Returns, refunds and cancellation
Updated:
What Nigerian consumer law gives you
The Federal Competition and Consumer Protection Act, 2018 (FCCPA) sets no fixed number of days for returning an online purchase because you changed your mind. It does protect you when goods are faulty or not what you ordered, and no term of sale can take those rights away (section 129).
Under section 122, you can return goods and get a full refund if goods you could not examine before delivery do not match their description. Under section 132, goods must be of the quality the law expects: within three months of delivery you can return goods that fall short, at the supplier's risk and expense, for a repair, a replacement or a refund.
Cancelling before dispatch or at the door
Until dispatch you can cancel the order free of charge: tell the operator or write to the email on the contact page with the phone number on the order.
When the courier arrives, you can refuse the parcel without paying anything, whatever the reason. It goes back to the distributor.
If the product is faulty or not what you ordered
If the parcel is damaged or holds the wrong product, the simplest step is to refuse it at the door. If you notice the problem later:
Tell us straight away
Write to the email on the contact page with the phone number on the order, the date you received it, the product and a photo of the pack and its label.
Send the product back
Our reply tells you where and how to return it. For goods that fall short of the quality the law requires, the return is at the supplier's expense.
Get your money back
Because you paid on delivery, the refund is made by bank transfer or another method agreed with you in writing, once the returned product reaches us.
If our answer does not settle it
You can file a complaint with the Federal Competition and Consumer Protection Commission (FCCPC) through its portal at complaints.fccpc.gov.ng, or take the matter to a court with jurisdiction. The full route is in our legal notice.