Return Policy

Return Policy

Our Promise - 7 day money back guarantee on products & services

TROBONE is committed to providing high quality products and services offered by genuine suppliers and service providers to our customers. Please note our standard returns policy does not apply to personalized products which you can read below.      

    

Returning

Please read these terms (Exchange and Return Terms) carefully before ordering products and services from the TROBONE online store. TROBONE is both the brand name of this website and the channel through which local and/or foreign private labels, brands, and/or third party manufacturers and service providers sell their products and services on this website.

You have a legal obligation to take reasonable care of the product(s) & Services while it is in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation. You are only liable for any diminished value of the product(s) resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the product(s).

By ordering products from our TROBONE online marketplace, you agree to be bound by TROBONE’s   Exchange and Return Terms. If you do not agree with any of these terms, please do not purchase from TROBONE Marketplace


TROBONE’s Exchange and Return Terms

Your contracting partner is TROBONE International LLC,Dubai

 

TROBONE’S Return Policy

Because we want you to be 100% satisfied with your purchase and experience with us, you will be able to return your purchase(s) made at http://www.trobone.com within7 days of receipt of your order for a full refund.

To initiate a return, or if you have questions regarding defective merchandize returns for products purchased online at http://www.trobone.com  please contact  TROBOINE’S  Customer Service Center at +9714 2288767  or email us at helpdesk@trobone.com

We will refund full purchase price of the relevant product(s) returned to us. Refunds will be given in the same form as the payment for the original purchase.

 

TROBONE’S Return Policy

http://www.trobone.com does not exchangeproducts. If you wish to exchange a product, you will need to return (subject to return conditions mentioned below) your purchase for refund and place a new order. In this scenario, the full shipping cost inclusive of returns & new shipment will be borne by customer. Please noteit is only possible to obtain a refund on returns when the return is in line with our return policy.

 

http://www.trobone.com does not accept change of mind for return after purchasing the product from us. 

 

Damaged and Defective Products

Returned products are inspected by our Quality Assurance Department. If there is any damage to the product as a result of a manufacturing defect or deviation from factory specifications, we undertake to fully refund the cost of any defective products.

If the defect in the product was caused by reasons other than materials quality, assembly process or product different from what is ordered, a replacement of original product will be sent to you. We do not refund products that are:

Obtained from a source other than  http://www.trobone.com.

Damaged by abuse or negligence (exposure to chemicals, caustic substances, open flame, high heat, sharp object, etc.)

Damaged by misuse or activities other than the intended purpose (use of running shoes for court sports or hiking footwear as work boots, etc.

 

Eligibility of Return

Return process must be initiated within 7 days of order receipt.

Items should be un-used and should be in its original packaging with seal unaltered.

TROBONE International LLC reserves the right to reject any returns without specific reasons.

Goods shipped outside UAE not eligible for return. Customers who ordering delivery outside UAE agrees to this point with Trobone and will have no rights to claim returns. Nevertheless, Trobone will pay full refund for any damage due to mishandling of shipping or wrong product shipment.

 

Return Procedure

To return your products, contact our customer service center +9714 2288767  or email to us helpdesk@trobone.com  with subject line “RETURN”. Our customer service representative will be available to help you through our process of return of goods.  Customers within United Arab Emirates will receive a call from our shipping partner to collect the good at your preferred time.

We will issue you a return coupon, or refund the amount to your card in case of Debit/Credit card payments within 7 working days of the item(s) being received by the courier.

Please do note that the following conditions must be met for us to be able to process a return successfully:

 

Refund of Card Transactions

The length of time your return is in transit is beyond our control; although once we do receive your return we will process your request as quickly as possible. We therefore require you to allow us at least 14 days to receive and process your return. Please note your bank or Credit Card Company may require additional period of time to process your refund and for the refund to be reflected in your account for which TROBONE will not be responsible. If you do not receive your refund within 28 days, please contact our Customer Service Center to check on the status of our refund.

Refunds will be done only through the Original Mode of Payment.

 

Refund of COD Payment

Refunds of your orders with Cash on Delivery (COD) are by issuing you a return coupon equivalent to value of the item(s) you returned. The coupon will be redeemable with TROBONE for your future orders If you do not wish to keep the credit with TROBONE, please contact our Customer Service Center at +9714 2288767 or email us at helpdesk@trobone.com

 

Risks on delivery outside UAE :

Please note although we ship Items to any part of the world as per customer requests, on items shipped out of UAE, Trobone will not be responsible for any delays in customs clearance or withholding of the item as it is not under our control. The customers who order items for delivery outside UAE take full responsibility of the clearance of items from their respective destination countries. Trobone or our shipment partner will not be liable for any failures due to customs clearance of the item and hence no refund request is accepted by us on such cases.

 

Any exceptions to our Returns Policy?

Please read and understand the below carefully.

In the interests of hygiene, you will not have any right to cancel a contract for the supply of any of the following products which are not in their original packaging unless they are faulty (this is for hygiene reasons):

Underwear (Men, Women & Children)

Swimwear (Men, Women& Children)

Pierced Jewelry

In addition to the above, products which by their nature cannot be returned or are liable to deteriorate or expire rapidly, unless the product is faulty. 

Example, Chocolates, Cakes, Drinks, Health Supplements.

Also clearance Items clearly marked as such and displaying a No-Return Policy or when the offer note states so specifically.

Apart from above, following items are also not eligible under our return policy.

Music, Audio, Video & DVD

Books

Hosiery

Beauty Care

Perfumes

Computer Software & Games            

Please note change of mind is not accepted by policy  for return of goods once purchased from trobone.

In general, our return policy only accepts return of goods if either the goods received is faulty or wrongly delivered item.

 

 

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