Cancellation, Return & Refund Policy

At Trox Creations, we take pride in creating notebooks that are thoughtfully designed and carefully produced. We also understand that when you place an order with us, you expect the product you receive to meet the standards represented on our website and in your order confirmation.

This policy explains when an order may be cancelled and how we handle genuine concerns relating to damaged, defective, incorrect or incorrectly fulfilled products.

1. General Refund and Return Policy

Trox Creations does not generally offer returns or refunds for:

• Change of mind
• Personal preference
• Incorrect product selection
• Incorrect size or specification selected by the customer
• No longer wanting the product
• Ordering the wrong quantity
• Failure to review product information before placing an order
• Incorrect personalisation details provided by the customer
• Incorrect artwork, images, logos, names, dates or text supplied by the customer

Products that are personalised, customised or produced specifically for a customer or corporate order are generally not eligible for cancellation, return or refund once production has commenced.

However, this policy does not limit any rights or remedies available to a customer under applicable law.

2. When You May Contact Us for a Resolution

You may contact us if you receive a product that:

• Is damaged during delivery
• Has a manufacturing or production defect
• Is materially different from the product ordered
• Is the wrong product
• Contains an error made by Trox Creations
• Has been incorrectly personalised or customised due to an error on our part
• Is missing a significant component or item included in the confirmed order
• Has another genuine issue that requires our review

We take such concerns seriously and encourage customers to contact us so that we can investigate and work towards an appropriate resolution.

3. Reporting a Product Concern

If you receive a product with a concern, please contact us as soon as reasonably possible after delivery.

For visible damage, incorrect products or obvious order discrepancies, we recommend contacting us within 48 hours of delivery.

For defects that may only become apparent after opening or using the product, please contact us as soon as the issue is identified and, wherever possible, within 7 days of delivery.

When contacting us, please provide:

• Order number
• Name used to place the order
• Contact details
• Description of the issue
• Photographs or videos clearly showing the concern
• Any other information reasonably requested by our team

This information helps us understand the issue and determine the appropriate resolution.

4. Review and Resolution Process

Once we receive your request, our team will review the information provided.

We may ask for additional photographs, videos, order information or other details to understand the concern.

Depending on the nature and severity of the issue, the resolution may include:

• Replacement of the affected product
• Reprinting or remaking of the product
• Repair, where reasonably possible
• Store credit
• Refund of the eligible amount
• Another appropriate resolution agreed between Trox Creations and the customer

The resolution offered will depend on the circumstances of the individual case.

A refund will not be issued automatically merely because a concern has been raised. The issue will first be reviewed and verified.

5. Refunds

Where a refund is approved, the refund will generally be processed through the original payment method, where technically and reasonably possible.

The time taken for the refund to reflect in your account may depend on the payment gateway, bank or financial institution involved.

Where a replacement or reprint is agreed upon, a refund may not be provided unless otherwise determined by Trox Creations or required under applicable law.

6. Products Damaged During Delivery

If your order arrives visibly damaged, please document the condition of the package and product by taking clear photographs or videos before disposing of the packaging.

Contact us with the relevant details as soon as possible.

We will review the matter and, where the damage is attributable to the delivery process or another issue for which Trox Creations is responsible, work towards an appropriate resolution.

7. Incorrect or Missing Products

If you receive a product that does not match your confirmed order, or if an item included in your order is missing, please contact us as soon as possible.

After verification, we may arrange for the correct product to be sent, the missing item to be dispatched, or another appropriate resolution.

8. Personalised and Customised Products

Personalised and customised notebooks are created specifically according to information and instructions provided by the customer.

We are not responsible for errors resulting from:

• Incorrect names
• Incorrect spelling
• Incorrect dates
• Incorrect images
• Incorrect logos
• Incorrect artwork
• Incorrect design instructions
• Other information incorrectly provided or approved by the customer

If the error was made by Trox Creations despite the customer providing correct information, we will review the matter and determine an appropriate resolution.

9. Corporate and Bulk Orders

Corporate, institutional and bulk orders may be subject to separate terms agreed before production.

Because these orders may involve customised designs, quantities and production arrangements, cancellation after production has commenced may not be possible.

Any concern relating to a corporate or bulk order should be reported to us promptly so that it can be reviewed and resolved appropriately.

10. Cancellation of Orders

Cancellation requests must be submitted as soon as possible after placing an order.

For standard, non-customised products, cancellation may be possible only if the order has not yet entered processing or production.

For personalised, customised, corporate or bulk orders, cancellation may not be possible once production or procurement has commenced.

If a cancellation request is accepted, any refund due will be determined based on the stage of processing or production and the costs already incurred, subject to applicable law.

11. Delivery Delays

Estimated delivery timelines are provided in good faith and may vary due to production requirements, shipping partners, weather, logistical disruptions, incorrect delivery information or circumstances beyond our reasonable control.

A delay in delivery does not automatically entitle a customer to a refund.

If your order has been significantly delayed, please contact us with your order number. We will review the status of the shipment and work with the relevant delivery partner to determine the appropriate next steps.

Where a delay is caused by an error or failure on our part, we will make reasonable efforts to resolve the matter fairly.

12. Non-Delivery or Returned Shipments

If a shipment cannot be delivered due to an incorrect or incomplete address, recipient unavailability, refusal to accept delivery, or repeated failed delivery attempts, additional shipping charges may apply if the order needs to be re-dispatched.

Where a shipment is returned to Trox Creations, we will contact the customer where reasonably possible to determine the next steps.

13. No Unauthorised Returns

Customers should not send products back to Trox Creations without first contacting us and receiving instructions.

Unauthorised returns may not be accepted or processed.

14. Our Commitment to Resolution

Our aim is not simply to reject complaints or requests for refunds. We are committed to reviewing genuine concerns fairly and maintaining a high standard of product quality and customer experience.

Every concern will be considered based on the specific circumstances of the order and the product involved.

Where Trox Creations is responsible for an error or a product does not meet the agreed specifications, we will work towards a fair and appropriate resolution, subject to applicable law.

15. Contact Us

To report a product concern, request a cancellation or raise a refund or resolution request, please contact:

Please include your order number and relevant details so that we can review your request promptly.