Returns Policy
Last Updated: August 29, 2026
At Zenith Trove, we want you to love your natural skin care products. Because we sell cosmetic and personal care items, our Returns Policy is designed to balance customer satisfaction with hygiene and safety standards common to this product category. Please read this policy carefully before requesting a return, exchange, or refund.
1. Eligibility for Returns
We accept returns 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 is not listed under our non-returnable categories (see Section 2)
- You have proof of purchase (order number, invoice, or confirmation email)
Products that have been opened, used, or have a broken seal cannot be accepted for return, as this is standard practice for cosmetic and skin care items due to hygiene and safety reasons.
2. Non-Returnable Items
For health, safety, and hygiene reasons, the following items cannot be returned or exchanged once delivered:
- Opened or used skin care products (creams, serums, cleansers, oils, masks, etc.)
- Products with broken or tampered seals
- Items marked as “Final Sale,” “Clearance,” or purchased during a special promotional discount, unless defective
- Gift cards or promotional vouchers
- Products purchased more than 7 days prior to the return request
3. Damaged, Defective, or Incorrect Items
If you receive a product that is 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, packaging, and shipping label
- A brief description of the issue
Once verified, we will offer a
free replacement or a
full refund, at your preference, at no additional cost to you. This is the one case in which opened or used products may be accepted, provided the issue is verified as a manufacturing defect or shipping error.
4. How to Request a Return
To initiate a return or report an issue with your order:
- Contact our support team via email, phone, or WhatsApp (details below) within the applicable timeframe
- Provide your order number and reason for the return
- Our team will review your request and confirm eligibility within 1–2 business days
- If approved, we will share instructions for returning the product or arrange a reverse pickup, where available
- Once we receive and inspect the returned item, we will process your refund or replacement
Please do not send products back without prior confirmation from our support team, as unauthorized returns may not be accepted.
5. Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
- Approved refunds are processed to your original payment method within 7–10 business days
- For orders paid via cash on delivery (where applicable), refunds will be issued via bank transfer or store credit, as agreed with our support team
- Shipping charges, where applicable, are generally non-refundable unless the return is due to our error (damaged, defective, or incorrect item)
- You will receive an email or WhatsApp confirmation once your refund has been processed
Please note that depending on your bank or payment provider, it may take a few additional business days for the refunded amount to reflect in your account.
6. Exchanges
We currently offer exchanges only in cases of damaged, defective, or incorrect items, subject to product availability. If the same product is unavailable, we will offer a refund or store credit instead.
7. Return Shipping Costs
- If the return is due to our error (wrong item shipped, damaged in transit, or defective product), we will cover the return shipping cost
- If the return is due to a change of mind (only applicable to unopened, sealed products within the eligibility window), the customer may be responsible for return shipping costs, unless otherwise stated at checkout
8. Order Cancellations
You may request to cancel an order before it has been shipped by contacting our support team as soon as possible. Once an order has been dispatched, it cannot be cancelled and will need to follow the standard return process upon delivery, if eligible.
9. Allergic Reactions or Skin Sensitivity
If you experience irritation, redness, or an allergic reaction after using one of our products, please discontinue use immediately and consult a physician or dermatologist. While used products cannot typically be returned for a refund under this policy, we encourage you to contact our support team — we’re happy to help identify a better-suited product for your skin type where possible.
10. Changes to This Policy
We may update this 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 will apply to that order.
11. Contact Us
If you have any questions about this Returns Policy or need to initiate a return, please contact us:
