Returns and Refunds
What is your return policy?
You can return undamaged items within 30 days for a full refund, excluding shipping costs. All returns must be in their original condition and packaging, including any accessories or components that came with the product. We can only accept returns sent back in the original packaging.
Once we receive your return, we’ll inspect the item. If it’s in good condition, we’ll process your refund. If we notice significant wear or damage, we may reduce the refund amount to reflect the diminished value.
Refunds may only be issued to the original payment method used at checkout.
Items damaged during shipping
If your order arrives damaged or defective, we’ll gladly send you a replacement. Please contact us at support@trazos.de within 72 hours of receiving your item. Include your order number, your name, a short description of the issue, and photos of the damage or defect.
Want to exchange an item?
To exchange a product, please return the original item for a refund and place a new order for the one you’d like instead.
How do I return a product?
If you’d like to return a TRAZOS product, we’ve made the process as simple as possible. To begin, fill out the returns form on our Returns Portal. You’ll receive your return label and QR code by email within 24 hours on working days.
Please repackage the item in the original shipping box and place the return label over the original shipping label.
Currently, we offer free returns within Germany only. However, we’re continuously working to improve our return and delivery options for more countries across Europe. If you’re returning an item from outside Germany, please reach out to support@trazos.de to arrange the return.
How long does it take to process a return?
Refunds are typically processed within 10–14 business days from the time we receive the return.
For further questions, feel free to contact us at support@trazos.de.