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Our commitment to fair and efficient resolution of any disputes
Last Updated: 13th December, 2025
At Trooworths Retail Outlets Ltd. ("Company", "we", "us", or "our"), we are committed to providing exceptional products and services to our customers. However, we understand that disputes may occasionally arise. This Dispute Resolution Policy ("Policy") outlines the procedures we follow to resolve disputes fairly, efficiently, and amicably.
This Policy applies to all disputes arising from or relating to purchases made on our website www.trooworths.com ("Website"), including disputes regarding products, orders, deliveries, refunds, payments, and any other matters connected to your use of our services.
We believe that most disputes can be resolved through open communication and mutual understanding. Our goal is to address your concerns promptly and reach a satisfactory resolution without the need for formal legal proceedings.
Trooworths Retail Outlets Ltd. is a company registered in Nigeria with Company Registration Number RC 8725932.
For the purposes of this Policy:
"Dispute" means any disagreement, claim, or controversy arising out of or relating to your purchase, use of our services, these policies, or any related matter.
"Complainant" refers to the party (Customer or Trooworths) that initiates the dispute resolution process.
"Respondent" refers to the party against whom the complaint or dispute is raised.
"Customer", "You", or "Your" refers to any individual or entity that has made a purchase on our Website or used our services.
"Resolution" means any outcome, agreement, or decision that concludes the dispute, whether through negotiation, mediation, or arbitration.
"Business Days" means Monday through Friday, excluding public holidays in Nigeria.
This Dispute Resolution Policy covers, but is not limited to, the following types of disputes:
a) Product quality issues, defects, or damages.
b) Incorrect or incomplete orders.
c) Delivery delays, non-delivery, or delivery to wrong addresses.
d) Payment processing issues, including unauthorized charges or billing errors.
e) Refund disputes or delays.
f) Account-related issues, including suspension or termination.
g) Advertising or promotional disputes.
h) Privacy and data protection concerns.
i) Any other matters arising from your use of our Website or services.
4.1 Initial Contact: If you have a complaint or dispute, we encourage you to first contact our Customer Support team. Most issues can be resolved quickly through direct communication. You may reach us through:
Email: Contact Support
Phone: Our customer service hotline (available during business hours)
Website: Through the "Contact Us" page or your Account dashboard
4.2 Information Required: When submitting a complaint, please provide:
a) Your full name and contact information.
b) Order number(s) related to the dispute.
c) A clear description of the issue or complaint.
d) Any supporting evidence (photographs, screenshots, receipts, etc.).
e) Your preferred resolution or outcome.
4.3 Acknowledgement: Upon receiving your complaint, our Customer Support team will acknowledge receipt within two (2) Business Days and provide you with a reference number for tracking purposes.
4.4 Investigation: Our team will investigate your complaint thoroughly and fairly. We may contact you for additional information or clarification during this process.
4.5 Response Time: We aim to resolve complaints within seven (7) Business Days from the date of acknowledgement. For complex matters requiring additional investigation, we will notify you of any delays and provide an estimated resolution timeframe.
5.1 When to Escalate: If you are not satisfied with the resolution provided by our Customer Support team, or if your complaint has not been resolved within the specified timeframe, you may escalate the matter to our Dispute Resolution Team.
5.2 Escalation Process: To escalate your dispute, please send a written request to:
Email: admin@trooworths.com
Subject Line: "Escalation Request - [Your Reference Number]"
5.3 Escalation Content: Your escalation request should include:
a) Your original complaint reference number.
b) A summary of the issue and previous communications.
c) Reasons why you are dissatisfied with the initial response.
d) Your desired resolution.
5.4 Management Review: Our Dispute Resolution Team, which includes senior management representatives, will review your case within five (5) Business Days and provide a detailed response addressing your concerns.
5.5 Final Internal Decision: The decision provided by our Dispute Resolution Team represents our final internal position on the matter. If you remain dissatisfied, you may proceed to external dispute resolution mechanisms as outlined below.
6.1 Voluntary Mediation: If the dispute remains unresolved after internal escalation, either party may propose mediation as an alternative to formal legal proceedings. Mediation is a voluntary, confidential process where a neutral third party (the mediator) helps both parties reach a mutually acceptable resolution.
6.2 Appointment of Mediator: The parties shall attempt to agree on a qualified mediator. If agreement cannot be reached within fourteen (14) days, either party may request the appointment of a mediator through the Lagos Multi-Door Courthouse (LMDC) or another recognized mediation centre in Nigeria.
6.3 Mediation Venue: Mediation sessions shall take place in Lagos, Nigeria, unless both parties agree to an alternative location or virtual mediation.
6.4 Mediation Procedure: The mediation shall be conducted in accordance with the rules of the chosen mediation centre. Each party shall present their case, and the mediator will facilitate discussions to help reach a settlement.
6.5 Mediation Outcome: Any agreement reached through mediation shall be documented in writing and signed by both parties. Such agreement shall be binding upon the parties.
6.6 Mediation Costs: The costs of mediation, including mediator fees and venue costs, shall be shared equally between the parties unless otherwise agreed. Each party shall bear their own legal and representation costs.
7.1 Arbitration Agreement: If mediation fails or is declined by either party, any dispute arising out of or relating to your use of our services shall be resolved through binding arbitration in accordance with the Arbitration and Conciliation Act, Cap A18, Laws of the Federation of Nigeria, 2004.
7.2 Arbitration Rules: The arbitration shall be administered by the Lagos Court of Arbitration (LCA) or another mutually agreed arbitration institution, in accordance with its applicable rules.
7.3 Appointment of Arbitrator: The arbitration shall be conducted by a single arbitrator appointed in accordance with the rules of the administering institution. If the parties cannot agree on an arbitrator within fourteen (14) days, the arbitrator shall be appointed by the institution.
7.4 Seat of Arbitration: The seat of arbitration shall be Lagos, Nigeria. The language of the arbitration shall be English.
7.5 Arbitration Award: The arbitrator's decision shall be final and binding on both parties. The arbitrator may award monetary damages, specific performance, or any other appropriate remedy.
7.6 Enforcement: The arbitration award may be enforced in any court of competent jurisdiction in Nigeria or elsewhere as permitted by law.
7.7 Arbitration Costs: The costs of arbitration shall be allocated as determined by the arbitrator. Typically, the losing party may be required to bear a larger share of the costs, but the arbitrator has discretion in this regard.
8.1 You agree that any dispute resolution proceedings will be conducted only on an individual basis and not in a class, consolidated, or representative action.
8.2 You waive any right to participate in a class action lawsuit or class-wide arbitration against Trooworths Retail Outlets Ltd.
8.3 If this class action waiver is found to be unenforceable, then the entirety of the arbitration agreement shall be null and void, and the dispute shall be resolved in the courts as specified in this Policy.
9.1 Initial Complaint: Complaints should be submitted within thirty (30) days of the incident or discovery of the issue giving rise to the dispute. While we will consider complaints submitted after this period, delayed submissions may affect our ability to investigate and resolve the matter.
9.2 Escalation Deadline: Requests for escalation must be submitted within fourteen (14) days of receiving the initial resolution from Customer Support.
9.3 External Resolution: Any claim or dispute must be brought within one (1) year from the date the cause of action arises. Failure to bring a claim within this period shall result in the claim being permanently barred.
9.4 Extensions: Timeframes may be extended by mutual written agreement of both parties.
10.1 All dispute resolution proceedings, including internal complaints, escalations, mediation, and arbitration, shall be treated as confidential.
10.2 Neither party shall disclose any information relating to the dispute, the proceedings, or any settlement to any third party, except as required by law, to enforce any resolution or award, or with the written consent of the other party.
10.3 This confidentiality obligation shall survive the conclusion of the dispute resolution process.
11.1 Both parties agree to participate in the dispute resolution process in good faith and to make reasonable efforts to resolve the dispute.
11.2 This includes responding to communications promptly, providing requested information honestly and completely, and considering reasonable settlement proposals.
11.3 Failure to participate in good faith may be considered by any mediator or arbitrator in determining the outcome and allocation of costs.
Depending on the nature of the dispute and the findings, the following remedies may be available:
a) Refund: Full or partial refund of the purchase price.
b) Replacement: Replacement of defective or incorrect products.
c) Store Credit: Credit applied to your Trooworths account for future purchases.
d) Repair: Repair of defective products where applicable.
e) Compensation: Monetary compensation for losses directly caused by our fault.
f) Apology: Formal acknowledgement of error and apology where appropriate.
g) Policy Changes: Implementation of measures to prevent similar issues in the future.
The specific remedy or combination of remedies will depend on the circumstances of each case.
13.1 Governing Law: This Policy and any disputes arising under it shall be governed by and construed in accordance with the laws of the Federal Republic of Nigeria, without regard to its conflict of law principles.
13.2 Exclusive Jurisdiction: Subject to the arbitration provisions above, you agree that any legal action or proceeding that cannot be resolved through mediation or arbitration shall be brought exclusively in the courts located in Lagos, Nigeria.
13.3 Consent to Jurisdiction: You consent to the personal jurisdiction of such courts and waive any objection to the laying of venue in such courts.
14.1 Notwithstanding the above, either party may seek injunctive or other equitable relief from a court of competent jurisdiction to prevent the actual or threatened infringement, misappropriation, or violation of intellectual property rights.
14.2 Nothing in this Policy shall prevent either party from reporting violations of law to appropriate governmental authorities or cooperating with such authorities in investigations.
14.3 Disputes involving allegations of criminal activity are not covered by this Policy and may be referred to appropriate law enforcement authorities.
We reserve the right to modify this Dispute Resolution Policy at any time. Any changes will be effective immediately upon posting the updated Policy on our Website.
We will notify you of significant changes by updating the "Last Updated" date at the top of this page. For material changes, we may also send you an email notification.
Your continued use of our Website after any such changes constitutes your acceptance of the updated Policy. We encourage you to review this Policy periodically.
Disputes that arose before any modification will be governed by the Policy in effect at the time the dispute arose.
This Dispute Resolution Policy should be read in conjunction with our:
In the event of any conflict between this Policy and our Terms and Conditions, the Terms and Conditions shall prevail unless specifically stated otherwise.
If you have any questions about this Dispute Resolution Policy or wish to submit a complaint, please contact us:
Trooworths Retail Outlets Ltd.
Company Registration: RC 8725932
Website: www.trooworths.com
Customer Support:
Email: Contact Support
Dispute Resolution Team:
Email: Contact Admin
We are committed to resolving your concerns and appreciate your patience throughout the dispute resolution process.
Our customer support team is ready to assist you with any concerns or disputes.
Contact Support
By continuing, you agree to Trooworths' Terms & Conditions and Privacy Policy