Returns &
Refunds.
Last Updated: 4 August 2026
Multi-Vendor Marketplace Notice
Trospot is a marketplace platform. Products are sold by independent sellers, not by Trospot directly. Each seller may have their own return window and conditions — always check the seller's shop policy before purchasing. However, Trospot's Escrow Guarantee applies to every transaction and overrides any seller policy in cases of fraud, non-delivery, or significant misrepresentation.
Trospot's Escrow Guarantee
Every purchase on Trospot is protected by our built-in Escrow system. When you pay, your money is held securely and is not released to the seller until you confirm the item was received as described. This means:
Return Windows
Trospot Escrow Window — 48 Hours
From the moment your order is marked "Delivered" by the logistics partner, you have 48 hours to inspect your item and raise a dispute if something is wrong. After this window, the transaction is auto-completed and funds are released to the seller.
Seller Return Policy — Varies
Some sellers offer extended return windows (e.g. 7 or 14 days) beyond the Escrow period, at their own discretion. Check the individual seller's shop page for their specific policy before you buy. Seller-extended returns are handled directly between you and the seller, facilitated by Trospot Support if needed.
What's Eligible for a Return?
- Item was never delivered within the stated shipping window.
- Item received is significantly different from the seller's video or description (wrong color, wrong size, wrong item).
- Item arrived damaged or defective due to poor packaging.
- Item is counterfeit or materially misrepresented.
- Seller cancelled the order after payment was made.
- Buyer changed their mind after the item has been shipped (unless the seller's shop policy explicitly allows it).
- Minor cosmetic differences that do not affect the item's function or core description.
- Item damaged by the buyer after delivery.
- Digital or consumable goods that have already been used or downloaded.
- Items marked "Final Sale" in the seller's listing.
Return Shipping Costs
How to Initiate a Return
Refund Processing Times
Once a refund is approved, the time to reach you depends on your original payment method:
Timelines begin from the date Trospot approves the refund, not from the date the dispute is opened.
Seller Obligations
All sellers on Trospot agree to our Seller Terms, which include:
- Accurately representing all products in their videos and descriptions.
- Shipping orders within the stated handling time on their listing.
- Accepting returns for items that are defective, damaged, or significantly not as described.
- Honouring any extended return policy they have published on their shop page.
- Cooperating with Trospot Support during dispute resolution.
Need help with a return?
Always start by opening a dispute inside the app — it's the fastest route to a resolution. For questions about this policy: