Terms of Sale

These terms apply when you buy a product on Trove at troveathome.com. They are written in plain English on purpose. Please read them before you place an order. Booking a service on the Services Marketplace is covered by the separate Services Terms, and how we handle your personal data is set out in the Privacy Policy.

Trove and Trove at Home are brand names of Serein Consultancy LLC, a limited liability company licensed by Sharjah Media City (Shams), licence no. 2220356.01. In these terms, Trove, we and us mean Serein Consultancy LLC.

1. Who you are buying from

• Trove is a curated marketplace of homeware and handmade pieces. Some pieces come from Trove's own line (the Trove Collection); most are made by independent makers in the Trove Marketplace.
• Trove is the seller of every product you buy on troveathome.com. When your order is confirmed, Trove buys the piece from its maker and sells it to you. Your contract is with Trove, you pay Trove, and Trove is responsible to you for the sale, including returns and refunds.
• Your contract is with Serein Consultancy LLC (licence no. 2220356.01, Sharjah Media City (Shams)), which runs Trove. Its company details are also shown on the About page and the Contact page.

2. Who can buy

You must be 18 or over to open an account or place an order. By placing an order you confirm that you are. We may cancel and refund an order if we learn it was placed by someone under 18.

3. Where we deliver

• Trove delivers to addresses in Dubai, Abu Dhabi and Sharjah only. Checkout will not accept an address outside those three emirates.
• We need a UAE mobile number for every order so the courier can reach you.

4. Prices and payment

• Prices are shown in UAE dirhams (AED). Where Trove is registered for VAT, prices include VAT at the standard rate.
• There is no service fee. Delivery costs AED 30 on orders of AED 200 and below and is free on orders over AED 200. The delivery charge is shown before you pay.
• You pay by card at checkout. Payments are processed securely by Stripe; Trove never sees or stores your full card number.
• We check each price and each piece's availability when you pay. If we have made an obvious pricing error, we will tell you and you can choose whether to go ahead at the correct price or cancel for a full refund.

5. When your order is confirmed

• Your order is confirmed when your payment succeeds and we show the confirmation page. We also email you a receipt.
• Many pieces are one of a kind or made in small batches. If a piece sells out in the moment between your payment starting and it completing, we cancel that order and refund you in full automatically, and we tell you by email.

6. Delivery

• Each piece shows its own delivery estimate — on its page, in your basket and at checkout. It is the time its maker states they need to make or finish and pack it, plus 1–4 days with our courier, counted from confirmation. Pieces are collected from each maker's studio by our courier, so an order with pieces from several makers may arrive in more than one parcel. You can follow every parcel from Your account → Orders.
• Please make sure someone can receive the parcel at the address you give. If the courier cannot deliver, they will contact you on your mobile number to arrange another attempt.
• The piece is yours, and at your risk, once it has been delivered.

7. Handmade and personalised pieces

• Handmade pieces vary a little from one to the next, and from their photographs, in colour, glaze, grain or finish. That variation is part of the piece, not a fault.
• Personalised pieces (for example with a name, initials or a message) are made for you. They can be returned only if they are faulty, damaged or not what you ordered, including a personalisation that does not match what you asked for.

8. Returns and refunds

Full details, with examples, are on the Delivery & Returns page.

• You can ask to return a piece within 15 days of delivery, from Your account → Orders. Choose the pieces going back, tell us why and add at least one photo of what you are sending back (a request cannot be sent without one).
• For a change of mind, the piece must be unused and in its original condition, with its packaging where possible.
• Once we approve the return, our courier collects it from you. You do not need to post anything.
• We refund you once the courier has collected the return. The refund goes back to the card you paid with. Your bank may take a few working days to show it.
• Collection fee: on orders of AED 200 and below, an AED 30 collection fee is deducted from the refund of a change-of-mind return. There is no collection fee when a piece is faulty, damaged or not what you ordered, whatever the order value. On orders over AED 200, collection is free.
• The original delivery charge is refunded when the whole order comes back because it arrived faulty or damaged, was the wrong item or was not as described. In every other case, including any change-of-mind return and a fault return of only part of an order, the delivery charge is kept.

9. Cancelling an order

If you need to cancel, contact us through the Contact page as soon as you can. If the maker has not yet handed the piece to the courier, we will cancel it and refund you in full. Once it is on its way, please use the returns process instead.

10. Your account

• You are responsible for keeping your password private and for what happens under your account. Tell us straight away if you think someone else has used it.
• Please give accurate details. We may suspend an account that is used fraudulently or to abuse the site.

11. Reviews

Only customers who bought a piece can review it. Reviews must be honest and must not be abusive. We remove reviews that are not genuine.

12. Our responsibility to you

• If a piece is faulty, damaged or not as described, we will put it right through the returns process, with a refund and no collection fee (and the delivery charge too when the whole order comes back for that reason).
• To the extent UAE law allows, Trove's total liability for an order is limited to the amount you paid for it, and Trove is not liable for losses that were not foreseeable when you placed the order.
• Nothing in these terms limits your rights as a consumer under UAE law, including Federal Law No. 15 of 2020 on Consumer Protection, or any liability that cannot be limited by law.

13. Changes to these terms

We may update these terms. The version shown when you place an order is the one that applies to that order. The current version is always at troveathome.com/terms.

14. Law and disputes

These terms are governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai. If something goes wrong, please contact us first, and we will do our best to sort it out quickly. If we cannot, the courts of Dubai have jurisdiction. If any part of these terms is found unenforceable, the rest still applies.

15. Contact

Questions about an order, a return or these terms: use the Contact page. Please include your order number (it starts with TRV-) if you have one.