No Returns, Only Exchanges

Last updated: June 24, 2024

At The Big Trove, we prioritize customer satisfaction and strive to ensure that all our products reach you in perfect condition. However, we understand that sometimes issues may arise during shipping. To address this, we have established a clear and straightforward exchange policy for damaged items.

Conditions for Exchange

Damaged During Shipping:

  • If you receive a product that is damaged during shipping, you are eligible for an exchange.
  • Exchanges are only available for the same product or a product of equal value if the original product is out of stock.

Opening Video Requirement:

  • To be eligible for an exchange, you must provide a video recording of the package being opened.
  • This video serves as proof that the damage occurred during shipping and was not caused after the product was received.

Exchange Process

Step 1: Contact Us

  • Reach out to our customer service team within 48 hours of receiving the damaged product.
  • Provide your order number, a description of the damage, and the opening video.

Step 2: Review and Approval

  • Our team will review the provided video and information.
  • If the damage is confirmed to have occurred during shipping, we will approve the exchange.

Step 3: Return the Damaged Product

  • You will receive instructions on how to return the damaged product to us.
  • Please ensure the product is securely packaged to prevent any further damage during the return process.

Step 4: Receive Your Exchange

  • Once we receive the damaged product, we will process your exchange.
  • You will receive a notification once the replacement product has been shipped.

Important Notes

  • Time Frame: All exchange requests must be made within 48 hours of receiving the damaged product. Requests made after this period may not be eligible for exchange.
  • Same Product Exchange: Exchanges are only allowed for the same product. If the original product is out of stock, an exchange for a product of equal value will be offered.
  • No Returns: We do not accept returns for any reason other than shipping damage. Exchanges are the only option available under this policy.

Contact Information

For any inquiries or to initiate an exchange, please contact our customer service team at:

  • Email:  inc.imperium7@gmail.com
  • Phone: +91-9811887142

Thank you for shopping with The Big Trove. We appreciate your understanding and cooperation with our exchange policy.