TROXLLY offers a 30-day return policy for eligible products. To protect product quality and safety, returned pool equipment must meet the conditions below.
1. Return Window
You may request a return within 30 days after delivery.
To be eligible, the item must be unused, uninstalled, unpowered, free from water flow exposure, and returned in its original packaging with all included accessories, manuals, adapters, and proof of purchase. Open-box items are accepted for return as long as they have not been installed.
2. Non-Returnable Items
We cannot accept standard returns for:
- Products that have been installed, plumbed, wired, powered on, or exposed to water flow.
- Products damaged by misuse, improper installation, incorrect voltage, improper water chemistry, freezing, or unauthorized modification.
- Customized orders or personalized parts.
- Clearance items, final sale items, or gift cards.
- Items returned without prior authorization.
3. How to Start a Return
To start a return, email support@troxlly.com with:
- Your order number
- The email address used to place the order
- The reason for return
- Photos showing the product condition and packaging
If your return is approved, we will provide a Return Merchandise Authorization (RMA) number and return instructions. Items sent back without an approved RMA may not be accepted.
4. Return Shipping Costs
- Defective, damaged-on-arrival, or incorrect items: If the return is caused by a TROXLLY error or a verified defect on arrival, TROXLLY will cover return shipping.
- Customer remorse, wrong size, or change of mind: The customer is responsible for return shipping costs. Original shipping charges are non-refundable unless the return is due to our error.
5. Restocking Fee
A 15% restocking fee may apply to opened-box customer-remorse returns to cover inspection, testing, and repacking.
No restocking fee applies to verified defective items or incorrect items shipped by TROXLLY.
6. Damaged or Incorrect Items
Please inspect your order immediately upon delivery.
If your item arrives damaged, defective on arrival, or incorrect, contact support@troxlly.com within 48 hours with:
- Order number
- Photos of the shipping box, product, and shipping label
- A brief description of the issue
Please keep the product and packaging until the issue is resolved.
7. Exchanges
If you ordered the wrong model and need a different size, contact us before returning the item. Our support team can help confirm the correct model for your pool volume and installation type.
Exchanges are subject to product availability and return eligibility.
8. Order Cancellations
Orders may be cancelled before shipment. If your order has already shipped, it must follow the standard return process.
9. Refunds
Once we receive and inspect your return, we will notify you whether the refund is approved.
Approved refunds will be issued to the original payment method within 10 business days, minus any applicable return shipping costs or restocking fees.
Your bank or credit card company may take additional time to post the refund.