Last updated: 14 September 2026
Welcome to Trina Shoppy. These Terms, Returns & Delivery provisions apply when purchasing products, requesting deliveries, using our errands services or otherwise transacting with Trina Shoppy.
By placing an order or requesting a service, you acknowledge these terms.
1. Products and Availability
Trina Shoppy offers fashion, lifestyle and related products through our website, WhatsApp and other sales channels.
Product availability may change without notice. An item appearing on the website does not always guarantee that the exact colour, size, design or quantity remains available at the time an order is placed.
We may confirm availability with the customer before completing an order.
2. Product Images, Colours and Descriptions
We make reasonable efforts to present products accurately.
However, colours may appear slightly different depending on lighting, photography, screen settings and individual devices.
Some products may also have minor variations in patterns, finishing, packaging or appearance, particularly where manufacturers supply assorted designs.
Customers are encouraged to confirm important specifications before making payment.
3. Prices
Prices displayed on our website or communicated through our sales channels may be updated from time to time.
Where there is an obvious pricing error or an outdated price, Trina Shoppy may notify the customer before completing the transaction.
Wholesale and reseller pricing may differ from normal retail pricing and may depend on quantity.
4. Ordering Through WhatsApp
Many Trina Shoppy orders are completed through WhatsApp.
Sending an enquiry through WhatsApp does not automatically reserve an item.
An order is considered confirmed once the necessary product details, availability, price, delivery or collection arrangements and payment requirements have been agreed.
Customers should verify the product, colour, size, quantity and delivery details before confirming an order.
5. Payment
Customers should use payment instructions provided through Trina Shoppy’s official communication channels.
Customers are responsible for confirming that payment details are correct before making a transaction.
Where applicable, proof of payment may be requested before goods are released or dispatched.
6. Collection
Customers may be offered collection arrangements depending on the product and location.
Collection details should be confirmed before travelling.
Customers are encouraged to inspect products during collection where reasonably possible.
7. Delivery
Trina Shoppy may arrange deliveries within Nairobi and to other parts of Kenya through suitable delivery or courier services.
Delivery charges may vary depending on:
- Destination
- Distance
- Parcel size or weight
- Delivery urgency
- Courier or transport provider
The applicable delivery charge will normally be communicated before dispatch.
Estimated delivery times are provided in good faith but may be affected by traffic, weather, courier delays, public holidays, incorrect delivery information or circumstances outside our reasonable control.
8. Customer Delivery Information
Customers are responsible for providing accurate:
- Name
- Telephone number
- Delivery location
- Landmark or address information
- Any other information necessary to complete delivery
Trina Shoppy may not be responsible for additional costs or delays caused by incorrect or incomplete information supplied by the customer.
9. Returns and Exchanges
To request a return or exchange, email info@trinashoppy.com or call/message +254 790 333 635. Include your order reference or proof of purchase, product, date received and reason. Photographs help where an item is incorrect, defective or misdescribed. We will explain the return arrangements; the two-day period is for requesting a size exchange or change-of-mind return, not completing return transport.
10. Size Exchanges and Change-of-Mind Returns
Request a size exchange or change-of-mind return within two days after receiving the item. Eligible items must be unused, unworn, in their original condition, with tags, packaging and accessories retained. Exchanges depend on replacement stock; where an eligible return is accepted instead, we will refund the item price. The customer pays return transport and any new delivery charge for change-of-mind or a size change that is not our error. Original delivery charges for a completed delivery are not refunded for change-of-mind.
Personalised, customised or altered products are normally excluded from change-of-mind returns. These conditions and the two-day window do not limit remedies for defective, incorrect or misdescribed goods or any statutory rights.
11. Defective, Incorrect or Misdescribed Items
Contact us as soon as reasonably possible if an item is defective, incorrect, damaged when supplied or materially different from its description. These claims are handled separately from change-of-mind requests and are not subject to the two-day window. Original packaging or an unworn condition is not a blanket requirement for a genuine defect claim.
We will assess the issue and provide an appropriate remedy, such as a replacement, repair, exchange or refund, in accordance with applicable law. Trina Shoppy covers reasonable return and replacement delivery costs where the issue is our error or a qualifying fault when supplied. Damage caused by misuse after receipt is not a qualifying supplied defect. Nothing here removes your statutory rights.
12. Requests and Refund Processing
We aim to acknowledge return, cancellation and refund requests within two working days and issue approved refunds within seven working days. Where goods need to be returned or inspected, we will explain this before confirming the refund. Banks and payment providers may take additional time to credit the funds. These service targets do not extend any mandatory legal deadline.
13. Physical Order Cancellations
Contact us promptly if you wish to cancel. A standard order cancelled before dispatch and before agreed customisation or purchasing on your behalf begins will be refunded in full. Once dispatched, use the applicable returns process. Customised, specially sourced or errands purchases already made on your instructions may not be cancellable for change-of-mind; any unavoidable costs and cancellation conditions must be disclosed before you agree to the order. Statutory cancellation rights and remedies for defective, incorrect or misdescribed goods remain separate.
14. Sizing
Customers are responsible for checking sizes before ordering.
Sizing can vary between manufacturers and product types. Where measurements or sizing information are available, customers are encouraged to use them instead of relying solely on general size labels.
15. Errands and Personal Shopping Services
Where Trina Shoppy provides an errands, sourcing or purchasing service on behalf of a customer, prices, transport charges, service fees and other costs should be agreed before the service is undertaken.
Availability and prices offered by third-party traders or markets can change.
Trina Shoppy will make reasonable efforts to follow the customer’s instructions but cannot guarantee third-party stock availability.
Once a specific product has been purchased on a customer’s instructions, cancellation or return may depend on the original seller’s terms and the circumstances of the purchase.
16. Third-Party Couriers and Service Providers
We may use independent couriers, transport providers, payment platforms or other third parties to complete transactions.
Where appropriate, such services may also be subject to the provider’s own terms.
Trina Shoppy will make reasonable efforts to assist customers where delivery problems occur.
17. Website Information
We aim to keep information on trinashoppy.com accurate and current.
However, occasional typographical errors, outdated prices, unavailable products or technical errors may occur.
We reserve the right to correct such information when identified.
18. Fraud and Misuse
Trina Shoppy may refuse or cancel transactions reasonably suspected of fraud, misuse, unlawful activity or abuse of our services.
Customers should communicate only through our genuine Trina Shoppy contact channels and should verify unusual payment requests before sending money.
19. Digital Starter Guide
The Import Smart Kenya starter guide is a digital download. After download, change-of-mind refunds are normally unavailable. If you cannot access or download it, contact us first so we can resolve the problem. We refund duplicate payments, unresolved delivery or access failures, and a guide materially different from its advertised description. This does not exclude any statutory cancellation or consumer rights.
20. Guidance Packages and Session Cancellations
You may cancel a guidance package for a full refund before the first session. After sessions begin, unused sessions are refundable, deducting only the value of completed sessions disclosed before payment. For the KSh 2,000 four-session package, the disclosed value is KSh 500 per session.
For the KSh 6,000 guided programme, we will provide a written enrolment plan before payment stating the support duration, sessions, milestones, scope and values of programme components, including how unused support is refunded. Guidance toward your first import is not a promise of unlimited support or a guarantee of a completed import, sales or profit. Do not pay until you have received and accepted the plan.
Please give at least 24 hours notice to reschedule a session. We allow reasonable flexibility for emergencies. If Trina Shoppy cancels a session, we will offer an agreed replacement time or a refund for the unused session. Refund processing follows section 12.
21. Statutory Consumer Rights
Nothing in this policy excludes, restricts or waives consumer rights or remedies available under applicable Kenyan law. Where the law provides a cancellation right, refund or other remedy, it takes precedence over conflicting policy wording. In particular, the two-day change-of-mind window and exclusions for customised goods or downloaded content do not override statutory rights.
22. Changes to These Terms
We may update these Terms, Returns & Delivery provisions from time to time as our products, services and business operations develop.
The current version will be published on this page together with the date it was last updated.
23. Contact
For order, delivery, return, cancellation or refund enquiries, email info@trinashoppy.com or call/message +254 790 333 635.
Trina Shoppy
City Center Mall, Ronald Ngala Street, Mezzanine 2, Shop GH6, Nairobi, Kenya