Refund and Returns Policy

Last updated: September 12, 2026

The short version

You can request a refund within 30 days of delivery. Refunds go back to the PayPal account you paid with. Email [email protected] or open a request from your order page.

How to request a refund

Open your orders and choose the order, or email [email protected] with your order number.
Tell us what went wrong. Photos help and usually get it resolved faster.
We reply within 24 hours, and tell you whether the refund is approved.

What we refund

TroveHall is a purchasing agent: the products we send you were bought specifically at your request. That shapes how returns work.

Damaged, defective, or wrong item — we refund you in full, including the service fee. We may ask you to keep or dispose of the item rather than ship it back, because return shipping from your country to China often costs more than the item is worth.
Item never arrived — if the tracking shows the parcel was lost in transit, we refund you in full.
Changed your mind — you may return the item within 30 days of delivery. It must be unused and in its original packaging. You pay the return shipping to our warehouse in China. Once it arrives and passes inspection we refund the product price and the service fee. Original international shipping charges are not refunded.
Cancelled before we buy — if you cancel before we have purchased your items, we refund everything you paid, including the service fee.

What we cannot refund

Requests made more than 30 days after delivery.
Items that have been used, damaged after delivery, or returned without their original packaging.
Made-to-order or personalised items produced to your specification.
Items that cannot lawfully be shipped back across the border.

How and when you get your money

Refunds are sent back through PayPal, to the same payment method you used. How long it takes to appear is set by PayPal and by your bank or card issuer, not by us:

PayPal balance — the same day.
Bank account or debit card — usually up to 5 business days; in some cases up to 30 days.
Credit card — 1 to 2 billing cycles, depending on your card issuer.
eCheque — up to 7 business days to clear.

If a refund has not appeared after the period above, contact us and we will give you the PayPal refund transaction ID so PayPal can trace it.

Second payment (international shipping)

International shipping is charged separately, once your items reach our warehouse. If you have paid it and we have not yet dispatched your parcel, we can cancel the shipment and refund that payment. Once a parcel is in international transit it cannot be recalled.

Questions

Email [email protected] — we reply within 24 hours.