Refund policy

RETURNS & EXCHANGES

Due to the sensitive and hygienic nature of our skincare products, we are unable to accept physical returns or exchanges. This includes any opened or used items, as well as products where the protective seal has been broken. For health and safety reasons, these items cannot be restocked or resold.

We do not offer a direct exchange program. If you ordered the wrong bundle or changed your mind, please contact us and we will do our best to assist you.

Bundles and multi-packs: Our bundles (3-Pack and 5-Pack) are sold as a single product unit. Once any individual pack within a bundle has been opened, the entire bundle is considered used and is no longer eligible for return or refund — this includes any remaining unopened packs within that bundle.

REFUNDS

Your satisfaction matters to us. If for any reason you are not completely happy with your order, please reach out to our team within 30 days of delivery, and we will do our best to make it right.

Where a refund or compensation is approved, it will be issued in the form of store credit, which can be applied toward any future purchase. Store credit never expires. Original shipping fees are non-refundable.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 48 hours of delivery with clear photos of the product and the packaging. Once verified, we will arrange a replacement or issue store credit for the affected items at no additional cost to you.

UNCLAIMED OR UNDELIVERABLE ORDERS

If an order is returned to us because it could not be delivered — for example, due to an incorrect address, an unclaimed parcel, or failed customs clearance — please contact us so we can assist. In such cases, store credit may be issued, with a deduction to cover return shipping and handling costs.

LOST PACKAGES

We are not responsible for packages marked as delivered by the carrier. If your tracking shows delivered but you have not received your order, please contact your local carrier first, then reach out to us and we will do our best to help resolve the issue.

CONTACT US

If you have any questions about our returns or refunds, our team is here to help:

Email: support@tryxera.com

We aim to respond to all inquiries within 24–48 hours.