Troverve's Buyer Protection guarantees your money back if an item doesn't arrive or is significantly not as described. Act within 48 hours of delivery to be eligible.
Refund eligibility
You are eligible for a refund or return if: the item didn't arrive, the item is significantly different from the listing, the item has undisclosed damage, or the seller sent the wrong item. Refunds are not available for change of mind after dispatch.
How to open a dispute
- •Go to 'My Orders' and select the affected order.
- •Tap 'Open a Dispute' — this is only available within 48 hours of the delivery status updating to Delivered.
- •Select the reason: Item not received, Not as described, Wrong item, or Damaged.
- •Upload clear photos or a short video showing the issue.
- •Submit the dispute — Troverve will review within 24 hours.
Returning the item
If Troverve approves your dispute, you'll be asked to return the item to the seller. Troverve provides a prepaid return shipping label. Package the item securely and drop it off at the designated courier point within 3 business days.
- check_circleOriginal packaging: Return the item in its original packaging where possible.
- check_circleAll accessories: Include all accessories and documentation that came with the item.
- check_circleTracking: Keep your return tracking number until the refund is confirmed.
When will I get my refund?
Once the seller confirms they received the return, your refund is processed within 2 business days. Funds are returned to the original payment method: eSewa wallet, Khalti balance, or bank account. Bank refunds may take 3–5 additional business days depending on your bank.
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