Refund & Return Policy

Summary

• Consumers (B2C): You generally have a 14-day right of withdrawal for online purchases under Law No. 06/L-034 on Consumer Protection, subject to hygiene/seal exceptions.
• Hygiene rule: Hair extensions are returnable for “change of mind” only if unused and sealed. If opened/unsealed, withdrawal may not apply.
• Wrong/defective/damaged: You have legal remedies (replacement/repair/price reduction/refund depending on case).
• B2B/Wholesale: No automatic 14-day change-of-mind returns unless TRIO approves in writing.

1. Applicable law

This policy implements mandatory consumer rights under Law No. 06/L-034 on Consumer Protection, including:

• right of withdrawal for distance (online) contracts
• refund timing and method
• return obligations and cost allocation
• exceptions (including hygiene/sealed goods)
• remedies for lack of conformity (wrong/defective goods)

The withdrawal procedure is also supported by relevant implementing rules and guidance (e.g., Administrative Instruction No. 18/2018 on distance contracts/consumer rights implementation).

2. Who this policy applies to (B2C vs B2B)

B2C (Consumers)

If you buy as a consumer, you may have the 14-day withdrawal right, subject to the hygiene exception in Section 4.

B2B (Professionals)

If you buy as a business/professional, consumer withdrawal rules are not intended to apply. B2B returns are handled under Section 9.

3. “Change of mind” withdrawal (B2C) — 14 days

Consumers may withdraw within 14 days from the day the goods are delivered (to you or your nominated recipient), without giving a reason.

How to request withdrawal

Email contact@triosalon.net before the 14 days expire with:

• Order number
• Full name
• Product(s) to return
• Statement: “I withdraw from this contract.”
• Date

We will confirm receipt of your request.

4. Hygiene / sealed goods exception (IMPORTANT)

Consumer law provides an exception for sealed goods not suitable for return for health protection or hygiene reasons if unsealed after delivery.

Because hair extensions are hygiene-sensitive:

• ✅ Eligible for change-of-mind return only if unused, uninstalled, unaltered, and the original seal is intact
• ❌ Not eligible for change-of-mind return if opened/unsealed, used, installed, cut, dyed, styled, or altered

This does not remove your rights if the product is defective or not as ordered (Section 8).

5. Return conditions (for accepted returns)

• Item must meet the conditions above (seal intact, unused, resalable)
• Include invoice/receipt (or order confirmation)
• Package securely
• Use a tracked shipping service

6. Return shipping cost

For consumer withdrawals, the direct cost of returning goods is borne by the consumer unless TRIO agrees otherwise in writing.

7. Refunds

For valid consumer withdrawals:

• Refunds are made without undue delay and no later than 14 days from the day we receive your withdrawal notice.
• We may withhold the refund until we receive the returned goods or you provide proof of dispatch (whichever occurs first).
• Refunds are made using the same payment method unless expressly agreed otherwise.
• If you chose premium delivery beyond our standard option, the extra delivery cost may not be reimbursed where the law allows.

8. Wrong, damaged, or defective goods

If the product is wrong, arrives damaged, or is defective, you have statutory rights under Law No. 06/L-034, which may include:

• repair or replacement (where applicable), or
• price reduction or contract termination (refund) if repair/replacement is impossible or not provided within a reasonable time

What to do (fastest handling)

Email contact@triosalon.net with:

• Order number
• Photos/video (shipping label + packaging + product)
• Clear description of the issue

Transit damage: Contact us within 48 hours of delivery (recommended) for smoother evidence handling with the carrier.

9. B2B / Wholesale returns

For business/wholesale purchases:

• No automatic change-of-mind returns unless TRIO approves in writing
• Approved B2B returns must be unopened, unused, sealed, and resalable
• TRIO may apply reasonable handling/restocking rules agreed in advance
• Wrong/defective items: replacement or refund after verification, depending on stock and case

10. Return instructions

To prevent lost or rejected returns, always email first. We will provide the correct return instructions and reference details.

11. Contact

THE TRIO SH.P.K.
Ukshin Hoti Street, Prishtina, Kosovo
Email: contact@triosalon.net | Phone: +383 48 414 474