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Effective Date: January 10, 2026
Last Updated: January 8, 2026
Welcome to TROLLEY Y MOCHILAS, S.A. DE C.V. We strive to ensure your complete satisfaction with every purchase. This Refund and Returns Policy (“Policy”) outlines the terms and conditions governing returns, exchanges, and refunds for products purchased through our official website, mobile applications, or any other authorized sales channel (collectively, the “Services”). Please read this Policy carefully before initiating a return, as it contains important information regarding your rights and obligations. A key principle of this Policy is that refunds are only issued upon the physical return and inspection of the product. We do not offer “refund-only” or “partial refund without return” options under normal circumstances.
By making a purchase from us, you acknowledge that you have read, understood, and agree to be bound by this Policy.
- General Return Philosophy & “No Refund-Only” Stance
At TROLLEY Y MOCHILAS, S.A. DE C.V., we believe in the quality and integrity of our products. Our refund process is designed to be fair and transparent for both our customers and our business.
1.1 Core Principle: Return Required for Refund
We do not process refunds without the corresponding product being returned to us. This means requests for a refund where the customer wishes to keep the item (“refund-only”) are strictly not accepted. A refund is contingent upon the eligible product being received by us at our designated returns facility in its original condition, as specified in Section 3.
1.2 Purpose
This policy protects all parties by ensuring:
Product Integrity: We can verify the condition of the returned item.
Fraud Prevention: It helps prevent fraudulent claims of non-receipt or dissatisfaction without product surrender.
Inventory Accuracy: It allows for proper restocking or disposal of returned goods.
Fairness: It establishes a clear, consistent standard for all customers.
- Eligibility for Returns & Refunds
To be eligible for a return and subsequent refund, the following conditions must be met:
2.1 Return Window
You have 30 calendar days from the date you receive the item to initiate a return request.
2.2 Condition of Item
The item must be:
Unused, unworn, and in its original condition.
In the original packaging, including all tags, labels, accessories, manuals, and protective covers.
Free from any odors, stains, damage, or alterations.
Accompanied by the original proof of purchase (order number, invoice, or receipt).
2.3 Non-Returnable Items
For hygiene, safety, or customization reasons, the following items are FINAL SALE and cannot be returned or refunded:
Products marked as “Final Sale,” “Clearance,” or “As-Is.”
Personalized, monogrammed, or custom-made items.
Intimate apparel, swimwear (if hygiene seals are broken), and socks.
Gift cards and downloadable software or digital products.
Products damaged due to customer misuse, neglect, or improper care.
- The Return & Refund Process (Step-by-Step)
Step 1: Initiate a Return Request
Contact our Customer Service team within the 30-day return window to request a Return Merchandise Authorization (RMA). You can reach us at:
Email: ophthalm@trolleyymochilas.com
Phone: +525511041400
Please provide your order number, the product(s) you wish to return, and the reason for the return.
Step 2: Receive RMA Instructions & Label
Upon approval, we will email you an RMA number and detailed return instructions, including the authorized return address. Do not ship returns without an RMA number, as they may not be processed.
Step 3: Package and Ship the Item
Securely pack the item in its original packaging or a suitable box.
Include the original proof of purchase inside the package.
Clearly write the RMA number on the outside of the box.
Ship the package to the address provided using a trackable and insured shipping service. You are responsible for the cost of return shipping unless the return is due to our error (e.g., wrong or defective item shipped).
Step 4: Our Inspection & Processing
Once we receive your return package:
Inspection: Our returns team will inspect the item to verify it meets all eligibility criteria outlined in Section 2.
Approval/Rejection:
If Approved: We will process your refund to the original payment method used for the purchase.
If Rejected: If the item does not meet our return conditions (e.g., used, damaged, missing parts, past the return window), we will not issue a refund. We will contact you to arrange for the item to be shipped back to you at your expense, or you may authorize its disposal.
Step 5: Refund Issuance
Timing: Please allow 7-10 business days after we approve the return for the refund to be processed and reflected in your original payment account. The time it takes for the credit to appear depends on your bank or card issuer.
Amount: The refund will be for the purchase price of the product. Original shipping fees are non-refundable unless the return is due to our error. Return shipping costs paid by the customer are not refundable.
- Exchanges
We currently facilitate exchanges by processing a return (as above) followed by a new purchase for the desired item. Please visit our website to place a new order for the item you wish to exchange. - Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery. We will arrange a prepaid return label for you and, upon confirmation of the issue, will prioritize sending a replacement (subject to availability) or issue a full refund (including original shipping costs). This is the only scenario where a refund without a return is not applicable; the faulty item must still be returned to us. - Refunds for Unreceived Returns
If you have shipped a return but we have not received it within a reasonable timeframe (e.g., 21 business days from your ship date), we may not be able to process a refund. It is your responsibility to retain the shipping tracking information and proof of postage. We are not liable for returns lost or damaged in transit back to us. - Contact Information
For all return and refund inquiries, please contact:
TROLLEY Y MOCHILAS, S.A. DE C.V.
Customer Service – Returns Department
Address: Pino 343, Col. Santa María la Ribera, Cuauhtémoc, 06400 Ciudad de México, CDMX, Mexico
Email: ophthalm@trolleyymochilas.com
Phone: +525511041400
- Policy Updates
We reserve the right to modify this Refund and Returns Policy at any time. Changes will be effective immediately upon posting the updated Policy on our website. The “Effective Date” at the top of this page will indicate the latest revision.
By purchasing from TROLLEY Y MOCHILAS, S.A. DE C.V., you agree to this Refund and Returns Policy.