Return & Refund Policy

Afrimart, a Nigerian company, operates the Afrimart Platform — a marketplace facilitating secure, escrow-protected transactions between buyers and verified sellers of African products. This Return and Refund Policy ("Policy") explains the rights and obligations of buyers ("Buyers"), sellers, brands, retailers, manufacturers and other merchants who list or sell products through Afrimart ("Sellers"), and Afrimart itself, in connection with the return, replacement and refund of products purchased through the Platform.

Purpose & Scope

This Policy forms part of, and should be read together with, Afrimart's Terms of Service, Privacy Policy, and any seller-specific terms published on a product listing. Where this Policy and a seller-specific return term directly conflict, the more specific term applies, provided it does not reduce any right a Buyer holds under this Policy or applicable mandatory law.

This Policy applies to all purchases made through the Platform, whether the Seller is located in Nigeria, elsewhere in Africa, or internationally, and whether the Buyer is located in Nigeria or elsewhere. Because Afrimart operates as a global marketplace, the practical application of certain provisions — including timelines, shipping arrangements, customs treatment and available remedies — may vary depending on the transaction, the location of the parties, shipping method, product category, and applicable law. Where this Policy conflicts with mandatory local consumer protection law, that law prevails to the extent it cannot lawfully be excluded.

Definitions

For the purposes of this Policy, the following terms have the meanings given below:

• Afrimart — The Afrimart marketplace platform (website and mobile application), operated by Afrimart Digital Platforms Ltd., through which Sellers list and sell products and Buyers browse and purchase them.
• Buyer / Seller / Brand — Any individual or entity purchasing through, or listing and selling through, the Platform, whether located in Nigeria or elsewhere.
• Order / Receipt — A confirmed purchase transaction, and the point at which a Product is physically delivered to the Buyer or collected from a pick-up point, as confirmed by the carrier's delivery record.
• Return / Refund / Replacement — Sending a purchased Product back to the Seller or a designated location; reimbursing some or all of the amount paid; or providing a new unit of the same or equivalent Product.
• Defective / Damaged / Incorrect / Non-Conforming Product — A Product that malfunctions or is faulty; sustained physical damage before or during delivery; differs from what was ordered; or is materially different from its listing.
• Change of Mind — A Buyer's decision to return a Product for a reason unrelated to fault, damage, error or non-conformity.
• Final Sale / Non-Returnable Product — A Product identified at listing or checkout as ineligible for return, except where required by law (see Section 7).
• Business Days — Monday to Saturday, excluding public holidays observed in the location relevant to the applicable step.
• Eligible Return — A return satisfying the requirements of this Policy, including the 24-hour reporting requirement in Section 4 and eligibility criteria in Section 3.

Return Eligibility

Subject to the 24-hour reporting requirement in Section 4, a Buyer may generally request a return, replacement or refund where a Product falls into one of the following categories:

• The Product is defective, faulty, or was damaged prior to or during delivery.
• The wrong Product was delivered, or it differs from what was ordered in size, colour, quantity, model or specification, attributable to the Seller.
• The Product is materially different from its listing description, images or specifications (Non-Conforming).
• The Order is incomplete, or arrives with missing components, accessories or parts.
• The Product is reasonably suspected to be counterfeit, fraudulent, or materially misrepresented.
• Any other circumstance in which the Seller or Afrimart is responsible for the discrepancy, error or defect.

These categories are distinct from Change of Mind returns. Eligibility for a Change of Mind return is not guaranteed and depends on the specific return terms published by the Seller, the condition of the Product, and applicable law. Nothing in this Section limits any mandatory right a Buyer holds under applicable consumer protection law.

24-Hour Reporting Requirement

Buyers must inspect Products promptly upon delivery, for any defect, damage, discrepancy, or other issue described in Section 3.

Notification within 24 hours

A Buyer who identifies an eligible issue must notify Afrimart and/or initiate a return or refund request within twenty-four (24) hours of Receipt, using the return/refund request channel on the Platform. This 24-hour window is a central feature of this Policy and applies irrespective of the underlying reason for the request, save as set out below.

Effect of late reporting

Where a Buyer does not report an eligible issue within the 24-hour window, eligibility for a remedy under this Policy may be affected, and Afrimart and/or the Seller may decline the request on that basis. This does not affect any right the Buyer holds under mandatory consumer protection law that cannot lawfully be limited by a reporting deadline of this kind.

Information required when submitting a request

• The Order number and a description of the issue.
• Photographs and/or videos of the Product and its packaging showing the issue.
• Proof of delivery or Receipt (delivery confirmation, tracking record, or timestamped photo).
• Any other information reasonably requested by Afrimart or the Seller to assess the request.

Return Process

The standard return process operates as follows:

1. The Buyer identifies an eligible issue with a Product under Section 3.
2. The Buyer submits a return/refund request within the 24-hour window, including required information and evidence.
3. Afrimart reviews the request and supporting evidence.
4. Where appropriate, Afrimart notifies the Seller and gives them an opportunity to respond.
5. Afrimart determines whether the request qualifies as an Eligible Return.
6. Where approved, Afrimart provides return instructions — a shipping label, drop-off point, or courier pick-up.
7. The Buyer returns the Product strictly per the approved instructions and timeframe.
8. The Seller and/or Afrimart inspects the returned Product where required.
9. Afrimart processes the applicable remedy in accordance with Sections 8 and 9.

Buyers should not independently ship a Product back to a Seller, or dispose of a Product believed defective, before receiving return instructions or approval, unless expressly instructed otherwise. Products returned without prior approval may experience processing delays or, in limited circumstances, may not be eligible for a remedy, except where required by applicable law.

Condition of Returned Items

Save where the return relates to a Defective, Damaged, Incorrect or Non-Conforming Product (in which case reasonable inspection-related handling will not affect eligibility), a returned Product should generally be:

• In its original condition, unused and unworn, save for reasonable inspection.
• In its original packaging where reasonably possible, complete with original tags and labels.
• Accompanied by all original accessories, manuals and complimentary items.
• For hygiene-sensitive Products, subject to additional conditions under Section 7.

Afrimart and Sellers distinguish between reasonable inspection (comparable to inspecting an item in a physical store) and use, alteration or damage beyond that standard. Evidence of excessive use may result in a reduced remedy or refusal of the return, except where the underlying issue is a Defective, Damaged, Incorrect or Non-Conforming Product.

Non-Returnable Products

Subject to applicable law, the following are generally not eligible for Change of Mind return, save where the Product is defective, damaged, incorrect, or materially non-conforming, or where applicable law otherwise requires a remedy:

• Personalised, made-to-order or custom-made Products, and perishable goods.
• Intimate apparel and other hygiene-sensitive Products, once opened or used, or with a broken hygiene seal.
• Digital products, downloads, licences or codes, once accessed, downloaded or redeemed.
• Services that have been fully performed.
• Products specifically identified by the Seller as "Final Sale" or "Non-Returnable".
• Products that cannot lawfully or practically be returned (e.g. import/export restrictions).

This Section does not create a blanket exclusion of any mandatory consumer right. Where applicable law entitles a Buyer to a remedy for a Product listed here, that right applies notwithstanding this Section.

Refunds

A refund may be issued once Afrimart has determined that a request qualifies as an Eligible Return, and, where applicable, once the returned Product has been received and inspected. Refunds are ordinarily issued to the original payment method. Where this is not possible, Afrimart may, at its discretion, offer an alternative approved method such as platform credit, subject to the Buyer's agreement where required by law.

Once approved, Afrimart processes the refund within the timeframe stated in the Platform's return workflow. The time it takes for funds to appear in the Buyer's account depends on the relevant bank, card issuer or payment provider, which is outside Afrimart's control.

Shipping and delivery charges

• For Defective, Damaged, Incorrect or Non-Conforming Products, original delivery charges are not refunded in addition to the price of the Product.
• For Change of Mind returns, original delivery charges are ordinarily non-refundable, except where required by law or the Seller's terms.
• Customs duties and import taxes already paid may not be refundable, as such amounts are often payable to, and non-recoverable from, the relevant authority (see Section 18).
• Where a discount or voucher was applied, the refund reflects the price actually paid; the voucher may be reissued, forfeited, or adjusted rather than refunded in cash.

Replacement & Exchange

Depending on the nature of the issue, Product availability, the Seller's terms, and applicable law, Afrimart or the Seller may offer one or more of the following remedies in place of, or as an alternative to, a full refund:

Where the Buyer's preferred remedy is unavailable (for example, the Product is out of stock), Afrimart will offer the next most appropriate remedy reasonably available and inform the Buyer accordingly.

Shipping & Return Costs

Where a return arises from Seller error, a Defective, Damaged or Incorrect Product, or material non-conformity, the Seller will ordinarily bear the reasonable cost of return shipping, subject to the circumstances and applicable law.

For approved Change of Mind returns, the Buyer will ordinarily be responsible for return shipping and any handling or restocking fee disclosed by the Seller at listing or checkout, unless the Seller's terms state otherwise. International returns may involve additional customs formalities, duties and cross-border charges, allocated in accordance with this Section and communicated as part of the return instructions.

Damaged Items & Delivery Issues

• Where a Product arrives visibly damaged, the Buyer must report it within the 24-hour window in Section 4.
• Where reasonably possible, preserve the original outer and inner packaging until the matter is resolved, as it may be needed for investigation.
• Provide clear photographic and/or video evidence covering the Product and the packaging as received.
• Afrimart may liaise with the Seller and/or courier to investigate a delivery issue, including requesting handling records, and may take a reasonable period to complete this before finalising a remedy.

Wrong, Missing or Incomplete Orders

This Section applies where the wrong Product or quantity is delivered, an item or accessory is missing, or the Product delivered does not materially correspond to what was ordered.

As with other eligible issues, a Buyer must report within the 24-hour window in Section 4. This requirement does not affect any mandatory right a Buyer holds under applicable law in respect of an Order not fulfilled as agreed. Where confirmed, Afrimart will arrange for the missing item(s) to be shipped, the correct Product provided, or a corresponding refund issued, as appropriate.

Fraud, Counterfeit & Misrepresentation

Afrimart takes reports of counterfeit, fraudulent, unlawfully sold, or materially misrepresented Products seriously. Where reasonably suspected, Afrimart may, where legally permissible:

• Investigate the relevant listing, Order, Seller and/or Buyer, and suspend or cancel the affected transaction.
• Withhold or reverse payment to the Seller pending investigation, to the extent permitted by the applicable payment arrangement and law.
• Remove or suspend the affected listing, and restrict, suspend or terminate the Seller's account.
• Take any other action reasonably necessary to protect Buyers and the integrity of the Platform, including cooperating with authorities.

A Buyer who receives a Product reasonably believed to be counterfeit or materially misrepresented should report this promptly through the return/refund channel, with supporting evidence where available.

Seller Responsibilities

• Accurately and completely describing Products, including characteristics, dimensions, materials and condition, and displaying accurate photographs and specifications.
• Disclosing any material defect or limitation prior to sale, and fulfilling Orders correctly, including appropriate packaging for safe transit.
• Complying with all laws applicable to the sale, labelling, safety, and export/import of their Products.
• Honouring the return, replacement and refund obligations in this Policy and any Seller-specific terms.
• Cooperating fully and promptly with any Afrimart investigation, and responding to requests within the specified timeframe.

A Seller's persistent or serious failure to meet these responsibilities may result in account restriction, suspension or termination, in accordance with Afrimart's Seller agreement and marketplace standards.

Buyer Responsibilities

• Providing accurate and complete delivery information at checkout, and inspecting Products promptly upon Receipt.
• Reporting any eligible issue within the 24-hour window in Section 4, with truthful, accurate and unaltered evidence.
• Following the return instructions provided, and packaging any returned Product appropriately.
• Avoiding any use, alteration or handling beyond reasonable inspection where a return is contemplated.
• Cooperating with any reasonable investigation conducted by Afrimart or a Seller.

Failure to meet these responsibilities may affect a Buyer's eligibility for a remedy under this Policy, subject always to any mandatory right under applicable law.

Afrimart's Role & Discretion

Afrimart operates and facilitates the Platform on which independent Sellers list and sell Products to Buyers. Except where a Product is sold directly by Afrimart or applicable law provides otherwise, Afrimart is not the seller of record for third-party listings, and does not, by operating the Platform, assume the legal responsibilities of a Seller for every transaction.

In connection with return/refund requests, Afrimart may review evidence, request additional information, liaise with the Seller, investigate the circumstances, determine whether a platform-level remedy is appropriate, facilitate processing of an approved remedy, place a hold on a transaction pending investigation, and take proportionate action against a Seller who repeatedly breaches this Policy. Afrimart's determination reflects a platform-level assessment intended to resolve disputes fairly and efficiently — it does not constitute a legal judgment and does not remove any right either party may separately hold under applicable law.

Dispute Resolution

Where a Buyer and a Seller are unable to resolve a return, refund or replacement issue directly, either party may escalate the matter to Afrimart for review. Afrimart may consider order and transaction records, Buyer–Seller communications, photographic or video evidence, delivery and carrier records, the product listing, the Seller's published return terms, and payment records, among other relevant evidence.

International Transactions

Because Afrimart is a global marketplace, Buyers and Sellers may be located in different countries, and a transaction may be subject to more than one set of applicable laws. The applicable law for a given issue depends on the nature of the issue, the location of the parties, the terms of the transaction, and applicable private international law principles.

Cross-border transactions may be affected by differences in consumer protection law, customs duties and import taxes, VAT or equivalent charges, import/export restrictions, international shipping timeframes, currency conversion, and delays attributable to payment providers or customs clearance.

Where physical return is impractical, disproportionately costly, or legally prohibited, Afrimart may, in consultation with the Seller, offer an alternative remedy — such as a partial or full refund without requiring physical return — in place of a physical return.

Payment Processing & Escrow

Payments made through the Platform are processed using third-party payment processors, gateways, and escrow mechanisms designed to hold funds until an Order is confirmed as satisfactorily fulfilled. Release of funds to a Seller, and reversal or refund to a Buyer, generally follows the applicable payment processor's or escrow provider's own operating rules and timeframes, in addition to the process described in this Policy.

Afrimart will use reasonable efforts to facilitate refunds through the applicable payment channel. However, Afrimart cannot guarantee funds can always be reversed — for example, where funds have already been irrevocably disbursed, or a payment method does not support reversal. Where a refund cannot be processed through the original channel, Afrimart will work with the Buyer to identify a reasonable alternative, where practicable.

Abuse of the Return/Refund System

This Policy is intended to provide a fair remedy for genuine issues. Afrimart may investigate and take action, including declining a request, in cases of suspected abuse, including:

• Submitting a false or exaggerated claim of damage or defect, or intentionally damaging a Product after Receipt.
• Returning a different, substitute, or lesser-value item in place of the original Product.
• Making repeated, unjustified or pattern-of-abuse refund requests.
• Manipulating or fabricating evidence submitted in support of a request.
• Initiating a fraudulent chargeback in circumstances that should first be addressed through this Policy.

Where abuse is reasonably established, Afrimart may decline the request, restrict, suspend or terminate the Buyer's account, and/or take other lawful action, including recovery of any amount improperly obtained.

Chargebacks

Afrimart encourages Buyers to first submit a return/refund request through the Platform's return channel, as this is typically the fastest route to resolution. Nothing in this Section restricts any right a Buyer holds under applicable payment card scheme rules or consumer protection law to initiate a payment dispute directly with their bank or card issuer.

Where a chargeback is initiated in circumstances Afrimart reasonably considers unjustified, fraudulent, or inconsistent with a resolution already reached under this Policy, Afrimart may contest the chargeback using available evidence, and may take further action under Section 20 where abuse is established.

Legal Compliance

This Policy is not intended, and should not be interpreted, to exclude, limit or otherwise contract out of any mandatory consumer protection, data protection, payment services, e-commerce, or other applicable law that cannot lawfully be excluded by agreement. Where a provision would otherwise conflict with such mandatory law, that provision applies only to the extent permitted, and the mandatory law prevails.

Because Afrimart operates across multiple jurisdictions, this Policy uses qualifying language such as "to the extent permitted by applicable law" where appropriate, recognising that rights and obligations may vary by location and transaction.

Amendments

Afrimart may amend, update or revise this Policy from time to time, including to reflect changes in applicable law, business practice, or Platform functionality. Where a change is material, Afrimart will use reasonable efforts to notify Buyers and Sellers — for example through the Platform, by email, or an equivalent notice mechanism — and will update the "Last Updated" date above. Continued use of the Platform following such notice constitutes acceptance of the revised Policy, except where applicable law requires a different mechanism.

Contact & Complaints

Buyers and Sellers with questions, complaints, or requests relating to returns, refunds, or this Policy may contact Afrimart using the details below: