Return & Refund Policy

General Return Policy

Sales World Marketplace operates as an online marketplace that connects buyers with independent sellers. Unless otherwise stated on a product listing, returns and refunds are subject to the terms of this policy, the applicable seller’s stated return conditions, and applicable consumer protection laws.

A seller may provide a return period or warranty that is more generous than the minimum requirements stated in this policy. Where applicable, the specific product listing will contain additional information.

When Can I Request a Return?

A buyer may request a return or refund where the circumstances reasonably justify it, including where:

• The product delivered is materially different from the product description.
• The wrong product, size, model, quantity or variant was delivered.
• The product arrived damaged.
• The product is defective or does not function as reasonably expected.
• The product is materially unsuitable for a particular purpose that was communicated to the seller.
• The product does not correspond with an agreed sample or description.
• The order was not delivered and the circumstances justify a refund.
• The transaction is cancelled in circumstances where the buyer is legally entitled to a refund.

Nothing in this policy is intended to remove or restrict any mandatory rights a consumer may have under applicable law.

Products That May Not Be Eligible for Change-of-Mind Returns

Subject to applicable law, some products may not be eligible for return simply because a customer has changed their mind. These may include:

• Products specifically personalised or customised for the buyer.
• Perishable goods.
• Products that cannot reasonably be returned for hygiene or safety reasons after opening or use.
• Digital products that have already been downloaded, accessed or consumed, where applicable.
• Services that have already been fully performed.
• Products damaged through misuse, alteration or improper handling by the customer.
• Products returned without their required accessories or components where their absence materially affects the product.

These exclusions do not prevent a buyer from exercising any mandatory statutory rights that apply where a product is defective, unsafe, misrepresented or otherwise fails to comply with applicable legal requirements.

Return Condition

Where a return is approved, the customer may be required to return the product in a condition reasonably consistent with the reason for the return.

Where applicable, products should be returned with their original packaging, accessories, manuals, labels and other items supplied with the order.

Customers should not deliberately damage, modify or misuse a product after discovering a problem. Normal examination of a product to determine whether it corresponds with the description or is suitable for its intended purpose is treated differently from unreasonable use or damage.

How to Request a Return or Refund

To request a return or refund, customers should contact Sales World Marketplace through the appropriate customer support channel or order-support feature available on the platform.

Please provide:

• Order number.
• Product name.
• Reason for the return or refund.
• Description of the problem.
• Photographs or videos where they help demonstrate damage, defect or incorrect delivery.
• Any other information reasonably required to investigate the claim.

Return Investigation

Depending on the nature of the complaint, Sales World Marketplace may contact the buyer, seller and/or logistics partner to verify the circumstances surrounding an order.

We may request photographs, videos, delivery information, tracking information or other reasonable evidence before making a decision.

Where appropriate, the seller may be given an opportunity to respond to the complaint.

Refund Approval

Where a refund is approved, the amount refunded will generally correspond to the amount properly refundable for the affected order or product.

Depending on the circumstances, a resolution may include:

Refund Processing Time

Once a refund has been approved, Sales World Marketplace will initiate the refund through the applicable payment or settlement process.

We aim to process approved refunds promptly. However, the time required for the funds to appear in the customer’s account may depend on the payment provider, bank, card issuer or other financial institution involved.

Shipping and Return Costs

Responsibility for return shipping costs may depend on the reason for the return.

• Where the seller supplied the wrong product, a materially defective product or a product materially inconsistent with its description, the appropriate party may be responsible for reasonable return costs, subject to verification.
• Where a customer requests a return solely because of a change of mind and the return is permitted, the customer may be responsible for applicable return delivery costs.
• Where a logistics error is responsible for the problem, Sales World Marketplace may investigate the logistics provider’s role before determining the appropriate resolution.

No customer will be charged an unreasonable return cost where applicable law requires otherwise.

Damaged Products

Customers should inspect packages and products as soon as reasonably possible after delivery.

If an item arrives visibly damaged, customers should document the condition with photographs or video where practical and report the issue through the marketplace support channel.

Damage claims may be reviewed against the seller’s packaging, dispatch information and available logistics records.

Wrong or Missing Items

If an order contains an incorrect item, missing item or incorrect quantity, please report the issue promptly.

Depending on the circumstances, the resolution may include delivery of the missing item, replacement of the incorrect item, partial refund or full refund of the affected item.

Orders That Have Not Been Delivered

Where an order is delayed, lost or otherwise not delivered, customers should contact Sales World Marketplace so that the order and available tracking information can be reviewed.

We may contact the seller and logistics provider to determine the status of the shipment.

Where an order is confirmed lost or cannot reasonably be fulfilled, an appropriate refund or alternative resolution may be provided, subject to the circumstances and applicable law.

Seller Responsibilities

Sellers using Sales World Marketplace are expected to:

• Provide accurate and complete product descriptions.
• Display accurate prices and product information.
• Clearly identify used, refurbished or reconditioned products where applicable.
• Package products appropriately for delivery.
• Honour applicable return, warranty and consumer protection obligations.
• Respond reasonably to legitimate customer complaints.
• Cooperate with marketplace investigations involving their orders.

Sellers must not create return or refund terms that unlawfully remove consumer rights or mislead customers about their legal protections.

Fraudulent or Abusive Refund Claims

Sales World Marketplace reserves the right to investigate claims that appear fraudulent, dishonest or abusive.

Examples may include knowingly providing false information, submitting manipulated evidence, falsely claiming non-delivery, returning a substantially different item, or repeatedly abusing the refund process.

Where appropriate, fraudulent activity may result in account restrictions, cancellation of transactions or other lawful action.

Marketplace Responsibility

Sales World Marketplace provides technology and marketplace infrastructure that connects buyers, sellers and logistics providers.

Individual sellers may be responsible for the fulfilment, description, quality and availability of products they list.

However, Sales World Marketplace may intervene in disputes, facilitate communication, investigate complaints and provide appropriate marketplace remedies where applicable.

Currency and Refunds

Where international customers see prices converted from Nigerian Naira into another display currency, the refund amount may be processed according to the applicable transaction and payment provider rules.

Exchange-rate fluctuations, bank charges or payment-provider conversion rules may affect the amount ultimately received by the customer where the original transaction involved currency conversion.

Where applicable law requires a particular refund treatment, that requirement will prevail.

Payment Provider Delays

After Sales World Marketplace initiates an approved refund, the payment processor or financial institution may require additional time to complete the transaction.

If a refund has been confirmed as processed but has not appeared in your account after a reasonable period, please contact us with your order information so we can assist with tracing the payment.

Consumer Rights

This Return & Refund Policy is intended to provide clear marketplace procedures and does not replace applicable consumer protection law.

Nothing in this policy is intended to exclude, restrict or waive a consumer right that cannot lawfully be excluded, restricted or waived.

Where applicable Nigerian consumer protection legislation provides a consumer with a right to return goods or obtain a refund, that right will be respected.

Changes to This Policy

Sales World Marketplace may update this Return & Refund Policy from time to time to reflect changes in our services, marketplace operations, payment processes, logistics arrangements or applicable legal requirements.

The latest version published on this page will apply from its stated effective date.