Refund policy

Exchange Policy

  • Products may be exchanged within 7 days of purchase if they are faulty, damaged, or missing.
  • Parcel Opening Video (Compulsory): A clear video of the parcel being opened is mandatory and non-negotiable. Cases submitted without this video proof will be rejected without exception.
  • If the error is due to a mistake by the Trace team, Trace will cover courier expenses only.
  • Out-of-Stock Items: If the desired product is out of stock, customers must select an alternative item.
  • Courier Charges: Customers are responsible for courier charges when dispatching parcels for exchange.
  • Dispatching Procedure: Share the courier slip immediately upon dispatching the product via WhatsApp to avoid delays.
  • Eligibility: Exchange requests must be submitted within 3 days of delivery.
  • Exclusions: Exchanges requested beyond the 3-day period, or for items damaged through use, tampering, or with missing components, are not supported.
  • Replacement for Defective Items: Faulty, damaged, or defective items are eligible for replacement.
  • Sale Items: Items purchased during a sale can be exchanged, but customers will bear delivery expenses for both ends.

Return for a Refund

  • Policy: refund voucher will be issued with validity of 30 days, no cash refunds.
  • Contact: 03034070779.
  • Refund Process:  issuing voucher can take upto 3 business days deducting a Rs 250 charges and flat 4% tax will be deducted.
  • Customer Expense: Customers bear the expense of sending the parcel to the TRACE warehouse.
  • SALE ITEMS: Sale items are not refundable, only can be exchanged.