Refund Policy

Refund Policy – Shop Trove

At Shop Trove, we are committed to ensuring that our customers are fully satisfied with their purchase experience. While we strive to provide high-quality products and exceptional customer service, we understand that sometimes things don’t go as expected. To address this, we have put in place a clear and transparent refund policy to assist you in case of any issues with your order.

We work in collaboration with HHC Drop Shipping to source the products that are offered on our platform. All of our orders are shipped directly from Pakistan, and Cash on Delivery (COD) is the only payment option available for all purchases.

Please carefully read our refund policy below to understand your rights and the procedures for requesting a refund.

1. Eligibility for Refunds

We want to ensure that your shopping experience with Shop Trove is a pleasant one. In the event that you wish to request a refund, the following conditions apply:

  • Incorrect or Damaged Products: If you receive a product that is incorrect or damaged, you are eligible for a refund. You must notify us within 7 days of receiving your order.
  • Product Defects: If the product you receive is defective or malfunctioning (and not caused by misuse), you are entitled to a full refund.
  • Non-Delivery of Order: If your order is not delivered within the stated delivery time frame and is not due to factors within your control (such as providing an incorrect address), you may request a refund.

2. Non-Refundable Items

Please note that certain items are not eligible for a refund. These include:

  • Used or Opened Products: Once a product has been used or its packaging has been opened, it cannot be returned for a refund unless it is defective or damaged.
  • Personalized or Custom Products: Items that have been customized or personalized specifically for you are non-refundable.
  • Change of Mind: We do not offer refunds for products if you simply change your mind after the purchase or if the product is not what you expected.

3. Refund Process

If you are eligible for a refund under the conditions mentioned above, please follow these steps:

  1. Contact Customer Support: You must notify Shop Trove within 7 days of receiving the product about your desire for a refund. Please send an email to our customer support team at [your email address] with the following details:

    • Order number
    • Description of the issue (damaged, defective, or incorrect item)
    • Clear photos of the item in its current condition (if applicable)

  2. Return the Product: Once your refund request is approved, you may be required to return the product to us. Our customer service team will provide you with instructions on how to return the item. Please ensure that the product is unused, unopened, and in its original condition and packaging.

  3. Review and Approval: Upon receiving the returned product (if applicable), we will inspect it to confirm that the reason for the return is valid and that the product is in its original condition. Once the inspection is complete, we will approve the refund if it meets our conditions.

  4. Refund Process: If your refund is approved, we will issue the refund via the method you selected when placing your order. Since we process Cash on Delivery (COD) orders, refunds will typically be made through a bank transfer, depending on the customer’s preference and circumstances.

4. Refund Timelines

The refund process usually takes 7 to 14 business days after we receive the returned product and approve your refund request. However, the time may vary depending on the payment method and your bank’s processing times.

5. Shipping and Return Costs

  • Return Shipping Fees: In the case of a product being incorrect, damaged, or defective, Shop Trove will bear the cost of return shipping. We will provide you with a prepaid return shipping label, or we will arrange for a courier to collect the item at no additional charge.

  • Non-Defective Returns: If you request a return for any reason other than a damaged, defective, or incorrect item (for example, if you change your mind about the purchase), the return shipping cost will be your responsibility.

6. Refunds for COD Orders

As Cash on Delivery (COD) is the only payment option available on Shop Trove, refunds will be processed via bank transfer or other mutually agreed-upon methods. If you prefer an alternative refund method, please notify our customer service team, and we will do our best to accommodate your request.

7. Exchanging Products

At this time, Shop Trove does not offer direct exchanges. If you receive a defective or incorrect product and wish to exchange it for another item, we recommend requesting a refund and then placing a new order for the correct product.

8. Customer Support

If you have any questions or concerns about our refund policy or need assistance with the refund process, please do not hesitate to contact our customer support team:

  • Email: info@theshoptrove.com
  • Phone: +92 370 8675679
  • Live Chat: Available on our website

Our team is available to assist you and ensure that your issue is resolved as quickly as possible.

9. Changes to the Refund Policy

We may update or modify this Refund Policy at any time, and any changes will be reflected on this page. By continuing to use our website or services, you accept the updated refund policy. Please review this policy regularly to stay informed about our procedures.

At Shop Trove, your satisfaction is our priority, and we are here to ensure that you are fully satisfied with your purchase. We aim to make every step of your shopping experience smooth, hassle-free, and trustworthy, and our refund policy is designed to support you in the rare instance when a problem arises. Thank you for choosing Shop Trove!