General Customer Policy

• You must be at least 18 years old to use Trenva.
• Customers may create and operate multiple accounts, provided all information supplied is accurate and not misleading.
• Trenva reserves the right to suspend, restrict, modify, or terminate any account at any time, with or without notice, where we reasonably believe there is fraud, abuse, misuse of the platform, or violation of our policies.

• All orders placed on Trenva must be paid for through the platform using approved payment methods.
• An order is only considered confirmed after successful payment and vendor confirmation.
• You would receive an email once your order is processed, confirmed, shipped, delivered or cancelled.
• Trenva reserves the right to cancel any order where there is a pricing error, stock issue, suspected fraud, or violation of platform rules.

• Trenva handles deliveries directly.
• Delivery timelines may vary depending on vendor availability and customer location.
• Customers are advised to use available location filters to view products available in their area before placing an order.
• Customers are responsible for providing accurate delivery details.
• Failed deliveries caused by incorrect information provided by the customer may attract re-delivery charges.
• Failed deliveries caused by vendor issues may also attract re-delivery charges where applicable.

Customers may cancel an order only before it is confirmed by the vendor.

Once an order has been confirmed or shipped, cancellation is not allowed under any circumstance.

• Eligible products may be returned within two (2) days after delivery, subject to return conditions.
• Customer fault returns: (change of mind, incorrect order, or similar reasons)
  • Customer bears the return delivery cost
  • Original delivery fee will not be refunded
• Trenva fault returns: (wrong item, damaged item, or error)
  • Both product amount and delivery fee will be refunded
• Refunds are processed only after the returned product has been received and inspected.
• All approved refunds are credited exclusively to the customer's Trenva Wallet.

• The Trenva Wallet is a protected built wallet that allows customers to fund their account for shopping, receive refunds, bonuses, or credits.
• Funds in the Trenva Wallet cannot be withdrawn as cash and are strictly for use on the Trenva platform.
• By using the Trenva Wallet, customers acknowledge and accept that wallet funds are for shopping and platform-related transactions only.

Delivery charges, packaging charges, handling charges, administrative charges, insurance costs, and other ancillary costs will only be payable by the customer where such charges are clearly and expressly stated in the product listing at the time of purchase.

• Customers may raise disputes through Trenva's official support channels.
• Trenva will review disputes by engaging relevant vendors and assessing available information.
• Funds related to disputed orders may be temporarily held during investigation.
• Trenva's decision following the dispute investigation shall be final.

Customers must not:

• Use the platform for unauthorized, illegal, or fraudulent activities
• Use Trenva links or systems for unauthorized sales outside the platform
• Abuse vendors, delivery personnel, or support staff
• Misuse promotions, discounts, or platform features

Violation of these rules may result in account suspension or termination.

All content on Trenva, including logos, designs, text, images, and trademarks, is the property of Trenva. Customers may not copy, reproduce, distribute, or use any Trenva intellectual property without prior written permission.

Trenva shall not be liable for indirect, incidental, or consequential damages. Our liability, where applicable, shall be limited to the value of the affected order.

Trenva may update this policy from time to time. Continued use of the platform after updates constitutes acceptance of the revised policy.

By using Trenva to shop or sell, you acknowledge that you have read, understood, and agreed to be bound by this General Customer Policy.