Refund policy

Last updated: October 6, 2026

At TRIVOXAL, we want you to be satisfied with your purchase. If you receive a damaged, defective, incorrect, or otherwise eligible product, you may contact us for a return, replacement, or refund in accordance with this policy.

1. Return Eligibility

You may request a return if:

  • You received a defective product.
  • You received a damaged product.
  • You received the wrong product.
  • The product received is materially different from the product description.
  • The product is otherwise eligible for return under applicable consumer-protection law.

For hygiene and product-safety reasons, used or damaged products caused by improper use may not be eligible for return or refund, except where applicable law provides otherwise.

2. Return Period

Return requests must be submitted within 7 days of delivery.

To request a return, contact us within this period with:

  • Your order number
  • Your name and contact details
  • Reason for the return
  • Clear photographs/videos of the product and packaging, where applicable

The return period and conditions should match the return rules configured in your Shopify store. Shopify allows merchants to define a return window and return-shipping responsibilities.

3. Condition of Returned Products

To be eligible for a return, the product should, where applicable:

  • Be in its original condition.
  • Include the original packaging.
  • Include accessories supplied with the product.
  • Include the invoice/order details where available.
  • Not have been intentionally damaged or misused.

For defective or damaged products, we may assess the condition before approving the return.

4. Damaged or Defective Products

If your order arrives damaged or the product is defective, please contact us as soon as possible.

Please provide photographs or videos showing the issue. This helps us investigate the problem and process your request efficiently.

If the issue is confirmed to be a manufacturing defect or damage that occurred before delivery, we may provide a replacement or refund, depending on the circumstances and availability.

5. Wrong Product

If you receive a product different from what you ordered, contact us with your order number and photographs of the product received.

After verification, we may arrange a replacement or refund as applicable.

6. Products Not Eligible for Return

Returns may not be accepted for products that:

  • Have been damaged through misuse, negligence, or improper handling.
  • Show signs of intentional damage.
  • Are returned without the required accessories where those accessories are necessary for verification.
  • Are returned after the applicable return period.

This does not affect any rights available to you under applicable consumer-protection laws.

7. Return Shipping Charges

If the return is required because we sent the wrong product or the product was defective or damaged before delivery, TRIVOXAL will generally bear the applicable return shipping cost.

For other eligible returns, the customer may be responsible for return shipping costs where applicable.

The applicable return-shipping responsibility will be communicated when the return request is approved.

8. How to Request a Return

To request a return:

  1. Contact TRIVOXAL through our Contact Us page.
  2. Provide your order number.
  3. Explain the reason for the return.
  4. Provide photographs/videos if requested.
  5. Wait for return instructions before sending the product back.

Please do not send a product back without receiving return instructions from us.

9. Refunds

Once an approved returned product has been received and inspected, we will determine whether the return qualifies for a refund or replacement.

If a refund is approved, it will generally be issued to the original payment method used for the purchase.

The time taken for the refunded amount to appear in your account may depend on your bank or payment provider.

Shopify supports refunds to the original payment method or other available refund methods depending on the order and payment setup.

10. Refund Processing Time

After a refund is approved and processed by TRIVOXAL, the actual time for the money to appear in your account may vary depending on your payment provider or bank.

We will provide reasonable assistance if you do not receive an approved refund within the expected processing period.

11. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible.

Cancellation requests are generally easier to process before the order has been shipped.

Once an order has been dispatched, cancellation may no longer be possible and the customer may need to follow the applicable return process.

Shopify distinguishes cancellation rules for unfulfilled orders from return rules for fulfilled orders.

12. Refunds for Undelivered or Returned Orders

If an order is returned to us by the courier because of an incorrect address, repeated failed delivery attempts, refusal to accept delivery, or another customer-related reason, we will review the circumstances before processing any applicable refund.

Any applicable shipping or return costs may be deducted where permitted and communicated to the customer.

13. No Refund Without Verification

For damaged, defective, or incorrect products, we may request evidence such as photographs, videos, packaging details, or other information before approving a return or refund.

This is intended to help us verify the issue and prevent fraudulent claims.

14. Consumer Rights

Nothing in this Return & Refund Policy is intended to limit or exclude any rights available to customers under applicable Indian consumer-protection laws.

The Government of India's e-commerce guidance emphasizes clear information about returns, refunds, exchanges and who bears return-shipping costs.

15. Contact Us

For return, replacement, cancellation, or refund requests, please contact us through the Contact Us page on the TRIVOXAL website.

Please include your order number and relevant details so that we can assist you.