Cancel and Refund Policy
Last Updated: August 29, 2026
This Cancel and Refund Policy explains how order cancellations work at Zenith Trove and how refunds are handled when an order is cancelled before delivery. If you’re looking for information about returning a product you’ve already received, please see our separate
Refund and Returns Policy page.
1. Order Cancellation Window
You may cancel your order, free of charge, at any point
before it has been shipped from our facility. Once your order has moved to “Shipped” or “Out for Delivery” status, it can no longer be cancelled through this policy, and you will instead need to follow the return process outlined in our Refund and Returns Policy once the item is delivered.
Order status can typically be checked through your account order history or the tracking link sent to you via email or WhatsApp.
2. How to Cancel an Order
To cancel an order:
- Contact our support team as soon as possible via email, phone, or WhatsApp (details below)
- Provide your order number and the reason for cancellation
- Our team will confirm whether the order is still eligible for cancellation based on its current fulfillment status
- If eligible, we will cancel the order and initiate your refund
We aim to process cancellation requests as quickly as possible, but because orders can move to the shipping stage rapidly, we recommend reaching out immediately if you wish to cancel.
3. Partial Cancellations
If your order contains multiple items, you may request to cancel one or more items individually, provided those specific items have not yet been shipped. The remaining items in your order will continue to be processed and delivered as normal, and your refund will be adjusted to reflect only the cancelled item(s).
4. Cancellations Initiated by Zenith Trove
In some cases, we may need to cancel an order or part of an order ourselves, due to reasons such as:
- The product being out of stock or discontinued
- Pricing or listing errors identified after the order was placed
- Inability to verify payment or delivery details
- Suspected fraudulent activity
If we cancel your order, we will notify you promptly by email, phone, or WhatsApp, and you will receive a
full refund for the cancelled item(s) at no cost to you.
5. Refunds for Cancelled Orders
Once a cancellation is confirmed, we process your refund as follows:
- Prepaid orders: The full amount is refunded to your original payment method within 5–7 business days
- Cash-on-delivery orders: Since no payment has been collected, no refund action is needed; the order is simply marked as cancelled
- Any applicable transaction or payment gateway fees, if non-recoverable on our end, may be deducted from the refunded amount; we will inform you in advance if this applies
- You will receive a confirmation message once your refund has been initiated
Please note that depending on your bank or card issuer, it may take a few additional business days beyond our processing time for the refund to reflect in your account.
6. Cancellation After Shipment
Once an order has been shipped, it cannot be cancelled or intercepted, even if it has not yet been delivered. If you no longer want the item, you may decline delivery, or contact our support team to discuss your options — this will typically be handled under our Refund and Returns Policy once the product is delivered back to us or refused at the doorstep, subject to the item being unopened and undamaged.
7. Undelivered or Unclaimed Orders
If an order is undeliverable due to an incorrect address, repeated failed delivery attempts, or being unclaimed by the customer, and is returned to us by the courier, we will:
- Contact you to arrange re-shipment (additional shipping charges may apply), or
- Process a refund for the product value, minus original shipping costs, once the returned package is received and inspected
8. Changes to This Policy
We may update this Cancel and Refund Policy from time to time to reflect changes in our operations or applicable regulations. The updated version will be posted on this page with a revised “Last Updated” date. The policy in effect at the time you place your order applies to that order.
9. Contact Us
If you have any questions about this Cancel and Refund Policy or need to cancel an order, please reach out:
