At Trotte Service, we handle refund requests in a clear, fair and transparent manner.
Our aim is to offer you a satisfying shopping experience and to ensure that refunds are processed as quickly as possible.
01
Refund conditions
A refund may be granted in particular in the following situations:
30-day right of withdrawal
Trotte Service gives you 30 days from receipt to return a product in accordance with the conditions set out in our returns policy.
Commercial commitmentDefective or non-conforming product
Where the product delivered is damaged or does not match the order, our team reviews the situation and offers the appropriate solution: repair, replacement, return or refund.
Solution after inspectionOnly products returned complete, together with their accessories and documents, and in accordance with our returns policy may give rise to a refund, except in the event of a defect or non-conformity.
02
Refund terms
Refund method
Same payment method
The refund is issued using the same payment method as the one used for the order. For a bank transfer, you may be asked for the necessary bank details.
Processing time
7
working days
After the returned product has been received and checked.
Bank processing time
3–10
working days depending on the bank
Additional time may be required before the credit appears on your account.
Coverage of return shipping costs:
| Reason for the return | Return shipping costs |
|---|---|
| Defective or damaged product, or delivery error | Covered by Trotte Service |
| Withdrawal or return for personal convenience | Covered by Trotte Service |
03
Situations that may exclude a refund
A refund may be refused in the following situations:
The product is returned incomplete, damaged or used beyond what is necessary to inspect it.
The item is a product excluded from the right of return, in particular a personalised item or one made to the customer's specifications, where the exclusion applies.
The return is made after the 30-day period has expired.
The product was returned without first contacting our customer service.
Any return that does not comply with these conditions may be refused or sent back to the customer, after review of the case.
04
Refund procedure
The refund procedure takes place in three steps:
1
Submit a request
Contact our customer service at [email protected] and specify:
• your order number
• the reason for the request
• photos of the product, where useful
• your order number
• the reason for the request
• photos of the product, where useful
2
Return the product
Once your request has been approved, you will receive the necessary return instructions. A return label is provided in the parcel.
⏱ Please observe the deadline stated in the return instructions.
3
Inspection and refund
On receipt, the product is checked by our team. Where the conditions are met, the refund is processed within an indicative period of 7 working days. The credit may take a further 3 to 10 working days to appear on your account, depending on your bank.
05
Contact
Trotte Service – Customer service
Our team remains at your disposal