Refund Policy

Fair and transparent refund process for all users

Important Notice

All refund requests are processed through our escrow system. Funds are released to vendors only after buyer confirmation or dispute resolution.

1. Refund Eligibility

You may be eligible for a refund if:
Product Issues
  • Item significantly different from description
  • Product is defective or damaged
  • Wrong item received
Delivery Problems
  • Item never arrived
  • Package arrived empty or tampered
  • Significant delivery delays
Vendor Non-Compliance
  • Vendor cancelled order after payment
  • Vendor fails to ship within stated timeframe
  • Vendor unresponsive to inquiries
Payment Errors
  • Duplicate charges
  • Incorrect amount charged
  • Payment failed but amount debited

2. Refund Process

1
Contact the Vendor First

Navigate to your order history and use the "Contact Vendor" button. Explain the issue and request a resolution. Many issues can be resolved directly with the vendor.

Timeframe: Wait 2-3 business days for vendor response

2
Open a Dispute

If the vendor doesn't respond or refuses a fair resolution, open a dispute through your order page. Click "Open Dispute" and provide details:

  • Clear description of the problem
  • Photos/videos of the issue (if applicable)
  • Any communication with the vendor
  • Expected resolution (refund, replacement, etc.)

Timeframe: Open disputes within 7 days of delivery

3
Truvano Review

Our support team will review your dispute, examine evidence from both parties, and make a fair decision based on our policies and vendor guidelines.

Timeframe: Disputes resolved within 3-5 business days

4
Refund Processing

If approved, refunds are processed to:

  • Truvano Wallet: Instant credit (recommended)
  • Original Payment Method: 5-10 business days for bank processing

Note: Payment gateway fees (1.5% + ₦100) are non-refundable

3. Non-Refundable Items

The following items are generally not eligible for refunds:
  • Digital products/services after download or access
  • Customized or personalized items made to order
  • Perishable goods (food, flowers, etc.)
  • Items marked as "non-refundable" in listing
  • Buyer's remorse or change of mind (unless vendor agrees)
  • Subscription fees or promotion fees

4. Return Shipping

For physical products requiring return:

  • Buyer pays return shipping for change of mind
  • Vendor pays return shipping for defective items
  • Use trackable shipping method
  • Keep proof of shipment
  • Original packaging preferred

Need Help with a Refund?

Our support team can guide you through the refund process.

Contact Support View Orders