TLG Trade Return & Refund Policy

1. Purpose and Scope

This Return & Refund Policy ("Policy") applies to all physical goods purchased through the TLG Trade platform ("Platform," "we," "us"). TLG Trade operates as a multi-vendor online marketplace connecting independent sellers ("Vendors") with buyers ("Customers"). This Policy does not cover services (e.g., catering, event management, photography, real estate, or other listed services), which are governed by terms agreed directly between the Customer and the relevant Vendor.

2. Marketplace Model — Vendor Responsibility

TLG Trade is a facilitator, not the seller, of goods listed on the Platform. Each Vendor is solely responsible for:

• Setting and honoring their own return, exchange, and refund terms, provided such terms meet the Minimum Standards set out in Section 3 below.
• Processing return requests, approving or declining them, and issuing refunds or replacements.
• Communicating their specific policy (return window, condition requirements, restocking fees, etc.) clearly on their storefront/product listing page.

TLG Trade's role is limited to:

• Hosting Vendor storefronts and policies.
• Providing a dispute resolution channel where a Customer and Vendor cannot agree (see Section 7).
• Enforcing the Minimum Standards against Vendors who fail to comply.

Customers should always check the specific Vendor's return policy on the product or shop page before purchasing, as individual terms may be more generous than — but never less generous than — the Minimum Standards below.

3. Minimum Standards (Apply to All Vendors)

To protect Customers, every Vendor on the Platform must, at minimum, offer the following unless a category-specific exception in Section 4 applies:

Vendors may offer longer windows, free return shipping, or more flexible terms, but may not offer less than the above.

4. Category-Specific Rules

Because the Platform spans many product categories, the following items carry additional or different conditions due to their nature:

4.1 Non-Returnable Categories

The following are not eligible for return except in cases of damage, defect, or significant misrepresentation from the listing:

• Perishable goods (vegetables, nuts, general food, baked goods)
• Personal care and hygiene items (opened cosmetics, beauty products)
• Underwear, swimwear, and similar intimate apparel (if hygiene seal broken)
• Custom-made, personalized, or made-to-order items
• Digital downloads, software, or gaming codes once activated/redeemed
• Live animals (see 4.2)

4.2 Live Animals

Due to welfare and biosecurity concerns, returns of live animals (cows, goats, birds, hens, dogs, cats, etc.) are not accepted once the animal has left the point of sale/delivery, except where the animal is demonstrably misrepresented (e.g., wrong breed/species) or arrives deceased/visibly diseased, in which case the Customer must notify the Vendor within 24 hours of receipt with photo/video evidence.

4.3 Electronics, Appliances & Computing

• Must be returned with all original accessories, manuals, and packaging.
• Software/security seals must be unbroken for a refund (defective units are exempt).
• Vendors may apply a reasonable restocking fee (disclosed upfront) for change-of-mind returns once the box has been opened.

4.4 Vehicles, Motorbikes, Tuk Tuks, and Automotive Accessories

• High-value vehicles are sold "as inspected" where an in-person or documented inspection occurred prior to purchase; standard returns do not apply, but statutory consumer protections for misrepresentation still apply.
• Automotive accessories and parts follow the standard Minimum Standards in Section 3.

4.5 Fashion (Male, Female, Baby & Kids, Exclusive Fashion)

• Items must be unworn, unwashed, with original tags attached.
• Made-to-measure or tailored fashion items are non-returnable unless defective.

4.6 Furniture and Large/Bulky Items

• Customer must inspect at the point of delivery where possible.
• Returns of bulky items may require the Customer to cover return logistics unless the item is defective or not as described.

5. How to Initiate a Return

1. Log in to your TLG Trade account and locate the order under "My Orders."
2. Select "Request Return" and choose a reason (defective, wrong item, not as described, change of mind, etc.).
3. Upload photos/video if the issue relates to damage, defect, or misrepresentation.
4. The Vendor will review and respond within 48 hours.
5. If approved, follow the Vendor's instructions for shipping the item back or arranging pickup.
6. Once the Vendor receives and inspects the item, the refund or replacement will be processed per Section 3.

6. Refund Methods

• Refunds are issued via the original payment method where technically possible (mobile money, card, bank transfer).
• Where original-method refunds aren't possible, TLG Trade wallet credit or Vendor store credit may be offered, with the Customer's consent.
• Cash-on-delivery refunds will be processed via mobile money transfer to the Customer's registered number.

7. Disputes and Escalation

If a Vendor fails to respond within 48 hours, refuses a valid return that meets the Minimum Standards, or a disagreement cannot be resolved directly:

1. The Customer may escalate via the "Resolution Center" / support ticket on the Platform.
2. TLG Trade will review evidence from both parties and may mediate, including instructing the Vendor to issue a refund/replacement.
3. Repeated Vendor non-compliance may result in penalties, suspension, or removal from the Platform.

8. Exceptions

TLG Trade and Vendors reserve the right to refuse a return where:

• The item shows signs of misuse, damage caused by the Customer, or tampering.
• The return request is made outside the applicable window.
• There is reasonable suspicion of return fraud (e.g., item swap, "wardrobing").

9. Customer Rights

Nothing in this Policy limits any statutory consumer protection rights available to Customers under applicable Kenyan consumer protection law, which apply regardless of any Vendor-specific terms.

10. Policy Changes

TLG Trade may update this Policy from time to time. Material changes will be communicated via the Platform and/or registered email. Continued use of the Platform after changes take effect constitutes acceptance of the updated Policy.

11. Contact

For escalations or questions about this Policy:
Email: support@tlgtrade.com
WhatsApp: +254141031653