FAQ

  • Do you charge a restocking fee for returns?
    No, Trexo does not charge restocking fees for returns. Please contact our customer support team with any questions, and we'll be more than happy to help!
  • How can I cancel my order?
    If your order has not shipped, please send us a message at info@trexoin.com with a request to cancel your order. In your request, please provide your first and last name and your order number. An Order Specialist will reach out to you as soon as possible to confirm the cancellation of your order. If your order has already shipped and we cannot intercept it, we will issue you a Return Merchandise Authorization code and request you to return the order for a full refund once you have received it.
  • How do I return or exchange an item?
    You will need a Return Merchandise Authorization (RMA) code to return or exchange an edelkrone item. We accept returns and exchange requests up to 30 days after confirmed delivery. To receive your RMA code, please send a message to our customer support team! We kindly ask you to include your order number and the products you want to return/exchange within your email.
  • I want to return my product. Do I have to pay for shipping?
    In most cases, return shipping charges (and any applicable customs/duties fees) are the responsibility of our customers. This said, if our customer support has concluded that your return is in any way related to an edelkrone shortcoming, you will not pay a dime returning your order or item. We promise that we will always make it right for you.
  • My products have been returned, when can I expect my refund?
    Your refund will be processed within 14 business days from when our Returns Department receives your return. Depending on your financial institution's policy on credits, the funds may take 5-10 business days to reflect in your account. Once your refund has been processed, a confirmation email will be sent to the email associated with your edelkrone account. If you have any questions regarding your refund status, we encourage you to send us a message on our support page.
  • What is your return policy?
    If you are not completely satisfied with your purchase from edelkrone.com, you may return your item(s) for a full refund within 30 days of confirmed delivery. Special sales and promotions may have modified return policies. If an item from a bundle is returned for refund, the total bundle discount or the total value of the gifts will get deducted from the returned item prior to issuing a refund. If the bundle discount (or gift value) exceeds the value of the returned item, the difference must be paid to be able to return the item. IMPORTANT - If you would like to return your item(s), please contact us by either submitting a phone call request or sending a message on the Support webpage. We will share with you a Return Merchandise Authorization (RMA) code and ask that you clearly mark this code outside of your shipping box as you ship your edelkrone item(s) back for a refund.
  • Why can’t I return my item for refund?
    All Trexo products hold a 30-day money-back guarantee. If your purchase is over 30-days old, you may not return your item for a full refund to your original form of payment. However, we will be more than happy to work with you to find a suitable solution for your return. Please send us a message if you have any questions. We are always happy to help!

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