Returns & Refunds Policy

1. Return Window

• Buyers have 7 calendar days from the date of delivery to inspect an item and raise a return request.
• Return requests must be submitted through the order page on your ShopCart account, not through external messaging.
• While a return is pending, escrowed funds are not released to the seller.

2. Eligible Returns

You may return an item within the 7-day window for any of the following reasons:

• The item arrived damaged, defective or non-functional.
• The item was significantly different from the listing description, photos or specifications.
• The wrong item was delivered.
• The item is counterfeit or not as authenticated by the seller.
• You changed your mind (buyer's remorse) — accepted only for items in original unused condition with original packaging, where applicable.

3. Items Not Eligible for Return

For health, safety and practical reasons, the following categories cannot be returned unless the item was delivered damaged or defective:

• Food, snacks, beverages and other perishable goods.
• Cosmetics, skincare and personal-care products that have been opened or used.
• Underwear, swimwear and other intimate apparel.
• Custom-made or personalised items (e.g. bespoke clothing, engraved gifts).
• Digital products and downloadable files once accessed.
• Tickets, vouchers and gift cards once issued.

4. How to Initiate a Return

• Sign in to your ShopCart account and go to Dashboard → Orders.
• Select the relevant order and click Request Return / Refund.
• Choose a reason from the dropdown, attach clear photos of the item and any damage, and submit the request.
• The seller is notified immediately and has 48 hours to respond.
• If the seller and buyer cannot agree, ShopCart Support intervenes and reviews the evidence within 3 business days.

5. Return Shipping & Costs

• If the return is due to a seller error (wrong item, damaged on arrival, not as described), the seller covers the return shipping cost.
• If the return is due to buyer's remorse and the item is eligible, the buyer covers the return shipping cost.
• For same-campus transactions, returns can typically be made in person at no shipping cost to either party.
• Return shipping address (for support escalations): ShopCart.ng, c/o Returns Desk, Lagos, Nigeria. Specific item returns are coordinated with the individual seller through your order page after a return request is approved.

6. Refund Timeline

• Once a return is approved and the item is received and inspected by the seller (or ShopCart Support in disputed cases), the refund is issued to your original payment method.
• Refund processing takes 3 to 7 business days depending on your bank and the payment method used (card, transfer, USSD).
• Paystack-processed refunds usually clear within 24 to 72 hours.

7. Dispute Resolution

If a buyer and seller cannot reach an agreement on a return, ShopCart Support reviews the evidence on both sides and makes a binding decision within 3 business days. Either party may submit additional evidence (photos, screenshots of conversations, delivery confirmations) before the review window closes.

ShopCart's decision is final for the purpose of releasing or refunding escrowed funds. Bad-faith returns (false damage claims, item swap fraud, etc.) result in account suspension and forfeiture of seller verification status.

8. Contact Support

For questions about a specific order, use the Help link inside that order on your dashboard. For general policy questions, email us at support@shopcart.ng.