Legal · troveo.store
Refund Policy
1. Return Eligibility
We accept returns on most items within 30 days of the delivery date. To be eligible for a return, your item must meet all of the following conditions:
| Condition | Eligible? |
|---|---|
| Item is unused and in its original condition | ✓ Yes |
| Item is in original packaging with all tags/accessories | ✓ Yes |
| Return requested within 30 days of delivery | ✓ Yes |
| Item is opened but unused personal care/hygiene product | ~ Case by case |
| Item is used, washed, or damaged by customer | ✗ Not eligible |
| Return requested after 30 days of delivery | ✗ Not eligible |
| Item is marked as final sale or clearance | ✗ Not eligible |
2. Non-Returnable Items
For health, hygiene, and safety reasons, the following items are not eligible for return or refund unless they arrive defective or damaged:
- Opened personal care, skincare, or beauty products
- Intimate apparel or swimwear (for hygiene reasons)
- Perishable goods or consumable health products
- Customized, personalized, or made-to-order items
- Digital products or downloadable items
- Items marked as Final Sale or Clearance
- Gift cards
3. Defective, Damaged, or Incorrect Items
We take full responsibility for items that arrive defective, damaged in transit, or differ from what was ordered. In these cases, we will provide a full refund or free replacement at no cost to you.
To qualify, you must:
- Contact us within 7 days of delivery
- Provide your order number and a brief description of the issue
- Attach clear photos or a short video showing the defect, damage, or incorrect item
Once we review your submission, we will respond within 2 business days with a resolution — either a replacement shipment or a full refund to your original payment method.
4. How to Request a Return
Follow these steps to initiate a return request:
Email us at support@troveo.store with the subject line: "Return Request – Order #[Your Order Number]"
Include in your email: your full name, order number, item(s) you wish to return, and your reason for the return. For damaged or defective items, attach photos.
Wait for approval. Our team will review your request and respond within 2–3 business days with instructions and, where applicable, a prepaid return shipping label.
Ship the item back using the provided instructions. Pack the item securely in its original packaging. Do not return items without prior approval.
Refund or replacement issued within 5–10 business days of us receiving and inspecting the returned item.
5. Return Shipping
- Customer-initiated returns (e.g., change of mind, wrong size chosen): Return shipping costs are the responsibility of the customer. We recommend using a trackable shipping method, as we cannot be responsible for items lost in transit.
- Defective, damaged, or incorrect items: TROVEO will provide a prepaid return shipping label at no charge to you.
- Original shipping costs are non-refundable unless the return is due to our error.
6. Refund Processing
Once your returned item is received and inspected, we will send you an email notification confirming the outcome of your return review.
- Approved refunds are issued to your original payment method within 5–10 business days
- Depending on your bank or card issuer, it may take additional time for the refund to appear on your statement
- If you paid via PayPal, the refund will be issued to your PayPal account
- Partial refunds may be granted in certain circumstances (e.g., items returned in a condition that differs from the original, or after the 30-day window in exceptional cases)
7. Exchanges
We currently do not offer direct exchanges. If you would like a different item, size, or color, please follow these steps:
- Initiate a return for the original item by contacting us (see Section 4)
- Once your return is approved and the refund issued, place a new order for the desired item
This process ensures the fastest turnaround and avoids delays associated with simultaneous exchange handling. If you need help selecting a replacement item, our support team is happy to assist.
8. Order Cancellations
Orders can be cancelled within 12 hours of being placed, provided they have not yet been processed or dispatched to our supplier.
- To cancel, email support@troveo.store immediately with your order number and subject line "Order Cancellation – #[Order Number]"
- If your order has already been dispatched, it cannot be cancelled — please initiate a return once the item is delivered
- Approved cancellations receive a full refund to the original payment method within 3–5 business days
9. Lost or Undelivered Packages
If your tracking shows the package as delivered but you have not received it, or if your package appears to be lost in transit:
- Check with neighbors and other household members first
- Check any safe spots carriers may have left the parcel
- Contact your local post office or carrier with your tracking number
- If the package is confirmed lost after 7 business days beyond the estimated delivery date, contact us at support@troveo.store
We will open an investigation with the carrier on your behalf. If the package is confirmed lost, we will offer a free replacement or full refund.
10. Contact Us
Our customer support team is ready to help with any return, refund, or order issue. Please reach out and we will do our best to make things right.
We aim to respond to all refund and return inquiries within 2–3 business days.
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