We want you to be happy with what you buy from TRENDY LOFT. If something is not right, this policy explains what you can do.
Last updated: 7 August 2026
Check your order on delivery
Because we deliver on a cash-on-delivery basis, please inspect your item in front of the delivery agent before you pay. If the item is clearly damaged, faulty or not what you ordered, you can refuse it there and then at no cost to you.
Returns window
You may request a return within 7 days of receiving your order. To be accepted, the item must be unused, in its original condition and packaging, with any tags still attached, and you must be able to show proof of purchase such as your order number or receipt.
Items we cannot accept back
- Underwear, swimwear and other intimate items, for hygiene reasons.
- Earrings and other pierced jewellery.
- Beauty and personal care items that have been opened or used.
- Items marked as final sale or clearance.
- Items damaged through normal wear, misuse or improper washing.
How to request a return
Contact us at priscillapamwillie@gmail.com or +263 71 821 2983 within 7 days of delivery. Tell us your order number, the item you want to return and the reason, and include photographs if the item is damaged or faulty. We will confirm whether the return is approved and arrange collection or give you a return address.
Refunds
Once we receive and inspect the returned item we will let you know the outcome, usually within 3 business days. Approved refunds are paid in cash, or by mobile money or bank transfer if you prefer, normally within 7 business days of approval. Because orders are paid in cash or by EcoCash on delivery, there is no card refund to process.
Exchanges
If you need a different size or colour, or the item arrived faulty, we will exchange it where we have stock. If we cannot replace the item, we will refund you instead.
Return delivery costs
If the item is faulty, damaged or was sent in error, we cover the cost of collection or return. If you are returning an item because you changed your mind, the return cost is yours, and the original delivery charge is not refunded.
Late or missing refunds
If you have not received an approved refund within the timeframe above, please contact us at priscillapamwillie@gmail.com and we will follow it up.
Contact
For anything to do with returns or refunds, get in touch at priscillapamwillie@gmail.com or +263 71 821 2983.