Here, you will find information about our shipping policies and procedures, as well as details about our return and refund process.
Information on Shipping, Refunds and Returns
1. DELIVERY
Once an order is placed at checkout, it normally takes within 24 hours for the order to be fulfilled. Order dispatch is within the same timeframe, except for weekends where it will be dispatched Monday. An order confirmation is emailed once an order is placed at checkout with the order summary and order reference number. A shipment confirmation is emailed once an order is fulfilled and ready for delivery, providing tracking details to follow shipping transit.
Packages take on average 3 – 8 business days to be delivered around the world, though varies dependent on region. Orders to Denmark, Sweden, Germany, the Netherlands, and Belgium can take on average 1 – 3 business days, dependent on region remoteness. Please note that new EU/UK customs regulation may on some occasions delay the delivery times for orders directed to the United Kingdom and Ireland.
Pre-orders are shipped as soon as they are booked into stock. The estimated delivery date is written on the respective product pages. Payments for pre-orders can be captured up to 30 days prior to the dispatch date.
TRIX Basic ships worldwide. Deliveries are made in cooperation with several fulfilment centers and their courier partners. Customers have the right to cancel purchases and return delivered goods within 14 days of receiving the order by reaching out to Customer Care at info@trixbasic.com. To return an unwanted order, please refer to the ‘Return’ section below.
In cases where a customer believes delivery is delayed in such a way that fulfillment of an order is no longer desired, it is their responsibility to cancel the order. In cases where the order has been dispatched, the customer is required to receive the order. Cancellation is not valid until the customer has confirmed with TRIX basic via one of the contact methods on the contact page.
If a product has been discontinued, TRIX Basic has the right to cancel the purchase and refund the paid amount to the customer. TRIX Basic will notify the customer of a replacement or equivalent products if available.
2. RETURN
It is completely understandable to return an item. Customers have the right to cancel and return an order within 14 days from the day the product was received.
In order to be eligible for a return, the products must be in resalable condition. Products which have been opened and/or used are not eligible under the return policy. Unfortunately, any original shipping costs are non-refundable with the return.
Please refer to the ‘Damage Products,’ or ‘Third-Party Retailers’ for more information on returns and refund conditions and eligibility.
To return a package, please contact a Customer Care agent and provide the order number to receive a return label for the following countries:
- Austria
- Belgium
- Czechia
- Denmark
- Finland
- France
- Germany
- Greece
- Hungary
- Ireland
- Luxembourg
- Netherlands
- Poland
- Portugal
- Slovakia
- Spain
- Sweden
- United Kingdom
Customers in other countries or territories must go to a local courier to return a product. Please note that the sender covers the return shipping. TRIX Basic is not responsible for paying shipping nor handling charges.
Returned packages are the responsibility of the customer until the package has been received at the following TRIX Basic:
TRIX Basic Bijsterhuizen 3163 6604 LV WIJCHEN, THE NETHERLANDS
Though not a requirement, it is recommended to purchase tracking services as well as hold on to the proof of postage if the return label is not provided by TRIX Basic for personal protection.
Please take into consideration of what is being sent to TRIX Basic as any products sent back cannot be credited and will not be sent back to the customer. Only products received by TRIX Basic can be credited. If the order number for the returned product cannot be located then a refund is unable to be processed.
If there are any questions or complications, please feel free to contact a Customer Care agent at info@trixbasic.com.
3. REFUND
Refunds can take within 10 business days of the product being received by TRIX Basic before being issued. An email notification will be sent to confirm the completion of return processing and refunding of the order.
Once a refund is issued, it can typically take within 5 business days for the transaction to be reflected back to the original payment method. Refunds cannot be processed to an alternative card. Please note that on some occasions, it can take up to 14 business days depending on the payment method.
If the refund was not received or there were any complications, please provide the order number and contact a Customer Care agent at info@trixbasic.com.
4. EXCHANGE
At the moment, exchanges or store credit are not available at TRIX Basic. If unsatisfied with one of the products, please refer to the return section above.
Received the wrong product?
If the wrong product was delivered, please contact a Customer Care agent with the order number at info@trixbasic.com. Any error made by TRIX Basic will be resolved by the correct item being sent as soon as possible, unless otherwise stated by the customer.
5. DAMAGED ITEMS
Products which were broken, damaged, or defective and unusable upon receipt are eligible for replacement. Please contact Customer Care at info@trixbasic.com in order to resolve the issue with appropriate return and/or exchange instructions.
If possible, please provide photo evidence of the damage to help minimize such incidences from occurring in the future.
7. THIRD-PARTY RETAILERS
Refunds, exchanges, or store credit for products purchased outside of the official TRIX Basic websites are not made available by TRIX Basic.
Please refer to the authorized retailer with whom the purchase was made to view eligibility for their return and exchange policies.
For more information, please contact the authorized retailer.
