Refund Policy

At Troxum, customer satisfaction is at the heart of everything we do. This Refund Policy explains when you're eligible for a refund, how to request one, and what conditions apply to order changes or cancellations.

We understand that sometimes things don’t go as planned. Whether your item arrives damaged or you simply made a mistake, we’re here to help—within reason and within policy.

Order Exchanges

We currently do not offer exchanges for incorrect sizes, colors, or quantities due to user error. Please double-check all order details before submitting.

Cancellations (Free within 24 Hours)

• You may cancel your order within 24 hours of placing it—no fees.
• To cancel, email us at support@troxum.com with your order number and request.
• After 24 hours, your order enters processing or production and can no longer be canceled or refunded unless it qualifies under our return policy.

Time Frame

You can request a return or refund within 180 days from the date your order was delivered.

Qualifying Refunds

You’re eligible for a full refund if:

• The product arrived damaged, broken, or defective
• You received an incorrect item, or one that is substantially different from what was described
• The design, size, or material does not match your confirmed order

Non-Returnable Items

We cannot offer refunds for:

• Items that have been used, worn, washed, or are missing original tags
• Damage caused by customer handling or misuse
• Minor imperfections that don’t affect product function (e.g., loose threads)

Contact Customer Support

Send your request to support@troxum.com and include:

• Your full name and order number
• A clear explanation of the issue
• Photos of the product showing the defect or error
• Proof of purchase (confirmation email or receipt)
• Shipping label or return tracking info (if applicable)

Review & Approval

Our support team will review your request within 2–3 business days and respond with next steps.

Return Instructions

If your request is approved:

• We’ll provide the return address and packing instructions
• Use a trackable service and share the tracking number with us
• Return shipping is free if the item was faulty or our error. For all other reasons, you are responsible for return postage

After We Receive Your Return

• We’ll inspect the item(s) within 1–2 business days of receipt.
• Approved refunds will be processed within 2 business days back to your original payment method.

Bank Processing

Please allow your bank or credit card provider 10–15 business days to post the refund to your account. If the refund hasn’t appeared after that, please contact your bank directly.

• Return Shipping Responsibility: Customers must pay for return shipping unless the item is defective or incorrect.
• Lost Returns: We are not responsible for return packages lost in transit. Please use a trackable and insured shipping method.
• Final Sale Items: Products marked “Final Sale” or “Clearance” are not eligible for return or refund.

If you have questions or need help with your return or refund, our support team is ready to assist you:

📧 Email: support@troxum.com
📞 Phone: +1 (681) 499-4037
🕘 Support Hours: Monday to Friday, 9:00 AM – 6:30 PM (EST)