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Replacement & Exchange Policy

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Product Replacement and Exchange Policy

Last Updated: August 29, 2026

This Product Replacement and Exchange Policy explains when and how you can request a replacement or exchange for a Zenith Trove product. For information about returning a product for a refund, please see our separate Refund and Returns Policy. For cancelling an order before it ships, see our Cancel and Refund Policy.

1. When We Offer a Replacement

We offer a free replacement of your product in the following situations:

  • The product arrives damaged during transit
  • The product is defective (e.g., faulty pump, leakage, packaging seal broken due to a manufacturing issue)
  • The product has expired or is close to its expiry date upon delivery
  • You received the wrong product or wrong variant compared to what you ordered
  • The product delivered does not match the description at the time of purchase

To be eligible, you must report the issue within 48 hours of delivery, along with:

  • Your order number
  • Clear photos or a short video of the product, its packaging, and the shipping label
  • A brief description of the issue

Once verified by our team, we will ship a free replacement of the same product, at no additional cost to you. If the same product or variant is unavailable, we will offer either a suitable alternative or a full refund, at your preference.

2. When We Offer an Exchange

An exchange allows you to switch your purchased product for a different variant (such as a different size, shade, or scent) of the same or similar product line, subject to the following conditions:

  • The exchange request is made within 7 days of delivery
  • The product is unused, unopened, and in its original packaging, with seals intact
  • The desired variant is currently in stock
  • The product is not listed under our non-exchangeable categories (see Section 4)

Opened or used products cannot be exchanged for hygiene and safety reasons, except where the original item was defective (see Section 1).

3. How to Request a Replacement or Exchange

  1. Contact our support team via email, phone, or WhatsApp (details below) within the applicable timeframe
  2. Share your order number and reason for the request, along with photos if applicable
  3. Our team will review and confirm eligibility, typically within 1–2 business days
  4. If approved, we will arrange for the replacement/exchange item to be shipped, and, where needed, coordinate return of the original item
  5. You will receive tracking details for your replacement or exchanged item once it ships

Please wait for confirmation from our support team before returning any item, as unauthorized returns may not be accepted.

4. Items Not Eligible for Replacement or Exchange

For hygiene, safety, and inventory reasons, the following are not eligible:

  • Products where the issue is due to customer misuse or improper storage
  • Products purchased more than 7 days prior to the request (except in confirmed cases of defect, reported within 48 hours)
  • Items marked “Final Sale” or “Clearance,” unless defective
  • Gift cards or promotional vouchers

5. Shipping Costs for Replacements and Exchanges

  • If the replacement or exchange is due to our error (damaged, defective, expired, or incorrect item), Zenith Trove covers all shipping costs both ways
  • If the exchange is due to a change of preference (e.g., wanting a different shade), and the original item is otherwise fine, the customer may be responsible for return shipping, unless stated otherwise at checkout

6. Price Differences on Exchanges

If the variant you’re exchanging for costs more than your original item, we will contact you to arrange payment of the difference. If it costs less, we will refund the difference to your original payment method or offer store credit, based on your preference.

7. Processing Time

Once your replacement or exchange request is approved, we aim to dispatch the new item within 2–3 business days. You will receive shipping confirmation and tracking details as soon as it’s on its way.

8. Changes to This Policy

We may update this Product Replacement and Exchange 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.

9. Contact Us

If you need to request a replacement or exchange, please reach out:

 

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