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Everything you need to know about delivery, returns, and refunds
Last Updated: 13th December, 2025
At Trooworths Retail Outlets Ltd. ("Company", "we", "us", or "our"), we are committed to delivering your orders promptly and ensuring your complete satisfaction with every purchase. This Shipping and Return Policy outlines the terms and conditions governing delivery of products ordered from our website www.trooworths.com ("Website"), as well as our procedures for returns, refunds, and exchanges.
By placing an order on our Website, you acknowledge that you have read, understood, and agree to be bound by this Policy. This Policy forms part of our Terms and Conditions.
Trooworths Retail Outlets Ltd. is a company registered in Nigeria with Company Registration Number RC 8725932.
This section covers all aspects of order processing, shipping, and delivery of products purchased from our Website.
2.1 Domestic Shipping: We currently deliver to addresses within Nigeria. Our delivery network covers all 36 states and the Federal Capital Territory (FCT), Abuja.
2.2 Coverage Zones: Our delivery coverage is divided into the following zones:
a) Zone A (Major Cities): Lagos, Abuja, Port Harcourt, Kano, Ibadan - These areas have the fastest delivery times and most competitive shipping rates.
b) Zone B (State Capitals & Major Towns): All other state capitals and major urban centres.
c) Zone C (Other Areas): Semi-urban and rural areas - Delivery times may be longer and additional charges may apply.
2.3 Remote Areas: Some remote locations may have limited delivery options or may require additional delivery time. We will notify you during checkout if your delivery address falls into this category.
2.4 International Shipping: We currently do not offer international shipping. All orders must be delivered to addresses within Nigeria.
3.1 Available Shipping Options: We offer the following shipping methods:
a) Standard Delivery:
• Zone A: 2-4 business days
• Zone B: 3-6 business days
• Zone C: 5-10 business days
b) Express Delivery:
• Zone A: 1-2 business days
• Zone B: 2-3 business days
• Zone C: 3-5 business days
(Available for select locations; additional charges apply)
c) Same-Day Delivery:
• Available only in Lagos and Abuja for orders placed before 12:00 PM
• Subject to product availability and delivery address
• Premium charges apply
3.2 Business Days: Business days are Monday through Friday, excluding public holidays in Nigeria. Orders placed on weekends or public holidays will be processed on the next business day.
3.3 Estimated Delivery Times: The delivery times provided are estimates only and are not guaranteed. Actual delivery times may vary due to factors beyond our control, including but not limited to weather conditions, public holidays, transportation disruptions, high order volumes during peak periods, and logistics partner delays.
3.4 Order Processing Time: Orders are typically processed within 1-2 business days after payment confirmation. During peak periods (such as sales events, Black Friday, or festive seasons), processing times may be extended.
4.1 Cost Calculation: Shipping costs are calculated based on the following factors:
a) Your delivery location (zone)
b) The total weight and dimensions of your order
c) The shipping method selected
d) Any special handling requirements
4.2 Display of Costs: The applicable shipping cost will be calculated and displayed at checkout before you complete your order. You will have the opportunity to review and confirm the shipping cost before making payment.
4.3 Free Shipping: We may offer free shipping on orders that meet certain criteria, such as minimum order value thresholds. Free shipping promotions, when available, will be clearly displayed on our Website and applied automatically at checkout if your order qualifies.
4.4 Multiple Items: For orders containing multiple items, we may ship items separately depending on availability and warehouse location. You will not be charged additional shipping for split shipments resulting from our operational decisions.
4.5 Large or Heavy Items: Oversized or heavy items may incur additional shipping charges. These will be clearly indicated on the product page and at checkout.
5.1 Tracking Information: Once your order has been dispatched, we will send you a confirmation email containing your tracking number and a link to track your shipment.
5.2 Tracking Your Order: You can track your order by:
a) Logging into your Account and viewing your order history
b) Using the tracking link provided in your dispatch confirmation email
c) Contacting our Customer Support team with your order number
5.3 Tracking Updates: Tracking information is provided by our logistics partners and may not be updated in real-time. There may be delays between the actual movement of your package and the tracking update.
5.4 Delivery Notifications: We will attempt to notify you via SMS or email when your order is out for delivery and when it has been delivered.
6.1 Delivery Address: Please ensure that you provide a complete and accurate delivery address. We are not responsible for delays or failed deliveries resulting from incorrect or incomplete address information.
6.2 Recipient: Packages may be received by any adult at the delivery address. If no one is available to receive the package, our delivery partner may:
a) Leave the package with a neighbour or building security (where appropriate)
b) Attempt redelivery on the next business day
c) Leave a delivery notice with instructions for collection or rescheduling
6.3 Proof of Delivery: Our delivery partners may require a signature or other confirmation upon delivery. This serves as proof that the package was delivered to the specified address.
6.4 Failed Delivery Attempts: After multiple failed delivery attempts, the package may be returned to our warehouse. In such cases, you may be required to pay additional shipping charges for redelivery.
6.5 Special Delivery Instructions: If you have specific delivery instructions (such as a preferred delivery time or security gate code), please include them in the designated field during checkout. While we will make reasonable efforts to accommodate your instructions, we cannot guarantee that all requests can be fulfilled.
7.1 Transfer of Risk: All products purchased from our Website are shipped pursuant to a shipment contract. The risk of loss and title for products pass to you upon delivery to the carrier.
7.2 Insurance: We recommend that you consider purchasing shipping insurance for high-value orders. While we take care to package all items securely, we cannot be held responsible for damage or loss that occurs during transit after the package has been handed over to the carrier.
7.3 Claims: If your package is lost or damaged during transit, please contact us within 48 hours of the expected delivery date (for lost packages) or within 48 hours of receipt (for damaged packages). We will work with our logistics partners to investigate and resolve the issue.
8.1 Inspection Requirement: You must inspect all products upon delivery. Before signing for or accepting delivery, please check the external packaging for any visible signs of damage.
8.2 Damaged Packaging: If the external packaging appears damaged upon delivery, you may:
a) Refuse to accept the delivery and note the damage with the delivery personnel
b) Accept the delivery but note the damage on the delivery receipt before signing
c) Take photographs of the damaged packaging as evidence
8.3 Notification Period: If a product is damaged or defective upon delivery, you must notify us within 48 hours of receipt. Failure to notify us within this timeframe may affect your ability to return the product or receive a refund.
8.4 Reporting Damage: To report a damaged or defective product, please contact our Customer Support team with your order number, a description of the issue, and clear photographs showing the damage.
This section covers our policies and procedures for returning products purchased from our Website.
9.1 Satisfaction Guarantee: We want you to be completely satisfied with your purchase. If you are not satisfied with a product, you may return it within seven (7) days of delivery, subject to the conditions outlined in this Policy.
9.2 Return Window: The 7-day return period begins on the date the product is delivered to you (as recorded in our delivery tracking system). Returns requested after this period will not be accepted except in cases of defective products covered by warranty.
9.3 Conditions for Return: To be eligible for a return, products must meet ALL of the following conditions:
a) The product must be unused and in the same condition as when you received it
b) The product must be in its original packaging
c) All tags, labels, and seals must be attached and intact
d) All accessories, manuals, and free gifts that came with the product must be included
e) The product must not show any signs of wear, damage, or alteration
9.4 Proof of Purchase: You must provide proof of purchase (order confirmation email, receipt, or order number) when requesting a return.
The following categories of products are NOT eligible for return except where they are defective or damaged upon delivery:
a) Perishable Goods: Food items, flowers, plants, and other products with limited shelf life.
b) Personalised or Custom Items: Products that have been customised, engraved, monogrammed, or made to your specifications.
c) Intimate Apparel: Underwear, swimwear, lingerie, and similar items for hygiene reasons.
d) Digital Products: Software, digital downloads, e-books, gift cards, and other electronically delivered products.
e) Health and Personal Care Items: Products where the seal has been broken, including cosmetics, skincare, perfumes, and personal hygiene products.
f) Hazardous Materials: Products containing flammable liquids, gases, or other hazardous materials.
g) Sealed Audio/Video/Software: Items where the original seal has been broken.
h) Clearance and Final Sale Items: Products clearly marked as "Final Sale", "Non-Returnable", or "Clearance" at the time of purchase.
i) Items Damaged by Customer: Products damaged due to misuse, abuse, neglect, or failure to follow care instructions.
Please check the product page for any specific return restrictions before making your purchase.
11.1 Step 1 - Contact Us: To initiate a return, you must first contact our Customer Support team through one of the following methods:
Email: Contact Support
Phone: Our customer service hotline
Online: Through your Account dashboard under "My Orders"
11.2 Step 2 - Provide Information: When contacting us, please provide:
a) Your order number
b) The product(s) you wish to return
c) The reason for return
d) Photographs of the product (especially for damaged or defective items)
11.3 Step 3 - Return Authorization: Our team will review your request and, if approved, issue a Return Merchandise Authorization (RMA) number along with instructions for returning the product. Returns without a valid RMA number will not be accepted.
11.4 Step 4 - Package the Item: Securely package the product in its original packaging (if available) or suitable alternative packaging to prevent damage during transit.
11.5 Step 5 - Ship the Return: Send the package to the address provided in your return instructions. Clearly write the RMA number on the outside of the package.
11.6 Step 6 - Confirmation: Once we receive and inspect your returned product, we will notify you via email of the status of your return and any applicable refund.
12.1 Customer Responsibility: You are responsible for the cost of return shipping unless the return is due to:
a) Our error (e.g., we sent the wrong product or size)
b) A defective or damaged product
c) The product not matching its description on our Website
12.2 Prepaid Return Labels: In cases where we are at fault, we will provide a prepaid return shipping label or arrange for pickup of the product at no additional cost to you.
12.3 Pickup Service: For select locations, we may offer a return pickup service for an additional fee. Please contact our Customer Support team for availability and pricing.
12.4 Shipping Method: We recommend using a trackable shipping service and purchasing shipping insurance for your return. We are not responsible for return packages that are lost or damaged in transit.
12.5 Original Shipping Costs: Original shipping costs paid at the time of purchase are non-refundable unless the return is due to our error or a defective product.
This section covers our policies and procedures for processing refunds.
13.1 Inspection: Once we receive your returned product, our team will inspect it to verify that it meets our return conditions. This inspection typically takes 2-3 business days.
13.2 Approval Notification: After inspection, we will notify you via email of the approval or rejection of your refund. If rejected, we will explain the reason and discuss available options.
13.3 Processing Time: If your refund is approved, it will be processed within 7-14 business days from the date of approval. The refund will be credited to your original payment method.
13.4 Bank Processing: Please note that your bank or payment provider may take additional time to process and reflect the refund in your account. This is beyond our control and may take an additional 5-10 business days depending on your financial institution.
13.5 Refund Confirmation: We will send you a confirmation email once the refund has been initiated from our end, including the refund amount and transaction reference.
14.1 Full Refund: You will receive a full refund of the product price if:
a) The return meets all conditions specified in this Policy
b) The return is due to our error or a defective product (including original shipping costs)
14.2 Partial Refund: We may issue a partial refund in the following circumstances:
a) The product shows signs of use or wear
b) The product is returned without original packaging, tags, or accessories
c) The product has minor damage that was not reported at the time of delivery
14.3 Deductions: Any applicable deductions (such as restocking fees or value reduction due to condition) will be clearly communicated to you before the refund is processed.
14.4 Promotional Items: If your order included promotional discounts or free gifts, the refund amount may be adjusted to reflect the actual value paid after discounts.
15.1 Original Payment Method: Refunds are processed to the original payment method used for the purchase:
a) Card Payments: Refunds will be credited to the same card used for the purchase.
b) Bank Transfers: Refunds will be transferred to the originating bank account.
c) Mobile Money/Wallet: Refunds will be credited to the same mobile money or wallet account.
15.2 Alternative Refund Methods: If the original payment method is no longer available (e.g., expired card), please contact our Customer Support team to arrange an alternative refund method.
15.3 Store Credit: As an alternative to a monetary refund, you may choose to receive store credit for use on future purchases. Store credit is issued instantly upon approval and does not expire.
This section covers our policies and procedures for exchanging products.
16.1 Exchange Option: If you wish to exchange a product for a different size, colour, or variant, please contact our Customer Support team. We will do our best to accommodate your request.
16.2 Availability: Exchanges are subject to availability of the desired item. If the item you want is out of stock, you may choose to:
a) Wait for the item to be restocked
b) Select a different item of equal or greater value
c) Request a refund instead
16.3 Exchange Process: To request an exchange:
a) Contact our Customer Support team within 7 days of delivery
b) Provide your order number and specify the item you wish to receive
c) Return the original product following our return procedures
d) Once we receive and approve the return, we will ship the replacement item
16.4 Price Differences: If the replacement item is more expensive, you will need to pay the difference. If it is less expensive, we will refund the difference to your original payment method.
16.5 Exchange Shipping: For exchanges due to our error or defective products, we will cover the shipping costs both ways. For all other exchanges, you are responsible for the cost of returning the original item, and we will cover the cost of shipping the replacement.
17.1 Reporting Defects: If you receive a product that is defective or damaged, please contact us immediately (within 48 hours of delivery) with:
a) Your order number
b) A description of the defect or damage
c) Clear photographs showing the issue
17.2 Resolution Options: For defective or damaged products, we will offer you one of the following options:
a) Full refund including any shipping costs paid
b) Replacement with an identical product (subject to availability)
c) Repair of the product (where applicable)
d) Store credit for the full purchase amount
17.3 Return of Defective Items: We will provide a prepaid shipping label or arrange pickup for defective or damaged products at no cost to you.
17.4 Warranty Claims: Some products may come with manufacturer warranties that provide additional protection beyond our return policy. Please refer to the product documentation for warranty information.
If you have any questions about our Shipping and Return Policy, please contact us:
Trooworths Retail Outlets Ltd.
Company Registration: RC 8725932
Website: www.trooworths.com
Customer Support:
Email: Contact Support
Returns Department:
Email: Contact Support
Our Customer Support team is available Monday through Friday, 8:00 AM to 6:00 PM (WAT), and Saturday 9:00 AM to 3:00 PM (WAT).
This Shipping and Return Policy should be read in conjunction with:
In the event of any conflict between this Policy and our Terms and Conditions, the Terms and Conditions shall prevail.
Our customer support team is ready to assist you with shipping inquiries and return requests.
Contact Support
By continuing, you agree to Trooworths' Terms & Conditions and Privacy Policy