Return and Refund Policy

At gotraxa.shop, we want you to be satisfied with your purchase. This Return and Refund Policy explains how returns, refunds, exchanges, damaged products, and other order issues are handled.

This policy applies to purchases made through gotraxa.shop and operates in addition to any rights and remedies available to consumers under the Australian Consumer Law (ACL).

1. 30-Day Return Policy

We offer a 30-day return period for eligible change-of-mind returns.

You must contact us within 30 days of receiving your order to request a return.

To be eligible for a change-of-mind return, the item must:

• Be unused, unworn, and in its original condition.

• Be returned with all original tags, labels, accessories, manuals, and packaging, where applicable.

• Show no signs of use, wear, washing, alteration, damage, or misuse.

• Be accompanied by your order number or other proof of purchase.

To request a return, contact us at:

Email: info@gotraxa.shop

Please do not send a return before contacting us. We will provide return instructions after reviewing your request. Products returned without prior authorisation may not be accepted.

2. Change-of-Mind Returns

gotraxa.shop voluntarily accepts eligible change-of-mind returns within the 30-day return period described above.

A change-of-mind return includes situations where you:

• No longer want the product.

• Ordered the wrong product, colour, size, or quantity.

• Found a similar product elsewhere.

• Decide that the product is not suitable for your personal preferences.

For approved change-of-mind returns, the customer is responsible for the cost of returning the product to us.

Original shipping charges, if any, are not refundable for change-of-mind returns. If your original order qualified for free shipping, no original shipping charge will be deducted from your refund unless otherwise permitted by law.

We strongly recommend using a trackable shipping service when returning a product. gotraxa.shop cannot be responsible for change-of-mind returns that are lost or damaged while being transported back to us.

3. Damaged, Defective, Faulty, or Incorrect Products

Please inspect your order after delivery.

If your product arrives damaged, defective, faulty, materially different from its description, or you receive the wrong product, contact us as soon as reasonably possible at info@gotraxa.shop.

Please include:

• Your order number.

• A description of the problem.

• Clear photographs or videos showing the product and the issue, where reasonably possible.

• Photographs of the packaging if the product was damaged during delivery.

We will review the information and provide an appropriate solution.

Depending on the circumstances and your rights under Australian Consumer Law, the remedy may include a repair, replacement, refund, or another remedy required by law.

Where a return is required because the product is faulty, damaged, incorrectly supplied, or otherwise covered by Australian Consumer Law, reasonable return shipping arrangements or costs will be handled in accordance with applicable consumer law.

4. Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this Return and Refund Policy is intended to exclude, restrict, or modify any consumer guarantee, right, remedy, or other protection that cannot legally be excluded, restricted, or modified.

If a product has a major problem, you may be entitled to reject the product and choose a refund or replacement in accordance with Australian Consumer Law.

For problems that are not major, we may be entitled to provide an appropriate remedy, such as repairing the product, within a reasonable period where permitted by law.

Your rights under Australian Consumer Law apply independently of the voluntary 30-day change-of-mind return policy offered by gotraxa.shop.

5. Products That Cannot Be Returned for Change of Mind

For health, hygiene, safety, or other reasonable reasons, certain products may not qualify for voluntary change-of-mind returns, including:

• Products that have been used, worn, washed, damaged, altered, or modified after delivery.

• Products missing original components, accessories, labels, or packaging where this materially affects their resale condition.

• Personalised, customised, or made-to-order products.

• Personal-care or hygiene-sensitive products that have been opened or used.

• Gift cards or similar non-returnable stored-value products, except where required by law.

• Products clearly identified as final-sale items where the restriction relates only to change-of-mind returns.

These exclusions do not apply where a customer is entitled to a remedy under Australian Consumer Law, including where a product is faulty or otherwise fails to meet applicable consumer guarantees.

6. Sale and Promotional Products

Products purchased during a sale or promotion may generally be returned under this policy if they otherwise satisfy our return conditions.

Where an item is clearly identified as a final-sale product, we may decline a voluntary change-of-mind return.

However, sale, clearance, discounted, and final-sale products remain subject to any rights that cannot be excluded under Australian Consumer Law.

7. Return Condition Inspection

Once we receive a returned product, we will inspect it to determine whether it satisfies the applicable return requirements.

For voluntary change-of-mind returns, we reserve the right to refuse a refund if the product:

• Has been used or materially worn.

• Has been damaged after delivery.

• Has been washed, altered, or modified.

• Is missing important components or accessories.

• Is not returned in substantially the same condition in which it was received.

This section does not limit your rights where a product is faulty or where Australian Consumer Law otherwise requires a remedy.

8. Refunds

Once an eligible return has been received and inspected, we will notify you whether the refund has been approved.

If approved, the refund will normally be issued to the original payment method used for the order.

We aim to process approved refunds within 10 business days after completing our inspection of the returned product.

After we issue the refund, your bank, credit card company, payment provider, or other financial institution may require additional time to process the transaction and display the refund in your account. Processing times are controlled by the relevant payment provider and may vary.

If more than 15 business days have passed since we confirmed that your refund was issued and you have not received it, please contact us at info@gotraxa.shop.

9. Partial Refunds

Where permitted by law, a partial refund may be considered for a voluntary change-of-mind return if a product has been returned in a condition that has reduced its value.

We will not reduce a refund in a way that unlawfully limits your rights under Australian Consumer Law.

10. Exchanges

If you would like a different product, size, colour, or variation for change-of-mind reasons, please contact us at info@gotraxa.shop.

Depending on availability, we may offer an exchange or ask you to return the original eligible product and place a new order.

If a replacement is required because a product is faulty, damaged, or incorrectly supplied, your rights will be determined in accordance with this policy and Australian Consumer Law.

11. Order Cancellations

If you need to cancel or modify an order, contact us as soon as possible at info@gotraxa.shop.

We will make reasonable efforts to accommodate your request. However, once an order has entered processing, fulfilment, or shipment, we may be unable to cancel or modify it.

If the order has already been shipped, you may request an eligible return after receiving it in accordance with this policy.

12. Refused and Unclaimed Deliveries

Customers are responsible for providing accurate delivery information and making reasonable arrangements to receive their orders.

If an order is returned because it was refused, unclaimed, or could not be delivered due to incorrect or incomplete information supplied by the customer, please contact us at info@gotraxa.shop.

Any refund or reshipment will be assessed based on the circumstances of the order and applicable law.

This section does not limit your rights where the delivery problem was caused by gotraxa.shop or where Australian Consumer Law provides you with additional rights.

13. Lost Packages

If your tracking information indicates that your parcel has been delivered but you cannot locate it, please:

1. Check around the delivery location.

2. Check with household members, neighbours, building reception, or other persons who may have accepted the parcel.

3. Review the tracking information for delivery details.

4. Contact us at info@gotraxa.shop if the parcel still cannot be located.

We will review the matter and assist where reasonably possible.

14. Return Shipping

For voluntary change-of-mind returns, customers are generally responsible for return shipping costs.

If a return is required because we supplied an incorrect product, or because the product is faulty, damaged, or otherwise covered by Australian Consumer Law, we will handle reasonable return arrangements or costs as required by applicable law.

Do not return a product until you have received return instructions from us.

15. Proof of Purchase

We may request reasonable proof of purchase before processing a return, refund, repair, or replacement.

Acceptable proof may include:

• Your order confirmation.

• Order number.

• Payment confirmation.

• Email receipt.

• Other reasonable evidence showing that the product was purchased from gotraxa.shop.

16. Refunds to Original Payment Method

Unless otherwise agreed or required by law, refunds will be returned to the original payment method used to make the purchase.

We will not normally issue refunds to a different payment method, account, bank card, or individual for security reasons.

17. Fraudulent or Abusive Return Activity

We reserve the right to investigate return requests where there is reasonable evidence of fraud, return abuse, manipulation, or misuse of our policies.

We may refuse a voluntary return where permitted by law if we reasonably determine that the return request is fraudulent or abusive.

Nothing in this section limits any non-excludable rights available under Australian Consumer Law.

18. Contact Us

If you have questions about a return, refund, replacement, damaged product, or this policy, please contact:

gotraxa.shop
Email: info@gotraxa.shop

Please include your order number and a clear description of your request so that we can assist you efficiently.

We are committed to handling return and refund requests fairly and in accordance with applicable Australian consumer protection laws.