1. Overview of Return Policy

1.1. Phostine Ecommerce Limited (owner and operator of Naija Commerce) is committed to ensuring customer satisfaction by providing a straightforward and transparent return and refund policy. Customers have the right to return products within the stipulated time frame as outlined in this policy.

1.2. This policy applies to all purchases made exclusively through Phostine Ecommerce Limited’s website and mobile application using the Wallet feature.

1.3. All returns and refunds will be processed according to the guidelines below. By making a purchase on the platform, you agree to abide by this policy.

2. Eligibility for Returns

2.1. Products can be returned under the following conditions:

• The product was not as described or as expected based on the listing.
• The product was damaged or defective upon delivery.
• The wrong product was delivered (e.g., incorrect size, color, or model).
• The product is missing parts or accessories.

2.2. The following conditions must be met for a return to be eligible:

• The return request must be made within three (3) days of the delivery date.
• The product must be in its original packaging and include all original accessories, manuals, and documentation.
• The product must be in the same condition as received, unused, and unwashed.

2.3. Certain product categories are non-returnable, including but not limited to:

• Personal care items (e.g., shampoos, creams, cosmetics) that have been opened or used.
• Underwear, swimwear, and other intimate clothing.
• Perishable goods such as food and beverages.
• Health and hygiene products.
• Software, CDs, and DVDs with broken seals.

2.4. Products that are non-returnable once opened include:

• Electronics such as smartphones, laptops, and other devices.
• Sealed items that are no longer in their original condition (e.g., home appliances, personal electronics).

2.5. Items marked as “Final Sale” or “Non-Returnable” in the product description cannot be returned under any circumstances.

3. Return Procedures

3.1. To initiate a return, customers must follow these steps:

• Contact Phostine Ecommerce Limited’s customer support via email at returns@naijacommerce.com or through the designated support channel in the mobile application.
• Provide the order number, product details, and reason for the return.
• Await a Return Merchandise Authorization (RMA) number, which must be included in the return package.

3.2. Once the return request is approved, Phostine Ecommerce Limited will arrange for a pick-up or provide instructions for drop-off at an authorized return center.

3.3. All returned products will undergo a quality check. If the product fails to meet the return criteria (e.g., used items, missing parts), the return will be rejected, and the item will be sent back to the customer at their expense.

3.4. Approved returns will be processed within seven (7) business days from the date of receipt at our facility.

4. Refund Policy

4.1. If a return is approved, the refund will be processed as follows:

• Refunds will be credited back to the customer’s Wallet on the Phostine Ecommerce platform. The Wallet balance can be used for future purchases or withdrawn following our withdrawal procedures.
• No cash refunds or transfers to external bank accounts will be permitted.
• If the original payment was made using promotional credits or coupons, the refund will reflect the original payment structure.

4.2. Refunds will not include any shipping or handling fees originally paid unless the return was due to an error on the part of Phostine Ecommerce Limited.

5. Exchange Policy

5.1. Phostine Ecommerce Limited does not offer direct product exchanges. Customers wishing to exchange a product must return the original item and place a new order.

5.2. Any price differences between the original and replacement items will be handled as either an additional charge (in case of a higher-priced item) or refunded (in case of a lower-priced item).

6. Non-Compliance with Return Policy

6.1. Phostine Ecommerce Limited reserves the right to reject any return request that does not meet the criteria outlined in this policy.

6.2. If a returned item is found to be damaged, used, or missing parts due to customer negligence, the return will be denied, and the product will be sent back to the customer.

6.3. Continuous abuse of the return policy (e.g., frequent returns, fraudulent claims) may result in suspension or termination of the customer’s account.

7. Special Considerations

7.1. For defective or damaged items, customers are encouraged to provide photo or video evidence along with their return request to expedite the process.

7.2. Products purchased during promotional events such as flash sales or clearance sales may be subject to special return terms, which will be clearly stated during the purchase.

8. Compliance and Amendments

8.1. This Return and Refund Policy is in compliance with the Nigeria Data Protection Regulation (NDPR) and other applicable consumer protection laws in Nigeria.

8.2. Phostine Ecommerce Limited, owner and operator of Naija Commerce, reserves the right to amend or modify this policy at any time without prior notice. Changes will be effective immediately upon posting on the platform.

9. Contact Information

For any inquiries, concerns, or disputes regarding this Return and Refund Policy, please contact:

Phostine Ecommerce Limited
Email: support@naijacommerce.com
Phone: +2348069041019