info@troviica.shop

Return and Refund Policy

Effective Date: August 24, 2026

At troviica.shop, operated under the official business brand name Troviica, customer satisfaction and operational transparency are our core priorities. If you are not completely satisfied with your purchase, or if you received a damaged or defective item, we offer a straightforward return and refund process compliant with Google Merchant Center guidelines and statutory consumer rights across Germany.

Policy Overview and Country Coverage

This Return and Refund Policy applies to all orders placed on troviica.shop and delivered within Germany. All returns are processed consistently under the clear terms outlined on this page.

Return Window

Our standard return window is 28 days. You have 28 calendar days from the date your parcel is physically delivered to your shipping address to request a return and dispatch the item back to our fulfillment center.

Return Eligibility and Accepted Product Condition

We accept returns for both defective items and non defective items (including buyer remorse or change of mind). To qualify for a return approval, your purchase must satisfy the following conditions:

  • Product Condition: New Products Only. Items must be completely unused, unwashed, unaltered, and free from user damage or wear.
  • Packaging Requirement: Items must be returned inside their complete original factory packaging.
  • Tags and Accessories: All original brand tags, instruction manuals, accessories, guard pieces, and promotional inclusions must remain intact inside the parcel.
  • Proof of Purchase: A valid order receipt number or original store invoice must accompany your return submission.

Return Shipping Costs and Restocking Fees

We believe in total cost transparency for our customers. We do not charge hidden return fees or penalties:

  • Return Shipping Fee: Free Return Shipping ($0.00 USD). We provide a prepaid return shipping label for all approved return requests.
  • Restocking Fee: No Restocking Fee ($0.00 USD). Customers are never charged a restocking or repackaging fee for returned items.

Defective, Damaged, or Incorrect Items Received

If your package arrives damaged during transit, defective, or containing an incorrect item, please notify our support team within 48 hours of parcel delivery. Please follow these reporting steps:

  • Send an email to info@troviica.shop with your order number.
  • Attach clear digital photo evidence showing the package condition and specific product damage or defect.
  • Upon verification, our team will immediately issue a prepaid return label and process a full refund or dispatch a free product replacement.

Exchanges

We offer product exchanges for defective, damaged, or incorrectly shipped items. If you wish to exchange an item for a replacement unit, please contact info@troviica.shop. Replacement items will be shipped at zero additional cost once the returned package is received and inspected at our warehouse.

Return Request Process

To initiate a return by mail, please follow these simple steps:

  1. Contact Customer Support: Email info@troviica.shop or call +491783063061 with your order number and return reason.
  2. Receive Return Authorization: Our team will review your request within 24 to 48 business hours and issue a return authorization with a printable prepaid shipping label.
  3. Pack Your Return: Securely package the item inside its original box with all accessories and attach the prepaid label to the exterior package.
  4. Dispatch Package: Drop off the parcel at the designated carrier access point specified on your shipping label.

Inspection and Refund Processing Time

Once your returned package arrives at our physical facility, our quality control team will inspect the item within 2 business days to verify product condition and contents.

  • Refund Approval: Upon successful inspection approval, your refund will be initiated immediately.
  • Refund Method: Refunds are credited strictly back to the original payment method used during online checkout.
  • Processing Timeframe: Refunds take 3 to 7 business days to reflect in your account, depending on your payment provider or banking institution.

Non Refundable Items and Final Sale Exclusions

For safety and hygiene standards, certain items cannot be returned unless they arrive damaged or defective. Non returnable categories include opened consumable wood pellets, unsealed liquids, or custom modified equipment. Any non returnable items are clearly indicated on their specific product display page prior to purchase.

Contact Us

For return authorization requests, shipping questions, or policy clarification, please contact our support team using our official details below: