Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, undamaged, and in its original packaging, including all accessories, manuals, cables, and any included gifts. You’ll also need the receipt or proof of purchase.
To start a return or refund request, you must contact us first at hi@trozk.com with your order number and reason for return. If the return is related to a product issue, please include clear photos or a short video showing the problem so that we can review it more quickly.
If your return is accepted, we’ll provide detailed return instructions, including the appropriate warehouse address and other return details, before you send your package back.
Please note that we do not accept returns or refund requests without prior communication and approval from our customer support team. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at hi@trozk.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Return Shipping Costs
For non-quality-related returns, such as changing your mind, ordering the wrong item, or the product no longer being needed, customers are responsible for arranging and paying for the return shipping.
If the return is due to a confirmed product quality issue, damage during delivery, or if you received the wrong item, please contact us first and we will provide a suitable solution based on the situation.
After your return request is approved, please ship the product back and send us the return tracking number once it has been shipped. We recommend using a trackable shipping service, as we are not responsible for return packages that are lost in transit.
Exceptions / non-returnable items
We cannot accept returns or refunds in the following situations:
Items without a valid order number, receipt, or proof of purchase.
Items that have been used, damaged, or are not in their original condition for non-quality-related returns.
Items missing original packaging, accessories, manuals, cables, tags, or any included gifts.
Items damaged due to misuse, accidents, improper use, water damage, unauthorized repair, modification, or normal wear and tear.
Items returned without prior communication and approval from our customer support team.
Items purchased from unauthorized third-party sellers or platforms.
Items that are lost, stolen, or damaged after delivery due to reasons not caused by TROZK.
Gift cards are non-returnable. Sale items are only eligible for return, refund, or replacement if they arrive defective, damaged, or if the wrong item was received.
Exchanges
If you would like to exchange an item, please contact us first at hi@trozk.com. Once your return request is approved and the original item is received and inspected, we will help arrange an exchange, replacement, or refund depending on the situation.
European Union 14-day cooling-off period
Notwithstanding the above, if the merchandise is being shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your item must be in the same condition that you received it, unused, undamaged, and in its original packaging, including all accessories, manuals, cables, and any included gifts. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 14 business days have passed since we’ve approved your return, please contact us at hi@trozk.com.