Trixmall reserves the right to update the rules when necessary, and the updated versions will be published on Trixmall.com and become effective immediately. If you refuse to accept these policies, it will be considered as an immediate relinquishment of your usage of Trixmall's services. All buyers are deemed to have accepted the rules while using Trixmall's services. For after-sales issues, buyers should submit return and refund requests within 7 days after the delivery date. Trixmall reserves the right to deny any after-sales service beyond this timeframe.

Buyers have the right to cancel their orders by clicking the "Apply for Refund" button in Trixmall's Buyer Center or by contacting Trixmall customer service before the order is shipped.

If a buyer receives damaged or broken goods, they need to provide evidence to Trixmall, including but not limited to pictures or videos of the received items. After verification by Trixmall, the buyer needs to return the goods and provide the logistics proof. Upon receiving the returned goods, Trixmall will refund the payment to the buyer. Once a buyer submits an after-sales request, they need to provide evidence as described below. If the buyer fails to provide convincing evidence within the specified after-sales period, Trixmall has the right to reject the return and refund requests. The final decision on whether the evidence is convincing lies with Trixmall.

In various situations:

1. Return in transit

If a package is returned to Trixmall during transportation for any reason, and the buyer requests a refund, Trixmall will process the refund within 3 business days after the refund request. In the same situation, if the buyer requests redelivery, Trixmall will begin the redelivery process within 5 business days after the request.

2. Goods destroyed in transit

If a package or goods are destroyed during transportation, and the buyer provides evidence from a logistics website, such as a screenshot indicating the order has been destroyed, Trixmall will process the refund within 3 business days after the buyer's refund request or begin redelivery within 5 business days after the request.

3. Incorrect receipt information

If the buyer enters incorrect receipt information on the order, they should contact Trixmall customer service through "Contact Seller" to request an update with the correct information. Please note that the correction of receipt information or order cancellation is not guaranteed. If the order has already been shipped, it is the buyer's responsibility to contact the logistics company and provide the correct information. If the goods are delivered to the wrong recipient, the buyer can attempt to return the product at their own expense. If the returned goods are in good condition, Trixmall will process the refund within 3 business days after receiving the goods, as per the buyer's refund request, or begin redelivery within 5 business days after receiving the goods. Please note that the buyer will be responsible for the additional cost of redelivery. If the order cannot be corrected or returned, the buyer will bear the loss.

4. Defective products (damaged packaging/obvious discrepancy with the description/lost or wrong goods/quality issues)

If the buyer discovers any problems upon receipt (damaged packaging/obvious discrepancy with the description/lost or wrong goods or other quality issues), they should submit a refund or redelivery request and provide valid evidence (clear photos/videos showing the issue with the received goods). After the request is made on Trixmall, Trixmall will respond within 3 business days after examining the evidence. If the evidence examined by Trixmall does not clearly show the problem or is deemed invalid, Trixmall has the right to reject the buyer's refund request. If the buyer's evidence, as checked by Trixmall, clearly shows a problem, the examination should not exceed 3 business days. If a return is needed to obtain a refund, Trixmall will provide a prepaid return label to the buyer within 3 business days after approval of the evidence. The refund will be processed once the returned goods are in transit, as shown on the logistics website tracked with the provided tracking number by the buyer. If no return is required, the supplier should refund the order within 3 business days after the refund request. If the evidence is valid and the buyer requests redelivery, the supplier should begin redelivery within 5 business days after approval of the evidence. Please note that if the redelivered product is out of stock, or the buyer can reorder the product when it is restocked, Trixmall has the right to refund the order.

5. Logistics issues
1. 5.1 Invalid tracking information

If Trixmall provides an incorrect tracking number, the buyer has the right to request the correct tracking number from Trixmall.

2. 5.2 Delayed tracking information update

If there is no update in the tracking information on the logistics website for more than 7 business days after the creation of the waybill, the buyer has the right to contact Trixmall for assistance. Note: This clause does not apply to special times/periods such as holidays, covid-19, abnormal weather, or other exceptional circumstances.

3. 5.3 Excessive shipping time

Trixmall reserves the right to reject refund requests due to excessive shipping time caused by special times/periods such as holidays, covid-19, abnormal weather, or other exceptional circumstances.

6. Other

When encountering holidays, covid-19, abnormal weather, or other exceptional circumstances, the buyer should contact help@Trixmall.com and provide the order "contact information" option to resolve issues related to the goods or logistics. Trixmall will make every effort to assist buyers in a timely manner during these special circumstances. Upon notifying Trixmall, buyers should expect Trixmall to make decisions regarding these types of issues no later than two weeks.