1. GENERAL RETURN POLICY (All Products Except Restricted Categories)

1.1 Eligibility for Return

Customers may request a return if:

• The item received is damaged, defective, or not as described.

• The wrong product, size, colour, or variation was delivered.

• The product delivered is incomplete or missing accessories.

• The customer received an expired or unsafe item.

1.2 Conditions for Return

To qualify for a return:

• The item must be in its original packaging, including manuals, tags, labels, and accessories.

• The item must be unused, unwashed, and undamaged.

• The return request must be made within the allowed return window.

1.3 Return Window

• General products: Return must be initiated within 7 days of delivery.

• Default return window follows Section 120 of the FCCPA, which mandates that consumers receive goods of satisfactory quality and may reject defective products.

1.4 Items Not Eligible for Return

The following items are not eligible unless the product was delivered defective or wrong:

• Innerwear, underwear, personal hygiene products

• Opened cosmetics, perfumes, or health products

• Downloadable digital products or activated software

• Services already rendered

• Customized or personalized items

2. RETURN PROCESS

2.1 How to Initiate a Return

Customers can initiate a return through:

• The Return Center on the website/app

• Official customer support channels (email, WhatsApp, or phone number)

2.2 Required Information

Customers must provide:

• Order number

• Product name

• Reason for return

• Picture or video evidence (for faulty or damaged items)

2.3 Pickup or Drop-Off

• Our logistics team may schedule a pickup depending on customer location.

• Alternatively, customers may be requested to drop off the item at an assigned partner location.

3. REFUNDS

3.1 Refund Approval

Refunds are approved after:

• The returned item has been inspected and confirmed to meet return conditions.

• Verification completed within 48–72 working hours after receiving the return.

3.2 Refund Methods

• Wallet Refund

• Bank Transfer

• Payment Gateway Refund (depending on original payment method)

Refund processing timeline:

• 1–3 working days for wallet refunds

• 3–7 working days for bank transfers

• 3–10 working days for payment gateway refunds

4. EXCHANGE POLICY

Customers may request an exchange instead of a refund if:

• The requested size, colour, or replacement product is available.

• Exchanges follow the same inspection and approval process as standard returns.

5. PERISHABLE GOODS & FOOD RETURN POLICY

5.1 Definition

Perishable goods include:

• Fresh food items

• Frozen food & refrigerated products

• Cooked meals

• Items with less than 24–72 hours shelf life

5.2 Return Window

• Perishable items must be reported within 4 hours of delivery.

• Return eligibility lasts for 24 hours only.

5.3 Conditions for Return

Perishable items can only be returned if:

• They arrive spoiled, expired, contaminated, or unsafe.

• The wrong product or quantity was delivered.

• Packaging was tampered with upon delivery.

5.4 Non-Eligible Cases

Returns will not be accepted if:

• The item spoiled due to customer storage conditions.

• The customer simply changed their mind.

• The item was consumed and only remnants were returned.

5.5 Evidence Required

Customers must provide:

• Clear photos/videos showing spoilage

• Delivery time and time of report

5.6 Refund/Replacement for Perishables

• Immediate replacement (if available)

• Refund processed within 24–48 hours

We follow FCCPA guidelines ensuring food safety and consumer protection.

6. FOOD ITEMS THAT CAN SPOIL WITHIN 24 HOURS (Special Policy)

This includes:

• Cooked meals

• Pastries, bread, cakes

• Fresh juice

• Dairy items

• Freshly processed meat or fish

Return Conditions

• Must report issues within 1–2 hours of delivery.

• Must provide photo/video proof.

• Items must not be consumed except for reasonable inspection.

Eligible Issues

• Food is delivered spoiled, sour, or unsafe.

• Hair, insects, or foreign objects found in food.

• Wrong order delivered.

Refund Timeline

• Fast-track refund: within 12–24 hours

7. LEGAL BACKING (Nigerian Law)

This Return Policy is supported by:

• Federal Competition and Consumer Protection Act (FCCPA) 2018

  • Section 120: Consumers have the right to return defective goods.

  • Section 122: Goods must be of good quality, safe, and fit for purpose.

  • Section 129: Prohibits misleading, unsafe, or expired products.

• Sales of Goods Act (Applicable in Nigeria)

  • Implied conditions on quality and fitness for use.

• Nigerian Constitution – Consumer Protection Principles

  • Right to safety, quality goods, and fair treatment.