Refund policy

Effective Date: 06 June 2020 Version: 1.0

This Refund Policy outlines the conditions under which customers may receive refunds for purchases made on the Buyuma multi-vendor e-commerce marketplace (buyuma.com). This policy applies to all transactions conducted through the Platform.

Buyuma is committed to ensuring a fair shopping experience. As a marketplace facilitator, we mediate between customers and vendors to resolve refund requests in accordance with this policy and applicable Nigerian consumer protection laws.

This policy covers:

• Product returns and refunds
• Order cancellation refunds
• Non-delivery refunds
• Partial refunds
• Wallet credits
• Vendor obligations regarding refunds

This policy does not cover:

• Campaign or advertising spend by vendors
• Vendor withdrawal fees or commission deductions
• Third-party services accessed through links on the Platform

You are eligible for a refund if:

• Defective Product: The product is faulty, damaged, or non-functional upon delivery
• Wrong Product: You received a different product or variant than what was ordered
• Not as Described: The product materially differs from its listing description, images, or specifications
• Non-Delivery: The product was never delivered and is confirmed lost in transit
• Order Cancellation: You cancelled the order before it entered "Processing" status
• Vendor Cancellation: The vendor cancelled the order (out of stock, pricing error, unable to fulfill)
• Duplicate Charge: You were charged more than once for the same order due to a system error

To qualify for a refund through product return, the following conditions must be met:

• The return request is initiated within 7 days of delivery confirmation
• The product is in its original condition (unused, unaltered, undamaged by you)
• Original packaging is intact (where applicable)
• All accessories, tags, and included items are present
• You provide photographic or video evidence of the issue (for defective/wrong/not-as-described claims)

The following products are generally not eligible for refund unless they arrive defective or materially different from the listing:

• Perishable goods (food, flowers, fresh produce)
• Personal hygiene products (underwear, swimwear, beauty products with broken seals)
• Custom-made or personalized items (engraved, monogrammed, or made-to-order products)
• Digital products (downloadable content, software licenses, digital vouchers)
• Products with broken seals where the listing explicitly states non-refundable once opened (e.g., sealed electronics accessories, DVDs, software)
• Products explicitly marked as "Final Sale" or "Non-Refundable" in the listing

Vendors must clearly indicate non-refundable status in their product listings. If non-refundable status is not disclosed, standard refund eligibility applies.

Once a refund is approved:

Processing times for gateway refunds depend on your bank or card issuer and are outside Buyuma's control.

Refund requests submitted after the stated timeframe:

• Are reviewed on a case-by-case basis at Buyuma's discretion
• May be declined if the delay is unreasonable or the issue cannot be verified
• Must include a valid explanation for the delay

1. Navigate to your order: Go to "My Orders" in your account and select the relevant order
2. Initiate return/refund: Click "Request Return" or "Report Issue" on the order detail page
3. Select reason: Choose the applicable reason from the provided options
4. Provide evidence: Upload photos or videos showing the issue (required for defective, wrong, or not-as-described claims)
5. Submit request: Submit your refund request for review
6. Await response: The vendor has 48 hours to respond (accept, reject, or request more information)
7. Ship return (if applicable): If the return is accepted, ship the product back to the vendor's return address
8. Receive refund: Refund is processed once the vendor confirms receipt of the returned item (or immediately for non-delivery/cancellation cases)

If you prefer, you may request a refund by:

• Messaging Buyuma support via OrbitConnect chat
• Providing your order number, reason, and supporting evidence
• A support agent will facilitate the process on your behalf

For different refund scenarios, the following evidence is expected:

By default, refunds are credited to your Customer Refund Wallet:

• Credits are available within 24 hours of refund approval
• Wallet balance can be used for future purchases on Buyuma
• Wallet balance can be combined with a payment gateway at checkout (partial wallet payment)
• Wallet balances are non-transferable and cannot be withdrawn to a bank account

In certain cases, refunds may be processed to your original payment method:

• When specifically requested and approved by Buyuma
• For duplicate charges or system errors
• When required by Nigerian consumer protection law
• Processing takes 5–10 business days depending on your bank or card issuer

For orders paid partially with wallet and partially with a payment gateway:

• The wallet portion is refunded to your wallet
• The gateway portion is refunded to the original payment method or wallet (at Buyuma's discretion)

You may cancel an order and receive a full refund if:

• The order status is "Pending Payment" — payment is simply not collected
• The order status is "Confirmed" — full refund to wallet or original payment method

Once an order enters "Processing" status (vendor has started preparing it), cancellation is no longer guaranteed. You may still request cancellation, but it is subject to vendor approval.

If a vendor cancels your order (out of stock, pricing error, inability to fulfill):

• You receive an automatic full refund
• Refund is credited to your Buyuma Wallet within 24 hours
• You will be notified via email and in-app notification with the vendor's reason
• No penalty is applied to you

Orders may be automatically cancelled by the system if:

• Payment is not completed within the reservation window (15 minutes)
• The order is flagged for fraud and not verified
• A force majeure event prevents fulfillment

System-cancelled orders receive automatic refunds where payment was collected.

If your order has not been delivered:

• Wait until the estimated delivery date has passed
• Allow an additional 3 business days for possible logistics delays
• If still undelivered after 7 days past the expected date, file a non-delivery report

Upon receiving a non-delivery report:

1. Buyuma contacts the vendor for tracking verification
2. The logistics provider is queried for delivery status
3. If tracking confirms non-delivery or the package is lost:
4. • A full refund is issued to your wallet within 24 hours
5. If tracking shows delivery but you dispute it:
6. • Further investigation with proof of delivery from the carrier
   • Resolution based on available evidence

Vendors are responsible for packages until delivery is confirmed. If a package is lost in transit:

• The refund amount is deducted from the vendor's earnings (if already settled)
• Vendors should use reliable carriers with tracking to protect themselves
• Buyuma does not compensate vendors for lost packages unless Platform error is proven

A partial refund may be issued when:

• Multi-item order: Only some items are returned; refund covers returned items only
• Minor defects: The product has a minor issue but is still usable, and you agree to keep it at a reduced price
• Used product return: A return is accepted but the product shows signs of use, reducing its value
• Missing components: The product is missing accessories or parts but the main item is functional
• Negotiated resolution: You and the vendor agree on a partial refund as a compromise

• For returned items in a multi-item order: Refund = item price × quantity returned
• For negotiated resolutions: Amount agreed upon by both parties (or determined by Buyuma support)
• Shipping costs are not refunded unless the return is due to vendor error

• Vendor error (wrong item, defective, not as described): Original shipping cost is included in the refund; return shipping is the vendor's responsibility
• Customer preference (changed mind, no longer needed): Original shipping cost is NOT refunded; return shipping is at the customer's expense
• Non-delivery: Full refund including any shipping charges paid

Products purchased during flash deals follow the same refund policy as regular purchases:

• Refund amount is the flash deal price paid (not the regular price)
• Stock is not restored to the flash deal upon refund (the deal stock is consumed)
• You cannot re-purchase at the deal price after a refund if the deal has ended

For orders where a coupon or discount was applied:

• Refund amount is the actual amount paid after discount
• The coupon is not re-issued upon refund (it is considered used)
• If the refund makes the order ineligible for the original coupon (e.g., minimum spend no longer met), the full discount may be deducted

For orders paid using Buyuma Wallet balance:

• Refund is credited back to the wallet
• No gateway processing time applies — wallet credits are instant

When a refund/return request is submitted:

• Vendors must respond within 48 hours (accept, reject, or request more info)
• If the vendor does not respond within 48 hours, Buyuma may approve the refund automatically on behalf of the vendor
• Vendors who consistently fail to respond will face performance penalties

Vendors must accept returns when:

• The product is defective or damaged (not caused by the customer)
• The wrong product or variant was shipped
• The product materially differs from the listing

Vendors may reject returns when:

• The product is not in its original condition (customer-caused damage)
• The return window has expired
• The product is listed as non-refundable and the customer's reason doesn't qualify for exception
• Evidence provided does not support the claimed issue

• Vendor error: Vendor is responsible for return shipping costs (or must provide a prepaid return label)
• Customer preference: Customer bears return shipping costs
• Buyuma may facilitate return logistics through integrated shipping partners in the future

When a refund is processed:

• If the order is still within the settlement period (7 days post-delivery): The earnings are simply not credited
• If the order has already been settled to the vendor's wallet: The refund amount is deducted from the vendor's wallet balance
• If the vendor's wallet has insufficient balance: The deduction is applied to future earnings
• Vendors are notified of all refund deductions with associated order references

If a vendor rejects your refund request and you disagree:

1. You may escalate the dispute to Buyuma support
2. Provide all available evidence (photos, messages, tracking)
3. Buyuma support will review evidence from both parties
4. A decision will be issued within 5–10 business days
5. Buyuma's decision is binding within the Platform

You can escalate at any time by:

• Using the "Escalate to Buyuma" button on the refund request (if available)
• Contacting support via OrbitConnect chat
• Emailing support@buyuma.com with your order number and issue details

In disputed refund cases, Buyuma may:

• Approve a full refund in the customer's favor
• Approve a partial refund as a compromise
• Deny the refund if evidence supports the vendor's position
• Request additional evidence from either party
• Involve a third-party assessment for high-value disputes

If you disagree with Buyuma's refund decision:

• Submit an appeal within 7 days of the decision
• Include new evidence not previously considered
• Appeals are reviewed by a senior team member
• Appeal decisions are final

Buyuma monitors for refund abuse patterns including:

• Excessive refund requests relative to order volume
• Claiming non-delivery when tracking confirms delivery
• Returning used or different products than what was purchased
• Filing chargebacks after receiving a Platform refund
• Coordinated abuse across multiple accounts

Users found abusing the refund system will face:

• Refund request restrictions (manual review required for all future requests)
• Account warnings
• Account suspension
• Permanent ban for confirmed fraud
• Legal action for significant financial losses

Vendors who deliberately ship defective, wrong, or counterfeit products to exploit the refund system:

• Will have refund costs deducted plus penalties
• Face account suspension or termination
• May be reported to law enforcement for fraud

If order fulfillment or delivery is impacted by events beyond anyone's control (natural disasters, civil unrest, pandemics, government actions):

• Refunds will be processed for undelivered orders
• Extended timelines may apply for refund processing
• Buyuma will communicate any delays proactively

If a refund situation arises due to a Buyuma platform error (duplicate charges, incorrect pricing applied, system failure):

• Buyuma takes full responsibility for resolution
• Refunds are processed immediately upon confirmation of the error
• Neither the customer nor vendor is penalized

If Paystack or Stripe experiences issues affecting refund processing:

• Buyuma will credit your wallet as an interim measure
• Gateway refunds will be retried when the service is restored
• You will be kept informed of any delays

Orders with products from multiple vendors are split into separate sub-orders. Each sub-order:

• Is fulfilled independently by the respective vendor
• Has its own status and tracking
• Is subject to its own refund eligibility

You may request a refund for items from one vendor without affecting items from another vendor in the same original order.

For split orders:

• Refund covers only the specific items/sub-order in question
• Shipping costs are refunded only if they apply to the specific sub-order and the refund qualifies
• Coupons applied to the full order are prorated across sub-orders for refund purposes

For refund-related inquiries:

• In-App Chat: OrbitConnect support (available from your account)
• Email: support@buyuma.com
• Subject Line: Include "Refund Request" and your order number

• Initial acknowledgment: Within 24 hours
• Resolution for clear-cut cases: Within 48 hours
• Resolution for disputed cases: Within 5–10 business days
• Appeal decisions: Within 10 business days

This Refund Policy does not limit your rights under:

• The Federal Competition and Consumer Protection Act (FCCPA) 2018
• The Consumer Protection Council Act
• Any other applicable Nigerian consumer protection legislation

If you believe your consumer rights are not being upheld, you may contact the Federal Competition and Consumer Protection Commission (FCCPC).

Buyuma reserves the right to update this Refund Policy. Changes will be:

• Communicated via email and in-app notification
• Posted with an updated effective date
• Applied only to orders placed after the effective date (existing refund requests follow the policy in effect at the time of purchase)
• Material changes include a 30-day notice period

By making a purchase on Buyuma, you acknowledge that you have read and understood this Refund Policy.

Last Updated: 06 June 2020 Document Version: 1.0