The provision of goods and services by House Of Troy (Pty) Ltd. is subject to availability. In cases of unavailability, House Of Troy (Pty) Ltd. will contact you with options but we will never substitute your order without your consent.

At House Of Troy (PTY) Ltd., all our products are unused and in their original packaging.  However, due to manufacturer or logistics errors, defects or problems may occur and we’ll do our very best to resolve your issue as soon as possible.

An order can be cancelled if payment has not been made yet for the order by the customer. Once payment has been made by the customer for an order, the order can only be cancelled before the order has been dispatched by House Of Troy (Pty) Ltd.

A delivery being delayed is not grounds for return or refund, as we have completed our process and the parcel is no longer in our team’s hands.

If a product is damaged or broken when you receive it, you must inform House Of Troy (Pty) Ltd. within one (1) working day of receiving it. We will then make arrangements for a replacement product to be sent to you on our account or to refund you in full for the damaged or broken product. Your refund claim must be accompanied by images taken of the damaged or broken product. Claim information must be emailed to admin@houseoftroy.co.za

Refunds will be processed as soon as the item is received by us. Refunds may take 2-7 business days to show on your credit/debit card statement.

All products are sold with a 7-day satisfaction guarantee. If you are not completely happy with a product that you received with your order, you can contact us within 7 days of receipt with the reason for dissatisfaction. If the product is in its original sealed state we will issue a return number and a return delivery address. Shipping costs for the return will be for your account. Upon receipt, we will inspect the item and if it is in its original sealed state, we will refund you the value of the product. If you have opened and/or used the product and are not satisfied, we will pass your feedback onto the supplier of the product. The supplier’s remedy is then up to their own discretion and House Of Troy (Pty) Ltd. itself will not be held responsible for issuing a refund.

If you receive the wrong product you must contact House Of Troy (Pty) Ltd. within one working day. We will check our system to see whether a miss pick has occurred. If there was a miss pick we will arrange to swap the ‘wrong’ product for the one actually ordered on our account.

To follow up on claims, please feel free to email us at admin@houseoftroy.co.za