Return & Refund Policy

(QuickTrolly) Return & Refund Policy 
Operated by: Neem Cloud GmbH (QuickTrolly) 
Contact: info@quicktrolly.com | +49-155-6322-9989 
Last updated: [Date] 
1) Overview 
We want you to be satisfied with every order. If something goes wrong (missing item, incorrect item, damaged product, or quality issue), we will review your request fairly and provide an appropriate solution in line with EU/German consumer protection and food safety requirements. 
This policy explains how returns and refunds work for: 
• Non-perishable items (e.g., household goods, packaged essentials) 
• Perishable / temperature-sensitive items (e.g., fresh produce, chilled and frozen goods) 
Your statutory consumer rights remain unaffected. 
2) Important Notice for Food & Perishables 
For hygiene and food safety reasons, perishable goods, chilled/frozen items, and food products that have been opened or are not suitable for return due to health protection/hygiene generally cannot be returned once delivered. 
However, if such items are damaged, incorrect, missing, or not fit for consumption at the time of delivery, you may be eligible for a refund, replacement, or store credit, depending on the case. 
3) When You Are Eligible for a Refund / Resolution 
You may request a resolution if: 
1. Item missing from your delivery 
2. Wrong item delivered 
3. Damaged item (broken packaging, leakage, crushed items, etc.) 
4. Quality issue at delivery (e.g., clearly spoiled/expired at delivery time) 
5. Delivery failure caused by us or our carrier (case-by-case, especially for temperature
sensitive items) 
We may offer (depending on the situation): 
• Refund to original payment method 
• Replacement/redelivery (where feasible) 
• Store credit (only with your agreement) 
4) Time Limits to Report Issues 
To help us resolve issues quickly, please report: 
A) Missing / Wrong / Damaged Items 
Within 24 hours of delivery. 
B) Perishable / Fresh / Chilled / Frozen Quality Issues 
As soon as possible, and ideally within 12 hours of delivery. 
Please keep the product and packaging until we confirm the outcome. Photos may be required. 
5) How to Request a Refund / Report an Issue 
Email: info@quicktrolly.com 
Subject line: Order Issue – Refund/Return Request 
Please include: 
• Order number 
• Item name(s) 
• Clear description of the problem 
• Photos (recommended / may be required) 
• Preferred resolution (refund, replacement, store credit) 
We will acknowledge your request and respond as soon as possible during support hours. 
6) Returns (Non-Perishable Items Only) 
For non-perishable, unopened, unused items, you may be eligible to return the product under the conditions below. 
Return Conditions 
• Item is unused, unopened, and in original packaging 
• Return request is made within 14 days of delivery 
• Item is not excluded (see Section 7) 
Return Shipping 
Unless the return is due to our error (wrong item, defective on arrival), the customer may be responsible for return shipping costs. 
Return Address (if applicable): 
[Return Address / Warehouse Address] 
(We will confirm the correct return address by email before you send anything.) 
We recommend using a trackable shipping method. We cannot accept liability for returns lost in transit without tracking. 
7) Items Not Eligible for Return 
The following are generally not eligible for return: 
• Perishable goods (fresh produce, chilled/frozen items) 
• Food items that have been opened or are not suitable for return due to hygiene reasons 
• Sealed hygiene items once unsealed (where applicable) 
• Items marked as non-returnable for safety reasons 
• Gift cards / digital products (if any) 
This does not affect your rights in case of defective goods or incorrect delivery. 
8) Refund Processing Time 
If a refund is approved: 
• We initiate the refund to the original payment method 
• Typical processing time: 5–10 business days (depending on payment provider/bank) 
If you do not see the refund after 10 business days from approval, please contact us at 
info@quicktrolly.com. 
9) Rejected Claims 
A claim may be rejected if: 
• The issue is reported outside the stated timeframe without a valid reason 
• Evidence suggests misuse, incorrect storage after delivery, or normal product variation 
(where applicable) 
• The product is excluded and no defect/incorrect delivery is proven 
We will always provide a brief reason if we reject a claim. 
10) Missed Deliveries & Temperature-Sensitive Items 
For orders containing chilled/frozen products, customers must ensure someone is available to receive the delivery. 
If delivery fails due to: 
• incorrect address details provided by the customer, or 
• customer unavailability, 
refunds for temperature-sensitive goods may be limited because product quality and food safety cannot be guaranteed. 
11) Lost or Damaged Packages in Transit 
If your order is lost or significantly damaged during transit, we will work with you to provide a suitable resolution (refund or replacement) depending on carrier confirmation and the order status. 
12) Contact 
QuickTrolly (Neem Cloud GmbH) 
Email: info@quicktrolly.com 
Phone: +49-155-6322-9989