Refund policy

At Trust Me, customer satisfaction is important to us. We work with trusted fulfillment partners to deliver quality products. Please read our Return & Refund Policy carefully before placing an order.

1. Return Eligibility

You may request a return if:

  • You receive a damaged or defective product.

  • You receive the wrong item.

  • The product is significantly different from its description.

  • The product is missing parts or accessories that were advertised.

To be eligible for a return, you must contact us within 7 days of receiving your order and provide:

  • Your order number

  • Clear photos or videos of the product

  • Photos of the packaging (if applicable)

  • A brief description of the issue

2. Non-Returnable Items

Returns or refunds will generally not be accepted for:

  • Change of mind after purchase.

  • Incorrect size, colour, or model selected by the customer.

  • Minor variations in colour due to screen settings.

  • Normal wear and tear or damage caused by misuse.

  • Products damaged after delivery due to improper handling.

  • Personal care or hygiene products that have been opened or used (where applicable).

3. Damaged, Defective or Incorrect Products

If your order arrives damaged, defective, or incorrect, please notify us within 7 days of delivery.

After reviewing the evidence provided, we may offer one of the following:

  • A replacement product.

  • A full refund.

  • A partial refund, depending on the situation.

Additional information may be requested before a decision is made.

4. Return Approval

Please do not return any item without prior approval.

If your return request is approved, we will provide return instructions. Items returned without authorisation may not be accepted.

Customers should securely package returned products to avoid damage during transit.

5. Refund Process

Once your return or claim has been approved:

  • Refunds are processed to the original payment method.

  • Processing times may vary depending on your payment provider.

  • It may take 5–10 business days after approval for the refund to appear in your account.

If a replacement is approved instead of a refund, the replacement will be shipped as soon as possible.

6. Order Cancellation

Orders may only be cancelled before they have been processed or shipped.

Once an order has entered processing or has been dispatched, it cannot be cancelled.

If cancellation is approved before shipment, a full refund will be issued.

7. Delivery Issues

If your order shows as delivered but you have not received it:

  • Check with family members, neighbours, or your building reception.

  • Contact the courier.

  • If you still cannot locate the package, contact us within 48 hours of the delivery update.

We will work with the courier to investigate the issue.

8. Refused Deliveries

If an order is refused at delivery or returned because of an incorrect address provided by the customer, shipping charges and any return shipping costs may be deducted from the refund, where applicable.

9. Cash on Delivery (COD)

For Cash on Delivery orders, refunds (where approved) will be processed via bank transfer or another mutually agreed payment method after verification.

10. Contact Us

If you have any questions regarding returns or refunds, please contact our customer support team through the Contact Us page or the support email listed on our website.

We aim to respond to all return requests within 1–2 business days.