Returns & Refunds Policy

At Trelluna, every order is carefully prepared and checked before dispatch. Because many of our products are gifts, personalised items, perishables, specially sourced items, or products prepared specifically for an order, all sales are final once an order has been fulfilled and delivered, except in the limited circumstances stated below.

When a Refund or Replacement May Be Considered

A refund or replacement may only be considered where:

The product was expired at the time of delivery.
The product arrived broken or damaged.
The wrong product was delivered, meaning the product received is materially different from the product ordered or expressly agreed upon.

The issue must have existed at the time the customer received the order.

Immediate Inspection and Reporting

Customers are required to inspect their order immediately upon receipt.

Any visible issue, including damage, breakage, an incorrect product, or an expired product, must be reported to Trelluna immediately upon receiving the order.

Where possible, customers should inspect the package before the delivery process is fully concluded.

If an issue could not reasonably have been identified immediately upon receipt, the customer must notify Trelluna immediately after discovering it.

Failure to report a visible issue immediately may affect our ability to verify the condition of the order and may result in the claim being declined.

Evidence Required

Customers making a refund or replacement request must provide:

Their order number.
Clear photographs or videos of the affected product.
Photographs or videos of the original packaging.
Evidence showing any damage to the packaging.
Any applicable seal, product label, expiry date, or batch information.
A brief explanation of the issue.

The evidence provided should clearly show the condition of the product as it was received.

Order Condition Verification

Trelluna may photograph or record orders during preparation, packaging, dispatch and/or delivery.

These records may include:

The condition of the product before packaging.
The contents of the order.
Product labels or expiry dates.
The completed gift arrangement.
The sealed package.
Delivery or handover evidence.

Where a claim is made, Trelluna may compare the customer's evidence with its preparation, packaging, dispatch and delivery records before approving any refund or replacement.

A product being presented to Trelluna in a damaged condition does not automatically mean that the damage occurred before or during delivery.

Damage After Delivery

Trelluna will not provide a refund or replacement for damage that occurs after the order has been delivered, whether the damage was:

Accidental.
Caused by improper handling.
Caused by storage conditions.
Caused by the recipient or another person.
Caused intentionally.
Caused after the product was opened, used, altered or removed from its original packaging.

Customers should not intentionally damage, alter, repair, discard or tamper with a product after discovering an issue.

Where the available evidence reasonably shows that the product was supplied in good condition and that the damage occurred after delivery, the claim may be declined.

What Is Not Eligible for a Refund

Trelluna does not provide refunds for:

Change of mind.
A customer deciding they no longer want the product.
A customer finding the same product cheaper elsewhere.
Personal preference regarding colour, appearance, taste, scent, style, packaging or presentation where the product substantially matches what was ordered.
Preference for a different brand where a specific brand was not expressly stated or confirmed as part of the order.
Products that have been opened, used or altered after delivery.
Products damaged after delivery.
Personalised or customised products made according to information supplied or approved by the customer.
Minor variations in flowers, wrapping, gift arrangements, packaging or presentation that do not materially change the nature or value of the order.
An order that was correctly supplied and delivered as requested.
Refusal of a correctly supplied order after delivery has been attempted or completed.

Receiving an order in good condition and as agreed does not create a right to a refund simply because the customer later changes their mind or prefers a different product, brand or presentation.

Brand Preferences

Unless a particular brand is expressly stated and confirmed as part of the customer's order, Trelluna may supply an appropriate product within the agreed product type, specification, quality and value.

A customer's preference for a different brand after delivery does not qualify the order for a refund where the supplied product substantially matches what was ordered and agreed.

Personalised and Custom Orders

Personalised, customised or specially sourced products cannot be returned or refunded because of change of mind, incorrect information supplied by the customer, or dissatisfaction with details that were previously approved by the customer.

Where Trelluna makes an error in producing a personalised item, the matter will be reviewed and an appropriate resolution may be provided.

Refund and Replacement Decisions

Where an eligible complaint is verified, Trelluna may, depending on the circumstances:

Replace the affected product.
Replace the affected component of an order.
Provide another appropriate remedy.
Issue a refund for the affected product.

A refund for one affected item does not automatically entitle the customer to a refund for the entire order.

Trelluna may request that the affected product, original packaging and other relevant materials be returned for inspection before a refund or replacement is approved.

Incorrect Delivery Information and Failed Delivery

Trelluna is not responsible for failed or delayed delivery resulting from:

An incorrect delivery address.
Incorrect contact information.
An unavailable recipient.
The recipient refusing to accept the order without a valid product issue.
Denied access to the delivery location.
Other circumstances outside Trelluna's reasonable control.

These circumstances do not automatically qualify an order for a refund.

Contact Us

If you receive an expired, broken, damaged or incorrect product, contact Trelluna immediately upon receiving the order and provide your order number together with clear supporting photographs or videos.

Email: [email protected]
Phone/WhatsApp: +2348102480018

Statutory Rights

Nothing in this policy is intended to exclude or limit any consumer right that cannot lawfully be excluded under applicable Nigerian law.