Overview
We want you to receive your order in the condition and specification you expected. If there is a problem with your purchase, please contact us so we can review the issue and determine the appropriate resolution.
Depending on the circumstances, a resolution may include a replacement, refund, or other appropriate remedy.
This policy applies to purchases made directly through TrexsyShop.com and should be read together with ourTerms & Conditions.
Eligible Returns
A return may be considered where an item arrives damaged, defective, materially different from the product ordered, or otherwise qualifies for a return under applicable law.
Where a return is approved, we will provide instructions for the next steps. Do not send an item back before receiving return instructions from us.
Returned products may need to be in unused or otherwise acceptable condition, together with their original packaging where reasonably possible.
Damaged or Defective Items
If your order arrives damaged or an item appears to be defective, contact us as soon as reasonably possible after delivery.
We may request photographs or other information showing the condition of the product and its packaging so that we can assess the issue.
After reviewing the circumstances, we may offer a replacement, refund, or another appropriate resolution.
Incorrect Items
If you receive an item that is materially different from what you ordered, please contact us with your order information and photographs of the item received.
We will review the issue and, where the error is confirmed, work with you to provide an appropriate resolution.
Non-Returnable Items
Certain products may not be eligible for return because of their nature, condition, hygiene considerations, customisation, or other applicable restrictions.
Any product-specific return restrictions will be communicated where applicable.
This section does not limit any mandatory rights or remedies provided to consumers under applicable law.
Return Window
Where a return is permitted, the applicable return period may depend on the reason for the return, the product purchased, destination, and applicable consumer protection requirements.
Please contact us promptly after receiving your order if you believe there is an issue with your product.
We will confirm whether the request qualifies and provide the applicable return instructions.
How to Request a Return
To request a return, contact us at info@trexsyshop.com with the following information:
- Your order number.
- The name of the product concerned.
- A description of the issue.
- Photographs or other supporting information where relevant.
Our support team will review the request and respond with the appropriate next steps.
Photos & Information
For damaged, defective, or incorrect products, we may request clear photographs of the item, packaging, shipping label, or other relevant information.
This information helps us determine what happened and, where necessary, communicate the issue to the relevant fulfilment or delivery partner.
Return Shipping
If a return is approved, we will provide instructions regarding the return method and destination.
Whether return shipping costs are covered will depend on the reason for the return and the circumstances of the order.
Do not return an item to the address shown on this page unless we specifically instruct you to do so.
Refunds
Where a refund is approved, the refunded amount will generally correspond to the amount eligible for refund under the circumstances of the order.
Refunds are normally issued through the original payment method where the payment provider supports this.
The time required for a refund to appear in your account may depend on the payment provider or financial institution.
We cannot control processing times imposed by banks or third-party payment providers after a refund has been initiated.
Replacements
Where appropriate and available, we may offer a replacement instead of a refund for an item that arrives damaged, defective, or incorrect.
Replacement availability may depend on current product and fulfilment availability.
If a replacement cannot reasonably be provided, we may offer an alternative resolution.
Delivery Issues
If your order has not arrived within the applicable estimated delivery period, please contact us so that we can review the order and available delivery information.
Delivery times can be affected by carrier delays, customs processing, incorrect addresses, local delivery conditions, or other circumstances outside our reasonable control.
Where an order is confirmed as lost or otherwise qualifies for a remedy, we will work with you to determine an appropriate resolution.
Exceptions
Nothing in this policy is intended to remove or restrict any consumer rights or remedies that cannot legally be excluded under applicable law.
Where the law applicable to your purchase provides a different return, cancellation, replacement, or refund right, those mandatory rights will apply.
Contact Us
For return, replacement, or refund questions, contact us using the details below.