Return Reasons & Eligibility for Vendors

Customers may request returns for the following reasons:

The product differs significantly from your listing details, images, or specifications. This includes incorrect colours, materials, dimensions, or features.

The product arrived broken, crushed, or faulty due to shipping and handling issues during delivery.

The item doesn't function as intended or has manufacturing faults that prevent normal use.

The customer received an incorrect product, wrong size, wrong colour, or different variation than what they ordered.

The customer no longer wants the item. This is optional and depends entirely on your store's return policy.

Important: Returns for damaged, defective, misdescribed, or incorrect items must always be accepted, it's a consumer rights requirement. Change-of-mind returns are optional and at your discretion.

Return eligibility timeframes vary depending on the reason for return:

Customers have up to 7 days from delivery (or 72hrs for digital/software products) to report and request a return for damaged or defective products.

Claims must typically be made within 2, 7 days of delivery, depending on the circumstances and your stated policy.

If you choose to accept change-of-mind returns, set a clear timeframe in your store policy (must meet or exceed Elexbig's standard 7-day window for physical products, 72hrs for digital).

Some product categories may require longer coverage periods, for example, electronics or appliances may have extended warranty obligations.

Note: All eligibility periods, return windows, and refund policies must comply with applicable Nigerian consumer protection laws. Your policy cannot override these legal rights.

When handling returns, you must:

• Honour valid return requests that fall within the eligibility window and have a legitimate reason
• Clearly communicate your return policy for optional scenarios like change of mind
• Provide clear instructions for return postage or collection, including return addresses and timeframes
• Issue refunds promptly once the returned product is received and verified (typically within 3, 5 business days)
• Cover return shipping costs for damaged, defective, or misdescribed items
• Maintain records of all return communications and product condition assessments

Warning: Refusing a valid return request may result in Elexbig intervening and issuing a refund on your behalf. Any costs incurred will be recovered from your vendor account and may impact your seller rating.

Customers requesting returns are expected to:

• Submit return requests within the stated eligibility window
• Return items in their original condition wherever possible (unused, with tags attached, in original packaging)
• Provide photographic evidence of damage, defects, or discrepancies if requested
• Follow your return instructions, including using appropriate packaging for return shipping
• Act in good faith and not misuse the returns process

Alert: Customers who misuse the returns process, such as returning items that have been used beyond reasonable trial, damaged after delivery, or significantly different from what was sent, may have their claims rejected.

Customised or made-to-order items

Products that are personalised, custom-made, or made-to-order are generally not eligible for change-of-mind returns. However, they must still be eligible for return if they're defective, damaged in transit, or not as described.

You may restrict change-of-mind returns on sale items, but consumer guarantee protections still apply for faulty or misdescribed products.

Pro tip: Clearly state any category-specific return restrictions in your product descriptions and store policy to prevent disputes.

Set clear expectations upfront

Include your return windows and conditions clearly in your product listings, store policy page, and order confirmation emails.

Document packaging processes, include photos of items before dispatch, and maintain shipping records. This evidence is invaluable if return claims are disputed.

Quick refund processing maintains customer trust and reduces negative feedback. Aim to process returns within 3, 5 business days of receiving the item.

Keep customers updated throughout the return process, acknowledge receipt of the return request, confirm when you've received the item, and notify them when the refund is processed.

Offering occasional goodwill returns (like free returns on a customer's first order) can build loyalty and encourage repeat purchases.

Insight: Use return data as business intelligence. If multiple customers report the same issue (e.g., sizing problems, colour inaccuracies), use this feedback to improve your product descriptions, photography, or size guides.

Return shipping cost responsibility depends on the reason:

• Item is damaged, defective, or faulty
• Item is not as described in your listing
• Wrong item was sent
• You offer free returns as part of your store policy

• Return is due to change of mind (if your policy allows these returns)
• Your clearly stated policy requires customer-paid returns for optional scenarios

Note: You cannot charge customers return shipping for items that are faulty, damaged, or misdescribed, this is a consumer rights requirement.

Can I set my own return windows?

Yes, for optional return types like change of mind. However, mandatory returns (damaged, defective, not as described, wrong item) must comply with Elexbig's marketplace standards and Nigeria consumer law. You cannot set stricter windows than what consumer protection legislation allows.

You're not obliged to accept late return requests unless consumer law requires otherwise. However, offering goodwill returns in exceptional circumstances can help preserve customer relationships and prevent negative reviews. Consider each case individually.

Refunds should be issued within 3, 5 business days of receiving and verifying the returned product. Prompt processing shows professionalism and helps maintain positive customer experiences.

Restocking fees may be permitted for change-of-mind returns if clearly stated in your return policy, but they cannot be charged for faulty, damaged, or misdescribed items. Keep any fees reasonable (typically 10, 20% maximum).

If a returned item shows signs of use beyond reasonable inspection, or damage that wasn't present when shipped, you may refuse the return or offer a partial refund. Document the condition with photos and communicate clearly with the customer.

"A fast, hassle-free refund process is one of the best ways to turn a disappointed customer into a loyal one."

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