Refund Policy
1. Overview
We want you to feel confident shopping with Trexozy. If something is not quite right, this policy explains when and how you may request a return, exchange, or refund.
2. Product Categories
Category Return Window Condition Refund Type Digital items (PDF guides, planners, check-lists, templates) Non-refundable
(see § 3 for exceptions) — Store credit or file-replacement when eligible Physical accessories (pillows, organisers, bottles, etc.) 15 days from delivery Unused, in original packaging Original payment method*
| Category | Return Window | Condition | Refund Type |
|---|---|---|---|
| Digital items (PDF guides, planners, check-lists, templates) | Non-refundable (see § 3 for exceptions) | — | Store credit or file-replacement when eligible |
| Physical accessories (pillows, organisers, bottles, etc.) | 15 days from delivery | Unused, in original packaging | Original payment method* |
* Shipping fees are non-refundable unless we shipped the wrong or defective item.
3. Exceptions for Digital Products
A replacement or store credit may be issued when:
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The file is corrupted or cannot be downloaded and our support team confirms the issue.
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You purchased the same file twice within 24 hours by mistake (duplicate order).
Please contact us within 7 days of purchase with your order number and screenshots of the error.
4. Return Eligibility for Physical Products
To qualify:
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The request must be submitted within 15 days of the delivery date shown on your tracking link.
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The item must be unused, unwashed, and free of odours, stains, or alterations.
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All original packaging, tags, and accessories must be included.
Items that do not meet these criteria will be returned to you at your expense.
5. How to Start a Return
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Email us: support@trexozy.com
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Include: order number, product name, reason for return, and photos (for damaged or defective items).
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Our team will reply within 24 hours with a Return Authorisation (RA) number and the nearest return address.
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Pack the item securely and write the RA number on the outside of the parcel.
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Ship the parcel using a trackable service. Trexozy is not liable for lost returns.
Email us: support@trexozy.com
Include: order number, product name, reason for return, and photos (for damaged or defective items).
Our team will reply within 24 hours with a Return Authorisation (RA) number and the nearest return address.
Pack the item securely and write the RA number on the outside of the parcel.
Ship the parcel using a trackable service. Trexozy is not liable for lost returns.
6. Refunds
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Inspection: Once received, we inspect your return within 3 business days.
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Approval: If approved, refunds are issued automatically to your original payment method within 5–10 business days (processing times vary by bank).
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Partial refunds: We may grant partial refunds for items showing minor signs of wear.
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Late or missing refunds: If 10 business days have passed and you haven’t received funds, please:
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Check your bank or PayPal again.
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Contact your card issuer; it may take additional time.
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Then email us at billing@trexozy.com.
Inspection: Once received, we inspect your return within 3 business days.
Approval: If approved, refunds are issued automatically to your original payment method within 5–10 business days (processing times vary by bank).
Partial refunds: We may grant partial refunds for items showing minor signs of wear.
Late or missing refunds: If 10 business days have passed and you haven’t received funds, please:
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Check your bank or PayPal again.
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Contact your card issuer; it may take additional time.
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Then email us at billing@trexozy.com.
7. Exchanges
Need a different size or colour? Start a return as above, select “Exchange”, and mention the replacement variant. Exchanges are shipped once the original item arrives and passes inspection.
8. Damaged or Incorrect Items
If your order arrives damaged or incorrect, notify us within 48 hours of delivery with clear photos. We will send a free replacement or issue a full refund—including shipping—within 2 business days.
9. EU / UK Consumer Rights
Nothing in this policy limits the 14-day “right of withdrawal” for qualifying EU/UK customers purchasing physical goods online. To exercise this statutory right, email withdrawal@trexozy.com with your order number within 14 days of delivery.
