Under EU law, a customer has the right to return any product during a 14 day period. The returned product must be in its original condition which is resalable in order to qualify for a full refund.

Products which have been opened and used are not eligible under the TRIX Basic return policy. Please note that any original shipping costs are non-refundable, which means we do not cover any costs for handling charges nor return shipping.

The list below are countries which TRIX Basic currently offers return forms. The price for the return is shown in the form's description. Please note that the only accepted payment method at the moment is debit or credit cards.

Austria: Österreichische Post
Belgium: Bpost
Czechia: DPD
Denmark: DAO, Bring, or Postnord
Finland: Posti
France: Colis Privé
Germany: Deutsche Post or Hermes
Greece: Taxidromiki
Hungary: DPD
Ireland: An Post
Italy: Poste Italiane
Luxembourg: Deutsche Post
Netherlands: PostNL
Poland: DPD
Portugal: Tourline
Slovakia: DPD
Spain: Correos
Sweden: Bring
UK: Royal Mail

For countries where TRIX Basic does not extend a return form, the only method to return an order is through a local post office or independently finding a courier who can deliver to The Netherlands reasonably.

Please use the following address to send the returning package:

TRIX Basic BV
Bijsterhuizen 3163
6604 LV WIJCHEN
The Netherlands

Please note that returned packages are the responsibility of the customer until the package has been received at TRIX Basic facilities in The Netherlands.

If an order is received that was unintentional, feel free contact one of our friendly agents, who will gladly help with any unwanted orders.

Apologies for any damage or wrongful shipment which may have occurred; such incidents do happen. Please kindly provide photo evidence of the damaged/incorrect product to help us assess the incident and improve delivery in the future. Write to one of our agents, and we will happily compensate you for the damage/mistake.

To initiate a return, please contact our customer service team through our website or by calling our support number. You will receive a return authorization number and detailed instructions on how to return your item.

Once we receive your returned item, we will inspect it and process your refund within 5-7 business days. The refund will be issued to your original method of payment.

No, TRIX Basic does not charge a restocking fee for returns. However, return shipping costs may be the responsibility of the customer unless the return is due to a defect or error on our part.

Refunds are issued to the original method of payment used for the purchase. If you paid by credit card, the refund will be credited to the same card.

Yes, TRIX Basic allows exchanges. Follow the same process as a return, and indicate that you would like an exchange. Specify the new item you would like to receive.

If your refund hasn’t been processed within 10 business days after we received your return, please contact our customer service team. Provide your return tracking information and order number for assistance.

Currently, items purchased online must be returned via the return process outlined by our customer service team. We do not accept returns of online purchases at our physical retail locations.