Refund & Return Policy

Last updated: 25 Aug 2026

At TRAYAAM, every order is prepared with care. If something isn’t right when your order reaches you, we want to make the process of resolving it clear and straightforward.

Returns & Exchanges

We currently do not accept returns or exchanges for change of mind, personal preference, or products ordered in the wrong size or colour.

Please review the product description, dimensions, colour options, and other specifications carefully before placing your order.

If your product arrives damaged, defective, or you receive an incorrect item, please contact us within 4 days of delivery so we can review the issue and help resolve it.

Nothing in this policy is intended to limit any rights or remedies available to you under applicable consumer protection law.

Reporting a Damaged, Defective or Incorrect Product

Please contact us through our Contact Us page within 4 days of delivery.

Include:

Your order number
A brief description of the issue
Clear photographs of the product
Clear photographs of the packaging
Any other relevant photographs that help us understand the issue

Please retain the product and its original packaging while we review your request.

We may ask for additional information or photographs if needed to properly assess the issue.

What Happens After You Contact Us?

Once we receive the required information, we’ll review your request and determine the appropriate resolution based on the circumstances.

Depending on the issue and product availability, this may include:

A replacement product
Replacement of the affected item or component, where appropriate
A refund to the original payment method

We’ll communicate the available resolution with you after reviewing the request.

Please do not send any product back to us unless we have specifically asked you to do so and provided return instructions.

3D Printed Product Characteristics

TRAYAAM products are created using 3D printing, which builds each object one layer at a time.

As a natural result of this process, products may show subtle characteristics such as:

Visible layer lines
Minor surface texture
Small variations in finish
Slight differences between individual pieces or production batches

These characteristics are inherent to the 3D printing process and, where they do not materially affect the product’s intended function, durability, or overall quality, are generally not considered manufacturing defects.

We carefully inspect our products before dispatch and aim to ensure every piece meets our quality standards.

This clause does not exclude genuine manufacturing defects or damage.

Colour Variations

We make every effort to represent product colours accurately on our website.

However, colours may appear slightly different depending on screen settings, lighting conditions, photography, and minor variations between material or production batches.

Reasonable colour variations of this nature are not generally considered defects.

If you believe you have received the wrong colour or product variant, please contact us within 4 days of delivery.

Items Damaged After Delivery

We cannot accept returns or provide refunds for damage caused after delivery through:

Improper handling or accidental damage
Misuse of the product
Exposure to excessive heat
Prolonged exposure to conditions unsuitable for PLA
Dishwashers or high-temperature cleaning
Failure to follow applicable product care guidance

Our products are made using plant-based PLA and should be stored away from excessive heat, including hot vehicles and other high-temperature environments that may cause deformation or warping.

Return Shipping

If we determine that a product needs to be returned, we’ll provide you with instructions before you send it.

Please do not return products without contacting us first, as unsolicited returns may not be accepted or processed correctly.

Where a return is approved because TRAYAAM supplied a damaged, defective, or incorrect product, we will communicate the applicable return-shipping arrangements as part of the resolution.

Refunds

If a refund is approved, it will be processed to the original payment method used for the purchase, unless another method is required or mutually agreed upon.

Once processed by us, refunds may take approximately 5–10 business days to appear in your account, depending on your bank, card issuer, payment provider, or original payment method.

Any time taken by the payment provider after we initiate the refund is outside our direct control.

We’ll confirm once an approved refund has been initiated.

Order Cancellations

If you need to cancel an order, please contact us as soon as possible before dispatch.

Because orders are typically prepared and dispatched within 1–2 business days, the cancellation window may be short.

If we receive your request before the order has been dispatched, we’ll check whether cancellation is still possible.

Once an order has been dispatched or handed over to our shipping partner, it generally cannot be cancelled. If there is a separate issue with the delivered product, the other provisions of this policy will apply.

Incorrect Delivery Information

Customers are responsible for providing accurate delivery and contact information when placing an order.

If you notice an error, please contact us as soon as possible before dispatch. We’ll try to help where possible, but changes cannot be guaranteed once processing or shipping has begun.

Orders returned because of incorrect or incomplete customer-provided information will be reviewed individually, and additional shipping charges may apply if reshipment is requested.