RETURNS & EXCHANGE POLICY

 

STANDARD RETURNS TIMEFRAME

Nigeria Customers: Orders must be returned back to us within 14 days for a refund or exchange, extended to 21 days for store credit.

International Customers: Orders must be returned back to us within 30 days for a refund or exchange, extended to 45 days for store credit.

FESTIVE RETURNS TIMEFRAME

You’re welcome to return your unwanted item(s) back to us, following our terms & conditions below. Please take a moment to ensure your return is accepted and processed within our policy.

To make gifting easier over the festive period, we’ve extended our returns policy. This applies to orders placed between 20th November – 26th December. Please see the extended returns timeframes below:

Nigeria Customers: Orders must be returned for a refund or exchange until 15th January, and for store credit until 31st January.

International Customers: Orders must be returned for a refund or exchange until 21st January, and for store credit until 31st January.

From 27th December, our standard returns policy applies.

These timeframes are calculated from the date your order is placed. We do not accept returns for unwanted items after the relevant returns period has expired.

Store credit expires after 5 years.

RETURN FEES

Return fees are priced per return generated.

If you’re a new customer, your first return will be free of charge (excluding self post).

Nigeria:

Returning for Store Credit and Exchanges is free within Nigeria*.

If you are returning for a refund, a fee of ₦1,500 will be deducted from your refund at the time we process it.

*If you are returning part exchange, part refund, your return will only be free if the value of your exchange items outweighs the refund items.

International:

Return costs may vary. We offer some subsidised return fees and some self-post options depending on the country you’re returning from. Refund and store credit fees will be deducted from your refund at the time it’s processed. Exchange fees will be charged when submitting your return. Full return fees are displayed during the return submission process.

ORIGINAL CONDITION

Items must be returned back to us in their original condition unopened (for beauty products), unused, unworn (for accessories), undamaged, and free of makeup, residue, deodorant, perfume, or any foreign substance and must include all original packaging, seals, hygiene stickers, boxes, tags, ribbons or accessories where applicable.

All items will be inspected upon arrival to our returns facility, and failure to return items in their original condition may lead to refusal.

Beauty products must remain sealed with hygiene stickers intact. Failure to return beauty items with hygiene and safety seals intact will result in refusal due to product safety regulations.

If you receive a damaged item or an item becomes damaged upon normal use, please contact our Customer Care team first so they can assist before you register a return.

For multipacks, bundles, kits or 2-part sets, all parts must be returned within the same parcel to qualify for a refund pending QC inspection. Failure to return complete sets may lead to refusal.

Accessory or embellished items must be returned in the original boxes or pouches they arrived in.

NON-RETURNABLE ITEMS

Due to hygiene and product safety standards, the following are non-returnable:

Opened lip products, skincare, personal care items with seals removed, underwear, briefs, thongs, socks, hosiery, face masks, sleep masks, headbands, hair accessories, water bottles, fitness accessories and seasonal costume items.

Swimwear is returnable, however we require the hygiene sticker to remain intact; failure to do so will result in the item being non-returnable.

RETURN OUTCOMES

Returned items may be eligible for a refund, store credit or exchange*, provided your return complies with the rest of our policy.

Exchange for the same item in an alternative shade, style or variant at no additional cost, subject to fair pricing adjustments.

Exchange for something different: you may exchange your unwanted item(s) for anything across our website, excluding pre-order items. Any additional cost will be paid by the customer upon submitting the return. If the replacement item costs less, you may choose to receive the remaining amount via refund or store credit, subject to policy terms.

*Exchanges depend on stock availability. Items must be returned within the relevant return timeframes specific to store credit, exchange and refund options.

All exchange orders will ship via Economy Shipping and you’ll receive a new order confirmation once the exchange has been processed.

BLACK FRIDAY & CYBER PERIOD PROMOTIONS

You’re welcome to return items purchased during promotional sale periods, provided they comply with our returns policy.

For promotional bundles, refunds will be adjusted proportionally based on the discounted promotional rate on a per-item basis.

PROCESSING TIME

We aim to process returns within 5 working days (Nigeria) / 25 days (International) of delivery to us, provided there are no issues with the return. Refunds will be processed back to your original payment method. Store credit will be issued as a digital code or gift card.

If you ordered using a gift card and an additional payment method, funds for the returned item(s) will go back onto the gift card first. We will email you once your return has been received and processed.

UNREASONABLE CLAIMS / FAIR USE POLICY

We closely monitor return patterns and behaviours. If we suspect fraudulent activity, we may withhold refunds or block your account and any associated accounts.

Fraudulent activity includes, but is not limited to: claims relating to orders not being received, orders arriving incomplete, unusual return patterns, items being worn or used beyond reasonable try-on standards, or returning items that do not match what was originally ordered.

Returning items not purchased from TG or attempting to return items not belonging to TG may result in legal action.

RESPONSIBILITY

Returned items remain your responsibility until they reach us. Ensure they are packaged securely. We recommend retaining proof of postage in case you need to contact us regarding your return.

We are not responsible for any items returned to us by mistake. If located and you wish them returned, we may request that you cover the cost of delivery.

Please return each individual order separately. We are unable to process returns if two or more orders are returned within the same parcel.