Return & Refund Policy
Last updated: November 11, 2026
Different Reasons, Clear Responsibilities
A change-of-mind request is not the same as receiving a damaged or incorrect product. This policy distinguishes those return categories, explains the voluntary return period, and sets out how the return postage is determined. Statutory rights apply regardless of whether an item qualifies for a voluntary return.
1. When a Return Can Be Requested
You may request a voluntary return of an eligible item within 30 calendar days after delivery. Email service@trixvena.com with the order number, the affected product, and the reason for the request. Claims concerning defective, damaged, missing, or misdescribed goods may be subject to longer or different legal remedies.
2. Return Categories and Shipping Responsibility
Return categoryTypical eligibilityReturn postage paid byChange of mind or personal preferenceEligible item within the 30-day voluntary window, subject to condition requirementsCustomer, except where law requires otherwiseWrong variant or item supplied by usOrder evidence showing a fulfillment errorTrixvena covers applicable reasonable costs or arranges another lawful remedyDamaged or defective merchandiseRelevant description and photographs where reasonably availableTrixvena covers applicable reasonable costs or arranges another lawful remedyMissing essential components or materially misdescribed goodsReview of the order and reported discrepancyTrixvena covers applicable reasonable costs or arranges another lawful remedyIneligible change-of-mind requestOutside the voluntary window or within a lawful exclusionNo voluntary return entitlement, without limiting statutory rights
3. Estimated Return Shipping Cost
For customer-paid change-of-mind returns, there is no fixed flat-rate return-postage amount. The estimated charge is the actual carrier quote for a tracked parcel from your location to the authorized return address, based on its weight, dimensions, delivery service, and customs requirements. We can provide the receiving destination and available shipping guidance after reviewing the request, so you can obtain the relevant quote before sending anything. Please do not assume that the shipping charge paid for your original order equals the cost of returning it.
For a qualifying return caused by our error or defective, damaged, or incorrect merchandise, the customer's applicable reasonable return shipping cost is $0 when we provide a prepaid return method or arrange collection. If you are instructed to pay eligible return postage first, contact us about the authorized cost and reimbursement procedure before shipping. We may provide repair, replacement, or another lawful solution without requiring a physical return where appropriate.
Customs-related costs and unusually expensive shipping methods should be discussed with support in advance. A quote is an estimate until the carrier confirms the shipment charges.
4. Conditions for Voluntary Returns
For a voluntary change-of-mind return, goods should generally be in their original condition, used no more than necessary for reasonable inspection, and accompanied by the supplied accessories and components. Please retain relevant packaging where reasonably needed and provide information identifying the order.
Lawful exceptions may apply to certain items, such as qualifying personalized, perishable, or hygiene-sensitive products. These exceptions do not eliminate mandatory remedies for goods that do not conform to the purchase agreement.
5. How to Start a Return
Contact us: Email service@trixvena.com with your order number, the product, and a description of the request.
Provide evidence where useful: Photographs may assist when a product is damaged, incomplete, or different from the one ordered.
Receive directions: We will review the category and provide the authorized return address if physical return is needed, together with any shipping or reimbursement instructions.
Keep shipment evidence: Package the item securely and keep the shipping receipt and tracking information when available.
Do not ship a return to the registered company address below unless it is expressly provided as the authorized return destination. The business address is not automatically a receiving warehouse.
6. Inspection and Decision
If merchandise is returned, we may review its condition and completeness against the request. We will communicate the result and the appropriate next step. Requirements for a voluntary return do not override legal rights relating to faulty or incorrect goods.
7. Refund Timing and Payment Method
After refund approval, we ordinarily initiate the refund within 10 business days, unless a shorter legal deadline applies. Payment is generally returned to the original payment method unless law requires otherwise. Bank or card-provider posting times may add extra time before the money appears in your account. Any refund of original shipping charges follows the circumstances and mandatory consumer law.
8. No Restocking Fee
We do not charge a restocking fee for eligible returns. Customer-paid voluntary return postage is a separate carrier charge, not a restocking fee.
9. Cancellations, Exchanges, and Non-Delivery
Contact us promptly to request cancellation before dispatch. We will try to assist but cannot guarantee a change once fulfillment is underway. For dispatched orders, this policy and any statutory withdrawal rights apply. Exchanges depend on product availability and the reason for the request; a return followed by a separate purchase may be appropriate. Undeliverable or refused parcels are reviewed according to the circumstances and applicable law.
10. Statutory Protections
Nothing in this policy limits mandatory consumer rights concerning product conformity, guarantees, defects, delivery, withdrawal, refunds, or other legally required remedies. Where law provides more favorable treatment, the mandatory rule prevails.
Business and Contact Information
Operating Company: Wuhan Beibeijia Trading Co., Ltd.
Unified Social Credit Code (USCC): 91420114MAKFPLP349
Company Address: Factory Building 6-1866, No. 91 Huayuanwan 2nd Street, Daji Street, Caidian District, Wuhan, Hubei Province
Support Email: service@trixvena.com
Contact Phone: +86 15286917243
Business Hours: Monday to Friday: 9:00 AM - 5:00 PM (UTC+8, China Standard Time)
Website: https://trixvena.com