Refund policy
Last updated: May 2026
TroveoCart has two sides: an online store (B2C products) and a digital services studio (B2B builds). This policy covers both clearly.
SECTION A — PHYSICAL PRODUCTS (Online Store)
We want you to love what you ordered. Here is exactly how returns and refunds work so there are no surprises.
Returns and exchanges
We accept returns and exchanges within 7 days of the date you receive your order. To be eligible, items must be:
• Unused and unopened
• In their original, undamaged packaging
• In a resellable condition
We cannot accept returns on items that are used, opened, or show signs of damage.
How to log a return
Email us at info@troveocart.co.za with your order number and the reason for the return. We will confirm eligibility and provide return instructions.
Do not send items back without first contacting us - unrequested returns cannot be processed.
Shipping costs
Return shipping is the customer's responsibility unless the item is faulty (see below). Original shipping fees are non-refundable.
Refunds
Once we receive and inspect your returned item, we will process your refund to your original payment method within 7–10 business days. You will receive a confirmation email when the refund is issued.
Faulty or defective items
If your product develops a fault after delivery, contact us within 30 days with your proof of purchase and clear photos or video showing the issue.
We will assess the fault and offer one of the following:
• Replacement
• Repair (where applicable)
• Store credit
Faults caused by misuse, accidental damage, or normal wear and tear are not covered under this policy.
Non-returnable items
The following cannot be returned or exchanged under any circumstances:
• Personal care and hygiene products (grooming tools, beauty items, bedding)
• Opened kitchen appliances or items that contact food
• Electronic items that have been used, activated, or paired
• Sale, clearance, or discounted items
• Custom or special-order products
• Any item returned after 7 days of delivery
If you are unsure whether an item is returnable, email us before ordering.
SECTION B — DIGITAL SERVICES (B2B Builds)
TroveoCart provides digital services including website builds, booking systems, and AI discoverability strategy. These services operate under different terms to physical products.
Deposits and project payments: A deposit is required to begin any project. This deposit is non-refundable once work has commenced, as it covers time already invested in scoping, planning, and early build work.
For milestone-based projects (Growth and Custom packages), payment is structured in agreed stages. Milestone payments made are non-refundable for work already delivered and approved at that stage.
Cancellations
If you need to cancel a project:
• Before work begins: your deposit may be refunded at TroveoCart's discretion,
minus any administrative or scoping time already spent.
• After work has begun: deposits are non-refundable. Any milestone payments
made for completed and delivered work are non-refundable.
• Cancellation must be submitted in writing to info@troveocart.co.za.
Revisions and disputes
Each package includes a set number of revisions (outlined in your project
proposal). Requests outside the agreed scope are subject to additional fees.
If you are unhappy with delivered work, please contact us at info@troveocart.co.za within 5 business days of delivery. We will work with you in good faith to resolve the issue. TroveoCart does not guarantee specific business outcomes (leads, sales, traffic) from any digital build - our responsibility is the quality and completeness of the build itself, as described in your agreed proposal.
Scope and ownership
On full payment of your invoice, ownership of the delivered front-end build transfers to you. TroveoCart retains no rights over your completed site or booking system. Third-party platform licences (e.g. Shopify monthly fees) remain your responsibility after handover.
Contact for Refund or Return Enquiries
Email: info@troveocart.co.za
Please include your order number or project name in your subject line.
We aim to respond within 48 business hours.
