Refund policy

Last updated: November 27, 2024

At TROO.®, we are committed to providing high-quality products and excellent customer service. If you are not entirely satisfied with your purchase, we are here to help. Please read our Return and Refund Policy carefully to understand your rights and our obligations under South African consumer protection laws, including the Consumer Protection Act (CPA).

1. Returns

1.1. Eligibility for Returns
You may return a product if:

It is unused, in its original condition, and in the original packaging.
It is returned within 14 days of receiving your order.
You have proof of purchase (e.g., invoice or order confirmation).

1.2. Non-Returnable Items
The following items cannot be returned:

Gift cards
Downloadable software or digital products
Items marked as "Final Sale" or "Non-Returnable"

1.3. Return Process
To initiate a return, please follow these steps:

Contact us at expert@troo.tech with your order number and reason for return.
Once your return is approved, we will provide instructions on how to return the item.
Ship the product back to our designated address at your own cost, unless the item was damaged, defective, or incorrect.

2. Refunds

2.1. Eligibility for Refunds
You are eligible for a refund if:

The returned product meets our return eligibility criteria.
The product is damaged, defective, or incorrect upon arrival.

2.2. Refund Process

Once we receive your return, we will inspect the item and notify you of the status of your refund.
If approved, your refund will be processed within 7–10 business days.
Refunds will be issued to your original payment method.

2.3. Partial Refunds
Partial refunds may be granted for items that:

Are not in their original condition or are damaged due to misuse.
Are returned after the 14-day return window but within 30 days of receipt.

3. Exchanges

If you wish to exchange an item, please contact us at expert@troo.tech. Exchanges are subject to stock availability. If the desired item is unavailable, we will process a refund instead.

4. Damaged or Defective Items

If you receive a damaged or defective item, please notify us within 7 days of delivery at expert@troo.tech with:

Your order number
Photos of the damaged or defective item

We will arrange for a replacement or a full refund, including return shipping costs.

5. Cancellation Policy

Orders can be canceled if they have not yet been shipped. To cancel an order, contact us immediately at expert@troo.tech with your order details.

6. Shipping Costs for Returns

Customer Responsibility: You are responsible for return shipping costs unless the item was damaged, defective, or incorrect.
Shipping Costs for Refunds: Shipping costs from the original order are non-refundable.

7. Contact Us

If you have any questions about our Return and Refund Policy, please contact us:

Email: expert@troo.tech
Durban Office: 8 Pine Industrial Park, 16 Pineside Road, New Germany, 3610, South Africa
Johannesburg Office: (WeWork) 1F, 173 Oxford Rd, Rosebank, Johannesburg, 2196, South Africa