Effective Date: October 30, 2026
Welcome to the official Refund and Returns Policy for www.troikaonlineshop.com, operated by TROIKA Onlineshop GmbH. This policy is designed to deliver a fair, transparent, and consistent experience for every customer browsing and purchasing our curated collection of compact, durable travel smalls. Our core mission is to make every journey smooth, organized and completely hassle-free, and this policy ensures clear, easy-to-follow rules for all post-purchase requests, with an explicit priority that pure “refund only” requests without product return are not permitted under any circumstances, unless required by mandatory German consumer protection law.
1. Eligibility for Returns
All our return rules strictly align with the information published on our platform, to guarantee fairness for both our customers and our business operations:
- You may submit a return application within 30 calendar days from the date you receive your travel essentials order.
- All items being returned must be completely unused, unwashed, undamaged, and kept in their original, intact packaging, with all attached labels, tags and product accessories fully intact. Items that show signs of use, such as scratch marks, dirt stains, or modified structures, are not eligible for return, as they can no longer be resold as brand-new travel gear for other adventurers.
- Every item in our collections has been road-tested to work for all kinds of travel styles and destinations. If you find the purchased travel smalls do not fit your travel needs that meet the product description, you qualify to submit an eligible return.
2. Explicit Rule: No “Refund Only” Requests Allowed
We emphasize this core provision with absolute clarity: We do not accept any “refund only” request where you retain full ownership of the ordered products without physically returning the items to our designated warehouse.
This rule applies to all normal consumer purchase scenarios, including but not limited to circumstances where you change your mind about the style of your selected trip essentials, find the item does not match your personal travel habit after unboxing, or no longer need the gear before your planned departure. A full monetary refund will never be issued until our quality control team completes a full inspection to confirm your returned item meets all return eligibility requirements and no damage or missing components are found. The only exception to this rule applies to circumstances where products are confirmed to have unavoidable, serious manufacturing defects that make return physically impossible for you, and we have issued a formal written approval for your special request in advance.
3. Step-by-Step Return Process
To make your return experience as smooth as possible, we have designed a simple, clear process:
- Submit your application first: Before sending any items back, contact our customer support team via the official email zippo@troikaonlineshop.com to submit your return request. Provide your order number, the name of the travel smalls you intend to return, and a brief explanation for your return, to get a unique return authorization number and our designated warehouse address. Our support team will respond to your inquiry within 24 working hours.
- Ship the product back: Pack the item securely to avoid shipping damage, write the assigned return authorization number clearly on the outside of the shipping parcel, and send it back to our warehouse at TROIKA Onlineshop GmbH, Nisterfeld 11, 57629 Müschenbach, Germany. You will need to cover the return shipping cost, unless we confirm the return request is caused by our shipping error or confirmed product quality defect.
- Complete inspection and process your request: After we receive your parcel, our quality control team will inspect the returned item within 3 working days. Once we confirm the item meets all our eligible return standards, you can select one of the two available options: a full exchange for another travel small that fits your needs, or a full refund that will be sent back to your original payment account within 7 working days.
4. Contact Information
If you have any questions, concerns, or need clarification on any clause in this policy, please feel free to reach out to our support team any time:
TROIKA Onlineshop GmbH
- Address: Nisterfeld 11, 57629 Müschenbach, Germany
- Contact Email: zippo@troikaonlineshop.com
- Contact Phone: +49 2662 7779
Our team will assist you with all post-purchase inquiries about your selected travel essentials, to help you find the perfect gear for your next adventure.