Refund policy

Thank you for shopping at Trovesoul. We strictly stand behind the quality of our products, yet we understand that sometimes a purchase may not meet your expectations. Please read our comprehensive return and refund policy below to ensure a smooth service experience.

1. The Return Window You have [30] days from the exact date your tracking number shows "Delivered" to request a return. Any return requests submitted after this [30]-day window will unfortunately not be accepted.

2. Return Eligibility & Condition Requirements To ensure a successful return, your item must meet the following strict conditions:

  • The item must be completely unworn, unwashed, unaltered, and free of any odors, stains, pet hair, or makeup marks.

  • All original tags, labels, and hygiene seals must remain intact and securely attached.

  • The item must be returned in its original brand packaging (including boxes, dust bags, and promotional gifts if applicable).

3. Return Shipping Fees & Financial Responsibility

  • Non-Quality Returns (Buyer’s Responsibility): If you wish to return an item due to personal reasons—such as preference changes, accidental orders, ordering multiple sizes/colors to try on, or incorrect size selection—you (the buyer) are solely responsible for all return shipping costs, duties, and brokerage fees. The original shipping fee paid at checkout is non-refundable.

  • Crucial Note: You must use a trackable shipping service (e.g., FedEx, UPS, DHL, or registered local post) and provide us with the tracking number. Trovesoul is not liable for packages that are lost, damaged, or stolen in transit during the return process. If the package does not arrive at our designated return facility, no refund will be issued.

  • Quality-Related Issues (Seller’s Responsibility): If the product arrives defective, severely damaged, or if we accidentally shipped the wrong item, Trovesoul will take full responsibility. We will either provide a pre-paid return shipping label, arrange a free replacement, or issue a full refund (including original shipping costs).

4. Non-Returnable & Final Sale Items For hygienic, safety, and operational reasons, the following items cannot be returned or refunded under any circumstances unless they arrive defective:

  • Items marked as "Final Sale", "Clearance", or purchased during specific flash sale events.

  • Custom-made, personalized, or made-to-order products.

  • Intimate apparel, swimwear, bodysuits, earrings, or cosmetics (if the hygiene seal is broken).

  • Gift cards.

5. Order Cancellations and Modifications

  • If you need to cancel or change your order, please email us at info@trovesoul.com within [12 hours] of placing your order.

  • Once an order has entered the processing stage or has been dispatched to our logistics partner, it cannot be canceled or modified. In this case, you will need to wait for the package to arrive and initiate a standard return process at your own expense.

6. The Return Process Step-by-Step

  • Step 1: Email info@trovesoul.com with your Order Number (e.g., #TS1001), the names of the items you wish to return, and your reason for return. For quality issues, please attach clear photos or videos.

  • Step 2: Our customer support team will review your request within [1-2] business days. If approved, we will provide you with a Return Merchandise Authorization (RMA) number and the correct designated return shipping address.

  • Warning: Do NOT send items back to the address printed on the shipping label of the package you received. This is a logistics sorting hub, not our return center. Packages sent there without our prior approval will be rejected and abandoned, and no refund will be granted.

7. Refunds & Processing Timeline Once your return package is delivered to our center, our team will inspect its condition within [3-5] business days.

  • If approved, your refund will be processed automatically back to your original method of payment (Credit Card, PayPal, etc.).

  • Please allow [7-10] business days for the funds to reflect in your account, depending on your financial institution's processing times.

  • If the item is found to be used, damaged, or missing packaging upon inspection, we reserve the right to issue a partial refund or reject the return entirely.