Trollo Gear: Return & Refund Policy

 

Effective Date: November 30, 2025

At Trollo Gear, we want you to be completely satisfied with your purchase. We stand behind the quality of our products and are here to help if something isn't right. This policy outlines the details for returns, refunds, and what to do if you encounter an issue with your order.

​​

1. Our 21-Day Return Policy

You have 21 days from the date your order is delivered to initiate a return for most items. To be eligible for a return, your item must be in the same condition that you received it:

• Unworn and unwashed.

• With all original tags and packaging intact.

• Free of any stains, makeup marks, odors, pet hair, or damage.

We reserve the right to refuse a return if the item does not meet these conditions upon inspection.

​​

2. How to Start a Return

Starting a return is simple. Please follow these steps:

1. Contact Us First: Email our customer support team at ContactUs@trollogear.com within the 21-day window.

2. Provide Your Details: In your email, please include your Order Number and a brief Reason for the Return (e.g., too small, didn't like the style, etc.).

3. Await Instructions: Our team will review your request and reply with return instructions and the shipping address. Please do not send items back without contacting us first, as they may be rejected.

​​

3. Refunds

Once we receive and inspect your returned item, we will send you an email to notify you of the approval or rejection of your refund.

• If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days.

• Please Note: Original shipping charges are non-refundable.

​​

4. Return Shipping Costs

Customers are responsible for paying for their own shipping costs for returning an item. Return shipping costs are non-refundable. We strongly recommend using a trackable shipping service or purchasing shipping insurance, as we cannot be held responsible for items that are lost or damaged in transit back to us.

​​

5. Damaged, Defective, or Incorrect Items

We carefully inspect all items before shipping, but mistakes can happen. If you received a damaged, defective, or incorrect item, please let us know immediately!

Contact us at ContactUs@trollogear.com within 21 days of delivery. Please include:

• Your Order Number.

• A clear photo of the damaged or incorrect item.

For our errors (defective or wrong item sent), we will cover the return shipping costs and will work with you to send a replacement or issue a full refund immediately.

​​

6. Non-Returnable Items (Exceptions)

For health, hygiene, and safety reasons, certain items are not eligible for return:

• Beauty & Cosmetics: Makeup, skincare, and beauty tools that have been opened, used, or are missing their original safety seal.

• Intimates & Swimwear: Lingerie, underwear, bodysuits, and swimwear if the hygiene liner is missing or has been removed.

• Final Sale Items: Items specifically marked as "Final Sale" or found in our "Clearance" section. (Note: Regular price items bought with a discount code are eligible for return).

• Custom Products: Any goods that were personalized or custom-made for you.

• Gift Cards.

​​

7. Exchanges

Due to high inventory turnover, we do not offer direct exchanges. The easiest and fastest way to ensure you get what you want is to return the item you have for a refund (following the process above) and make a separate purchase for the new item.

​

If you have any questions about our return policy, please don't hesitate to reach out. We appreciate your business and are committed to making your experience with Trollo Gear a great one.