RETURNS, REFUNDS AND EXCHANGES



General

  • Items purchased online can be returned for a refund or exchange

  • It is advised that you verify products okay at point of delivery

  • Items CANNOT be returned for a refund or exchanged after seven (7) days from delivery date.

  • Shipping costs will not be refunded if there are other items listed on the original invoice that are not being returned

  • Customers are required to drop off items they wish to return at a PayPorte hub nearest to them.



Change of Mind

If you change your mind about the products you have purchased from us, we will refund the purchase price or exchange those products purchased subject to the following conditions:

  • Item(s) must be returned within 7 days of purchase, subject to all other terms and conditions in this policy.

  • Item(s) must be unworn, unwashed, or otherwise unused with all original tags/labels attached.

  • White apparels, Swimwear, underwear, sex toys, earrings/ accessories and cosmetics/beauty products (including perfumes & Fragrances) cannot be returned or exchanged.

  • Sale and clearance items are not eligible for a refund or exchange.

  • If you request a refund, the purchase price (excluding delivery charges for online) will be refunded to you using the original payment method once we have received the returned item back and confirmed that it meets conditions 1-4 above. You are responsible for any costs associated with returning the item to us including any currency conversion and/or local or international taxes.



Faulty

  • If an item is faulty, wrongly described, or different from the sample shown then we will meet our legal obligation which includes picking up the item(s), refunding the purchase price and delivery charges, or providing a replacement product provided the complaint is lodged with the Customer Care Team within the 7 days return period.

  • Items that fall under the underlisted categories and confirmed okay at point of delivery but develops a fault when in use cannot be returned for a replacement. Such item(s) can ONLY be repaired by our recommended vendors at the customer’s cost (If any)

    • Electronics & Gadgets

    • Home Appliances

    • Phones




How to return a product

  • Please drop off item(s) to be returned at a PayPorte hub closest to you. Please call our customer care line (+234-805-141-8191) to track a returned product. However, be rest assured you will be kept abreast of your product as soon as we receive it and once due process has been completed in processing the returned product.



How long does it take to carry out a quality evaluation process on returned product (s)?

  • The process only starts when the quality evaluation unit receives the item(s) for evaluation. This can take about 24 – 48hrs. Once we receive the package and confirm that it meets our returns policy, we will process your refund and send you an email to notify you and request for your account details. The refund will appear in your bank account in about 3-7 working days after you hear from us. If there are any issues or your return doesn't meet our policy, we will contact you and send your item(s) back to you.

How long does it take to Pick up, Refund and/or Exchange a Product (s)

  • Pick up Timeline:

    • Lagos (1 – 3 working days)

    • Other states (1 – 3 working days)

  • Refund Timeline:

    • Lagos (3 – 7 working days)

    • Other States (5 – 14 working days)

  • Exchange Timeline:

    • Lagos (3 – 5 working days)

    • Other States (5 – 10 working days)



What is a PayPorte Refund Voucher (PRV)?

  • A PayPorte Refund Voucher (PRV) is a type of voucher code provided to you having the value worth of your requested refund. This PRV can be used to make subsequent purchases online at any time and is valid for a period of 120days. You need to use your voucher during this period.

  • A PayPorte Refund Voucher is made available to a customer as an alternative to cash refund so the customer can use same to make subsequent purchases online.

  • If you have been issued a PayPorte Refund Voucher, you will have received a voucher number.
    Please enter this voucher number in the voucher code box and click "add voucher" during checkout at payment step. A corresponding deduction will be applied to your total amount.

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