Terms & Conditions
1. We would like to formally inform all our customers that “Trexplus.com” operates as a retailer and does not engage in the manufacturing of products. Our primary role is to offer a diverse range of products sourced from various trusted manufacturers and suppliers. We take pride in curating a selection of high-quality items and providing them to our valued customers through our platform. As a retailer, our focus remains on delivering exceptional customer service, offering a wide variety of products, and ensuring a seamless shopping experience. If you have any questions or require further information about our products, please do not hesitate to reach out to our customer support team. We are dedicated to meeting your needs and providing you with the best shopping experience possible. Thank you for choosing Trexplus.com for your retail needs.
2. Buyers can confidently place their orders on our website, ensuring that they provide accurate and complete information, including:
- Name: Please provide your full and correct name to facilitate smooth order processing and accurate delivery.
- Address: Ensure that the delivery address is accurate, complete, and up-to-date to avoid any potential delivery issues.
- Phone Number: A valid and reachable phone number is essential for order confirmation, addressing delivery queries, and ensuring a seamless delivery process.
- Email ID: Providing a valid email address enables us to send order confirmations, tracking details, and other relevant communications to keep you informed about your order.
- Pin Code: Accurate pin code information helps us determine the delivery area and ensures that your order reaches the correct destination.
By providing these essential details correctly, you contribute to a trouble-free ordering experience and ensure the accurate and timely delivery of your chosen products from our website.
3. At Trexplus.com, we are delighted to offer complimentary delivery services for all our products. We ensure that every product is shipped with the utmost care and attention to detail. Our shipping methods encompass both courier services and the reliable Indian Post Office, ensuring a seamless and efficient delivery process. To guarantee the safety and quality of our products, we take extra measures to ensure that all items are securely packed before shipping. This commitment to packaging excellence helps safeguard your purchase during transit. We kindly request all our buyers to maintain an unboxing video record while opening their received product packages. Please be aware that we do not accept order return requests without a corresponding unboxing video. This protocol helps us maintain transparency and streamline the return process while ensuring that the returned items remain in their original condition. At Trexplus.com, we are dedicated to providing a trustworthy and hassle-free shopping experience for our customers. Your cooperation in adhering to our unboxing video requirement is greatly appreciated, as it helps us maintain the quality and integrity of our services. (Please note that any unboxing video intended for a product return or replacement must be recorded prior to opening the product from its packaging. It is essential that the shipping label on the outer packaging of the product remains clearly visible in the video recording. This step is crucial in ensuring a smooth and efficient process for assessing and facilitating any necessary returns or replacements. Your cooperation in adhering to this requirement is greatly appreciated). No order return requests are accepted without an unboxing video & image.
4. When placing an order on Trexplus.com, we offer our buyers two distinct payment options to choose from:
- Cash On Delivery (COD): With this option, buyers can place their orders and make payment directly to the delivery personnel or courier service at the time of receiving the order. Cash On Delivery allows for payment in cash when the products are delivered to your doorstep, ensuring ease and convenience.
- Razorpay Payment Gateway: The second payment option provides buyers with a secure online payment gateway. Through this method, buyers can make payments using various digital payment modes, including credit cards, debit cards, UPI (Unified Payments Interface), and net banking. It offers a swift and efficient way to complete your purchase securely.
At Trexplus.com, we strive to accommodate various payment preferences to enhance your shopping experience and provide flexibility to our valued customers. You can choose the payment option that best suits your needs and preferences during the order placement process.
5. In the event that a payment processed through the Razorpay Payment Gateway fails and is debited from the buyer’s bank account, Razorpay will initiate a refund of the failed payment amount to the buyer’s original payment method. Please note that it may take approximately 5 to 7 days for the buyer to receive the refund. If you require assistance or have inquiries regarding failed payment details, we encourage buyers to reach out to us for prompt support. You can contact us through the following channels:
- WhatsApp: 9083527119
- Email: email@example.com
Our dedicated customer support team is ready to assist you with any payment-related concerns or questions you may have. We are committed to ensuring a smooth and secure shopping experience for all our valued customers.
6. We would like to inform our valued buyers that as per GST (Goods and Services Tax) regulations, businesses with an annual turnover below Rs 20 lakhs are not obligated to issue GST invoices. Therefore, Trexplus.com, with a turnover below this threshold, does not provide GST invoices to our customers. We appreciate your understanding in this matter, and if you have any further questions or require additional documentation or receipts for your purchase, please do not hesitate to reach out to our customer support team. We are here to assist you with any inquiries or requirements you may have related to your orders or purchases. (In September 2021, businesses with an annual turnover of less than Rs. 20 lakhs (Rs. 2 million) were generally exempt from GST registration in India under Section 22 of the CGST Act. However, please keep in mind that GST rules and regulations can change over time, and it’s crucial to verify the current threshold and any updates with the relevant tax authorities or a qualified tax professional as of the current date in 2023.)
7. Upon successful placement of an order, Trexplus.com initiates a process to confirm the order and verify the delivery address:
- Confirmation Message on WhatsApp: The buyer receives a confirmation message on their provided WhatsApp number, outlining the order details.
- IVR Call for Order Confirmation and Address Verification: An Interactive Voice Response (IVR) call is conducted to confirm the order and verify the delivery address. The buyer can follow the instructions provided during this call.
In instances where initial confirmation and address verification attempts are unsuccessful, our dedicated customer support team personally contacts the buyer via a manual phone call. This call serves to confirm the order’s details and verify the address, especially when the order is placed using the Cash On Delivery payment method. Once successful order confirmation and address verification are achieved, the order proceeds to be dispatched, either through a trusted courier service or the Indian Post Office, depending on the chosen delivery method. Should the buyer decide to cancel their order, they can do so through various channels, including WhatsApp messages, IVR calls, and direct communication with our customer support executive. It is important to note that Trexplus.com retains the right to cancel the buyer’s order if the buyer fails to respond to WhatsApp messages, take action on IVR calls, or answer phone calls from our customer support executive. This policy ensures efficient order management and fulfillment while upholding the highest standards of service and security for our customers.
8. Once an order is placed on the Trex Plus website or app, customers retain the option to cancel their order until the point at which the product is dispatched for shipping. Once the order has been shipped and is in transit, it becomes unavailable for cancellation through the Trex Plus website and app. However, customers are granted the opportunity to cancel the order when the delivery personnel, such as the delivery boy, arrives to deliver the product to the customer’s designated address. To execute this cancellation, the customer may be required to provide a cancellation OTP (One-Time Password) to the delivery personnel. It is of utmost importance that customers exercise caution and verify the details of any SMS or communication carefully before sharing the order cancellation OTP with the delivery personnel. This additional security measure helps ensure the legitimacy of the cancellation request. Trex Plus is committed to offering flexibility and convenience to our valued customers throughout the order fulfillment process, including the option to cancel orders when necessary, within the specified guidelines.
9. Trexplus.com specializes in the creation of customized personal computers. For individuals seeking to configure a PC, our online platform offers a dedicated “Custom PC Build” feature. Here, customers have the freedom to select and assemble components of their choice, crafting a personalized and aesthetically pleasing computer system. Upon the completion of component selection and order placement, our diligent customer support team will promptly reach out to the buyer to confirm the order details. To secure the custom PC order, a nominal advance payment, referred to as the “booking amount,” is required. We offer multiple convenient payment options, including Razorpay, Google Pay, and PhonePe, to facilitate this transaction. It is crucial to note that the booking amount is not an additional fee; rather, it constitutes an upfront partial payment toward the total order value. To illustrate, suppose a buyer’s custom PC carries a total price of 20,000 rupees. In this scenario, the buyer would be required to submit a booking amount of 500 rupees, leaving a balance of 19,500 rupees, which can be settled via Cash On Delivery. It is important to be aware that a cancellation fee of Rs. 500 is applicable should the buyer decide to cancel their custom PC order. At Trexplus.com, we strive to provide our customers with a seamless and flexible experience throughout the custom PC ordering process, ensuring satisfaction at every step.
10. In situations where a buyer places an order for a product listed as in-stock on Trexplus.com, but subsequently, it is determined that the product is unavailable in our warehouse or is damaged, rendering it undeliverable to the buyer’s specified address, Trexplus.com retains the right to cancel the order. In instances where it is not feasible to facilitate the order via the Cash On Delivery method due to restrictions based on the buyer’s pin code or address, our dedicated customer support team will promptly contact the buyer. They will extend an offer to complete the transaction through the Razorpay payment gateway as an alternative. To execute this, our customer support executive will kindly request the buyer to initiate a self-cancellation of the existing order and then place a new order. Simultaneously, they will provide the necessary payment link for the previously canceled order. It is essential to note that in such cases, Trexplus.com retains the discretion to cancel the order if the buyer fails to complete the online payment within a 24-hour window. Trexplus.com is committed to ensuring a smooth and efficient shopping experience for our valued customers and appreciates your understanding and cooperation in such scenarios, as we aim to provide the best possible service.
11. To initiate a warranty claim with Trexplus.com, the buyer is required to follow a structured process outlined on our website. This process entails visiting the dedicated “Warranty Claim” section on the Trexplus.com website and completing the associated claim form. Once the warranty service has been successfully processed at our service center, the buyer can anticipate the return of their serviced item to their designated home address. This return service will be executed by our appointed delivery personnel or through our trusted courier services. It’s important to note that for this return service, which includes picking up the item from the buyer’s residence, transporting it to Trexplus.com’s office, and subsequently delivering it back to the buyer’s home, there will be an associated cost. The buyer is responsible for covering the expenses related to the services provided by the delivery personnel or courier services. At Trexplus.com, we aim to deliver exceptional service and support throughout the warranty claim process, and we appreciate the buyer’s cooperation in meeting the delivery cost requirements associated with the return of their serviced item to ensure a seamless experience.
12. Please be advised that the Cash On Delivery (COD) service may not be accessible in all postal codes, and there may be circumstances where this service is temporarily suspended for security-related reasons. In such instances, customers are kindly requested to complete their purchase by utilizing online payment methods. We understand the convenience of COD for our customers, and we make every effort to make it available whenever feasible. However, to maintain the security and integrity of our services, we may occasionally have to suspend or restrict the COD option in specific areas or during certain periods. Your understanding and cooperation are greatly appreciated, as we strive to ensure a secure and seamless shopping experience for all our valued customers. Should you encounter any challenges or have inquiries regarding payment options, please do not hesitate to contact our customer support team, who will be more than willing to assist you in completing your purchase using online payment methods.
13. We aim to deliver products to our customers’ addresses within a standard delivery window of 4 to 5 days from the date of the order. However, during certain festive occasions such as Durga Puja, Diwali, Eid, Christmas, and other special festival days, we anticipate a higher volume of orders, which may lead to an extension of the delivery time. In such cases, please be prepared for the possibility of product deliveries taking an additional 1 to 2 days beyond our usual delivery timeframe. We make every effort to ensure timely deliveries, but the increased demand during festive periods can impact delivery schedules. Rest assured, our dedicated team is committed to minimizing any delays and providing you with the best possible service, even during peak festival times. We appreciate your patience and understanding during these festive seasons as we work diligently to fulfill your orders in a timely manner.
14. It’s important to acknowledge that unforeseen natural calamities like heavy rains, landslides, and other adverse weather conditions can impact the logistics and transportation networks, potentially causing delays in product deliveries. In such unfortunate circumstances, delivery to areas affected by these events may require an additional 2 to 3 days beyond our standard delivery timeline. At Trexplus.com, we prioritize the safety of our delivery personnel and the integrity of our products. Therefore, during instances of natural calamities, we take all necessary precautions to ensure the well-being of our team while striving to fulfill orders as soon as conditions permit. We appreciate your understanding and patience during such exceptional situations, and we are committed to keeping our customers informed about any potential delays and providing the best service possible under the circumstances. Your trust in Trexplus.com is highly valued, and we remain dedicated to delivering quality products to you, even in challenging circumstances.
15. The delivery timeframe for all virtual products, such as antivirus license codes or license codes for company software, is stipulated at 2 hours. The issuance of these license codes is exclusively conducted via electronic mail, without any physical delivery option available. It is imperative to note that only business hours are considered within this delivery window. In the event that a customer places an order beyond the prescribed business day or business hours, they will be required to await the commencement of the next business day or business hours to receive their product’s license code. Furthermore, should any technical issues be encountered on the website or in the server infrastructure, it may necessitate an extension of the 2-hour delivery window for the customer to obtain their license code.
1. Once an order has been successfully placed on our platform, customers have the option to cancel the order up until the point when the product is dispatched for shipping. However, once the order has been shipped, it becomes unfeasible to cancel the order using the Trex Plus website and app. Nonetheless, customers are provided with an opportunity to cancel their order when the delivery personnel, such as the delivery boy, arrives to deliver the product to the designated address. To initiate this cancellation, the customer may be required to share a cancellation OTP (One-Time Password) with the delivery personnel. It is essential to exercise caution and verify the SMS and cancellation OTP details meticulously before sharing them to ensure the legitimacy of the cancellation request. At Trex Plus, we strive to offer flexibility and convenience to our valued customers throughout the order fulfillment process, including the option to cancel orders when necessary, within the specified guidelines.
2. It’s crucial to note that a cancellation fee of Rs. 500 is applicable in the event that a buyer chooses to cancel their custom PC order. At Trexplus.com, we are committed to delivering a seamless and adaptable experience throughout the custom PC ordering procedure, with the ultimate goal of ensuring customer satisfaction at each stage of the process. Our policies and fees are designed to maintain a balance between providing flexibility to our customers while managing the administrative and logistical aspects of custom PC orders. We value our customers and aim to offer them the best possible service.
3. Please note that Trexplus.com does not entertain cancellations for products that have been obtained by our marketing team during special occasions such as Pongal, Diwali, Valentine’s Day, and similar limited-time promotional events. These offerings are considered as exclusive occasion-specific deals, and as such, cancellations are not feasible for these particular products. We encourage our valued customers to carefully consider their purchases during these special occasions and make informed decisions, as cancellations may not be available due to the unique nature of these promotions. At Trexplus.com, we are committed to providing exceptional value and opportunities to our customers during festive and special occasions, and we appreciate your understanding of our cancellation policy in these specific cases.
Return, Replace & Refund Policy
1. The buyer can return/replace the product within 2 days on the Trexplus.com website from the day buyer received the delivery. Trexplus.com will accept the product return/replace in case the product is damaged, item missing in the box, wrong product received. (Returns/replace will not be accepted if the customer has purchased these products – Software, Anti Virus, Computer Fan, Cabinet, Ink and toner Powder, Mouse Pad, Cleaning items, Custom PC Build PCs, Desktops, Wires, and cables) Trexplus.com will not return or replace a product if it is found to be defective after a customer has purchased it. The customer can take the product to the service center for service or make a warranty claim with the help of Trexplus.com. Note that if the customer chooses to send the product to the service center with the help of Trex Plus, the courier charges incurred will have to be borne by the customer.
2. To return or replace the product, the buyer has to go to Trexplus.com and request a return or replace under the return option where the buyer has to provide the order ID and select whether to replace or return the product and then select the reason for the buyer’s return or wants to take a replacement, Trexplus.com have given some options here, the buyer has to choose an option (Why buyer want to return/replace the order). Then the buyer has to choose which method he/she wants to get his/her refund, in this case trexplus.com will give 2 options to the buyer, the first is to get the refund in my wallet of Trexplus.com, the second option is to take the refund through (The refund will be made in the same method as the payment was made). Then buyer should share with us the unboxing video detailing what the problem is with his/her product. Then buyer has to click on return button. We will check the external request and notify the buyer via email. If the product is non-retainable, return or replacement request will not be accepted. In this case, the buyer can directly contact our customer support executive and explain problem in detail. (Please note that any unboxing video intended for a product return or replacement must be recorded prior to opening the product from its packaging. It is essential that the shipping label on the outer packaging of the product remains clearly visible in the video recording. This step is crucial in ensuring a smooth and efficient process for assessing and facilitating any necessary returns or replacements. Your cooperation in adhering to this requirement is greatly appreciated). No order return requests are accepted without an unboxing video & image.
3. It’s important for our buyers to be aware that our return policy has a specific time frame. If a buyer does not request a product return within 2 days from the day they received the product, they will not be eligible to return the product after the two-day deadline has passed. This policy is in place to ensure the efficient and timely processing of return requests and to help us maintain a fair and consistent approach to returns. We encourage our customers to review their purchases promptly and reach out to us within the specified time frame if they encounter any issues with their products. We appreciate your understanding of our return policy, and we are here to assist you with any inquiries or concerns related to your purchases. Your satisfaction is our priority, and we aim to provide a clear and customer-friendly return process.
4. As a retailer, we do not engage in the manufacturing process of the products we offer. In the event that a customer purchases a branded product from our platform and subsequently receives it in a defective condition, we must clarify our policy regarding returns and replacements. Given that the item in question is a branded product, our company does not possess the authority to facilitate direct returns or replacements. Instead, we provide customers with a detailed invoice upon delivery, which is sent to the buyer’s registered email address. This invoice serves as the primary documentation for the purchase and contains crucial information. In the case of a defective branded item, we kindly request that the customer refer to the attached invoice. It is imperative for the customer to contact the official service center or customer support channel of the brand from which the product was acquired. They will be able to assist with the necessary steps for servicing or replacing the item. In summary, it is essential to understand that if any branded item purchased through trexplus.com is found to be defective upon receipt, our company is unable to process returns or replacements directly. Instead, the customer should initiate contact with the respective brand’s customer service department to address their concerns and seek resolution. We appreciate your understanding and cooperation in adhering to this procedure.
5. Once a buyer’s return or replacement request is accepted, we arrange for a delivery personnel to pick up the product from the buyer’s specified home or office address. However, there are certain conditions and considerations:
- Buyer’s Decision Not to Return: If the buyer decides not to return the product after the return or replacement request has been accepted or if the buyer is not available at the specified address during the pickup attempt, the return or replacement process will be canceled.
- Self-Return Option: In such cases, the buyer is provided with an alternative option. Within the next 24 hours, the buyer is required to pack the product themselves and courier it to the designated return address. The return address details are as follows:
- Address: Bagula Bus Stand Opposite AXIS Bank ATM, Pin. 741502
- Receiver: Sourav Dutta
- Phone No.: 9083527119
- Return Cost Responsibility: It’s important to note that the cost associated with returning the product in this manner will be borne by the buyer.
This approach provides flexibility for buyers who may choose to manage the return process themselves if they decide not to return the product or if they are unavailable during the pickup attempt. Trexplus.com aims to accommodate various scenarios while ensuring a fair and efficient return process for our customers.
7. Trexplus.com offers flexibility when it comes to refund methods, and it allows the customer to choose how they want to receive their refund amount. Buyers have the option to select one of the following refund methods:
- Refund to UPI ID: If the buyer prefers to receive the refund directly to their UPI (Unified Payments Interface) ID, they can choose this option. The refund amount will be credited to the provided UPI ID. Refunds to the buyer’s UPI ID may take a minimum of 5 days to a maximum of 7 days to process. The exact duration can vary depending on the bank’s processing times and policies.
- Refund to Trexplus.com My Wallet: Alternatively, if the buyer prefers, they can opt to have the refund amount credited to their Trexplus.com My Wallet. This provides the convenience of using the refunded amount for future purchases on Trexplus.com. The refund will typically be posted to the My Wallet within a shorter timeframe, typically within 2 to 4 hours after the product is received at our warehouse. This quicker processing time allows the buyer to use the refunded amount for future purchases on Trexplus.com more promptly.
This choice empowers the buyer to select the refund method that best suits their preferences and needs. Trexplus.com is dedicated to providing a customer-centric experience and aims to make the refund process as convenient as possible.