AGB
Last updated: September 16, 2026
Welcome to TROCHI. These Terms of Service (the “Terms”) govern your access to and use of www.trochi.com and any related content, features, products, and services offered by TROCHI (collectively, the “Services”). Throughout these Terms, “TROCHI,” “we,” “us,” and “our” refer to TROCHI, and “you” refers to any person who accesses or uses the Services.
Our online store is hosted by Shopify, which provides the ecommerce platform that enables us to offer the Services to you. By visiting our website, creating an account, placing an order, or otherwise using the Services, you agree to these Terms and to the policies referenced in them. If you do not agree, please do not use the Services.
If there is any conflict between these Terms and our Refund Policy, the Refund Policy controls on returns, refunds, and cancellations.
1. Eligibility and accounts
You must be at least the age of majority in your province, state, or country of residence to place an order, or have the permission and supervision of a parent or legal guardian. You agree to provide current, complete, and accurate information when creating an account or placing an order.
You are responsible for maintaining the confidentiality of your account credentials and for activity conducted through your account. Please notify us promptly if you believe your account has been accessed without authorization. We may suspend or terminate an account where reasonably necessary to protect you, TROCHI, or other users, or where these Terms have been violated.
2. Products and product information
We make reasonable efforts to describe and display our products accurately. Colours and other visual details may appear differently depending on your screen, device, lighting, or product batch. Measurements and weights are approximate unless expressly stated otherwise. Airlines set their own baggage size and weight requirements, which may change; you are responsible for confirming the requirements of your airline before travelling.
Product availability is not guaranteed. We may change or discontinue products, designs, specifications, prices, or promotions at any time, subject to applicable law. If an item in your order becomes unavailable, we may cancel that item and notify you. If it is the only item in your order, we may cancel the order.
3. Prices, currencies, and taxes
Prices are shown in the currency selected or displayed on the website and may change without notice. The currency and total shown at checkout control your transaction. Applicable taxes, duties, and shipping charges, if any, are calculated and displayed at checkout before you submit your order.
For deliveries outside Canada, import duties, taxes, and customs clearance charges may be payable on arrival and are not included in the price unless the checkout expressly states that they are. Those charges are set by the destination country and are your responsibility.
We try to ensure that pricing and product information are accurate. If a product is listed at an incorrect price or with materially incorrect information, we may refuse or cancel the affected order and notify you. If the correct price is lower, we may charge the lower price. If the correct price is higher, we will cancel the affected item or order and give you the opportunity to purchase it at the correct price.
4. Orders and payment
Your submission of an order is an offer to purchase. An order confirmation acknowledges that we received your order but does not necessarily mean that we have accepted it. We may accept, refuse, limit, or cancel an order for legitimate reasons, including suspected fraud, payment issues, inventory limitations, incorrect pricing or product information, resale activity, or shipping restrictions. If we cancel an order after payment has been collected, we will refund the amount paid for the cancelled portion.
You authorize us and our payment providers to charge the payment method selected at checkout for the order total. You represent that you are authorized to use that payment method and that the billing information you provide is accurate. Payment processing is provided by third parties and may be subject to their terms and privacy notices.
We reserve the right to limit quantities purchased per person, household, account, payment method, or order where reasonably necessary.
5. Shipping and delivery
The destinations we deliver to are those available at checkout. Orders are generally processed within 1–2 business days, subject to inventory, payment verification, holidays, promotions, pre-orders, and other operational conditions. Processing estimates do not include transit time and are not guaranteed delivery dates.
Shipping is free on eligible orders delivered within the United States and Canada with a merchandise total of US$200 or more, subject to the currency, destination, and conditions shown at checkout. Shipping charges for orders below that threshold, and for all other destinations, are calculated at checkout. We select the carrier and shipping method based on the delivery destination and available services. A signature may be required.
Unless a longer period is agreed at checkout, we will deliver your order without undue delay and in any event within 30 days of order acceptance. If we cannot meet that period, we will contact you; you may then agree a new delivery period with us or cancel the order for a full refund.
Once an order has been processed or shipped, we may be unable to change the items, shipping address, or shipping method. Carrier delays, severe weather, customs processing, incorrect delivery details, and other circumstances outside our reasonable control may affect delivery. Nothing in these Terms limits any delivery-related rights or remedies that cannot lawfully be excluded.
Risk of loss or damage passes to you when you, or a person you designate other than the carrier, takes physical possession of the goods. Tracking information will be sent when available. Please review our Ordering & Shipping page for additional information.
6. Pre-orders and backorders
Some products are offered on a pre-order or backorder basis and are clearly identified as such on the product page and at checkout. These items are not in stock at the time you order.
Payment for a pre-order is taken when you place the order. The item ships on or around the estimate shown on the product page or in your order communications. Those dates are estimates and may change.
You may cancel a pre-order or backorder at any time before it ships, for any reason, by contacting us. We will refund the amount paid for the cancelled item in full to the original payment method. If a material delay or availability problem arises, we will contact you with an update and you may either agree a new date or cancel for a full refund.
7. Order changes and cancellations
If you need to change or cancel an order, contact us as soon as possible. We will try to help, but we cannot guarantee changes or cancellations after an order has been submitted, processed, or shipped. If the order has already shipped, any eligible return will be handled under section 8.
8. Returns, exchanges, and refunds
8.1 Change-of-mind purchases
Except where section 8.2 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 states the external dimensions, the empty weight, the shell material, and the colours actually in stock, so that you can confirm suitability before ordering.
8.2 Right of withdrawal for customers in the European Union, the EEA, and the United Kingdom
If you are a consumer resident in the European Union, the European Economic Area, or the United Kingdom, you have a statutory right to withdraw from a distance purchase within 14 days without giving any reason. This right applies in addition to, and is not limited by, section 8.1.
The withdrawal period expires 14 days after the day on which you, or a third party you designate other than the carrier, acquires physical possession of the goods. Where an order is delivered in more than one shipment, the period runs from the day the last item is received.
To exercise the right, tell us of your decision to withdraw by a clear statement before the period expires, using our contact form or the contact details in section 21. You may use the model withdrawal form set out at the end of this section, but you are not required to.
If you withdraw, we will reimburse all payments received from you, including the cost of standard outbound delivery. Where you chose a delivery method more expensive than our cheapest standard option, we will not reimburse the difference. We will make the reimbursement without undue delay and no later than 14 days after the day we are informed of your decision, using the same means of payment you used for the transaction unless you expressly agree otherwise. You will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent them back, whichever is earlier.
You must send the goods back without undue delay and in any event no later than 14 days after telling us of your withdrawal. You bear the direct cost of returning the goods. You are liable only for any diminished value of the goods resulting from handling them beyond what is necessary to establish their nature, characteristics, and functioning.
Model withdrawal form — complete and return this form only if you wish to withdraw from the contract:
To TROCHI, 1271 Denison Street, Markham, Ontario L3R 4B5, Canada, terryj@trochi.com: I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods: ____________. Ordered on / received on: ____________. Name of consumer(s): ____________. Address of consumer(s): ____________. Signature of consumer(s) (only if this form is notified on paper): ____________. Date: ____________.
8.3 Damaged, defective, or incorrect items
If an item arrives damaged, defective, or different from what you ordered, contact us promptly and before returning it so that we can provide instructions and, where applicable, authorize the return. Include your order number, a description of the issue, and clear photographs of the item and its packaging. Items returned without prior authorization may not be processed.
Approved remedies for damaged, defective, or incorrect items are provided at no cost to you. Depending on the circumstances and applicable law, an eligible issue may be resolved through repair, replacement, or refund. Any approved refund is issued to the original payment method; processing by your bank or card issuer may take additional time.
If the damage occurred in an airline's care, file a claim with the airline first, at the airport where possible, and then contact us with the claim reference and photographs. See Product Repair & Replacement.
8.4 Seasonal 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.
8.5 Manufacturing defects
Defects in materials or workmanship are handled under the limited warranty in section 9 rather than as returns.
8.6 Your statutory rights
Our full procedures are set out in our Refund Policy and on our Returns & Exchanges page. Nothing in this section 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.
9. Limited warranty
Qualifying TROCHI luggage is covered by our published 10-year limited warranty against manufacturing defects in materials and workmanship for the original purchaser or gift recipient, subject to proof of purchase and the exclusions stated in the warranty. The warranty does not cover misuse, neglect, accidents, abrasions, normal wear and tear, airline or other transit damage, extreme temperatures, or exposure to solvents, acids, or water.
Warranty service may involve repair or replacement at TROCHI’s discretion. Shipping, handling, and service charges may apply as described in our warranty and repair information. Please review our Warranty & Care and Product Repair & Replacement pages before submitting a claim. The limited warranty is in addition to any mandatory rights you may have under applicable law, including the legal guarantee of conformity available to consumers in the European Union, the EEA, and the United Kingdom.
10. Acceptable use
You may use the Services only for lawful personal or commercial shopping purposes. You must not:
- use the Services in violation of any law or third-party right;
- submit false, misleading, fraudulent, or unauthorized information;
- interfere with the security, availability, or operation of the Services;
- introduce malicious code, scrape the Services in a manner that burdens our systems, or attempt unauthorized access;
- impersonate another person or misrepresent your affiliation; or
- use our content, trademarks, product images, or designs without authorization except as permitted by law.
We may restrict access or cancel affected orders when we reasonably believe these requirements have been violated.
11. Intellectual property
The Services and their content, including the TROCHI name and logos, product names and designs, photographs, graphics, text, video, audio, and website layout, are owned by or licensed to TROCHI and are protected by applicable intellectual property laws. Artwork created by collaborating artists remains the property of its respective owner and is used under licence. We grant you a limited, revocable, non-exclusive, non-transferable licence to access and use the Services for their intended purpose. No other rights are granted.
12. Reviews, feedback, and other submissions
If you submit a review, photograph, comment, suggestion, or other content to us, you represent that you have the right to provide it and that it is accurate, lawful, and does not infringe another person’s rights. You grant TROCHI a non-exclusive, worldwide, royalty-free licence to use, reproduce, adapt, publish, translate, and display that content for operating, improving, and promoting the Services, subject to our Privacy Policy and applicable law.
We publish customer reviews only where they have been genuinely submitted by customers. We may moderate or remove submitted content that violates these Terms, but we are not required to monitor all user submissions. We are not responsible for opinions expressed by other users.
13. Third-party services and links
The Services may contain tools, integrations, payment services, social features, or links provided by third parties. We do not control and are not responsible for third-party websites, services, content, or privacy practices. Your use of a third-party service may be governed by that party’s own terms.
14. Privacy
Our collection, use, and disclosure of personal information are described in our Privacy Policy. By using the Services, you acknowledge that information may be processed by Shopify and other service providers as described in that policy.
15. Disclaimer of warranties
Except for any express product warranty and any warranty or condition that cannot lawfully be excluded, the Services are provided on an “as available” basis. We do not guarantee that the website will always be uninterrupted, secure, error-free, or that every description, image, or other item of content will be completely accurate or current.
Nothing in these Terms excludes, restricts, or modifies any statutory warranty, condition, right, or remedy that cannot legally be excluded, restricted, or modified.
16. Limitation of liability
To the maximum extent permitted by law, TROCHI and its directors, officers, employees, affiliates, agents, contractors, suppliers, service providers, and licensors will not be liable for indirect, incidental, special, punitive, or consequential loss arising from your use of the Services or a product, including lost profits, lost revenue, lost savings, or lost data.
Where liability cannot be excluded but may be limited, our aggregate liability relating to a claim will not exceed the amount you paid to TROCHI for the product or order giving rise to that claim. These limitations do not apply to liability that cannot be excluded or limited under applicable law, including any mandatory consumer protection rights, and do not apply to death or personal injury caused by negligence, or to fraud.
17. Indemnity
To the extent permitted by law, you agree to indemnify and hold harmless TROCHI and its affiliates, personnel, and service providers from third-party claims, losses, liabilities, and reasonable costs arising from your unlawful use of the Services, your violation of these Terms, or your infringement of another person’s rights. This section does not apply to you where you are acting as a consumer.
18. Governing law and disputes
These Terms are governed by the laws of the Province of Ontario and the federal laws of Canada applicable there, without regard to conflict-of-law principles. The courts located in Ontario will have jurisdiction over disputes.
If you are a consumer, this section does not deprive you of the protection of the mandatory consumer protection rules of the country in which you are habitually resident, and you may bring proceedings in the courts of that country. Consumers resident in the European Union may also use the European Commission’s online dispute resolution platform.
19. Changes to the Services or these Terms
We may update the Services and these Terms from time to time for operational, legal, or regulatory reasons. The revised Terms will be posted on this page with a new “Last updated” date. Changes apply prospectively from the date they are posted unless applicable law requires otherwise. The Terms that apply to an order are the Terms in effect when the order is placed. Your continued use of the Services after an update constitutes acceptance of the revised Terms.
20. General terms
If any provision of these Terms is found unenforceable, the remaining provisions will continue in effect. Our failure to enforce a provision is not a waiver of that provision. These Terms, together with the policies and order details referenced in them, constitute the agreement between you and TROCHI regarding the Services and replace prior understandings on the same subject.
21. Contact us
Questions about these Terms, and notices of withdrawal under section 8.2, may be sent to:
TROCHI
Email: terryj@trochi.com
Telephone: +1 905-534-7008
Registered address: 1271 Denison Street, Markham, Ontario L3R 4B5, Canada
Authorized returns and exchanges are shipped to the return address we give you when we authorize the return. Please do not send items to the registered address above without authorization.