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:
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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.
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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
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Package Not Received: Your order is lost, delayed without updates, or marked as delivered but never arrived.
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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.