1. Our Commitment
At Trex Apparel, we strive to ensure every garment meets our high-quality standards. Every order undergoes a multi-point quality check before being dispatched. However, if you receive a damaged or incorrect item, we are committed to making it right.
2. Mandatory Evidence for Claims
To protect against transit damage and ensure a transparent resolution, we require an Uninterrupted Unboxing Video.
- The Process: The video must clearly show the shipping label (address and order ID), all 6 sides of the package before opening, and the continuous process of opening and inspecting the product.
- Timeline: Any claim for damage, missing items, or wrong products must be reported via WhatsApp at [+91 XXXXX XXXXX] within 24 hours of delivery.
- Note: Under Indian Law, claims for physical damage must be timely to differentiate between transit damage and post-delivery usage.
3. Return & Exchange Eligibility
- Defective/Wrong Products: If the product is defective or doesn’t match the size/description ordered, you are entitled to a free replacement or refund.
- Standard Exchanges: For size or fit issues (where the product is not defective), we accept exchange requests within 7 days of delivery, provided the garment is unworn, unwashed, and has all original tags attached.
- Non-Returnable Items: For hygiene reasons, certain items like innerwear, masks, or personalized apparel are non-returnable unless defective.
4. Refund Process
- Out of Stock: If a replacement for a defective item is unavailable, a full refund will be issued to your original payment method.
- Timeline: Once the return is received and inspected at our warehouse, the refund will be processed within 4–8 working days.
- Mode of Refund: For prepaid orders, the refund goes to the original source. For COD orders, we will request your bank details or UPI ID for a secure transfer.
5. Delivery Policy
- Attempts: Our courier partners will make a maximum of 3 delivery attempts.
- RTO (Return to Origin): If the package is returned due to the customer’s unavailability or an incorrect address, a re-shipping fee may apply for a second attempt.
- Cancellations: Orders can be cancelled before they are dispatched. Once shipped, cancellations are not permitted.