Refund and Returns Policy

Summary

Item	Our policy
Return window	30 days from the delivery date
Condition required	Unused and not assembled, with every box, panel, part and hardware bag, in the original packaging
Restocking fee	$0 — none, ever
Return address	602 Fountain Parkway Suite B, Grand Prairie, TX 75050, USA
RMA required	Yes, before you ship anything back
Refund issued	5 to 7 business days after we receive and inspect the return
Cancellation window	Within 24 hours of purchase, before dispatch

If Your Item Arrives Damaged, Defective, Incomplete or Wrong

This is on us and it costs you nothing. Email support@trilumitybeauty.com within 48 hours of delivery with your order number and clear photos of the damage or the missing part, the box it came in, and the shipping label.

For a playhouse, check the contents against the parts list in the instructions before you start building, and report anything missing or broken within those 48 hours. We send a prepaid return label if a return is needed at all, and then a replacement or a full refund, whichever you prefer. You do not pay return shipping, and you do not pay a restocking fee.

How To Start a Return

Email us within 30 days of delivery. Send your order number and the reason for the return to support@trilumitybeauty.com.
Wait for your RMA number. We reply within 24 business hours with a Return Merchandise Authorization number and instructions.
Write the RMA number on the outside of every box. Boxes without a visible RMA number cannot be matched to an order and cannot be refunded.
Ship every box to our Texas facility and send us the tracking numbers. Keep proof of postage until your refund posts.

Who Pays Return Shipping

Situation	Who pays
Item damaged in transit	We do — prepaid label
Item defective or parts missing	We do — prepaid label
Wrong item sent	We do — prepaid label
Changed your mind	You do
Ordered the wrong model or color	You do

Before you order a large playhouse, please know this: a flat-packed playhouse is heavy and can be several boxes, so return postage for a change-of-mind return can be substantial. Check the dimensions and the space in your yard first, and email us with any question before you buy rather than after.

Shipping to you was free, so there is no original shipping charge to deduct from or add to a refund.

Condition Requirements

Returns must come back in resalable condition:

Unused and not assembled. Once a playhouse has been built, painted, fixed to the ground or left outdoors, it cannot be returned for a change of mind. Damage, defects and missing parts are always covered, assembled or not.
Every box, panel, part and hardware bag that was delivered, in the original packaging.
Personalized or custom-printed items: made to your order, so they cannot be returned unless they arrive damaged or the personalization is wrong.

Items We Cannot Accept

Gift cards
Custom or personalized products
Items returned more than 30 days after delivery
Items returned without an RMA number

Exchanges

We handle exchanges as a return plus a new order. Email us for an RMA, send the original item back, and we ship the replacement once it has been received and inspected. If the exchange is because you chose a different model or color, you cover the return shipping; if it is because we sent the wrong item, we cover everything.

Cancellations

You can cancel within 24 hours of purchase, as long as the order has not been dispatched. Email support@trilumitybeauty.com with your order number as soon as possible. After dispatch, the order has to run its course and be returned under this policy.

How Refunds Are Issued

Refunds go back to the original payment method. We issue the refund within 5 to 7 business days after the return arrives and passes inspection, and we email you when it is sent. Your bank or card issuer may take a further 3 to 10 days to post the credit to your statement — that part is outside our control.

Return Address

TRILUMITY Returns
602 Fountain Parkway Suite B
Grand Prairie, TX 75050
USA

Do not send returns to our Denver registered office at 1500 N Grant St Ste N. That address receives administrative mail only and nobody there can process a return. Do not send returns to China. And do not ship anything back before you have an RMA number.