Fulfillment Policy

1. Refund Policy

• Eligibility: Customers are eligible for a full refund if the product is significantly different from its description, damaged upon arrival, or if they did not receive their order within the specified delivery timeframe.
• Time Frame: Refund requests must be made within 30 days from the purchase date.
• Process: Customers should contact customer service with their order number, the reason for the refund, and any supporting evidence (photos, description of the issue). Upon approval, refunds will be processed to the original method of payment within 7-10 business days.
• Exceptions: Custom-made or personalized items are only eligible for a refund if defective or damaged.

2. Delivery Policy

• Regions Covered: Clearly state the geographic areas you serve. Include international regions if applicable, along with specific exclusions.
• Shipping Methods: Offer various shipping options (standard, express, overnight) with estimated delivery times and costs.
• Processing Times: Orders typically processed within 1-2 business days. Custom orders may take longer; specify the expected timeline.
• Tracking: Provide customers with tracking information once their order is shipped.
• Special Conditions: Highlight any delivery exceptions or conditions, such as delivery during holidays or to remote areas.

3. Return Policy

• Eligibility: Items must be in their original condition and packaging, with all tags attached. Custom or personalized items may be exempt unless defective.
• Time Frame: Returns should be initiated within 30 days of receipt.
• Process: Instructions for initiating a return, including where to send items and how to label packages. Specify if you offer free returns or if the customer bears the shipping costs.
• Refunds or Exchanges: State whether you offer refunds, exchanges, or store credit for returned items.

4. Cancellation Policy

• Subscriptions: For subscription-based services, allow customers to cancel anytime online or via customer service. Detail any deadlines for cancellation to avoid the next billing cycle.
• Reservations/Appointments: Provide a time frame for penalty-free cancellations (e.g., 24 hours before the scheduled time). Mention any fees for late cancellations or no-shows.
• Pre-orders or Custom Orders: Outline the conditions under which these orders can be cancelled and any potential restocking fees.

Implementation Tips

• Transparency: Clearly display these policies on your website, ideally on a dedicated "Policies" page accessible from the homepage and checkout page.
• Customer Service: Ensure your customer service team is well-versed in these policies and can handle inquiries and disputes professionally.
• Feedback Loop: Regularly review and adjust your policies based on customer feedback and operational efficiency to improve satisfaction and trust.

By establishing clear policies and communicating them effectively, Trova Local can build a trustworthy relationship with its customers, reduce the likelihood of disputes, and create a smooth fulfillment process that benefits both the business and its customers.