TrueFinds.com.ng – 7-Day Return, Refund & Exchange Policy
At TrueFinds we want you to love what you buy.
If for any reason you’re not 100% satisfied, you may return, exchange or request a refund within 7 calendar days from the date you received your order.
- Eligibility for Returns / Refunds / Exchanges
• Item must be returned within 7 days of delivery date (as recorded by our courier partner)
• Item must be unused, in original condition, with all tags, labels, hygiene seals (if applicable) still attached
• Product must be in original & undamaged packaging (including box, polybag, fillers, manuals, warranty cards, etc.)
• Include a copy of the invoice/receipt (digital printout is acceptable)
• Footwear must be tried on carpet/floor mat only – visible signs of outdoor use will void return eligibility
• Undergarments, swimwear, earrings, cosmetics, perfumes, personalized/custom-made items, and sale/clearance items marked “Final Sale / No Return” are non-returnable (unless proven to be defective) - Acceptable Reasons for Return
• Received wrong item / wrong size / wrong colour
• Item is significantly different from what was shown on the website
• Item is damaged or defective upon delivery
• Simply changed your mind / don’t like the item / doesn’t fit - Return & Refund Options (within the 7-day window)
Situation
Preferred Option
Refund Timeline
Notes
Item defective / damaged / wrong item
Replacement or Full Refund
3–7 working days after QC
We usually send replacement first
Changed mind / doesn’t fit / don’t like
Refund only
5–10 working days after QC
Exchange possible if stock is available
Want different size/colour (in stock)
Exchange
5–10 working days after QC
Subject to availability
Want different product altogether
Refund → place new order
5–10 working days
New order treated as fresh purchase - Refund Process & Timeline
Once we receive and quality-check the returned item:
• Refund to original payment method → 5–10 working days
Note: Bank/card processing time may add extra 2–5 days depending on your bank.
How to Start a Return
1 Login → My Account → My Orders
2 Select the order → Click “Request Return/Exchange”
3 Choose reason & upload up to 3 photos if needed
4 Submit request (you’ll receive approval/rejection within 24 hours)
5 Pack securely using original box when possible
6 Drop off at nearest approved pickup point or use our courier partner
Important Reminders
• The 7-day countdown starts from the delivery date, not order date
• We inspect every returned item – returns that don’t meet our policy will be sent back to you at your cost
• Keep tracking number of return shipment – we are not responsible for lost returns without proof of dispatch
Questions?
Contact our support team via WhatsApp: 09010014356 or email: support@truefinds.com.ng
We usually reply within 30–60 minutes (9 AM – 8 PM daily)
Thank you for shopping with TrueFinds!
Return Shipping – Who Pays?
Reason
Who pays return shipping?
Our mistake (wrong/defective item)
TrueFinds pays (we send label)
Change of mind / doesn’t fit
Customer pays return shipping
Customer requested exchange
Customer pays return shipping
Current return shipping fee (customer-paid cases): ₦1,800 – ₦3,200 (depending on item size & location)