Returns and Refunds Policy
ORDER CANCELLATIONS:
Any order placed with us can be cancelled within 24 hours prior to shipment by immediately calling us at 800-207-1681. Email is not a timely or reliable means of cancelling an order therefore we cannot be held responsible for email cancellation requests without same day follow-up phone call.
Once an order has been shipped from our facility and in delivery route we absolutely cannot refund the order and any shipping charges. Any authorized returns after that point are your responsibility to ship back to us at your expense for a refund. Customer requests for placed orders cancellation will be processed for a refund within two (2) business days after receipt of order back to us.
RETURN POLICY:
We will accept resalable returns within 10 days only, and under the following conditions:
1. We will not accept any product returns that have been opened – which means the product that has been tampered with the sealed packaging in any way, or tested, touched, sampled, or discharged the contents of the product(s). The product is considered used with an unsanitary condition, therefore unsellable to or unusable by another individual.
Photo evidence of the return product must be sent to orders@traumasfx.com to initiate the return process as we do check returned products very carefully for the above conditions before a refund is issued.
2. All returns must have prior approval and issued an RMA number. This number must also be clearly written on the outside of the package next to your return address. Any returns without a visible RMA number on the package will be refused upon delivery and turned back to you.
3. All return requests must be made within 10 days after proof of delivery for a refund of purchase price only. We do not refund shipping charges. After 10 days elapse, qualified returns will receive the refund in the form of a Trauma SFX™ store credit ONLY. Store credits are good for 1 year from the date of issue and can be used for any future purchases at Trauma SFX™ Moulage store.
Store credit is non-transferable from one person to another and non-refundable, and it has no actual cash value outside of the Trauma SFX™ Moulage store. Unused Store Credits will expire 1 year from the date of issue, and once expired are automatically purged from the system.
4. We charge a 15% restocking fee on all sellable returns that qualify under this policy, no exceptions! For valid product exchanges we will waive the restocking fee, however you will be responsible for the return postage and the new shipment postage.
5. Returns should be sent with package tracking or signature confirmation to ensure its delivery, and that we receive your return in a timely manner.
We are not responsible for returns that do not reach us or become lost or stolen in the mail delivery system. For better safety against loss in delivery we urge that returns be sent with tracking or signature confirmation.
REFUNDS:
1. As stated previously, we accept returns or exchanges on unopened or sealed products ONLY with photo proof. This means you have not tampered with the packaging in any way, tested, touched, sampled, or discharged the contents of the returned product(s).
We suggest returning it in the original packaging and shipping material it came in. Any item returned or exchanged that has been examined and found to have been opened or tampered with as stated above will be subject to a 50% return fee deducted from the refund price. These items are considered used and compromised in sanitation and will not be able to be re-stocked, resold or used by another individual.
We take this policy very seriously, no exceptions! Refunds on items found to be used as stated above will be refunded in the form of a store credit ONLY. Unused Store Credits will expire 1 year from the date of issue, and once expired are automatically purged from the system.
2. Once returned and verified, a refund in the manner in which you paid will be initiated, and refunds will be issued within 2 business days after the processing of the return. Your refund will reflect the cost of the product(s) less the shipping charges to send the original order to you.
3. Special-order items, custom-made products, or items that are reduced pricing or clearance are final sale only and not eligible for any refund.
REFUSED AND UNCLAIMED DELIVERIES
If a shipment is returned to us because of a refused delivery or buyer’s change of mind we will refund your purchase price under the following conditions:
- All contents have been determined to be untouched and in resalable condition according to our stated policy. You will be charged a 15% restocking fee, which will be deducted before issuing a final refund. All shipping charges we paid will also be deducted in addition to the restocking fee.
- Returned or abandoned deliveries that go unclaimed or unresolved and are returned back to us will be stored for 1 months by us in the original unopened shipping package. We will contact you directly concerning this return to get instructions from you for either a re-shipment of the package at your expense or process a form of refund. Any refunds are in accordance to our policy stated above.
- Should 3 attempts to contact you go unanswered, or you don’t reply to messages by phone or email after the 1 month period, the shipment is considered a forfeit, and the package will be opened and all contents disposed of in a proper manner. Re-ship or refund options will no longer apply.
We do keep a date log of all contact attempts and responses made to you by us, through emails and by phone, concerning your refused delivery/unclaimed return. Please make every effort to respond so that we can settle the issue to your satisfaction within the 3-month timeframe allotment.
WRONG SHIPMENT:
TraumaSFX™ endeavors to provide the highest quality customer service and satisfaction, but we are human, and occasionally we do make mistakes in packing orders and shipping. In the event that we made mistakes with your order please contact us within 24 hours of receipt of your wrong shipment and we will take steps to correct it immediately to your satisfaction.
We will ship you your corrected order in the same day turnaround shipping. The corrected shipment will also include a return shipping label inside that has an RMA number on it to return the wrongly shipped item or shipment to us in its original shipping container. You will not be charged any additional shipping fees to receive your correct shipment, or to return the wrong shipment to us.
DAMAGED GOODS SHIPMENT – RETURNS/REPLACEMENTS/EXCHANGES
All products are inspected for brand new and undamaged condition when they are placed in our inventory. As perfect as we try to be in packaging product shipments securely, there are very rare occurrences when a product breaks or spills during shipping due to shipping company handling.
If your products arrive damaged or spilled, please contact us immediately for further instructions. Do not destroy or throw away either the shipping container, wrapping material, broken products, or spilled containers or we will not be able to verify and correct the situation for you. Photo evidence will be required.
We will correct any damaged goods within 10 days ONLY after you receive your shipment from us, and under the following conditions:
- You will be required to send us clear photographs of the damaged or spilled goods AND the packaging in order to verify the condition of receipt of goods.
- Once we receive the evidence, we may send you a new shipment of the same products or refund the purchase amount of the damaged products.
- You may be given an RMA number to ship back to us all the damaged items should we make that decision. You will not be charged any additional shipping fees to return the damaged products shipment to us or receive an exchange shipment.
COLD CLIMATE SENSITIVE PRODUCTS/DAMAGED GOODS SHIPPED IN EXTREME COLD OR FREEZING WEATHER:
Products that are freeze or cold sensitive are clearly indicated so in the product description page. You are ordering these products at your own risk during the months (typically November to March) that experience cold/freezing climate.
If you order any cold or freeze sensitive products during extreme cold or winter months, such as latex, silicone, gels, adhesives, etc. they may be chemically altered or spoiled upon arrival to a location that experiences frigid climate conditions.
We strongly recommend selecting an expedited means of shipping. We always recommend to our customers that they order enough supplies of these items during the late fall months to last through the colder parts of the year. We will not replace or refund any product that has been shipped and arrives to your destination, with containers cracked, broken due to frozen product, or spoiled due to cold weather or freeze conditions.
We also cannot replace or refund any cold/freeze sensitive products that has been purchased and stored improperly in cold climate/freezing weather by customer, thus becoming unusable due to poor cold storage conditions.
LIABILITY:
Our products are sold in good faith, and our liability is limited to the cost or replacement of the goods found to be compromised, according to our stated policies. We cannot guarantee the condition of any item once it physically leaves our facility for shipping, in the hands of the carrier, and is delivered to you. Nor can we be held responsible for the manner in which you receive the product, but we will do our very best to achieve a satisfactory outcome. We reserve the right to refuse replacement for falsified or purposely damaged items not caused by shipping and delivery means.
OUR PRODUCT GUARANTEE:
We are committed to providing the very best products and outstanding customer service even before the sale. We carefully check each product item for quality and freshness in both formulation and packaging when it arrives to our facility, and again before filling and shipping customer orders. Any defective merchandise is immediately detected by this inventory control before it ever gets to our customer order fulfillment.
We are happy to personally help you with your inquiries, product concerns, and choices. Simply email us at orders@traumasfx.com or give us a call, as your satisfaction in your shopping experience with TraumaSFX™ Moulage is very important to us
BRAND AUTHENTICITY:
TraumaSFX™ Moulage is an official/authorized dealership of the product lines we represent and offer for sale on our website. We DO NOT authorize any of our proprietary TraumaSFX™ products to be sold on eBay, Amazon, Etsy or through any other third-party location and never will.
We also do not sell any brands with protected international distributorships or cooperative agreements to countries or retailers outside of North America. This policy honors and insures our brand loyalty, so that our vendors and customers receive the highest standard in ethical business practices along with top quality products.
Our Return and Refunds Policy further safeguards the integrity and freshness of the product lines we are authorized to represent and sell. We have a strict return/exchange policy which serves to protect our customer’s confidence in knowing we NEVER allow used or compromised product as part of our business practices.
By submitting an order to TraumaSFX™ Moulage, you indicate that you have read and agree to the Return and Refunds Policy and Ordering, Shipping, and Delivery Policy. This Returns and Refunds Policy is subject to change or amendment without prior notice, and all changes and amendments will be updated on this page.
Updated:
1/14/26