Refund and Returns Policy

Last updated: [21st Oct 2024]

At BuyNaijaMade, customer satisfaction is our top priority. We are committed to providing high-quality Nigerian-made products and ensuring a seamless shopping experience. This Return and Refund Policy outlines the terms and conditions under which returns and refunds are accepted. Please read this policy carefully to understand your rights and obligations.

1. Return Eligibility

To be eligible for a return, the following conditions must be met:

  • Time Frame: The return request must be filed within 7 days from the date the order was delivered and marked as completed.
  • Order Status: The order must already be delivered to you and be in a ‘Completed’ state in your account dashboard.
  • Condition of Items: Items must be unused, in the same condition as received, and in their original packaging.
  • Item not as described by vendors: You can return an item if it does not appear as described by vendor.
  • Defective Items: You can return an item if it is defective or unsuable.

Note: Items that do not meet these criteria will not be eligible for return, and the return option will not be available for such items in your account.

2. Non-Returnable Items

Certain items are exempt from being returned:

  • Perishable goods (e.g., food, flowers)
  • Intimate or sanitary goods
  • Hazardous materials or flammable liquids and gases
  • Gift cards
  • Downloadable software products
  • Some health and personal care items
  • And items where non-returnable is clearly stated in the product policy information (Customers are expected to always read individual item policies before placing an order for such items)

3. Return Process

To initiate a return:

  1. Access Return Orders: Log in to your account and navigate to Return Orders.
  2. Select Eligible Items: You will see a list of orders. Select the items eligible for return.
  3. Request a Return Code:
    • Upon clicking on “Return Order” button to initiate a return, a Return Code is automatically emailed to the vendor.
  4. Ship the Item:
    • Carefully pack the item in its original packaging.
    • Include all accessories, manuals, and any free gifts received.
    • Ship the item to the return address provided by the vendor or our customer service team.
  5. Enter Return Code
    • Enter the Return Code in the designated field for the specific order to confirm the return.

Action Required: Please at the point of return ensure you obtain Return Code from the vendor.

4. Refunds

Once your return is received and inspected, we will:

  • Notify you via email regarding the approval or rejection of your refund.
  • If approved, a full refund will be processed.
    • Payment Method: Refunds will be credited to your original method of payment.
    • Processing Time: Please allow 5-10 business days for the refund to reflect in your account, depending on your bank or card issuer.

5. Late or Missing Refunds

If you haven’t received a refund yet:

  • Check Your Bank Account: Sometimes refunds take time to post.
  • Contact Your Bank or Credit Card Company: There may be processing delays.
  • Contact Us: If you’ve done all of this and still have not received your refund, please reach out to our customer service team.

6. Exchanges

We only replace items if they are defective or damaged. If you need to exchange an item for the same product:

  • Contact our customer service team within 7 days of delivery.
  • Provide details and evidence (e.g., photos) of the defect or damage.
  • Follow the return process as instructed by our team.

7. Shipping Costs

  • Return Shipping: You will be responsible for paying your own shipping costs for returning your item unless the return is due to our error (e.g., wrong or defective item).
  • Non-Refundable Shipping Costs: Original shipping costs are non-refundable.

8. Damaged or Defective Items

If you receive a damaged or defective item:

  • Immediate Action: Contact us within 48 hours of delivery.
  • Documentation: Provide photos or videos of the damage or defect.
  • Resolution: We will arrange for a replacement or refund as per your preference and item availability.

9. Exceptions

  • Sale Items: Only regular-priced items may be refunded. Sale items are final sale and cannot be refunded.
  • Bulk Orders: Special conditions may apply for bulk or custom orders. Please refer to the specific terms provided at the time of purchase.

10. International Returns

  • Customs and Duties: Customers are responsible for any customs duties or taxes incurred during the return process.
  • Extended Time Frames: Allow extra time for international returns to be received and processed.

11. Changes to This Policy

BuyNaijaMade reserves the right to modify this Return and Refund Policy at any time. Changes will be effective immediately upon posting to our website. We encourage you to review this policy periodically.

12. Contact Us

For any questions or concerns regarding this policy:

13. Dispute Resolution

Any disputes arising from this policy will be handled in accordance with Nigerian consumer protection laws.