Return and Refund Policy

Updated July 29, 2022

 

This Return and Refund Policy applies to purchases made through the Trusty.com.ng website or any mobile applications operated by Trusty Platforms Solutions (“Trusty”).

 

While our aim is to reach an amicable agreement between buyers and sellers, this Return and Refund Policy applies to cases where an agreement cannot be reached between the parties.

 

Orders Fulfilled by Trusty

This section of the Return and Refund Policy applies to purchases made through Trusty.com.ng that are fulfilled directly by Trusty. Details of the policy for orders fulfilled directly by marketplace sellers are listed below.

 

Return and Refund Eligibility

Unless further restrictions apply as specified in the relevant product category sections below, the following are acceptable reasons to return a product:

 

  • product or packaging is faulty/damaged or not as advertised/described
  • wrong items delivered
  • order specifications are different that the agreed requirements
  • not shipped in accordance with agreed shipping method or address
  • products are counterfeit/fake
  • products are expired or near expiry (perishable products are not included)
  • “near expiry” means if the product shelf life is longer than one year, the product should have minimum 6 months shelf life on delivery; if the product shelf life is shorter than one year, the product should have minimum 25% shelf life on delivery
  • delivery delay
  • when a product you ordered from Trusty becomes unavailable by our sellers (marketplace)
  • change in price during the fulfillment (if you place an order and the price was changed/not updated by the seller)

 

Return Period

you may return products within 14 business days from the date the goods were delivered to you.

 

How to Initiate a Return

To initiate a return, you must send an email to Trusty Customer Support at support@trusty.online  to open a case by quoting the:

 

  • Order or transaction ID;
  • Order value; and
  • Reason for return

 

In the request, you must explain the eligible reason for return and refund, and attach evidence to support the claim (for example, pictures or reports from third parties).

 

Upon receipt of the email, the Trusty Customer Support team will create a Return ID, investigate the claim and share the feedback with you within 48 business hours.

 

If your return case is eligible under the Return and Refund Policy, the necessary actions will be taken and the refund will be processed.

 

Packing and Sending Returns

For returns, please make sure to carefully repackage the item in its original condition, including all original packaging and materials (instruction manuals, accessories, etc.) If a product is being returned as new but has clearly been used, marked, tampered with or damaged prior to its return, we reserve the right to refuse to issue a refund. Please review the relevant product category below for more details.

 

Return Shipping Fees

If the transaction took place within the same location where the seller and the buyer are in the same country, Trusty or the marketplace seller will perform the collection and delivery process. There will be no further cost to the buyer for shipping.

 

but If the transaction was outside, Trusty or the international seller will perform the collection and delivery process. The shipping costs will either be paid by the buyer or the international seller, depending on several factors.

You will be informed of the collection process, timing and costs after you have initiated the return request.

 

How the Refund Will be Received

If the order was fulfilled by Trusty, Trusty will arrange for collection of the products and screen the order in its facilities. If an item is eligible for return, the purchase amount will be credited to your Trusty wallet as  using the same payment method used during the purchase within 7 to 14 working days from the approval of the refund.

 

If Fulfilled by the marketplace, the seller will follow the same procedure. Refund time may vary and usually takes 7 to 14 working days from the approval of the refund, depending on the payment method and depending on the seller’s internal policies.

 

Orders Fulfilled by Marketplace Sellers

For orders made through marketplace sellers, which are fulfilled directly by sellers, there may be additional restrictions and conditions, (for example, “non-cancellable” and non-refundable”), which should be displayed on the product page. Please review the relevant product category below for more details.

 

When you place an order with a third party seller or marketplace, your return and refund request will be sent to the seller. While most sellers adopt Trusty’s policy, some sellers have their own policy. Please make sure to review any individual seller’s policy when placing an order.

 

Category-Specific Policies

Office Supplies

Office supply items must be returned in their original condition, including all original packaging and materials (instruction manuals, accessories, etc.). No marking, no tearing.

Any item which is used or damaged will not be accepted.

 

Consumer Electronics 

Consumer electronics cannot be returned unless the reason is one of the below:

  • fake
  • used
  • manufacturing defect
  • missing parts

Unless there is a manufacturing defect, if the product has been used, or the original seal was removed, Trusty.com.ng will reject the refund and return the product back to you.

If the product is not working due to a manufacturing defect, the original box, information booklet, and all other accessories must be returned.

 

Health & Personal Care 

Health and wellness and personal care products cannot be returned unless the reason is one of the below:

  • damaged
  • expired/near expiry (product must be within 60% shelf life in order to be accepted by buyer)
  • used
  • fake product

 

PLEASE NOTE: Hygiene related products and medical treatment products are not eligible for return. 

 

Beauty & Fragrances 

Beauty and fragrances products cannot be returned unless the reason is one of the below:

  • damaged
  • expired/near expiry
  •  used
  • fake product

 

Baby Centre

Food and beverage baby products can be returned if:

  • products without expiry, expired or near expiry (if the product shelf life is longer than one year, the product should have minimum 6 months shelf life on delivery; if the product shelf life is shorter than one year, the product should have minimum 25% shelf life on delivery)
  • food produce is visibly off, spilled, damaged, or has physically deteriorated product melted or thawed (if frozen).
  • product received in open condition (unusable/unsellable).
  • wrong description, flavor, weight

 

PLEASE NOTE: Baby products eligible for return must be returned with the original packaging, sealed, and unopened.

 

Automotive

Automotive products cannot be returned unless the reason is one of the below:

  • fake
  • used
  • manufacturing defect
  • missing parts

If the product is not working due to a manufacturing defect, the original packaging, information/instructions booklet (if any), and all other accessories must be returned.

If you have purchased an automotive item shipped from and sold by Trusty.com.ng that is defective and is covered by a manufacturer’s published warranty, Trusty.com.ng will either replace the item or refund the cost of the item.

 

Construction & Hardware 

Construction and hardware products cannot be returned unless the reason is one of the below:

  • fake
  • used
  • manufacturing defect
  • missing parts

 

If the product is not working due to a manufacturing defect, the original packaging, information/instructions booklet (if any), and all other accessories must be returned.

If you have purchased an item shipped from and sold by Trusty.com.ng  that is defective and is covered by a manufacturer’s published warranty, Trusty will either replace the item or refund the cost of the item.

 

Fashion & Accessories 

Fashion and accessories products cannot be returned unless the reason is one of the below:

  • counterfeit
  • used
  • damaged or otherwise altered prior to delivery

Apparel products are eligible for return only if they are unused, unworn, unwashed, undamaged, with all their labels and tags completely intact, in original packaging.

All product packaging (boxes, manuals, warranty cards, etc.) and certificates of authenticity, grading, and appraisal must be returned with the item.

All product packaging and certificates of authenticity, grading, and appraisal for precious jewelry must be returned with the product.

Footwear, eyewear, watches, bags and luggage must be returned in their original packaging with all tags completely intact.

Any products returned without the original documentation will be rejected.

 

Home & Garden

Home appliances and furniture cannot be returned unless the reason is one of the below:

  • damaged
  • fake
  • used
  • manufacturing defect
  • missing major parts
  • wrong item

If the product has been used, or the original seal was removed, Trusty will reject the refund and return the product back to you unless there is a manufacturing defect.

If the product is not working due to a manufacturing defect, the original box, information booklet, and all other accessories must be returned.

Home and garden products are accepted for a return only if the product is unopened, free from any damage, and must be in the original packaging.

Products that have been used, altered, assembled, or installed will not be accepted, unless they are defective.

 

Sports & Fitness

Sports accessories cannot be returned unless the reason is one of the below:

  • damaged
  • fake
  • used
  • manufacturing defect
  • missing parts
  • wrong item

Sportswear is eligible for return only if unused, unworn, unwashed, undamaged, with all labels and tags completely intact, in original packaging.

Footwear, eyewear, watches, bags and luggage must be returned in the original packaging with all tags completely intact.

All product packaging (boxes, manuals, warranty cards, etc.) and certificates of authenticity, grading, and appraisal must be returned with the item

 

Machinery & Equipment 

Machinery and equipment cannot be returned unless the reason is one of the below:

  • damaged
  • fake
  • used
  • manufacturing defect
  • missing parts

If the product is not working due to a manufacturing defect, the original packaging, information/instructions booklet (if any), and all other accessories must be returned.

If you have purchased an item shipped from and sold by Trusty.com.ng that is defective and is covered by a manufacturer’s published warranty, Trusty.com.ng will either replace the item or refund the cost of the item for the life of the published warranty.