Widerrufsrecht

Our policy

Except where the section on EU, EEA, and UK customers below applies, we do not accept returns, provide refunds, or offer exchanges because you changed your mind, selected the wrong colour, size or model, or decided that the item is not right for you. That is a real constraint, and we would rather you know it before checkout than after. It is also why every product page lists the external dimensions in inches, the empty weight in pounds, the shell material and the colours in stock: the numbers are there so you can decide before you order.

Customers in the European Union, the EEA, and the United Kingdom

If you are a consumer resident in the EU, the EEA, or the UK, you have a statutory right to withdraw from a distance purchase within 14 days without giving any reason. This right applies in addition to everything else on this page.

The 14 days run from the day you, or someone you designate other than the carrier, receives the goods. Where an order arrives in more than one shipment, the period runs from the day the last item is received.

To withdraw, tell us clearly before the period expires, through our online contact form or by email to terryj@trochi.com. A model withdrawal form is provided in section 8.2 of our Terms of Service, but you are not required to use it.

We refund all payments received from you, including the cost of standard outbound delivery, within 14 days of being informed of your decision, to the original payment method. If you chose a delivery method more expensive than our cheapest standard option, we do not refund the difference. We may hold the refund until we receive the goods back or you show proof of having sent them.

Send the goods back within 14 days of telling us. You pay the direct cost of return shipping. You are liable only for any loss in value caused by handling the goods beyond what is needed to establish their nature, characteristics, and functioning.

Damaged, defective or incorrect items

If an item arrives damaged, defective or different from what you ordered, contact us through the online contact form before sending anything back. Include your order number, a description of the issue and clear photographs of the item and its packaging. We will reply with instructions, and where a return is needed we will authorize it and tell you how to ship it. Items sent back without prior authorization cannot be processed. Approved remedies for damaged, defective or incorrect items cost you nothing.

If the damage happened in an airline's care, file a claim with the airline first, at the airport where possible; carriers are insured for this. Then contact us with the claim reference and photographs. See Repair and Replacement.

Manufacturing defects

Defects in materials or workmanship are handled under the limited warranty rather than as returns. The terms, exclusions and how to make a claim are on the Warranty and Care page. The warranty is in addition to the legal guarantee of conformity available to consumers in the EU, the EEA, and the UK.

Holiday colour exchange

During our seasonal sale from November 1 to January 1, we accept exchanges for a different colour of the same model and size. The item must be in original condition with the tag attached, and you are responsible for return freight to TROCHI. Once we have received it, please allow 10 business days for the exchange to be processed. Outside that program we do not offer direct exchanges; to obtain another colour, size or product, place a new order.

Purchases made during the seasonal sale are not refundable on a change of mind. This does not affect the statutory withdrawal right described above, or your rights if an item arrives damaged, defective or incorrect.

To arrange a colour exchange, email terryj@trochi.com with:

1. Your name, address, email and phone number
2. Your original online order number
3. The colour you wish to exchange for

Return address (authorized returns and exchanges only): 13-200 West Beaver Creek Rd, Richmond Hill, Ontario L4B 1B4, Canada

Pre-orders

Pre-order and backorder items are identified as such on the product page and at checkout, and are not in stock when you order. Payment is taken when you place the order. You may cancel a pre-order at any time before it ships, for any reason, and we refund the amount paid in full to the original payment method.

Refunds on cancelled orders

If we cancel an order, or part of one, after payment has been taken, for example because an item is out of stock, we refund the amount paid for the cancelled portion to the original payment method. Card issuers vary in how quickly a credit appears, so please allow one to two billing cycles.

Your statutory rights

Nothing on this page limits any right or remedy available to you under applicable consumer protection law, including the Ontario Consumer Protection Act, 2002, applicable United States state law, and the consumer protection law of your country of residence.