Returns & Exchanges
We accept return or exchange requests within 14 days of delivery. All requests are reviewed based on the item’s condition and compliance with the policy below.
Return Fees & Restocking Fees
- Restocking Fee: We do not charge any restocking fees for returned items.
- Return Shipping Costs: We offer free returns or exchanges if the item is damaged during delivery, has a manufacturing defect, or is materially different from the product description. For any return or exchange requests not related to quality issues (Change of mind or personal preference), the customer is responsible for return shipping costs to our designated address.
Eligibility
To be eligible for a return or exchange, items must meet all of the following conditions:
- Items must be unused, unworn, undamaged, and in original condition
- All original tags, packaging, dust bags, boxes, and accessories must be included.
Returns that do not meet these conditions may be rejected or subject to a partial refund.
Non-Returnable Items
The following items are not eligible for return or exchange, unless they arrive damaged or faulty:
- Final sale or discounted items
- Made-to-order or customized items
We do not accept returns or exchanges for items that show signs of use, wear, or damage caused by the customer. This includes, but is not limited to:
- Normal wear and tear after delivery
- Accidental damage (e.g. dropping, bending, scratching, impact damage)
- Improper use, storage, or care
- Alteration, modification, or repair attempts
Items that arrive damaged due to manufacturing defects, during delivery, or materially different from the product description are eligible for return or exchange once approved.
Damaged or Arrival Issues
If your package arrives visibly damaged, you receive the wrong item, there are missing components, or you notice a defect immediately upon delivery, inspection, or first try-on, please contact us within 48 hours of receipt.
Your request must include:
- Order number
- Clear photos or videos showing the package, item, and issue
This timeframe helps us review the issue promptly while packaging, fulfillment, and shipping records are still current. Approved cases may qualify for a replacement, exchange, or full refund where applicable.
Early Quality Issues
If an item develops an issue shortly after delivery that was not reasonably identifiable on arrival, please contact us within 14 days of delivery. These cases are reviewed individually based on the nature of the issue, product condition, and supporting documentation provided.
Please note that issues reported after extended wear, accidental damage, improper handling, improper storage, misuse, or normal wear and tear will not be treated as arrival damage claims.
How to Request a Return or Exchange
We currently do not support automated or self-service return requests.
To request a return or exchange, please contact us by email: Hello@troveandtone.com
Your request must include:
- Order number
- Reason for return or exchange
- Clear photos or videos showing the item, packaging, and the reported issue
All requests will be reviewed by our team. Do not send items back without prior approval. Once approved, we will provide you with the Return Warehouse Address. Unauthorized returns may not be accepted.
Refund Processing
Refunds will be issued once an approved return is received and inspected.
Depending on your payment provider, refunds may take up to 7-14 business days to appear in your account.
Refunds will be issued to the original payment method. Any expedited or express shipping fees selected at checkout are non-refundable for non-quality related returns.
Color Variations
Minor color differences caused by screen settings or lighting are not considered defects and are not valid grounds for return or exchange.
Fair Use
We reserve the right to refuse returns that do not comply with this policy or to deny future requests in cases of excessive or abusive return behavior.
Contact Us
If you have any questions regarding returns or refunds, please contact: Hello@troveandtone.com