Refund policy
Applicable to: TRYX Official Brand Store（https://shop.tryx.com）
I. Official Policy Statement
TRYX is committed to providing every customer with high-quality products and a reliable shopping experience. To protect your consumer rights, we have established and implemented the following return and refund policy.
For any product purchased from the TRYX Official Store, you may request a return for a refund within 30 days of the delivery date, provided that the product remains in its original condition (undamaged, unmodified, with no missing parts), retains all original packaging and labels, and that a valid proof of purchase (order number) can be provided.
Return requests must be initiated through official customer service channels and receive prior authorization. Unauthorized return shipments will not be accepted and will be refused upon receipt. For returns that comply with this policy, TRYX will process the refund to the original payment method after completing product inspection.
II. Return and Refund Policy Details
The following are specific execution instructions for TRYX’s return and refund policy. Please read them carefully before applying for a return.
1. Order Cancellation
• Orders may be canceled within 1 hour after being placed.
• To request a cancellation, contact us via Shopify online chat or email at csr@tryx.com.
• If the order has already been marked as "Shipped", cancellation is no longer possible. Please follow the return procedure below.
2. Return Window
• The Returns can be requested within 30 days from the date of delivery.
3. Eligible Scenarios for Return and Refund
TRYX supports returns and refunds under the conditions set forth in this policy.
• If the product you received has quality issues (e.g., functional failure, manufacturing defects not caused by human damage) or does not match your order (e.g., wrong model, color, or quantity), such cases fall under our responsibility, and we will provide a full refund.
• If you request a return for personal reasons (e.g., changed mind, no longer needed), we will also accept the return provided the product meets the standard of being in like-new, unopened, and resalable condition.
• Non‑returnable items include customized products, accessories (when explicitly stated at the time of purchase), and products that have been used, disassembled, modified, damaged, or are otherwise unfit for resale.
• All returns must be reviewed and authorized by customer service. Unauthorized returns will not be accepted.
4. Return Condition Requirements
Returned products must be undamaged, unmodified, retain original packaging and inner cushioning, and include all accessories. Products that do not meet the above criteria will be rejected for refund and may be returned to the customer at the customer’s expense.
III. Special Provisions for Return Inspection
Upon receipt of the return package, TRYX customer service will inspect the product(s) individually. If any of the following situations occur, TRYX reserves the right to refuse the refund and take corresponding actions:
1. Grounds for Refund Refusal
1) The returned product is not the product purchased in this order
For example, the brand, model, specification, or color clearly differs from the order record.
2) The returned product is not a TRYX-branded product
The return package contains or consists entirely of products from other brands.
3) The returned product has missing parts
The return package is missing the main product, accessories, or key components of the original packaging.
IV. Handling of Abnormal Returns
1. Refusal of Refund and Email Notification
Once any of the above situations is confirmed, TRYX customer service will reject the refund request and clearly inform the customer of the reason and the basis for the decision via email (csr@tryx.com).
2. Return of Goods to the Original Shipping Address
Products that do not meet the return requirements will be sent back to the customer’s original shipping address. During this process:
TRYX assumes no responsibility for any shipping risks, freight costs, package loss, or damage.
3. Reapplication for Return
The customer must reapply for a return following the standard return procedure after receiving the returned goods. The complete and compliant product must be sent back again. TRYX will process the refund only after receiving the compliant product and completing quality inspection.
Reminder: Before returning any product, please carefully check that the package contains a TRYX-branded product that matches the order and includes all accessories, to avoid rejection of the refund and additional costs due to return shipping.
4. Return Shipping Costs
1) If the return or exchange is due to reasons attributable to TRYX (e.g., product quality issues, wrong item shipped), TRYX will cover all return shipping costs and the shipping cost for the replacement.
2) If the return is due to customer’s personal reasons (e.g., changed mind, wrong size, no longer needed), the return shipping cost shall be borne by the customer. This includes, but is not limited to, cases where the customer returns a product that does not meet return conditions (e.g., used, disassembled, damaged, missing parts, or non-TRYX product). After the return is rejected, the customer shall cover the shipping cost for retrieving the product or returning it again.
3) No restocking fee will be charged.
5. Damaged Items / Missing Items / Lost Packages
1) If the product you received is damaged, please contact csr@tryx.com within 2 days of delivery and provide photos or videos evidence. TRYX will arrange a replacement part or exchange.
2) If any accessories or gifts are found to be missing, please report this within 2 days of delivery. After verification, we will resend the missing items.
3) If the tracking status shows "Delivered" but you have not actually received the package, please contact us within 1 day of such status. We will help verify the delivery information and handle the matter in accordance with the relevant rules of the shipping carrier.
6. Refund Processing Time
After receiving the returned package and completing the quality inspection, TRYX will initiate the refund. The amount of time it takes for the customer to receive a refund is 30 days. The refund will be processed to your original payment method.
V. Return Process
Initiate/Request a return → Contact csr@tryx.com → Obtain RMA authorization → Ship back as instructed → Quality inspection → Refund. Unauthorized returns will not be accepted. TRYX assumes no responsibility for such packages.
The return address or return label will be provided via email.
VI. Exchanges Process
We accept exchanges for eligible products.
Initiate/Request a Exchange → Contact csr@tryx.com → Obtain RMA authorization → Ship back as instructed → Quality inspection → Replacement product shipped. Unauthorized returns will not be accepted. TRYX assumes no responsibility for such packages.
The return address or return label will be provided via email.
VII. Contact Us
If you have any questions regarding returns, refunds, or exchanges, please feel free to contact us at: csr@tryx.com
Disclaimer
TRYX reserves the right to update, modify, or amend this Return and Refund Policy at any time without prior notice. Any changes will be effective immediately upon posting on the official website. It is the customer’s responsibility to review this policy periodically.
TRYX shall not be liable for any delays, losses, or damages arising from circumstances beyond its reasonable control, including but not limited to customs clearance, carrier delays, natural disasters, or governmental actions.
In no event shall TRYX be liable for any indirect, incidental, or consequential damage arising from the use or inability to use the product, even if advised of the possibility of such damage.
For any questions regarding this policy or your specific return, please contact csr@tryx.com.