Cancellations & refunds
How to back out before shipping, and what to do when something goes wrong after.
Can I cancel as a buyer?
Yes — anytime before the seller marks the order shipped. Hit Cancel order on the order page and add an optional note. We refund your card or PayPal in full immediately (Stripe and PayPal usually post the refund within a few business days, depending on your bank).
Once the seller has shipped, the cancel button disappears. From there, if the item never arrives or arrives broken, dispute with your card issuer or PayPal — see below.
Can the seller cancel?
Yes, also up until they've shipped. Sellers sometimes need to back out — supply problem, can't get a healthy specimen, listed the wrong item. When they cancel you're refunded in full and the order page reflects the seller-initiated cancellation. They can include a note explaining why.
My package never came. What's my remedy?
Trevul doesn't reimburse failed deliveries directly. Your remedy is to dispute the charge with your card issuer (or open a case with PayPal if you paid via PayPal) — the protections built into those payment methods are how undelivered items get unwound. We'll cooperate with their investigation when they reach out to us.
Order of operations: message the seller first via the order page (most cases resolve here), then escalate to support@trevul.com if needed, and file the card dispute once you've exhausted those.
What happens when I dispute a charge?
Stripe or PayPal notifies us; we flip the order to Disputed and our team contacts both sides. Refunds during an active dispute go through the card / PayPal channel, not Trevul's auto-refund flow — so don't be surprised if our normal "Cancel order" button is gone while the dispute is open. Whatever the issuer decides is final from Trevul's perspective.
My refund went through but the bank rejected it.
Rare but possible (closed account, fraud-flag rollback). The order page flips back from Refunded to its prior state and we email you. Update your payment method or contact support@trevul.com to sort out an alternate path.