Refund and Returns Policy

This Refunds and Returns Policy applies to all purchases made through the Trade Loka website.

Return Window

Customers in the United States may request a return within 30 days of delivery.

We have two main types of returns depending on your reason. Please see the specific conditions below.

1. Returns for Change of Mind (Customer Remorse)

This applies if you decide you no longer want an item.

  • Product Condition: The item must be in its original, new, and unused condition.
  • Return Shipping Costs: It is the customer's responsibility to pay for return shipping costs. We recommend using a trackable shipping service.
  • Restocking Fees: There are no restocking fees.

2. Returns for Defective, Damaged, or Incorrect Items

This applies if your item arrives with a manufacturing defect, was damaged during transit, or is not the item you ordered.

  • Product Condition: The item can be new or slightly used if the defect was only discovered after opening.
  • Return Shipping Costs: Trade Loka will cover the full cost of return shipping. We will provide you with a free, prepaid return label to download and print.
  • Restocking Fees: There are no restocking fees.

General Return Instructions (For All Returns)

Step 1: Notify Us

To initiate any return, email our customer service at info@tradeloka.com. Please include your order number and state the reason for your return (e.g., "change of mind" or "item is defective").

Step 2: Wait for Approval

Please allow 1-2 business days for our team to review your request. Once approved, we will provide you with a return authorization and detailed instructions. If your item is defective, this email will include your free prepaid return shipping label.

Step 3: Send Your Return

Send all approved returns to the address provided in your return authorization email.

Important: Do not send items to our corporate address listed on the website. Returns sent without authorization or to the wrong address cannot be processed.

Refund Processing

Once we receive and inspect your returned item, we will notify you of the outcome. Approved refunds will be processed to your original form of payment within 7 business days.

Exchanges

We do not accept exchanges. If you need a different item, please return your original purchase for a refund and place a new order.

Exceptions to the Return Policy

The following items cannot be returned:

  • Custom or personalized products
  • Hygiene-related items (e.g., socks, underwear) unless they are in an unopened and sealed package.

Contact Information

For questions about returns, please contact our customer service:

  • Email: info@tradeloka.com

  • Head Office Address: 6 Nikau rd, Otahuhu, Auckland, 1062, New Zealand