LoomTrend

Effective Date: 23 September 2026

Last Updated: 23 September 2026

At LoomTrend, we want customers to feel confident when purchasing our handcrafted beaded jewellery and fashion accessories. This Return, Refund and Cancellation Policy explains when an order may be cancelled, when products may be returned, when refunds or exchanges may be available, and how customers should contact us if there is a problem with an order.

This Policy applies to purchases made through LoomTrend, including products from categories such as Bridal Beaded Jewelry Sets, Cultural Festival Beaded Accessories, and Statement Beaded Fashion Pieces.

Nothing in this Policy is intended to remove or restrict any mandatory consumer rights available under applicable Nigerian law. The Federal Competition and Consumer Protection Act 2018 (FCCPA) provides consumers with rights in relation to cancellation of certain advance orders, returns of qualifying goods, product quality, accurate descriptions, and remedies for defective or unsuitable goods. (FCCPC)

1. General Return Policy

We aim to ensure that every LoomTrend order is carefully prepared and checked before dispatch.

A customer may contact us about a return where, for example:

  • The wrong product was delivered.
  • The product arrived damaged.
  • The product is defective.
  • An item is materially different from its website description.
  • The wrong size, colour, design, or variation was supplied by LoomTrend.
  • The product is otherwise eligible for return under applicable consumer law.
  • LoomTrend has agreed in writing to accept a return in another circumstance.

Under section 122 of the FCCPA, consumers may be entitled to return goods and receive a refund where goods supplied without an opportunity for prior examination do not correspond with their description or sample, or are not of the type or quality reasonably contemplated by the transaction. The Act also protects returns involving goods that are unsuitable for a particular purpose communicated to the supplier, provided the applicable legal conditions are met.

Customers should contact LoomTrend within a reasonable period after receiving the product once an issue is discovered.

2. Return Request Procedure

To request a return, please contact us at:

support@loomtrend.net

Your request should preferably include:

  • Your full name
  • Order number
  • Email address used for the order
  • Product name
  • Reason for requesting the return
  • Clear photographs or video showing the issue, where relevant
  • Photograph of the packaging where an item arrived damaged
  • Details of any incorrect product or variation received

Providing this information helps us review the request promptly.

Customers should not send products back without first contacting LoomTrend and receiving return instructions. This helps ensure that returned products are sent to the correct location and properly associated with the relevant order.

3. Condition of Returned Products

Where a return is based on a change of preference rather than a defect, incorrect supply, or other statutory right, LoomTrend may require the product to be:

  • Unused
  • Unworn
  • Unaltered
  • Free from damage caused after delivery
  • Returned with relevant tags or labels where supplied
  • Returned with original accessories or components
  • Returned in suitable protective packaging

A customer should take reasonable care of an item while deciding whether to request a return.

These conditions do not override legal rights available where an item is defective, damaged on arrival, unsafe, incorrectly supplied, or materially different from its description.

4. Handmade and Beaded Product Variations

LoomTrend specialises in handcrafted beaded jewellery. Because some pieces may be individually assembled or finished, minor natural variations can occur between products.

These may include slight differences in:

  • Bead placement
  • Pattern arrangement
  • Colour tone
  • Shape
  • Texture
  • Decorative positioning
  • Handmade dimensions
  • Finishing details

A minor handmade variation that does not materially affect the appearance, quality, functionality, or agreed description of the product will not automatically mean that the product is defective.

However, where an item is materially different from its description, sample, or what a reasonable customer would expect from the product information provided, the customer’s rights under applicable consumer law remain unaffected. The FCCPA requires goods purchased based on a description or sample to correspond materially with what the consumer was entitled to expect from that description or sample.

5. Colour Variations

We make reasonable efforts to present product colours accurately.

However, colours may appear slightly different because of:

  • Mobile or computer display settings
  • Screen brightness
  • Photography lighting
  • Camera processing
  • Reflections from beads or metallic materials
  • Natural material variations

A slight colour difference caused by normal screen or photographic variations may not qualify as a defect.

If the colour or product supplied is substantially different from the colour or variation ordered, please contact us so the issue can be reviewed.

6. Incorrect Product Received

If LoomTrend sends a product different from the item you ordered, please contact us as soon as reasonably possible after delivery.

Where our review confirms that an incorrect product was supplied, we may offer an appropriate remedy such as:

  • Replacement with the correct product;
  • Exchange, where appropriate and available; or
  • Refund.

Where LoomTrend requires the incorrectly supplied item to be returned, we will provide suitable return instructions.

Customers should not be required to keep an item that is materially different from the product they ordered.

7. Damaged Products

If an order arrives damaged, please contact LoomTrend promptly.

Where possible, provide clear photographs showing:

  • The damaged product
  • The damaged area
  • Outer packaging
  • Inner protective packaging
  • Shipping label, where relevant

This information may assist us in identifying whether the damage occurred during handling, packaging, or delivery.

Once the claim is reviewed and accepted, an appropriate remedy may include replacement, exchange, repair where reasonable, or refund depending on the circumstances and applicable consumer rights.

8. Defective Products

A product may be considered defective where it has a genuine manufacturing or workmanship problem that materially affects its expected use, quality, or durability.

Examples may include:

  • A faulty clasp on delivery
  • Missing components
  • Broken beads on arrival
  • Improperly secured components
  • Significant construction defects
  • A product that cannot reasonably be used for its intended purpose

Normal wear and tear, accidental damage after delivery, improper storage, misuse, or failure to follow reasonable care instructions are generally not treated in the same way as manufacturing defects.

The FCCPC states that consumers are entitled to goods that are reasonably suitable for their normal purpose and that businesses should address defective products appropriately. (FCCPC)

9. Jewellery Damaged After Delivery

LoomTrend cannot generally treat damage caused after delivery as an original product defect where the damage results from:

  • Pulling or excessive force
  • Crushing
  • Improper storage
  • Exposure to unsuitable chemicals
  • Repeated exposure to water where the product is not intended for such exposure
  • Perfume or cosmetic damage
  • Accidental impact
  • Unauthorised modification or repair
  • Failure to follow provided care instructions

Where you are unsure whether damage is due to a product defect or ordinary use, you may contact us and provide photographs for review.

10. Change-of-Mind Returns

Where a customer simply changes their mind about a product that is not defective, damaged, incorrectly supplied, or materially misdescribed, acceptance of the return may depend on:

  • The condition of the item
  • Hygiene considerations
  • Whether the product has been worn
  • Whether the product was customised
  • Whether the product can reasonably be resold
  • Any return conditions clearly disclosed before purchase
  • Applicable consumer rights

Please contact LoomTrend before sending the item back.

Nothing in this section limits a right to return that applies under the FCCPA or another mandatory law.

11. Jewellery and Hygiene Considerations

For health and hygiene reasons, certain jewellery items that have been worn or used in close contact with the body may not be suitable for a discretionary change-of-mind return.

This may be particularly relevant to certain earrings, pierced jewellery, head accessories, or other products where resale after use could reasonably raise hygiene concerns.

However, hygiene conditions will not be used to remove a customer’s legal rights where an item:

  • Arrived defective;
  • Was damaged before or during delivery;
  • Was incorrectly supplied;
  • Is materially different from its description; or
  • Otherwise qualifies for a statutory remedy.

12. Personalised or Custom-Made Jewellery

Where LoomTrend offers custom-made, personalised, specially sized, altered, commissioned, or made-to-order jewellery, cancellation or change-of-mind return rights may be more limited once work has commenced.

Customers should carefully review:

  • Names
  • Initials
  • Colours
  • Measurements
  • Design choices
  • Personalisation instructions
  • Quantities

before submitting a customised order.

If LoomTrend produces a personalised item correctly according to the customer’s approved instructions, we may not be able to resell that item if the customer later changes their mind.

This does not remove a customer’s rights where a customised product is defective, materially different from the agreed specifications, or incorrectly produced by LoomTrend.

13. Bridal Jewellery

Customers purchasing bridal jewellery are encouraged to inspect their order promptly after delivery and allow sufficient time before the wedding or event to contact us if there is an issue.

If a bridal set is customised, altered, or produced according to specific measurements, special return conditions may apply.

Where a standard bridal product is defective, damaged, incorrectly supplied, or materially misdescribed, normal consumer protections continue to apply.

14. Cultural Festival and Occasion Accessories

Customers should verify size, style, colour, product details, and delivery expectations before ordering products intended for a specific festival, ceremony, wedding, or event.

An event date passing does not automatically establish that a product was defective.

However, where LoomTrend fails to supply an order as agreed or supplies an incorrect or defective item, any applicable consumer rights remain available.

15. Products That May Not Qualify for a Discretionary Return

Subject always to applicable statutory rights, LoomTrend may decline a discretionary return for products that:

  • Have clearly been worn or used;
  • Have been damaged after delivery by the customer;
  • Have been altered by someone other than LoomTrend;
  • Are missing significant parts or accessories;
  • Are returned in an unhygienic condition;
  • Were personalised or custom-made according to the customer’s approved instructions;
  • Were purchased under conditions clearly stating a lawful restriction on discretionary returns.

These exclusions do not apply where mandatory consumer law requires LoomTrend to provide a remedy.

16. Exchanges

Where appropriate, LoomTrend may offer an exchange instead of a refund.

An exchange may be possible where:

  • An incorrect size or variation was supplied;
  • A product arrived defective;
  • A replacement is available;
  • LoomTrend has agreed to a discretionary exchange;
  • The returned product meets applicable return conditions.

An exchange is subject to stock availability.

If the requested replacement product is unavailable, we may offer another suitable option or process an applicable refund.

Any price difference associated with a voluntarily requested exchange may need to be paid or refunded, as applicable.

17. Refund Eligibility

A refund may be available where:

  • LoomTrend accepts an eligible return.
  • A product is defective and a refund is the appropriate remedy.
  • A materially incorrect product was supplied.
  • An order is cancelled before fulfilment where cancellation is accepted.
  • A product becomes unavailable after payment.
  • LoomTrend cannot fulfil an accepted order.
  • Applicable consumer law requires a refund.
  • LoomTrend otherwise approves the refund.

Under section 122 of the FCCPA, a full refund may be available in qualifying circumstances where returned goods do not correspond to their description or reasonable expectations under the sales agreement.

18. Refund Method

Approved refunds will generally be made through the original payment method where reasonably possible.

Depending on the payment method, the refund may need to be handled through the relevant:

  • Bank
  • Payment gateway
  • Card provider
  • Financial institution
  • Other payment provider

Where an original payment method cannot reasonably accept the refund, LoomTrend may contact the customer to determine an appropriate alternative method.

For security reasons, customers may be asked to provide reasonable information needed to confirm the original transaction or refund recipient.

19. Refund Processing Time

Once LoomTrend approves a refund, we will initiate it within a reasonable processing period.

After a refund has been initiated, the time required for funds to appear in the customer’s account may depend on the customer’s bank, card issuer, payment provider, or other financial institution.

Processing times controlled solely by a bank or payment provider are outside LoomTrend’s direct control.

Where a refund appears to be materially delayed after confirmation that LoomTrend has processed it, customers should contact us so we can provide available transaction information.

20. Shipping Charges and Refunds

Whether original shipping charges are refundable will depend on the reason for the return and the circumstances of the transaction.

Where LoomTrend supplied a defective, incorrect, or materially misdescribed product and applicable law requires the customer to be placed in an appropriate remedial position, relevant reasonable delivery costs may be handled accordingly.

Where a customer voluntarily returns an eligible product solely because of a change of mind, shipping charges may not necessarily be refundable unless LoomTrend expressly agrees otherwise or applicable law requires it.

21. Return Shipping Costs

Responsibility for return shipping will depend on the reason for the return.

Where a return results from an error attributable to LoomTrend, such as:

  • Incorrect product supplied
  • Confirmed manufacturing defect
  • Significant product damage existing at delivery
  • Material mismatch with the product ordered

LoomTrend will assess the appropriate return arrangement.

Where an accepted return is purely discretionary and results from a customer’s change of preference, the customer may be responsible for return shipping costs where this has been communicated and is lawful.

22. Original Packaging

Customers are encouraged to keep original packaging until they have inspected their product.

Original packaging may be particularly useful where a product:

  • Arrives damaged
  • Needs to be returned
  • Contains multiple components
  • Is part of a jewellery set
  • Requires protection during return shipment

The absence of original packaging will not automatically remove a statutory right relating to defective, incorrect, or misdescribed goods where proof of the issue can otherwise reasonably be established.

23. Proof of Purchase

LoomTrend may request reasonable proof of purchase before processing a return, exchange, or refund.

Acceptable information may include:

  • Order confirmation
  • Order number
  • Purchase email
  • Transaction reference
  • Account order history
  • Other information reasonably capable of confirming the purchase

We may also verify transaction records held through our website or payment systems.

24. Cancellation Before Dispatch

If you wish to cancel an order, contact LoomTrend as soon as possible.

Where your order has not yet been dispatched or substantially processed, we will review whether it can still be cancelled.

If cancellation is approved and payment has already been received, an appropriate refund will be processed.

The FCCPA provides consumers with a right to reasonably cancel an advance booking, reservation, or order, subject in some cases to a reasonable cancellation charge. The reasonableness of a charge depends on factors such as the nature of the goods, the amount of notice provided, and the circumstances of the cancellation. (FCCPC)

25. Cancellation After Dispatch

Once an order has been dispatched, it may no longer be possible to stop the shipment. If you request cancellation after dispatch, LoomTrend may instead provide instructions regarding an eligible return once the product has been delivered.

Any return will then be assessed under this Policy and applicable consumer law.

Customers should not intentionally refuse delivery unless LoomTrend has advised them to do so, as this may complicate tracking and return handling.

26. Cancellation of Custom or Personalised Orders

Customised or personalised jewellery may enter production shortly after an order is confirmed.

If you wish to cancel such an order, contact us immediately.

Where work has already begun, LoomTrend may take into account reasonable costs already incurred when assessing the cancellation, to the extent permitted by law.

Any restriction or reasonable cancellation charge will not override mandatory consumer rights or apply where the cancellation results from LoomTrend’s failure to fulfil the agreed order.

27. Cancellation by LoomTrend

LoomTrend may need to cancel an order in limited circumstances, including where:

  • A product is unexpectedly unavailable.
  • A serious inventory error occurs.
  • Payment cannot be verified.
  • Fraudulent or unauthorised activity is reasonably suspected.
  • The customer provides insufficient information needed to fulfil the order.
  • An obvious pricing or technical error occurred.
  • We cannot legally or safely supply the product.
  • Circumstances outside our reasonable control make fulfilment impossible.

Where LoomTrend cancels an order after receiving payment and no product is supplied, we will arrange an appropriate refund for the affected amount.

28. Out-of-Stock Products After Payment

Occasionally, an item may become unavailable after an order has been placed due to simultaneous orders, stock discrepancies, product damage identified during inspection, or another inventory issue.

Where this happens, LoomTrend may:

  • Offer an alternative product;
  • Offer another available variation;
  • Ask whether the customer wishes to wait for restocking where appropriate; or
  • Provide a refund for the unavailable product.

Customers are not required to accept a substitute they did not order.

29. Failed or Duplicate Payments

If you believe you were charged more than once for the same order, contact us and provide relevant transaction references.

We will review available payment records and, where a duplicate payment is confirmed, take reasonable steps to arrange the appropriate refund.

A temporary bank authorisation or pending transaction may not necessarily constitute a completed duplicate payment.

Your bank or payment provider may need additional time to release pending authorisations.

30. Payment Security During Refunds

For security reasons, LoomTrend will not ask customers to send confidential authentication credentials in order to receive a refund.

Please do not send us:

  • CVV
  • UPI PIN
  • Online-banking password
  • One-time password or OTP
  • Complete card credentials

through ordinary email, contact forms, social-media messages, or customer-support communications.

Where a refund must be processed, only information reasonably necessary to verify the transaction and issue the refund should be requested.

31. Refunds for Promotional or Discounted Products

Products purchased during sales, promotions, or using discount codes are still protected by applicable consumer rights.

A promotional price does not remove a customer’s rights relating to:

  • Defective products
  • Incorrect products
  • Unsafe goods
  • Material misdescription
  • Other circumstances protected by law

However, a change-of-mind return for a non-defective promotional item may be subject to any lawful conditions clearly disclosed before purchase.

The FCCPC states that where a promotion or price restricts an otherwise available cancellation or refund arrangement, the relevant restriction should be properly disclosed to consumers. (FCCPC)

32. Gifts

If a LoomTrend product was purchased as a gift and a return is requested, we may need information relating to the original order before processing the request.

Where a monetary refund is appropriate, it will generally be returned to the original payer or original payment method unless another lawful arrangement is agreed.

An eligible exchange may be offered to the gift recipient where appropriate.

33. Lost Return Parcels

When returning a product, customers should use a reasonably secure and trackable shipping method where possible.

If a customer independently chooses and pays a courier for a discretionary return, LoomTrend cannot generally take responsibility for a parcel that is lost before it reaches us.

Where LoomTrend itself arranges the return shipment, responsibility will be assessed according to the agreed return arrangement.

Customers should retain proof of shipment until the return has been confirmed.

34. Returned Products Damaged in Transit

Products being returned should be packed carefully, particularly delicate beaded jewellery.

Where a discretionary-return product is damaged because it was inadequately packaged by the customer, LoomTrend may take that damage into account when assessing the return.

This does not apply in the same manner where LoomTrend or its appointed return provider was responsible for the packaging or handling that caused the damage.

35. Abuse of Returns or Refunds

LoomTrend reserves the right to investigate return or refund requests where there is reasonable evidence of:

  • Fraud
  • False claims
  • Deliberate product damage
  • Repeated abuse of return procedures
  • Chargeback misuse
  • Manipulated evidence
  • Attempts to obtain both a refund and retain the product without authorisation

Legitimate consumer complaints will not be rejected merely because a customer has previously exercised valid consumer rights.

36. Chargebacks and Payment Disputes

If you believe there is a genuine problem with an order, we encourage you to contact LoomTrend first so we can investigate the issue.

Starting a chargeback does not automatically determine whether a refund is legally due.

Where a bank or payment provider requests information relating to a payment dispute, LoomTrend may provide relevant transaction, order, delivery, refund, and communication records where permitted by applicable law.

37. Consumer Rights

This Policy should be read in a way that preserves mandatory rights available under Nigerian consumer law.

The FCCPC identifies rights including the right to cancel qualifying advance orders, return goods in qualifying circumstances, receive products corresponding with their description, and receive goods of appropriate quality. (FCCPC)

Where any provision of this Policy conflicts with a mandatory consumer right, the applicable law will prevail.

38. Complaints About Returns or Refunds

If you disagree with the outcome of a return, cancellation, or refund request, you may ask LoomTrend to review the matter.

Please provide your:

  • Order number
  • Original request
  • Relevant photographs
  • Relevant communications
  • Any additional information supporting the complaint

We will make reasonable efforts to review the issue fairly.

If a Nigerian consumer remains dissatisfied after attempting to resolve the issue directly with LoomTrend, complaints may also be submitted to the Federal Competition and Consumer Protection Commission (FCCPC) through its consumer complaint process. (FCCPC)

39. Changes to This Policy

LoomTrend may update this Return, Refund and Cancellation Policy to reflect changes to our products, fulfilment processes, customer-service procedures, payment methods, or legal requirements.

The latest version will be published on our website with an updated effective or revision date.

Any update will not be used to retrospectively remove a consumer right that already arose under applicable law.

40. Contact Us

For return, refund, exchange, cancellation, damaged-product, incorrect-order, or related enquiries, please contact:

LoomTrend
Website: https://loomtrend.net/
Support Email: support@loomtrend.net
Info Email: info@loomtrend.net
Address: 40, TOTAL STREET, OKO-OBA, TANKE, ILORIN, KWARA STATE, NIGERIA