Return & Exchange Policy

At Troynova, customer satisfaction is our top priority. If you are not completely satisfied with your purchase, we’re here to help. Please review the policy below before submitting a return request.

1. Return Eligibility

We gladly accept returns within 14 days of delivery if the item meets all conditions below:

Eligible for Return / Refund / Exchange

  • Items that arrived damaged, defective, or visibly flawed
  • Items received in the wrong size, color, or style
  • Unworn, unwashed, unused items in original condition, with all tags and packaging intact
  • Items that do not meet your expectations (customer-initiated return)

Non-Returnable Items

  • Items returned after 14 days of delivery
  • Washed, worn, altered, or damaged items
  • Underwear, pajamas, swimwear, and accessories
  • Clearance items ("Clearance" page/collection or product title includes “Clearance”)
  • Final sale items
  • Items returned without prior approval from customer service

2. Return Process (Simple 4 Steps)

Step 1 – Contact Us

Email cs@troynova.com with:

  • Your order number
  • The item(s) you wish to return
  • Reason for return
  • Photos (for defective or incorrect items)

Step 2 – Receive Instructions

Our customer service team will review your request and provide:

  • Return approval
  • The correct return address
  • Detailed return instructions

(Please do not send returns to the address on the package label.)

Step 3 – Ship the Item(s)

  • Pack the item(s) in original packaging
  • Ship via your local post office or preferred courier
  • Keep your return tracking number

Step 4 – Refund or Exchange

Once we receive and inspect your return:

  • Refunds will be processed within 7 business days
  • Exchanges will be arranged immediately
  • Refunds are issued back to the original payment method

If it has been longer than 14 days since your return arrived, please email us for assistance.

3. Return Conditions

  • Customers are responsible for return shipping costs.
  • We do not provide Freight To Collect (FTC) or cash-on-delivery return service.
  • Troynova is not responsible for lost return parcels; please use a trackable shipping method.
  • Troynova cannot refund customs taxes, VAT, or any additional fees not paid to us.
  • Items sent back without approval or to the wrong address will not be refunded.

4. Order Cancellation

  • Full refund available for orders canceled within 24 hours of purchase.
  • Orders canceled after 24 hours but before shipment are subject to a 15% cancellation fee.
  • Orders cannot be canceled once they have been shipped.

5. Delivery Issues

  • Delivery times are estimates and may be affected by weather, customs, courier delays, holidays, or other external factors.
  • We cannot modify the delivery address once the package is shipped.
  • Orders marked as “Delivered” by the courier are considered delivered and are not eligible for replacement or refund unless shipping insurance was purchased.

Shipping Insurance (Highly Recommended)

If shipping insurance is purchased:

  • Lost, damaged, or missing items during transit will be replaced or refunded in full.

Without shipping insurance:

  • Troynova is not responsible for lost or damaged packages during transit.

6. Customs & Tax Responsibilities

Import taxes, duties, or customs fees vary by country.
These charges are not included in product or shipping costs and are the customer’s responsibility.
Troynova is not responsible for any customs delays or fees.

7. Unauthorized Sellers

Troynova does not authorize any third-party sellers.
Purchases made outside our official website are not covered by our warranty or return policy.

8. Contact Us

If you have questions or need help with your return, please contact us:

📧 Email: cs@troynova.com
We’re happy to assist you.