Return Policy

Last Updated: January 2024

1. Introduction

At Trozeloneth, we are committed to your satisfaction with our products. This Return Policy outlines the terms and conditions for returning products purchased from our website at trozeloneth.ddd. We strive to make the return process as simple and transparent as possible while complying with applicable consumer protection laws, including EU consumer rights directives.

2. Your Right to Return

2.1 EU Consumer Right of Withdrawal

If you are a consumer located in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason, in accordance with the EU Consumer Rights Directive. The withdrawal period expires 14 days from the day on which you or a third party indicated by you (other than the carrier) acquires physical possession of the goods.

2.2 Extended Return Period

In addition to your statutory rights, we offer an extended return period of 30 days from the date of delivery for most products. This means you have 30 days to decide if you are satisfied with your purchase.

2.3 Conditions for Returns

To be eligible for a return, products must meet the following conditions:

• The product must be unused and in the same condition as when you received it
• The product must be in its original packaging with all labels, seals, and tags intact
• For hygiene and health protection reasons, sealed products (such as dietary supplements) must remain unopened
• You must provide proof of purchase (order confirmation, receipt, or invoice)
• The return must be initiated within the applicable return period

3. Non-Returnable Items

For health, safety, and hygiene reasons, the following items cannot be returned once opened or used:

• Dietary supplements with broken seals or opened packaging
• Products that have been used, consumed, or partially consumed
• Products without original packaging or with damaged packaging due to customer handling
• Personalized or custom-made products
• Products marked as final sale or non-returnable at the time of purchase
• Gift cards or promotional items

4. How to Initiate a Return

4.1 Contact Us

To initiate a return, please contact our customer service team:

Email: message@trozeloneth.world

Phone: +46 8 734 00 00

Business Hours: Monday to Friday, 9:00 AM to 5:00 PM (Swedish time)

4.2 Required Information

When contacting us about a return, please provide:

• Your order number
• The name of the product(s) you wish to return
• The reason for the return
• Your preferred resolution (refund or exchange)
• Photos of the product and packaging (if applicable)

4.3 Return Authorization

Once we receive your return request, we will review it and send you a Return Authorization (RA) number along with instructions for returning the product. Please do not send products back without first obtaining an RA number, as unauthorized returns may not be processed.

5. Return Shipping

5.1 Return Shipping Costs

Return shipping costs depend on the reason for the return:

• Change of Mind: If you are returning a product because you changed your mind or are not satisfied, you are responsible for the cost of return shipping
• Defective or Incorrect Product: If the product is defective, damaged, or we sent you the wrong item, we will cover the return shipping costs
• EU Right of Withdrawal: If you are exercising your EU statutory right of withdrawal within 14 days, you are responsible for the direct cost of returning the goods unless we agreed to bear this cost

5.2 Return Shipping Instructions

When returning a product:

• Pack the product securely in its original packaging
• Include the RA number on the outside of the package
• Include a copy of your order confirmation or invoice inside the package
• Use a trackable shipping method and retain your shipping receipt
• Ship the product to the return address provided in your RA confirmation

5.3 Return Address

The return address will be provided in your Return Authorization confirmation. Do not send returns to our business address unless specifically instructed to do so.

6. Refunds

6.1 Refund Processing Time

Once we receive your returned product, we will inspect it to ensure it meets our return conditions. If approved, we will process your refund within:

• 5-7 business days for returns within the EU
• 7-10 business days for international returns

You will receive an email confirmation once your refund has been processed.

6.2 Refund Method

Refunds will be issued to the original payment method used for the purchase. Depending on your payment provider, it may take an additional 5-10 business days for the refund to appear in your account.

6.3 Refund Amount

The refund amount will include:

• The full purchase price of the returned product(s)
• Original standard shipping costs (if you exercised your EU right of withdrawal within 14 days)

The refund will not include:

• Return shipping costs (unless the product was defective or incorrect)
• Any premium or expedited shipping costs you chose at checkout
• Costs incurred due to your choice of delivery method other than the least expensive standard delivery

6.4 Partial Refunds

In some cases, only partial refunds may be granted:

• Products with obvious signs of use or damage not caused during shipping
• Products returned more than 30 days after delivery (but within any applicable statutory period)
• Products returned without original packaging or with incomplete components
• Products that do not meet the return conditions outlined in this policy

6.5 Refund Delays

If you have not received your refund within the expected timeframe:

• Check your bank account or credit card statement again
• Contact your payment provider, as processing times vary
• Contact us at message@trozeloneth.world with your order number and return details

7. Exchanges

7.1 Exchange Policy

We accept exchanges for the same product in different quantities or for a different product of equal or greater value. If you wish to exchange a product:

• Contact us to initiate an exchange request
• Return the original product following our return procedures
• Once we receive and inspect the returned product, we will ship the replacement
• If the replacement product costs more, you will be charged the difference
• If the replacement product costs less, we will refund the difference

7.2 Exchange Shipping

For exchanges, you are responsible for return shipping costs unless the product was defective or incorrect. We will cover the shipping cost for sending you the replacement product.

8. Defective or Damaged Products

8.1 Reporting Defects or Damage

If you receive a defective or damaged product, please contact us immediately (within 48 hours of delivery) with:

• Your order number
• A description of the defect or damage
• Clear photos showing the defect or damage
• Photos of the product packaging

8.2 Resolution Options

For defective or damaged products, we will offer one of the following resolutions:

• Full refund including original shipping costs
• Free replacement product with expedited shipping
• Partial refund if you wish to keep the product despite the defect

8.3 No Return Required

In some cases of minor defects or damage, we may offer a resolution without requiring you to return the product. This will be determined on a case-by-case basis.

9. Wrong or Missing Items

9.1 Incorrect Orders

If you receive the wrong product or an incorrect quantity, please contact us within 48 hours of delivery. We will arrange for the correct product to be sent to you at no additional cost and provide a prepaid return label for the incorrect item.

9.2 Missing Items

If items are missing from your order, please contact us within 48 hours of delivery. We will investigate the issue and either send the missing items or issue a refund for the missing products.

10. Late or Lost Shipments

10.1 Delayed Deliveries

If your order has not arrived within the estimated delivery timeframe:

• Check the tracking information provided in your shipping confirmation email
• Contact the shipping carrier for updates
• Contact us if the package is significantly delayed

10.2 Lost Packages

If your package is confirmed lost by the shipping carrier, we will:

• Issue a full refund, or
• Send a replacement product at no additional cost

11. Cancellations

11.1 Order Cancellation

You may cancel your order before it has been shipped by contacting us immediately. If your order has already been shipped, you cannot cancel it, but you may return it once received in accordance with this Return Policy.

11.2 Cancellation Refunds

If you successfully cancel your order before shipment, you will receive a full refund within 5-7 business days.

12. Consumer Rights

12.1 Statutory Rights

This Return Policy does not affect your statutory rights as a consumer under applicable consumer protection laws. In the European Union, you have the right to:

• Withdraw from your purchase within 14 days without giving a reason
• Receive a full refund including standard delivery costs
• Receive products that conform to the contract and are of satisfactory quality
• Remedies for defective products, including repair, replacement, price reduction, or refund

12.2 Legal Guarantee

Under EU law, we provide a legal guarantee (warranty) for all products sold. If a product is defective or does not conform to the contract within 2 years of delivery (or longer if required by national law), you are entitled to remedies including repair, replacement, price reduction, or contract termination with a refund.

12.3 Burden of Proof

For defects that appear within 6 months of delivery, it is presumed that the defect existed at the time of delivery, and we must prove otherwise. After 6 months, you may need to provide evidence that the defect existed at the time of delivery.

13. Special Circumstances

13.1 Allergic Reactions

If you experience an allergic reaction or adverse effect from our products, please discontinue use immediately and consult a healthcare professional. Contact us with details of the reaction, and we will work with you to resolve the issue, which may include a full refund.

13.2 Quality Concerns

If you have concerns about the quality or safety of a product, please contact us immediately. We take quality and safety very seriously and will investigate all concerns thoroughly.

14. International Returns

14.1 International Customers

If you are located outside the European Union, different return terms may apply based on your country's consumer protection laws. Please contact us for specific information about international returns.

14.2 Customs and Duties

For international returns, you are responsible for any customs duties, taxes, or fees incurred during the return process. We cannot refund customs charges paid on the original shipment.

15. Contact Information

If you have any questions about our Return Policy or need assistance with a return, please contact us:

Trozeloneth

Address: Råsundavägen 2, 169 67 Solna, Sweden

Email: message@trozeloneth.world

Phone: +46 8 734 00 00

Business Hours: Monday to Friday, 9:00 AM to 5:00 PM (Swedish time)

16. Dispute Resolution

16.1 Customer Service

We are committed to resolving any issues or disputes amicably. If you are not satisfied with a return or refund decision, please contact our customer service team to discuss the matter further.

16.2 Alternative Dispute Resolution

If you are a consumer in the European Union and we cannot resolve your complaint, you may use the European Commission's Online Dispute Resolution (ODR) platform at: https://ec.europa.eu/consumers/odr/

16.3 Consumer Protection Authorities

You also have the right to lodge a complaint with your local consumer protection authority or the Swedish Consumer Agency (Konsumentverket):

Website: www.konsumentverket.se

Phone: +46 8 429 05 00

17. Changes to This Return Policy

We reserve the right to update or modify this Return Policy at any time. Changes will be effective immediately upon posting on our website with a new "Last Updated" date. Your continued use of our website after changes are posted constitutes your acceptance of the updated Return Policy. Material changes will be communicated via email to customers who have made purchases.

18. Model Withdrawal Form

If you wish to exercise your right of withdrawal under EU consumer law, you may use the following model form (though this is not mandatory):

19. Additional Terms

19.1 Inspection Upon Delivery

We recommend inspecting your order immediately upon delivery. If you notice any damage to the packaging or products, please note it on the delivery receipt and contact us within 48 hours.

19.2 Return Tracking

We strongly recommend using a trackable shipping method when returning products. We are not responsible for returns that are lost or damaged in transit if you cannot provide proof of shipment.

19.3 Restocking Fees

We do not charge restocking fees for returns that meet our return conditions. However, if a product is returned in unsatisfactory condition, we reserve the right to deduct a reasonable amount from your refund to account for the diminished value.

This Return Policy is effective as of the date stated above and applies to all purchases made through our website.