Returns & Exchanges

Our policy

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.

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.

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.

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. Purchases made during the seasonal sale are not refundable.

To arrange a colour exchange, email trochi@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, ON L4B 1B4, Canada

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.