Refund Policy

Trocsell Refund Policy

1. Right of Withdrawal

In accordance with articles L.221-18 to L.221-28 of the Consumer Code, you have a right of withdrawal of 14 days after receipt of your order.

  • Exemptions: This right does not apply to personalized or perishable items.

2. Refund Process

To exercise your right of withdrawal or request a refund, please follow these steps:

  1. Inform Trocsell: We must be notified of your request within 14 days of receiving the item.
  2. Return of the Article: The purchaser must return the item in its original condition, unused, with all accessories, packaging and instructions.
  3. Evidence of Non-Conforming Item: If the item is damaged or not as described, the buyer must provide photos or videos as proof.
  4. Return of Fees: If the return is due to a conformity issue (defective or non-compliant item), the return shipping costs will be covered by Trocsell. If the return is made for any other reason, the costs are the responsibility of the buyer.

3. Types of Refund

  • Full refund: If the item is non-compliant or damaged in transit, you will receive a full refund.
  • Partial refund: If the item is returned, but shows signs of use or damage by the buyer, a partial refund may be given.
  • 14-day refund: Trocsell will process your refund request within 14 days of receiving the returned item.

4. Exceptions to the Refund Policy

  • Open sealed products: Opened electronics, software, or sealed products cannot be returned for a refund.
  • Personalized items: Items made to order or customized to the buyer's preferences are not eligible for a refund unless there is a manufacturing defect.

5. Refund for Late Delivery

If a product does not arrive within the expected time, Trocsell will contact the carrier to resolve the issue. If the package is lost, a full refund will be issued.

6. Legal Guarantee of Conformity

Trocsell complies with the legal guarantees stipulated in the Consumer Code (articles L.217-4 to L.217-14). In the event of non-conformity of the item, the buyer may request a repair, replacement, or refund, as the case may be.

7. Buyer Protection and Mediation

In the event of a dispute or refund request, if the seller does not respond to the request, Trocsell intervenes as a mediator to resolve the dispute.

  • Mediation in accordance with the law: According to articles L.612-1 et seq. of the Consumer Code, a third-party mediator may be appointed to handle the dispute.

How to Request a Refund?

  1. Contact our Customer Support via the "Contact" section on Trocsell.
  2. Provide the following information:
    • Order number
    • Photo or video of defective item (if applicable)
    • Proof of purchase (invoice or screenshot).