Refund Policy

1. Acceptance of This Policy

By placing an order with us or otherwise using our services, you confirm that you have read, understood, and agree to this Refund Policy.

If you do not agree with this Policy, you may continue to browse our services. However, we highly recommend that you do not proceed with placing an order.

2. Eligibility for Refunds

Defective, Damaged, or Incorrect Items

You may be entitled to a refund or replacement where:

• The product is defective, such as having missing parts, a leaking mug, a broken zip, or faulty stitching.
• The product is damaged on arrival.
• The product is not as described.
• The incorrect item has been received.

Change of Mind / Right to Cancel

Where a legal right to cancel applies, you may cancel your order within the cancellation period without giving a reason. For goods, this is usually 14 days after the day you, or someone you nominate, receives the goods.

Returned items must be handled only as necessary to inspect them, similar to how they would reasonably be handled in a shop.

Handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods may include, but is not limited to:

• Returning the item worn.
• Washing the item.
• Marking the item.
• Staining the item.
• Damaging the item.
• Altering the item.
• Removing, damaging, or missing labels or tags.
• Returning the item in a condition that is not resaleable.

If the value of the item has been reduced because it has been handled beyond what is necessary, we may reduce your refund to reflect the loss in value.

Where the item has no resale value due to its returned condition, the refund for that item may be reduced to £0.

Warranty

Warranty claims are handled differently from refunds. Full information about our warranty and how to make a claim can be found in our Warranty Policy .

Shipping Information

All shipping-related matters, including those involving a change of mind, defective or damaged products, or incorrect items, are covered in Section 4 of this Policy.

3. Product Order

Once a product has been paid for and the order accepted, we are responsible for the goods until they are delivered to the address provided at checkout or placed in an agreed safe place at the customer’s request.

Delivery is considered complete when:

• The package is delivered to the address provided and received by the customer or a person authorised to accept it on their behalf; or
• The package is left in a safe place agreed with the customer.

If a customer believes their order has not been received despite the carrier marking it as delivered, they should contact our Support Team as soon as possible. We will then investigate the issue with the delivery carrier. If the item is confirmed as lost or not delivered, we will offer either a replacement or a refund.

Made-to-Order Products (Non-Returnable)

Due to the made-to-order nature of our products, refunds are not provided for personalised products from our “Build Your Own Merch” section where the final product accurately reflects the design submitted and approved by the customer. This includes, but is not limited to:

• Change of mind.
• Incorrect size selected.
• Spelling or layout errors.
• Incorrect design, if the mistake was made by the customer.

Before placing your order, you will be shown a mockup preview of your product. This allows you to review and confirm the design before completing your purchase.

However, you may contact us to request a refund or resolution if you believe there has been an error with your order, such as:

• The item is faulty or damaged on arrival.
• The incorrect item was supplied.
• The item, size, or colour supplied does not match your order.
• The product does not match its listing or description.
• There is a production or printing error that was not present in the approved design.

Where an error is confirmed, we will work with you to provide an appropriate solution. This may include a refund, repair, replacement, price reduction, or another suitable option, depending on the circumstances.

Customers are fully responsible for the content they submit when creating personalised products. This includes, but is not limited to:

• Spelling.
• Layout.
• Image placement.
• Design choices.
• Uploaded images or artwork.

4. Refund Process

How to Submit a Request

All refund requests must be submitted through our Support Hub. You can submit a ticket using one of the following methods:

• Visit our Support Hub and submit a ticket.
• Go directly to our ticket submission page.
• Email us at assist@mail.traxon.media .

Please include:

• Your name and email address.
• Your order number.
• The issue relating to your request.
• An issue title and description.

All claims are reviewed on a case-by-case basis. During the review process, we may request additional information where reasonably required to assess the claim. This may include supporting evidence, verification details, or further clarification.

If the item falls under “Defective, Damaged, or Incorrect Items” in Section 2 , we will cover all shipping costs.

Where a refund is made under “Change of Mind” in Section 2, you will have to pay the shipping costs when returning the product.

All payments will be processed through a secure payment gateway.

Our Support Team will never ask you to provide sensitive information, such as your full credit or debit card number, PIN, password, or security code. However, we may ask you for certain information, such as photographic evidence, confirmation of your home address, or further details about the issue, where necessary to process your request.

Timeframes

Claims should normally be submitted within 14 days after the customer receives delivery. Customers then have an additional 14 days to return the item once a claim has been approved.

Claims submitted outside of this timeframe may still be considered where required by law, or where an exemption is granted at our discretion.

Where a claim is submitted outside the standard timeframe, a valid reason must be provided for review. Approval of any exemption is not guaranteed and will be assessed on a case-by-case basis.

Resolution Outcomes

Where a claim is confirmed as valid, we will provide an appropriate solution based on the issue and the circumstances of the order.

This may include one or more of the following:

• A replacement product, including a reprint where appropriate.
• A refund, partial refund, or price reduction.
• A repair, where suitable.
• Correction, replacement, or reissuance of an eligible gift card.
• An alternative product, where agreed.
• Another suitable resolution, where appropriate.

The solution offered will depend on the nature of the issue, the product ordered, and the outcome of our review. As a customer, you do not have to accept our proposed resolution and may request an alternative remedy.

Where a refund is approved, it will always be issued to the original payment method used at checkout. This helps us reduce fraud. You can read more in our Fraud & Abuse Policy .

Refund processing times may vary depending on the customer’s bank or payment provider. In most cases, refunds are processed within around 3 working days, but they may take up to 6 working days to appear in the customer’s account.

Costs & Shipping

Where a claim is approved due to a fault, damage, defect, or error caused by our services or delivery process, we will cover the reasonable costs required to resolve the issue.

This may include:

• Return shipping costs.
• Replacement shipping costs.
• Restocking charges, where applicable.
• Delivery charges for a replacement or corrected item.
• Other reasonable costs directly related to resolving the approved claim.

Where the issue is confirmed to be caused by our service or the delivery process, we will cover the relevant restocking and shipment charges for the return, replacement, or new item.

Costs will only be covered where they are reasonable, necessary, and directly connected to the approved claim.

5. Important Conditions

Refund requests may be declined where:

• The issue is consistent with normal wear and tear.
• The product has been misused, improperly handled, or incorrectly washed.
• The product has been altered after delivery.
• Insufficient evidence is provided.

Where an item is returned to us for change of mind, customer preference, or other non-defective reasons, including returns accepted outside any standard return or claim period, TraxonMedia LTD reserves the right to charge reasonable restocking fees, shipping fees, handling fees, return processing fees, or other fulfilment-related costs where permitted by applicable law.

Customers must not return items to our head office without prior authorisation from our Support Team. If items are sent to our distribution address without an RMA number (Return Merchandise Authorization number), the item will be returned to the sender with applicable associated costs. To find out more about how to contact our Support Team, go to Section 9 of this Policy.

6. Chargebacks & Payment Disputes

Before initiating a chargeback or payment dispute, customers must contact us first so that we have the opportunity to review and resolve the issue. Please contact our Support Team directly. If customers are not happy with the support they are provided, they should contact our escalation team using the email address in Section 10 or by submitting a ticket.

Where a chargeback or payment dispute is initiated without prior contact, we reserve the right to:

• Dispute the claim without further notice.
• Provide supporting documentation to the relevant payment provider or bank.
• Suspend or terminate access to TraxonMedia LTD services, where appropriate.

Supporting documentation may include:

• Delivery confirmation.
• Order and product records.
• Payment records.
• Customer communications.
• Evidence of any support or resolution offered.

We remain committed to resolving issues fairly and efficiently in line with this Policy, which strictly prohibits the fraudulent submission of false chargebacks or dispute abuse. For more guidance, please read our Fraud & Abuse Policy .

7. Fraud, Abuse & Misuse

We reserve the right to refuse refunds, cancel orders, or restrict access to services where we reasonably suspect:

• Fraudulent activity.
• Abuse of refund systems.
• Repeated or excessive claims inconsistent with normal consumer behaviour.

Orders identified as potentially fraudulent, unauthorised, high-risk, or inconsistent with normal purchasing behaviour may be temporarily held, cancelled, or automatically refunded as part of our fraud prevention and payment security processes. For more information, please read our Fraud & Abuse Policy .

At TraxonMedia LTD, we use smart technology to identify patterns in user activity. This allows us to identify high-risk users who may be involved in fraudulent activity.

8. Your Legal Rights

Under the Consumer Rights Act 2015, goods must be:

• Of satisfactory quality, as stated in Section 9 .
• Fit for purpose, as stated in Section 10 .
• As described, as stated in Section 11 .

If goods do not meet these standards, you may be entitled to a repair, replacement, refund, or price reduction, depending on the circumstances.

Under the Consumer Contracts Regulations 2013, cancellation rights may apply. However, these rights may not apply to personalised or made-to-order goods, as stated in Regulation 28(1)(b) .

9. Contact Us

For any questions, support requests, policy enquiries, privacy concerns, or assistance relating to our services, please contact TraxonMedia LTD using the details below.

Customer Support & General Enquiries

Support Hub: support.tmltd.xyz
Submit a Support Request: ticket.tmltd.xyz
Email: assist@mail.traxon.media
Policy & Guidance Portal: portal.tmltd.xyz/legal/

For privacy-related enquiries, GDPR requests, data protection concerns, complaints, escalations, or policy appeals, please refer to Section 10 of this Policy.

10. Privacy, Data Protection, Complaints, Escalations & Appeals

For privacy-related enquiries, GDPR requests, data protection concerns, complaints, escalations, or policy appeals, please contact our Data Protection Officer (“DPO”):

Lewis Jones
Data Protection Officer (DPO)

Email:lewis@tmdev.xyz

For any other support-related issues, please contact our Support Team using the details in Section 9 of this Policy.

11. Amendments to This Policy

We may update or amend this Refund Policy from time to time to reflect operational, legal, service, or regulatory changes. We are committed to reviewing this Policy at least once on a yearly basis.

This Policy may be reviewed annually, including where:

• Applicable laws or regulations change.
• Our fulfilment or operational processes change.
• Clarifications or corrections are required.

Any amendments to this Policy must be authorised by the TraxonMedia LTD Executive Team or other authorised representatives acting on behalf of TraxonMedia LTD.

The latest version of this Policy will always be published and accessible on our legal pages: https://portal.tmltd.xyz/legal/

12. Signed and Dated

Sebastian Smith

Founder & CEO

Current Date:11/05/2026
Next Review Date:11/05/2027

Lewis Jones

Operations & Security

Current Date:11/05/2026
Next Review Date:11/05/2027