request:
Within 14 calendar days of receiving the product.
​
How to request:
Contact us immediately with:
-
Order number
-
Clear photos of the issue
-
A short video showing the defect (if possible)
​
Procedure:
We will provide return instructions to our supplier. Once the product is received and verified, we will issue a full refund or send a replacement product at no extra cost to you.
3. Non-Delivery (Lost Package)
If the maximum estimated delivery timeframe (30 business days) has passed and the tracking shows no progress, we will initiate a full refund.
​
Deadline to request:
After the delivery timeframe has expired (30 business days).
​
How to request:
Contact us with your order number. We will open an investigation with the carrier. If the package is confirmed lost, your refund will be processed immediately.
What is NOT Refundable:
-
Products with visible signs of use or tampered packaging (except for defects)
-
Minor shipping delays (as long as the product is delivered within 30 business days)
-
Customs duties or import taxes in case of refusal by the buyer
-
Return requests for change of mind where the product is not returned in perfect condition
PAYMENT METHODS
For your security and convenience, we offer the most common payment methods in the U.S. market. All transactions are processed in a secure, encrypted environment.
​
Credit Cards:
-
Accepted: Visa, Mastercard, American Express, Discover
-
Installments: Available through payment gateways (e.g., Shop Pay Installments, Klarna)
​
Digital Wallets:
We accept Google Pay, Apple Pay, and PayPal for fast, biometric-authenticated purchases.
🔒 Security:
-
We never store your full card details on our servers
-
All payments are processed through certified gateways (e.g., Stripe, PayPal)
-
Your privacy and security are our priority