Refund policy

 

1. Introduction

Thank you for shopping at trostoo. We value your trust and want you to have a positive experience. Please read these policies carefully so you know your rights and obligations when shopping with us.

We recommend that before returning any product for exchange or refund, you first contact our Customer Service at suporte@trostoo.com to receive detailed instructions on how to proceed.

2. Returns Policy

2.1. Right to Cancel (Change of Mind)

If you purchased a product on trostoo’s website, received it in perfect condition, but decided you no longer want it, you have the right to cancel your order under UK law.

Cooling-Off Period

  • You have 14 days from the day after you (or someone you nominate) receive the goods to notify trostoo of your decision to cancel.
  • To request a cancellation, please contact us at suporte@trostoo.com or use the cancellation form available on our website (if provided).

Conditions for Cancellation

  • You must return the product(s) to the address indicated on the original invoice or as directed by our Customer Service.
  • The product(s) should be in their original packaging, including any manuals or documentation.
  • You must include proof of purchase (e.g., invoice or order confirmation).
  • The product(s) must show no signs of use beyond what is necessary to inspect and handle them as you would in a physical store.

Important: If the returned product does not meet these conditions, it may be rejected and returned to you.

Return Shipping Costs

If you are cancelling because you changed your mind (and the product is not faulty), you are responsible for the cost of returning the item to us. We recommend using a trackable shipping service and keeping your proof of postage.

Refunds

Refunds will be processed within 14 days of receiving the returned goods—or of receiving evidence that you have shipped them back—using the same payment method you used for the original purchase. If you paid by credit or debit card, it may take additional time for your bank or credit card company to process the refund on their end.

2.2. Returns and Exchanges for Clothing and Footwear

We strongly encourage you to check our sizing charts and product descriptions before making a purchase. According to UK law, you have the right to cancel and return items within 14 days if you simply change your mind. However, trostoo is not legally obligated to exchange your product for a different size or colour unless it is faulty or misdescribed.

  • If you wish to return an item because you chose the wrong size, this will be treated as a standard cancellation under the 14-day cooling-off period. You will receive a refund if the item is returned in its original, unused condition.
  • Exchanges (e.g., for a different size or colour) are handled as a separate transaction. You may return the original item for a refund (if within 14 days and in unused condition) and place a new order for the preferred size or colour.

3. Faulty or Defective Products

3.1. Faulty Product Assessment

Under the Consumer Rights Act 2015, products supplied by trostoo should be of satisfactory quality, fit for purpose, and as described.

  • You have a short-term right to reject the product within 30 days of receipt if it is faulty or not as described, and receive a full refund.
  • Alternatively, you can request a repair or replacement.
  • If a fault becomes apparent outside the 30-day window, but within a reasonable period, you may still be entitled to a repair or replacement. If a repair or replacement is not possible, you may be entitled to a full or partial refund.

How to Return a Faulty Item

  1. Contact our Customer Service at suporte@trostoo.com with a description of the defect or fault.
  2. Ship the product back to us (we will provide the address).
  3. Include proof of purchase and a brief explanation of how the defect arose, the frequency of use, etc.

Note: If, upon inspection, the item is found not to be faulty, or if the fault is due to misuse or accidental damage, the product will be returned to you, and no exchange or refund will be issued.

4. Inspection of Returned Products

When we receive returned products (either for cancellation or fault inspection), we will examine them to ensure they meet the above conditions:

  • No signs of use in the case of cancellations within the 14-day cooling-off period (except for normal handling/inspection).
  • Presence of a genuine manufacturing defect in the case of a faulty product claim.

If the inspection determines a valid basis for refund or exchange, we will proceed accordingly.

5. Automatic Order Cancellation by trostoo

We reserve the right to cancel orders in the following situations:

  • Payment issues: Inability to process payment on your credit/debit card.
  • Incomplete or inconsistent data: Errors in the personal or shipping information provided.
  • Out of stock: If the purchased product becomes unavailable and we are unable to fulfill your order.

Refunds in Case of Automatic Cancellation

If cancellation is due to lack of stock or inability to deliver to the provided address, trostoo will refund the amount paid using the same payment method, minus any applicable shipping fees if the issue was due to incorrect address details.

6. Final Considerations

trostoo may update or amend these policies at any time to reflect changes in the law or in our business practices. The most current version will always be available on our website.

If you have any questions about these policies or need further assistance, please contact us at suporte@trostoo.com.

We appreciate your business and are here to help make your shopping experience at trostoo smooth and satisfying. Thank you for choosing trostoo!