All sales are final.  Returns and refunds are only accepted if the product received is damaged or you received the wrong product. In case you received the wrong order, we will be more than happy to correct the order by replacing it.

CANCELLATION

Any cancellations of the orders can be done only Twelve (12) hours from the purchase date in order to receive the total purchase price. Refunds will be issued according to the customer’s mode of payment. All such refunds will be processed within 15 days. If cancellation is requested by the customer after Twelve (12) hours but before it has been delivered and accepted by the customer (but has been dispatched by us), a refund will exclude shipping costs.

REFUND DURATION

1. During the 7 days following the delivery of your order, you may request the exchange or refund of items, which you must return to us in unused condition accompanied by the original invoice.
2. Returns will only be accepted if labels and original packaging are fully intact.
3. TROUVESSA cannot accept returns where labels have been removed.
4. Items lost in transportation will not be compensated for.

DUTIES, TAXES & SHIPPING CHARGES ON RETURN

1. Fragrance return shipping is chargeable to the customer. For fragrance purchases, the cost of return shipping will not be paid for by TROUVESSA in any circumstances.
2. Note that additional duties and/or taxes will not be refunded. Neither will be the shipping costs.
3. Faulty items will be exchanged for the same type of product.
4. Refunds for faulty items can be made within the 7-day period following delivery.
5. For hygiene reasons, we do not permit exchanges unless the delivery was received with damages. Exchanges and returns can only be made as described in the TROUVESSA website trouvessa.com and instructions which can be found under “Terms and Conditions of Sale”. If you need an alternative product as an exchange, you will need to return the items first and place a new order.

PROMOTIONAL ITEMS & SALE ITEMS

1. Products purchased under any promotional offer or discounted scheme cannot be exchanged.
2. If products are received as a gift (the recipient is not the purchaser) and are returned to our online returns center for a refund, the refund will be processed onto the original card used as payment for the order. If the original qualifying item is eligible for a return, then it remains eligible for return even if you received a Free Gift with it, however, if you wish to return the original qualifying item the ‘Free Gift’ should also be returned to receive a full refund.
3. Sale items and/or Promotional items include any orders bought with promo codes, coupon codes, or sales. All orders that have any codes applied will be considered final sales.
4. Orders with any kind of promotional code applied either given by our newsletter email, newsletter pop-up, or any of our promotional platforms are considered sale items – any orders using these codes will not be valid for a refund.

PRODUCT CONDITION ON DELIVERY AND DAMAGES

1. It is unlikely the products you ordered from us are not received in good condition, damaged or defective. If any items in your order have been received in an unsatisfactory condition, please let us know within 7 days of your order being received.
2. While reporting on product condition on delivery and any damages, please send your order number, and clear photos of the damaged item alongside your pack slip using CONTACT Please note we cannot consider cases reported after 7 days of the receipt of your items. Please do not dispose of the items as you may need to return them to be eligible for a refund.

REFUNDS

1. Refunds for returned products will be made within 15 days of the return of the product, to the original purchaser’s debit/credit card.
2. If you are waiting for a refund for items that you have returned, your refund will be processed within 15 days of the items being received at our warehouse. You can use your return tracking number to confirm if they have been received successfully.
3. The items when returned will be checked and verified and then the refund will be initiated. After a refund has been processed from our end, it can take up to 15 days to reflect with your issuing bank. After this period if you have still not received your refund please let us know.
4. As long as the card account is still open your refund will still go back to that card. We can still process a refund to the same card even if it has been lost, stolen, or canceled. We cannot refund your order to another card or payment method. If there has been an error with your refund, just let us know and we will resolve this for you. First, we would recommend checking that there were no discounts applied at the time of sale and that your delivery charge should have been eligible for a refund if it is related to returned items.
5. Refunds will be credited to the original tender used to process the payment.
6. If you receive an email to inform you that your order was unsuccessful and has been canceled, it is unlikely that any money was transferred from your account. Authorization may have occurred, which is just a temporary hold on the funds, and no money has been transferred. In this scenario the hold will be lifted automatically within 48 hours, however, this may take longer to reflect with your issuing bank. If you have any concerns or questions as to whether your card was charged or ‘authorized’ just let us know.

For further clarifications or any questions related to Refund may please be addressed at support@trouvessa.com

For any urgent clarifications, please don’t hesitate to reach out to us by email at support@trouvessa.com OR via WhatsApp + 971 56 3240967 along with your order number & we’ll try our best to help you.