Returns & Replacements

Return Eligibility

At Trooworths, we want you to be completely satisfied with your purchase. If you're not happy with your order, you may be eligible for a return or replacement. To qualify for a return, please ensure the following conditions are met:

Non-Returnable Items

For hygiene, safety, and other reasons, certain categories of products cannot be returned or exchanged unless they arrive damaged or defective. These include:

Exception: Non-returnable items that arrive damaged, defective, or are different from what was ordered are eligible for replacement or refund. Please report such issues within 48 hours of delivery with photographic evidence.

Replacement Policy

We offer hassle-free replacements for items that meet the following criteria:

1. Damaged During Shipping:

If your item arrives damaged due to shipping or handling, we will replace it at no additional cost. Please report the damage within 48 hours of delivery and provide clear photographs of the damaged item and packaging.

2. Wrong Item Received:

If you receive an item different from what you ordered (wrong size, colour, or entirely different product), we will send the correct item and arrange for the return of the incorrect item at our expense.

3. Manufacturing Defects:

Items with manufacturing defects discovered within 14 days of delivery are eligible for replacement. Defects must not be caused by normal wear and tear, misuse, or improper care.

4. Missing Items or Accessories:

If your order arrives with missing items or accessories that were supposed to be included, contact us immediately. We will ship the missing components at no extra charge.

Refund Policy

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed as follows:

Refund Methods:

• Original Payment Method: Refunds are typically credited back to the original payment method used for the purchase.
• Bank Transfer: If the original payment method is unavailable, we will process a direct bank transfer to your account.
• Store Credit: You may opt for store credit, which can be used for future purchases and never expires.

Refund Processing Time:

• Refund approval: 1-3 business days after item inspection
• Credit to payment method: 5-7 business days after approval
• Bank transfers may take an additional 2-3 business days depending on your bank

Refund Amounts:

• Full Refund: For items returned in original condition within the return window, or for damaged/defective items
• Partial Refund: Items returned with minor damage, missing tags, or without original packaging may receive a partial refund (up to 30% deduction)
• Shipping Costs: Original shipping costs are non-refundable unless the return is due to our error (wrong item, defective product, etc.)

Return Shipping

The cost and method of return shipping depends on the reason for the return:

Return Options:

• Store Drop-off (FREE): Drop off your return at any of our store locations in Victoria Island or Anthony, Lagos
• Scheduled Pickup: We can arrange pickup from your location (fees may apply)
• Self-Ship: Ship the item to our returns centre using a courier of your choice (keep tracking information)

Exchange Policy

Want a different size, colour, or variant? We offer easy exchanges for eligible items:

How Exchanges Work:

1. Initiate an exchange request through your account within 7 days of delivery
2. Select the new size, colour, or variant you want
3. If there's a price difference, you'll pay the additional amount or receive store credit
4. Once we receive your original item, we'll ship the new item immediately

Exchange Conditions:

• Item must be unused, unworn, and in original condition with all tags
• Exchange is subject to availability of the desired variant
• Only one exchange per item is allowed
• Exchanged items follow the same return policy from the new delivery date

Damaged or Defective Items

We take quality seriously. If you receive a damaged or defective item, here's what to do:

Immediate Steps:

1. Document the Issue: Take clear photographs of the damage/defect from multiple angles, including the packaging
2. Report Quickly: Contact us within 48 hours of delivery for damaged items
3. Keep Everything: Retain all packaging materials until your claim is resolved
4. Don't Use the Item: Using a defective item may void your claim

Required Documentation:

• Order number and delivery date
• Clear photos of the damage or defect
• Photos of the packaging (especially if damaged during shipping)
• Brief description of the issue

Resolution Options:

For verified damaged or defective items, you may choose:

• Full Replacement: We'll send a new item at no cost
• Full Refund: Get your money back to your original payment method
• Store Credit + Bonus: Receive store credit plus a 10% bonus for the inconvenience

Need Help with Returns?

Our customer support team is here to assist you with any return or replacement queries:

Email: Contact Support
Phone: +234 904 410 0001
Support Hours: Monday - Saturday, 8 AM - 8 PM (WAT)

Store Locations for Drop-offs:

• Victoria Island: Victoria Island, Lagos
• Anthony: Anthony, Lagos
• Ikoyi: Ikoyi, Lagos.

For unresolved issues, please refer to our Dispute Resolution Policy for escalation procedures.