Refund & Returns Policy
Last Updated: August 19, 2026
At Trojan Labz, we want orders to arrive accurately and in good condition. This policy explains how returns, refunds, replacements, damaged products, missing items, and other order issues are handled.
1. Order Issues
Please inspect your order promptly after delivery.
If your order contains a damaged product, incorrect product, missing item, or another fulfillment issue, please contact Trojan Labz within 7 days of delivery.
Include:
- Your order number
- A description of the issue
- Photographs of the product and packaging when applicable
We may request additional information reasonably necessary to investigate the claim.
2. Damaged Products
If a product arrives damaged during shipment, contact us within 7 days of delivery.
Please retain the product and original packaging until the claim has been resolved, as photographs or other information may be required for a carrier claim.
After verification, eligible claims may be resolved through a replacement, store credit, or refund, depending on the circumstances.
3. Incorrect or Missing Items
If you receive an incorrect product or your shipment is missing an item, contact us within 7 days of delivery.
After verifying the issue, Trojan Labz will provide an appropriate resolution, which may include shipping the correct or missing product, issuing store credit, or providing a refund.
4. Returns
Due to the nature of the products sold by Trojan Labz and the importance of maintaining product integrity, products that have been opened, used, tampered with, altered, improperly stored, or removed from their original sealed condition are generally not eligible for return.
Unopened and unused products in their original sealed condition may be eligible for return if return authorization is requested within 14 days of delivery.
Please contact Trojan Labz before sending any product back.
Products returned without authorization may not be accepted.
5. Change-of-Mind Returns
Approved returns that are not the result of an error by Trojan Labz may require the customer to pay return shipping costs.
Original shipping charges are generally non-refundable unless the return resulted from an error by Trojan Labz or otherwise required by applicable law.
6. Refunds
Once an approved return is received and inspected, we will notify you regarding the status of the refund.
Approved refunds will generally be issued using the original payment method when reasonably possible.
Processing times after a refund is issued may vary depending on the payment provider, financial institution, or payment method.
For cryptocurrency or cryptocurrency-settled transactions, refunds may require an alternative process depending on the payment provider and transaction circumstances. Customers may be required to provide information necessary to process the refund securely.
7. Non-Returnable Products
Unless required by applicable law or the product arrived damaged or incorrect, returns may be declined for:
- Opened products
- Products with broken or removed seals
- Used or altered products
- Products that have been improperly stored or handled
- Products returned more than 14 days after delivery
- Products purchased from a third party rather than directly from Trojan Labz
8. Lost or Undelivered Shipments
If tracking indicates that an order has not been delivered within the expected timeframe, contact Trojan Labz so we can review the shipment and, where appropriate, assist with a carrier inquiry or claim.
If tracking shows an order as delivered but the package cannot be located, please contact us promptly after checking the delivery location and available carrier information.
Lost and undelivered shipment claims will be evaluated individually based on tracking information and other available evidence.
9. Returned-to-Sender Orders
If an order is returned because of an incorrect or incomplete address supplied by the customer, refusal of delivery, or failure to retrieve the package, additional shipping charges may apply before the order can be reshipped.
If a refund is approved instead of reshipment, actual shipping expenses may be deducted where permitted by law.
10. Order Cancellations
Contact Trojan Labz as soon as possible if you need to cancel an order.
Orders that have not entered fulfillment may be eligible for cancellation.
Once an order has been shipped or transferred to the carrier, it generally cannot be cancelled and must instead be handled under the applicable return provisions of this policy.
11. Payment Disputes and Chargebacks
Customers are encouraged to contact Trojan Labz before initiating a chargeback or payment dispute so that we have an opportunity to investigate and resolve legitimate order concerns.
Trojan Labz may provide transaction records, tracking information, proof of delivery, customer communications, and other relevant documentation to a payment provider when responding to a dispute.
Nothing in this policy limits any rights available to customers under applicable law or applicable payment-network rules.
12. Abuse and Fraud
Trojan Labz reserves the right to deny claims reasonably determined to involve fraud, materially false information, intentional product damage, repeated abuse of this policy, or other improper conduct, subject to applicable law.
13. Contact Us
To request a return, refund, replacement, or assistance with an order problem, contact Trojan Labz using the contact information provided on our website.
Please include your order number so we can locate the transaction and assist you efficiently.