返金ポリシー

This Return & Refund Policy applies to purchases from Trolle Company A/S through trolleprojects.com. The statutory withdrawal right and voluntary 30-day return period described below apply to consumer purchases. Business purchases are subject to the return terms agreed for the order.

Requesting a return

To start a return, use the return service available for your order or email shop@trollecompany.com with your order number and the products you wish to return. Where available, you can find the return option in your customer account.

Follow the return instructions we provide so that your parcel reaches the correct destination. You do not need our approval to exercise your statutory right of withdrawal, and waiting for instructions does not extend the deadlines below.

Statutory 14-day right of withdrawal

Consumers purchasing online generally have a statutory right to withdraw from the purchase within 14 days without giving a reason.

The withdrawal period expires 14 days after the day on which you, or a third party designated by you other than the carrier, receives the products. If products from the same order are delivered separately, the period generally begins when the final product is received.

To exercise this right, notify us before the deadline through the return service, by emailing shop@trollecompany.com, or by sending another clear statement that you wish to withdraw. You may also use the optional form below.

Simply refusing delivery or failing to collect a parcel is not sufficient notice. After notifying us, send or deliver the products without undue delay and no later than 14 days after you gave notice.

Our voluntary 30-day return period

In addition to the statutory withdrawal right, we offer consumers a voluntary return period of 30 days from delivery. Notify us within that period as described above, then send or deliver the products within 14 days of your request unless we agree otherwise.

For returns requested after the statutory 14-day period, products must be unused, undamaged, clean and suitable for resale, with their original packaging, labels, accessories, components, manuals, protective bags and other included items. Clothing may be tried on but must not have been worn. Security tags, protective films and seals must remain attached where applicable. Please include proof of purchase.

Helmets and other safety equipment must not have been used, ridden in, dropped, involved in an impact or otherwise damaged.

Our voluntary return period does not replace or restrict your statutory rights.

Product condition during the statutory withdrawal period

During the statutory withdrawal period, you may inspect a product as you reasonably would in a physical shop. You are responsible for any reduction in value caused by handling beyond what is necessary to establish its nature, characteristics and functioning. A corresponding lawful deduction may be made from your refund.

For safety reasons, a riding helmet should only be tried on to assess its size and fit. It should not be used for riding or exposed to an impact.

Original packaging is not an absolute requirement for exercising the statutory withdrawal right. However, missing or damaged packaging may reduce the product’s value, particularly where it forms an important part of the product.

Products excluded from returns

The statutory withdrawal right does not apply to products made to your individual specifications or clearly personalised, such as a custom-made helmet or a product with personalised embroidery, engraving or printing. The exception does not apply merely because a standard colour, size or option is selected, or because a product is ordered in for you.

Once production or personalisation of a genuinely customised order has started, it cannot normally be cancelled. Contact shop@trollecompany.com before ordering if you are unsure whether a product is customised.

Other statutory exceptions may apply, including sealed products that cannot be returned for health or hygiene reasons after the seal is broken, and digital content where supply has begun with your express consent and acknowledgement that you lose the withdrawal right.

Our voluntary return period does not cover personalised or made-to-order products, gift cards or store credit, used or incomplete products, opened sealed hygiene products, or products marked as final sale where permitted by law. It does not cover helmets or safety equipment that have been used or exposed to an impact.

These exceptions do not affect your rights if a product is defective, damaged on delivery, incorrectly supplied or does not match your order. They do not restrict any mandatory statutory rights.

Packing and sending your return

You pay the return shipping costs unless we have agreed to cover them or the return concerns an accepted claim for a defective, damaged or incorrectly supplied product.

If we offer a prepaid return label, we will confirm its price before you agree to use it. If you use our label, the agreed charge will be deducted from your refund.

Pack the products securely and, where reasonably possible, use their original protective packaging. Include the accessories, components, labels, manuals, protective bags and other items supplied with the product. Cover or remove old shipping labels and barcodes if you reuse a box.

Keep your receipt and tracking information until the return and refund are complete. You remain responsible for the return shipment until it reaches us, except where applicable law provides otherwise. If no prepaid label is available, arrange return shipping yourself. We recommend a tracked service and insurance appropriate to the product’s value.

Unless our return instructions give another address, send returns to:

Trolle Company A/S
Att: Returns
Gydevang 17
DK-3450 Allerød
Denmark

Refunds

We inspect returned products and process refunds as soon as possible.

For a valid statutory withdrawal, we refund the relevant payments without undue delay and no later than 14 days after receiving your notice. We may withhold the refund until we have received the products or evidence that you sent them, whichever happens first.

If you withdraw from the entire order within the statutory period, we also refund the cost of the least expensive standard delivery method offered for that order. Additional costs for a more expensive method, such as express delivery, are not refunded.

If you return part of an order, the original delivery charge is not normally refunded unless it would have been lower had you originally ordered only the products you keep. For returns under our voluntary return period after the statutory period, we refund the returned products’ purchase price; original delivery charges are not refunded unless we agree otherwise.

Any agreed return-label charge and any lawful deduction for diminished value are deducted from the refund.

Refunds are made to the original payment method unless we agree otherwise. Your bank or payment provider may need additional time to show the refund. Gift cards, store credit and discounts are restored or adjusted according to the conditions that applied to the order.

Free gifts and promotions

If you received a free gift with your purchase and return one or more items so that your order no longer qualifies for the gift, please return the gift as well. If you keep the gift, its value will be deducted from your refund.

If a return affects a discount, bundle price, free delivery or another promotion, any adjustment follows the terms clearly stated for the original offer and applicable law. This does not restrict your mandatory statutory rights.

Exchanges and showroom returns

If you want a different size, colour or product, place a new order and return the original product as described above. If an exchange option is available for your order, it will be shown during the return process.

Online purchases may also be returned or exchanged at our showroom at the address above. Bring the product, its packaging and included accessories, and your order confirmation or another proof of purchase. The same return conditions and deadlines apply.

Refunds for online orders are made to the original payment method and are not normally paid in cash at the showroom. This service does not restrict your statutory rights.

Refused or uncollected parcels

Refusing a parcel or failing to collect it does not, by itself, notify us that you wish to withdraw. Please notify us clearly as described above.

If a parcel is returned because it was refused, uncollected or addressed incorrectly using the information you supplied, we may deduct the actual direct return transportation, customs or address-correction costs where permitted by law. This does not apply where the problem was caused by us, the carrier or another error for which we are responsible, and it does not restrict your statutory refund rights.

Damaged, defective or incorrect products

If you receive a damaged, defective or incorrect product, use the complaint service available for your order or contact shop@trollecompany.com as soon as reasonably possible. Include your order number, a description of the problem and photographs where possible. For transport damage, photographs of the packaging and shipping label are helpful.

Keep the product and, where possible, its packaging until we provide instructions. If the claim is accepted, we cover reasonable return costs and provide the remedy required by applicable law.

Two-year statutory complaint period

Consumers have statutory rights if a product is defective or does not conform to the contract. Under Danish law, the statutory complaint period is generally two years from delivery.

Tell us about a defect within a reasonable time after discovering it. A complaint made within two months of discovery is timely under Danish law. Contact us directly if an online return or complaint service no longer accepts the order; its availability does not limit your rights.

Depending on the applicable requirements, a valid complaint may result in repair, replacement, a proportionate price reduction or a refund. A refund may be appropriate if repair or replacement is unavailable, disproportionate, unsuccessful or cannot be completed within a reasonable time.

Ordinary wear and tear, accidental damage, improper use or maintenance, unauthorised changes and failure to follow product instructions are not normally covered. If we reject a claim after inspection, we contact you before arranging a return shipment for which you may be responsible.

Any manufacturer’s warranty is additional to your statutory rights and does not replace or restrict them.

Optional withdrawal form

You can use this form to notify us that you wish to withdraw. You do not have to use it.

To: Trolle Company A/S, Gydevang 17, DK-3450 Allerød, Denmark. Email: shop@trollecompany.com.

I/We give notice that I/we withdraw from the purchase of the following products:

Products: ____________________
Ordered on/received on: ____________________
Order number: ____________________
Customer name(s): ____________________
Customer address: ____________________
Signature, only when sent on paper: ____________________
Date: ____________________

Contact

For questions about returns, exchanges, refunds or complaints, contact:

Trolle Company A/S
Gydevang 17
DK-3450 Allerød
Denmark
VAT No. DK35811427

Email: shop@trollecompany.com
Telephone: +45 48 48 51 15