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Refund and Returns Policy

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Refund and Returns Policy

Last Updated: August 29, 2026

At Zenith Trove, your satisfaction matters to us. Because we sell cosmetic and natural skin care products, this Refund and Returns Policy is designed to protect both product hygiene and your rights as a customer. Please read this policy carefully before requesting a return, exchange, or refund.

1. Overview

This policy applies to all products purchased through the Zenith Trove website. By placing an order with us, you agree to the terms outlined below.

2. Eligibility for Returns

We accept return requests under the following conditions:

  • The request is made within 7 days of the delivery date
  • The product is unused, unopened, and in its original packaging, with all seals, labels, and protective wrapping intact
  • The product does not fall under our non-returnable categories (see Section 3)
  • You can provide proof of purchase (order number, invoice, or confirmation email/message)

Products that have been opened, used, or have a broken or tampered seal cannot be accepted for return. This is standard practice for cosmetic and skin care items due to hygiene and safety reasons.

3. Non-Returnable Items

For health, safety, and hygiene reasons, the following cannot be returned or exchanged once delivered:

  • Opened or used skin care products (creams, serums, cleansers, oils, masks, soaps, etc.)
  • Products with broken, tampered, or missing seals
  • Items marked “Final Sale,” “Clearance,” or purchased under a special promotional discount, unless defective
  • Gift cards or promotional vouchers
  • Return requests made more than 7 days after delivery

4. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, expired, or different from what you ordered, please contact us within 48 hours of delivery with:

  • Your order number
  • A clear photo or video of the product, its packaging, and the shipping label
  • A brief description of the issue

Once verified, we will offer a free replacement or a full refund, whichever you prefer, at no extra cost to you. This is the one situation in which an opened or used product may still be accepted, provided the issue is confirmed as a manufacturing defect or a shipping/fulfillment error on our part.

5. How to Request a Return or Refund

  1. Contact our support team via email, phone, or WhatsApp (details below) within the applicable timeframe
  2. Share your order number and the reason for your request
  3. Our team will review and confirm eligibility, typically within 1–2 business days
  4. If approved, we’ll provide instructions for returning the product, or arrange a reverse pickup where available
  5. Once the returned item is received and inspected, we will process your refund or replacement

Please wait for confirmation from our support team before shipping any item back to us, as unauthorized returns may not be accepted or reimbursed.

6. Refund Process and Timeline

Once your return is received and inspected, we will notify you whether your refund has been approved.

  • Approved refunds are issued to your original payment method within 7–10 business days
  • For cash-on-delivery orders (where applicable), refunds are issued via bank transfer or store credit, as coordinated with our support team
  • Original shipping charges, where applicable, are generally non-refundable unless the return is due to our error
  • You’ll receive a confirmation via email or WhatsApp once the refund has been processed

Depending on your bank or card issuer, it may take a few additional business days for the refund to appear in your account after we process it.

7. Exchanges

Exchanges are currently offered only for damaged, defective, or incorrect items, and are subject to product availability. If the original item is out of stock, we’ll offer a refund or store credit instead.

8. Return Shipping Costs

  • If the return results from our error (wrong item shipped, product damaged in transit, or a defective item), Zenith Trove covers the return shipping cost
  • If the return is due to a change of mind (only applicable to sealed, unopened products within the eligibility window), the customer may be responsible for return shipping, unless stated otherwise at checkout

9. Order Cancellations

Orders may be cancelled free of charge before they have been shipped — simply contact our support team as soon as possible. Once an order has been dispatched, it can no longer be cancelled and will need to follow the standard return process after delivery, if eligible.

10. Allergic Reactions or Skin Sensitivity

If you experience irritation, redness, or an allergic reaction after using one of our products, discontinue use immediately and consult a physician or dermatologist. While used products generally aren’t eligible for a refund under this policy, please reach out to our support team — we’re glad to help you find a product better suited to your skin type.

11. Late or Missing Refunds

If you haven’t received your refund within the stated timeframe:

  1. Check your bank account or payment method statement again
  2. Contact your card issuer or bank, as processing times can vary on their end
  3. If you’ve done this and still have not received your refund, please contact us and we’ll look into it

12. Changes to This Policy

We may update this Refund and Returns 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.

13. Contact Us

If you have any questions about this Refund and Returns Policy or need to initiate a return or refund, please reach out:

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