At trimuibrick.com, we value every order and want our customers to shop with confidence. If there is an issue with your purchase, we are happy to review the situation and provide a fair solution based on the order details.
Please read the following policy carefully before requesting a return, refund, or exchange.
1. Order Cancellation
Orders may be canceled before they are shipped.
If you need to cancel an order, please contact us as soon as possible. Once an order has been processed or dispatched, it may no longer be eligible for cancellation.
For eligible pre-shipment cancellations, refunds will be issued to the original payment method. Please note that payment processing fees charged by third-party providers may be non-refundable in some cases.
2. Return Eligibility
We accept return requests within 14 days of delivery for eligible items.
To qualify for a return, the item must meet all of the following conditions:
- The item is in acceptable condition
- The product is returned with its original packaging, accessories, manuals, and included parts
- The item has not been damaged by misuse, accidental impact, improper charging, liquid exposure, or unauthorized modification
- The return request has been approved by our support team before the item is sent back
Returns sent without prior authorization may be refused.
3. Non-Returnable Cases
We may not accept returns under the following circumstances:
- The request is made after the return period has expired
- The item shows signs of misuse, mishandling, or customer-caused damage
- The product has been modified, disassembled, or used in an improper manner
- The customer is unable to provide photos or videos when reasonably requested for troubleshooting or verification
- The package is refused or returned without contacting us first
- The order was placed by mistake for personal reasons after shipment has already been arranged
4. Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery.
To help us review the issue efficiently, please provide:
- Your order number
- A short description of the problem
- Clear photos or videos showing the issue
- Photos of the outer packaging if the parcel arrived visibly damaged
After reviewing the case, we may offer one of the following solutions depending on the situation:
- Replacement
- Partial refund
- Full refund
- Store credit
- Technical support or troubleshooting assistance
The final solution will depend on the specific circumstances and the information provided.
5. Return Shipping
If the return is caused by our error, such as a wrong item or a confirmed product defect, we will work with you to arrange an appropriate solution.
If the return is requested for personal reasons, including change of mind, mistaken purchase, or preference changes, the customer is responsible for return shipping costs.
Original shipping fees are generally non-refundable unless otherwise agreed.
For any approved return, we strongly recommend using a tracked shipping service. trimuibrick.com is not responsible for return parcels lost during transit.
6. Refunds
Once a refund is approved, the amount will be returned to the original payment method.
Please allow 3–5 business days for the refund to be processed on our side. Depending on your bank, card issuer, or payment provider, the final posting time may vary.
Refund amounts may be adjusted where applicable, including in cases involving:
- Non-refundable payment processing fees
- Missing accessories or incomplete packaging
- Returned items that are not in acceptable condition
- Partial refund agreements already accepted by the customer
7. Exchanges
We may offer exchanges based on stock availability.
If you wish to exchange an item for another color, version, or model, please contact us before returning the product. All exchange requests are subject to approval and current inventory.
If there is a price difference between items, the customer may need to pay the difference or receive a partial refund, depending on the exchange arrangement.
8. Delivery Issues and Refused Packages
If a package cannot be delivered because of an incorrect address provided by the customer, failure to collect the parcel, or refusal without prior communication, the resulting shipping loss, return fee, or handling cost may be deducted from the refund.
If your tracking shows an exception or delivery issue, please contact us first so we can help check with the carrier before further action is taken.
9. Lost Parcels
If your package appears lost in transit, please contact us and we will assist in reviewing the shipment status.
Please understand that shipping delays do not always mean a parcel is lost. Delays may happen due to customs clearance, airline scheduling, local courier backlog, severe weather, or peak shipping periods.
If the parcel is officially confirmed lost after carrier investigation, we will provide a reasonable solution based on the final result of that investigation.
10. Contact Us
For any return, refund, exchange, or order issue, please contact our support team first and include your order number along with relevant details.
We review each case individually and always aim to provide practical and fair support.
Website: trimuibrick.com
Contact Page: https://trimuibrick.com/contact-us/