Refund Policy

Fair and transparent refund process

Important Notice

Truvano operates as a marketplace platform connecting buyers and vendors. Refunds are subject to individual vendor policies and our platform guidelines. This policy outlines general principles and our dispute resolution process.

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. How to Request a Refund

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 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 returns:

  • Vendor's Fault: Vendor covers return shipping (wrong item, defective, etc.)
  • Buyer's Preference: Buyer covers return shipping (change of mind)
  • Items must be returned in original packaging, unused, with tags attached
  • Obtain return authorization from vendor before shipping
  • Use tracked shipping and retain proof of delivery

Need Help with a Refund?

Our support team is here to assist you with any refund-related questions or concerns.

Contact Support View Orders