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At Trixo Aura, we want you to be completely satisfied with your purchase. Our policy is designed to be fair, transparent, and protect both you and our business when handling returns and refunds.
1. Key Policy Details (Quick Overview)
Policy Aspect for which Trixo Aura Standard
- Return Window: 7 calendar days from the date of delivery.
- Return Condition: Must be unworn, unwashed, undamaged, with original tags, and in original packaging.
- Return Condition: Must be unworn, unwashed, undamaged, with original tags, and in original packaging.
- Return Shipping Cost: Covered by Trixo Aura (for valid, quality-related returns/exchanges only).
- Refund Processing: 5 to 10 business days after we receive and inspect the returned item.
- Non-Returnable Items: Pet food/treats, personalized items, opened hygiene products, opened electronics, custom decor, and “final sale” items.
2. Eligibility and Return Condition
To be eligible for a return or exchange, your item must meet the following strict conditions:
- Time Limit: Your return request must be initiated within 7 calendar days of the confirmed delivery date.
- Item Condition: The item must be in the exact condition you received it: unworn, unwashed, undamaged, and must include all original packaging, protective materials, and original tags attached.
3. CRITICAL: Mandatory Unboxing Video Requirement (Zero Tolerance Policy)
Due to the nature of our products and to protect against fraudulent claims for damaged or missing items, Trixo Aura strictly enforces an unboxing video requirement.
For any claims of damaged, broken, or incorrect products, you MUST provide the following:
A single, continuous, unedited video of the package unboxing.
This video must show:
- The shipping label and package condition clearly before it is opened.
- The complete, uninterrupted opening of the package.
- The damaged or incorrect item being pulled out of the packaging.
⚠️ IMPORTANT TERMS (NO EXCEPTIONS):
- NO VIDEO, NO CLAIM: If you cannot provide the continuous unboxing video as described, or if the video contains any cuts, edits, or pauses, we WILL NOT be able to process a refund or replacement for any damaged, broken, or missing products.
- VALID REASON REQUIRED: All return or exchange requests must include a clear, valid reason for the return (e.g., “damaged item – see video,” “incorrect size,” “received wrong color”).
4. Non-Returnable and Final Sale Items
To maintain hygiene standards and fairness, the following product categories are strictly non-refundable and cannot be returned or exchanged:
- Health & Hygiene Concerns: Opened hygiene products, intimate apparel, cosmetics, and opened items with direct contact concerns.
- Perishable & Consumables: Pet food and treats.
- Customization: Personalized items or custom-made decor.
- Electronics: Opened electronics (if sealed packaging is broken).
- Clearance: Items marked explicitly as “Final Sale” or heavily discounted clearance products.
5. Return Process & Shipping Costs
- Contact Us: To start a return, please email us immediately at trixoaura@gmail.com with your Order Number, the Valid Reason for the return, and attach your Mandatory Unboxing Video (for damaged/broken items).
- Assessment: We will review your request and video proof within 2 business days and notify you of the approval or rejection of your return.
- Return Shipping (Our Cost): Trixo Aura covers the return shipping costs only if the item is confirmed to be defective, damaged upon arrival (with video proof), or if we shipped the incorrect product. For all other valid returns (e.g., you ordered the wrong size), the customer is responsible for the return shipping costs.
- Ship Back: If approved, we will provide instructions and a prepaid shipping label (if applicable) for you to send the item back to us.
6. Exchanges
We only replace items if they are defective, damaged (with video proof), or if we sent the wrong item. If you need an exchange, contact us at trixoaura@gmail.com.
7. Refunds
Once your return is received and inspected (which must confirm the product is in unworn/original condition), we will send you an email notification.
- Processing Time: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5 to 10 business days after the item is received and inspected.
- Late Refunds: If you haven’t received a refund after 10 business days, first check your bank account again, then contact your credit card company or bank, as there is often some processing time before a refund is officially posted.
- Non-Refundable: Shipping costs from the original order are non-refundable, except in cases where the return is due to our error.