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Return & Refund Policy – Trove Momentz
🎁 Returns & Refunds

Return & Refund Policy

We take pride in the quality of every gift we curate. Your satisfaction is our promise — here's everything you need to know about our return & refund process.

🎨
⚠️ Important Notice
Personalised Products Are Non-Returnable

All personalised, customised, or monogrammed products are made exclusively for you and cannot be returned or refunded under any circumstances — except in the event of a manufacturing defect verified by our quality team.

✍️ Name / Message Engraving
🖼️ Custom Photo Prints
🎀 Monogrammed Items
🖌️ Custom Artwork
📝 Bespoke Hampers
🏷️ Logo-Branded Gifts
🌟

Overview

At Trove Momentz, every gift is packed with care and love. We accept return requests only for non-personalised products that arrive damaged, defective, or incorrect. Please read this policy carefully before raising a request.

All return requests must be raised within 48 hours of delivery. Requests made after this window will not be entertained.

✅

Return Eligibility

✅
Eligible for Return
  • Product arrived damaged or broken
  • Wrong item delivered
  • Manufacturing defect found
  • Missing items from the order
  • Product significantly different from listing
  • Unused, sealed, original packaging intact
❌
Not Eligible for Return
  • All personalised / customised products
  • Opened or used products
  • Change of mind or colour preference
  • Requests beyond 48 hours of delivery
  • Products without original packaging
  • Perishable items (chocolates, flowers)
🎨 Personalised products — including engraved, printed, monogrammed, or custom-designed gifts — are strictly non-returnable and non-refundable.
📬

How to Raise a Return Request

Follow these steps to initiate a return within 48 hours of receiving your order:

1
Document the Issue
Take clear photographs / videos of the damaged or incorrect product, including the packaging and shipping label.
2
Contact Us
Email us at support@trovemonmentz.com or WhatsApp us with your Order ID, photos, and a brief description of the issue.
3
Await Verification
Our quality team will review your request within 1–2 business days and confirm whether the return is approved.
4
Return Pickup / Drop-off
If approved, we will arrange a reverse pickup from your address or guide you to ship it back. Do not ship without our confirmation.
5
Resolution
Upon receipt and inspection, we will process a replacement or refund as per your preference and our policy.
⏰ Return requests must be raised within 48 hours of delivery. Requests raised after this window will not be eligible for return or refund.
💰

Refund Process & Timeline

Once your return is received and inspected, refunds are processed as follows:

🔍
Step 1 — Day 1–2
Quality Inspection
Returned product is inspected by our quality team upon receipt.
✅
Step 2 — Day 2–3
Approval & Notification
You will be notified via email/WhatsApp about the approval status.
💳
Step 3 — Day 3–7
Refund Initiated
Refund is processed to your original payment method or store credit.
🏦
Step 4 — Day 5–10
Credit Reflected
Funds appear in your account depending on your bank's processing time.
💳
Original Payment
Refunded to the card / UPI / wallet used
🎟️
Store Credit
Instant credit for future orders
🔄
Replacement
New item dispatched at no extra cost
🏦
Bank Transfer
For COD orders — NEFT within 5–7 days
✨ Original shipping charges are non-refundable. Return shipping is covered by us only in cases of our error (wrong or defective item).
🔄

Exchange Policy

Exchanges are accepted for non-personalised products only, subject to stock availability. If the desired item is unavailable, a refund will be processed instead.

📦
Exchange must be for the same or higher value product. Difference in price is chargeable.
🎨
Personalised products are strictly not exchangeable — once confirmed and in production, changes cannot be made.
⏱️
Exchange requests must be raised within 48 hours of delivery — same as return requests.
🚫

Order Cancellation

✅
Standard orders can be cancelled within 2 hours of placing the order, before processing begins.
❌
Personalised orders cannot be cancelled once confirmed — production begins immediately after approval.
🏢
Bulk / corporate orders cancelled after 24 hours of confirmation may incur a 20% cancellation fee.
💳
Cancellation refunds are processed within 5–7 business days to your original payment method.
🛡️

Damaged or Defective Products

If your order arrives damaged, please follow these steps immediately:

1
Refuse or Accept with Note
Refuse a visibly damaged package at the door, or accept with a "Damaged" note on the courier receipt.
2
Photograph Everything
Capture clear photos of the outer packaging, inner packaging, and the damaged product from multiple angles.
3
Report Within 24 Hours
Email or WhatsApp us within 24 hours of delivery with photos and your Order ID. Late reports may not be accepted.
🎁 For defective personalised products, we will reproduce and reship at no cost after verifying the manufacturing defect via photos — this is the only exception to our no-return policy on personalised items.
💬

Need Help? Contact Us

Our customer happiness team is available Monday to Saturday, 10:00 AM – 7:00 PM IST. We're always here to help resolve your concerns quickly and fairly.

📧 connect@trovemomentz.com
💬 WhatsApp: +91 93511 05045
📞 Call: +91 93511 05045
🕐 Mon–Sat, 10 AM – 7 PM IST
📅 Please quote your Order ID in all communications to help us resolve your query faster.