Refund policy

Refund Policy

At TraceEase, we are committed to your satisfaction with every purchase of our Pen Holders, Notebooks, and Folders. If you are not entirely satisfied with your order, we are here to help.

Eligibility for Refunds

To be eligible for a return and refund, your item must be:

  • Unused and in the same condition as you received it.
  • In its original packaging, including any tags or protective covers.
  • Accompanied by the original proof of purchase (order number or receipt).

Returns must be initiated within 30 days of the delivery date.

Non-Returnable Items

Certain items cannot be returned for hygiene, safety, or customization reasons, including but not limited to:

  • Personalized or monogrammed Notebooks or Pen Holders.
  • Items that are damaged due to customer misuse or accidents.
  • Clearance or final sale items, which will be explicitly marked at the time of purchase.

Return Process

  1. Contact Us: Before sending any item back, please contact our support team at [email protected] with your order number and reason for the return. We will provide you with a Return Merchandise Authorization (RMA) number and detailed instructions.
  2. Ship the Item: Securely package the item(s) and ship them to the address we provide. We recommend using a trackable shipping service. The customer is responsible for return shipping costs unless the return is due to our error (e.g., wrong or defective item shipped).
  3. Inspection & Refund: Once we receive and inspect your return, we will notify you of the approval status. If approved, your refund will be processed to your original method of payment within 5-10 business days.

Refunds

You will receive a full refund for the cost of the returned item(s). Please note that original shipping fees are non-refundable. If the return is a result of our mistake, we will also refund any applicable standard shipping costs.

Depending on your payment provider, it may take additional time for the refund to be reflected in your account after we process it.

Exchanges

We currently do not offer direct exchanges. To exchange an item, please follow the return process to receive a refund and then place a new order for the desired item on our website.

Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us immediately at [email protected] with your order number and photos of the product and packaging. We will arrange for a prepaid return label and expedite a replacement or full refund at no extra cost to you.

Contact Us

For any questions regarding our Refund Policy, please do not hesitate to contact our customer support team.

Email: [email protected]

We aim to respond to all inquiries within 24-48 hours on business days.