Refund policy
Last Updated: July 7, 2026
At Gotraxa, customer satisfaction is our priority. We are committed to providing high-quality products and a reliable shopping experience.
If you are not completely satisfied with your purchase, we offer a straightforward return and refund process according to the conditions outlined below.
This Return & Refund Policy applies to purchases made through:
1. 30-Day Return Policy
Gotraxa accepts eligible returns within 30 days after the order has been delivered.
To qualify for a return, items must meet the following requirements:
- Items must be unworn, unused, and in original condition
- Items must have original tags attached
- Items must include original packaging when available
- Items must not show signs of washing, wearing, alteration, damage, or misuse
- Customers must provide valid proof of purchase, including the order number
Items that do not meet these requirements will not be accepted.
2. How to Request a Return
To request a return, please contact our customer support team:
Email:
info@gotraxa.shop
Please include:
- Order number
- Email address used during checkout
- Reason for the return request
- Photos of the item if the request is related to a product issue
Our team will review your request, confirm the return details, and provide return instructions.
Please do not send items back before receiving return instructions from Gotraxa.
Returns sent without prior confirmation may experience delays in processing.
3. Return Shipping
Approved returns must be shipped by mail using a reliable shipping carrier with tracking information.
Customers are responsible for ensuring returned items are properly packaged and shipped according to the return instructions provided by Gotraxa.
Customers should keep tracking information until the return has been completed and the refund has been processed.
4. Return Shipping Costs
Return shipping responsibility depends on the reason for the return.
Customer Responsibility
Customers are responsible for return shipping costs for:
- Change of mind
- Incorrect size selection
- Incorrect color selection
- Personal preference changes
- Items no longer wanted
Gotraxa Responsibility
Gotraxa will assist with confirmed product issues, including:
- Wrong item received
- Damaged item received
- Defective product received
For confirmed eligible cases, Gotraxa will provide a prepaid return label or reimburse reasonable return shipping costs.
Return shipping responsibilities may vary where required by applicable laws.
5. Damaged, Defective, or Incorrect Items
Please inspect your order after delivery.
If you receive a damaged, defective, or incorrect item, please contact us as soon as possible.
We recommend contacting us within 48 hours after delivery and providing:
- Order number
- Photos showing the issue
- Photos of packaging when available
Our team will review your request and provide an appropriate solution, including replacement, refund, or another suitable resolution.
Requests submitted after this period will still be reviewed.
6. Non-Returnable Items
The following items are not eligible for return:
- Items clearly marked as Final Sale before purchase
- Gift cards
- Personalized or customized products
- Items that have been worn, washed, altered, damaged, or returned without original tags
Final Sale items are not eligible for return, except in cases where the item arrives damaged, defective, or incorrect.
7. Exchanges
Due to inventory availability, direct exchanges may not always be available.
If you need a different size, color, or style, we recommend:
- Returning your eligible item
- Receiving your refund after inspection
- Placing a new order for your preferred item
For damaged, defective, or incorrect items, please contact our customer support team before returning the product.
8. Refund Process
Once your returned item is received, Gotraxa will inspect the item to confirm it meets the return requirements.
Refunds cannot be processed until the returned item has been received and inspected.
Returns are generally reviewed within 3–5 business days after receipt.
If approved, your refund will be issued to the original payment method.
Refund processing time:
3–7 business days after return approval
Please note that banks, credit card companies, and payment providers may require additional processing time before the refund appears in your account.
9. Original Shipping Fees
Original shipping fees paid at checkout are generally non-refundable.
Shipping fees may be refunded when the return is caused by:
- Incorrect item shipped
- Damaged product received
- Defective product received
Expedited shipping fees are non-refundable unless the return is caused by an error from Gotraxa.
10. Restocking Fees
Gotraxa does not charge restocking fees for eligible returns.
11. Return Address Information
Because return locations may vary depending on fulfillment location and return reason, Gotraxa will provide the appropriate return address after a return request has been confirmed.
Customers should include their order number or return authorization information with the package to ensure proper processing.
12. Order Cancellation Policy
Customers may request order cancellation before the order enters processing or fulfillment.
Once an order has entered processing or has been shipped, cancellation requests cannot be accepted.
Customers may request a return after delivery according to this policy.
To request cancellation, please contact:
info@gotraxa.shop
13. Missing or Lost Packages
If your order has not arrived within the expected delivery timeframe, please contact our customer support team.
We will assist in investigating delivery issues and work with the shipping carrier when necessary.
If tracking information shows that a package has been delivered but you have not received it, please contact us so we can assist with the investigation.
Customers should contact us within 30 days after the expected delivery date for delivery-related concerns.
14. Incorrect Shipping Information
Customers are responsible for providing accurate shipping information during checkout.
If an order cannot be delivered due to incorrect or incomplete shipping information provided by the customer, additional shipping costs or return arrangements may apply.
15. Contact Information
For questions regarding returns, refunds, exchanges, or order issues, please contact us:
Brand Name: Gotraxa
Website:
https://gotraxa.shop
Email:
info@gotraxa.shop
Phone:
+61 480-843-742
Business Address: 162/183 City Road, VIC 3006, Australia
Customer Support Hours:
Monday – Saturday
9:00 AM – 6:00 PM CT
Sunday: Closed
We aim to respond to all customer inquiries within 24–48 business hours.
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