Returns & Refunds

Afrikobo Return, Refund and Exchange Policy

Effective Date: 13 October 2026
Last Updated: 13 October 2026
Platform: Afrikobo
Website: www.afrikobo.com
Customer Support: [email protected]
Applicable Market: Nigeria, unless otherwise stated at checkout.

1. Introduction

Afrikobo is a multi-vendor e-commerce marketplace that connects customers with independent vendors offering products across different categories, including fashion, electronics, food, home and lifestyle products, and other consumer goods.

This Return, Refund and Exchange Policy explains the circumstances under which customers may request a return, replacement, exchange, refund or other appropriate resolution for an order placed through Afrikobo.

Our goal is to ensure that customers receive products that match their orders, product descriptions and applicable quality standards.

This policy applies to purchases made through the Afrikobo website, mobile application, or any other official Afrikobo sales channel to which the policy is made applicable.

By placing an order on Afrikobo, customers acknowledge this policy. However, nothing in this policy removes, restricts or overrides any consumer right that cannot lawfully be excluded under applicable law.

2. Scope of the Policy

This policy covers:

Products that are defective, damaged or faulty upon delivery.
Products that are incorrect or materially different from their descriptions.
Missing items, incomplete orders and incorrect quantities.
Eligible customer requests for returns or exchanges.
Orders cancelled before dispatch.
Orders that are not delivered or are lost in transit.
Failed deliveries and refused deliveries.
Refunds for online payments and cash-on-delivery orders.
Vendor responsibilities and Afrikobo's role in resolving disputes.
Refunds involving delivery charges, promotional discounts and partial orders.

The policy applies to Afrikobo customers and vendors participating in transactions through the marketplace.

Where an order contains products from multiple vendors, each product may be assessed separately. A return or refund for one item does not automatically cancel the other items in the order.

3. Important Definitions

Customer: An individual or organisation purchasing products through Afrikobo.
Vendor: A seller registered on Afrikobo who lists and sells products through the marketplace.
Return: The process of sending an eligible product back to the vendor or an approved return location.
Refund: The return of money paid by a customer for an eligible order or product.
Replacement: The supply of a new product in place of an eligible defective, damaged, incorrect or missing product.
Delivery Partner: GoChaCha or another logistics provider authorised to handle the collection or delivery of an order.
Business Day: A day other than a Saturday, Sunday or public holiday in the relevant location.
Original Condition: The condition of a product before use, alteration, damage or deterioration, taking into account any defect or damage that existed when the product was delivered.

4. General Return Eligibility

A customer may request a return, replacement or refund where one or more of the following conditions apply:

The product is defective, faulty or unsafe.
The product received differs materially from the product ordered or its advertised description.
The customer receives the wrong product, size, colour, model or quantity.
The product arrives damaged, excluding damage caused by the customer after delivery.
The product is missing from an order for which payment was made.
The order was not delivered, was confirmed lost in transit or was cancelled without fulfilment.
The product is unsuitable for a specific purpose expressly communicated to the seller, where applicable law provides a remedy.
Another circumstance arises in which a return, replacement or refund is required under applicable law or an express Afrikobo guarantee.

Customers should report a problem as soon as reasonably possible after delivery.

For defective or non-conforming goods, Afrikobo will assess requests in accordance with applicable consumer-protection law, including the Federal Competition and Consumer Protection Act 2018 (FCCPA). The Act provides consumer protections concerning product quality, defective goods and returns. See the official FCCPC consumer rights guidance.

Nothing in this policy prevents a customer from exercising a statutory right within the applicable legal period, even where an ordinary marketplace reporting window has passed.

5. Return Reporting Periods

For efficient handling, customers should use the following reporting periods as Afrikobo's proposed operational targets.

Reason for request	Recommended reporting period
Wrong product or incorrect variant	Within 48 hours of delivery
Visible damage on delivery	Within 48 hours of delivery
Missing item or quantity discrepancy	Within 48 hours of delivery
Product not matching its description	Within 7 calendar days of delivery
Product not working or suspected defect	As soon as possible after discovery
Non-delivery or lost shipment	After the promised delivery window has passed
Customer change-of-mind request	Within 7 calendar days, if the product category is eligible

These reporting periods are administrative guidelines, not absolute cut-offs for statutory rights, product warranties or other remedies that applicable law protects.

For food, perishable goods and urgent product-safety issues, customers should report the problem immediately.

Afrikobo may request additional information where necessary to assess a claim.

6. Products Eligible for Return

Subject to applicable law and the circumstances of the transaction, the following products may qualify for return, replacement or refund:

Fashion items delivered in the wrong size, colour or style, or materially different from their listing.
Electronics that arrive defective, damaged or different from the item ordered.
Home and lifestyle products that arrive damaged, incomplete or materially inconsistent with the listing.
Products with missing components or accessories that were expressly included in the purchase.
Products delivered in an incorrect quantity.
Products that are unsafe, counterfeit, materially misrepresented or otherwise non-compliant with applicable requirements.
Other products for which the vendor or Afrikobo has approved a return or another remedy.

The remedy available depends on the nature of the problem, the product category, the evidence provided and applicable law.

7. Products That May Not Qualify for Change-of-Mind Returns

Some products may be unsuitable for ordinary change-of-mind returns because of hygiene, safety, perishability, personalisation or other practical considerations.

Subject to applicable law, these may include:

Fresh food, prepared meals and other perishable products.
Products that spoil quickly or require controlled storage.
Personal-care or hygiene products that have been opened or used.
Sealed products where opening the seal makes resale inappropriate for legitimate hygiene or safety reasons.
Custom-made, personalised or made-to-order products.
Digital products or services that have been fully supplied, where a lawful exclusion applies.
Products clearly identified as non-returnable for a lawful and disclosed reason.

These exclusions apply only to ordinary change-of-mind requests where legally permitted.

They do not automatically exclude remedies for defective, unsafe, incorrect, counterfeit or materially misrepresented products. Nor do they override mandatory consumer rights.

A vendor cannot make a defective product non-returnable simply by marking it "final sale."

8. Customer Change-of-Mind Returns

A change-of-mind return occurs when a customer receives the correct product in the expected condition but decides that they no longer want it.

Afrikobo may permit these returns where the vendor supports them and the product category is eligible.

For a change-of-mind request, the customer may be required to ensure that:

The product is unused and in its original condition.
All original accessories, tags, manuals and packaging are included where reasonably applicable.
The product has not been damaged, altered or misused.
The request is made within the applicable return window.
The product does not fall within a lawful exclusion.

Unless otherwise stated at checkout or required by law, the customer may be responsible for the cost of returning an eligible change-of-mind purchase.

The original delivery charge may not be refundable for a voluntary return where the original delivery service was properly provided and applicable law permits this treatment.

Afrikobo does not guarantee change-of-mind returns for every product or vendor.

9. Defective, Damaged or Incorrect Products

Customers who receive defective, damaged or incorrect products should contact Afrikobo Customer Support and provide:

The order number.
The name of the product and vendor.
A description of the problem.
Photographs or videos showing the issue, where reasonably available.
The date the product was received.
Any relevant packaging, serial number or delivery evidence.

Afrikobo may coordinate with the vendor and delivery partner to investigate the complaint.

Depending on the circumstances and applicable law, the customer may be offered:

Repair of the product.
Replacement with the correct or an equivalent product.
A full or appropriate partial refund.
Another reasonable remedy agreed with the customer.

Where a defective, unsafe or non-conforming product qualifies for a statutory remedy, Afrikobo and the responsible vendor will not use this policy to deny that remedy.

Customers should not be required to pay return shipping for a verified defective, damaged or incorrectly supplied product where the vendor or marketplace is responsible for the problem or applicable law requires the seller to bear the expense.

10. Product Description and Listing Accuracy

Vendors are responsible for ensuring that product listings accurately describe the goods offered for sale.

Listings should include relevant information such as:

Product name and specifications.
Available sizes, colours, models and variants.
Materials, dimensions and quantities, where relevant.
Whether the product is new, used, refurbished or reconditioned.
Product limitations, compatibility requirements and included accessories.
Clear product images that reasonably represent the item.
Applicable warranty information.
Relevant storage, expiry or handling information for perishable products.

Minor variations in colour caused by screen settings or lighting do not automatically establish that a product is materially different from its description.

However, material differences, misleading specifications, undisclosed used or refurbished status, missing advertised features or delivery of a substantially different product may qualify for a remedy.

11. Return Procedure

Customers should follow these steps when requesting a return.

Step 1: Sign in or locate the order

Open the Afrikobo website or application and locate the relevant order. Customers who checked out without creating an account should contact Customer Support using their order confirmation details.

Step 2: Submit a return request

Select the relevant order and product, where this functionality is available. Otherwise, contact Afrikobo Customer Support through an official channel. State the reason for the request and provide supporting information.

Step 3: Review and assessment

Afrikobo will acknowledge the request and assess the information provided. Where necessary, the marketplace may consult the vendor or delivery partner.

Step 4: Receive return instructions

If a physical return is appropriate, Afrikobo will provide the approved return address, collection arrangement or drop-off instructions. Customers should not send products to an unverified address.

Step 5: Package and return the product

Customers should package the product securely and follow the instructions provided. They should retain any return receipt or tracking number.

Step 6: Inspection and decision

The vendor or an authorised inspection team may examine the returned product to confirm the reported issue. Inspection must be reasonable and should not be used to delay or deny a remedy that the customer is entitled to receive.

Step 7: Resolution

Afrikobo will communicate the approved resolution, which may include repair, replacement, exchange or refund.

Where the customer is entitled to a refund or other remedy, the process will be completed in accordance with applicable law and the timelines communicated to the customer.

12. Refund Eligibility

A refund may be approved where:

The product is defective, damaged, unsafe or materially different from its description.
The wrong product or quantity was delivered.
A paid item was not supplied.
The order was cancelled before fulfilment and the payment was collected.
The order was not delivered and the customer is entitled to a refund.
The vendor cannot fulfil the order and no acceptable alternative is agreed.
A return has been approved and a refund is the appropriate remedy.
A payment was collected more than once for the same transaction.
A payment was successful but the order was not created or confirmed.
Another circumstance requires a refund under applicable law or the transaction terms.

Afrikobo may issue a full refund or a partial refund, depending on the circumstances.

For example, where a customer receives three products and only one is defective, the remedy may relate to the affected item rather than the entire order, unless the circumstances or applicable law justify a broader refund.

13. Refund Processing Timelines

The following are proposed Afrikobo operational targets, subject to the capabilities of the payment provider, banks and logistics partners.

Stage	Target
Acknowledge a complaint	Within 1 business day
Initial assessment	Within 2 business days after sufficient information is received
Communicate a decision for a straightforward case	Within 3 business days after sufficient information is received
Initiate an approved refund	Within 2 business days after approval, where practicable
Bank or payment-provider crediting	Depends on the payment provider and receiving financial institution

Complex cases involving disputed delivery, suspected fraud, technical defects or vendor investigations may require additional time. Afrikobo will communicate material delays and provide updates.

These targets do not extend a shorter mandatory statutory deadline.

The time Afrikobo takes to initiate a refund is different from the time a bank or payment provider takes to credit the customer.

14. Refund Method

Afrikobo will normally seek to return funds through the original payment method where technically and legally possible.

14.1 Online payments

For orders paid through Paystack or another approved payment processor, Afrikobo will initiate an eligible refund through the applicable payment process. Depending on the payment method and provider, the funds may take additional time to appear in the customer's account. Customers may be asked to confirm transaction details if a payment cannot be traced.

14.2 Bank transfer

Where the original payment was made by bank transfer, Afrikobo may refund the verified originating account or another account where the alternative method is appropriately verified and permitted.

14.3 Cash on delivery

Where the customer paid cash upon delivery, Afrikobo will arrange an appropriate refund method, which may include a verified bank transfer or another approved method. Customers may be asked to provide account details securely through an official support channel.

Afrikobo will not ask customers to disclose their banking password, card PIN or one-time password to process a refund.

14.4 Marketplace credits or vouchers

Afrikobo may offer store credit or a voucher as an alternative only where the customer agrees to it and applicable law permits it. Store credit will not replace a cash refund where the customer is legally entitled to a monetary refund and has not agreed to the alternative.

14.5 Duplicate or failed payments

Where a payment is duplicated, or payment succeeds without a corresponding order, Afrikobo will investigate and coordinate with its payment provider to arrange reversal or refund as appropriate.

15. Refund Amounts and Delivery Charges

The amount refunded will depend on the nature of the complaint and the applicable remedy.

Full refund

A full refund may include the price paid for the affected product and applicable delivery charges where the order was cancelled, not delivered, materially misrepresented or otherwise qualifies for a full refund.

Partial refund

A partial refund may be appropriate where only part of an order is affected or where a partial remedy is legally and reasonably appropriate.

Original delivery charges

Original delivery charges may be refundable where the delivery failed, the order was cancelled before fulfilment, or the customer is entitled to reimbursement under applicable law or the circumstances of the transaction.

For a voluntary change-of-mind return, original delivery charges may remain non-refundable where the delivery service was properly provided and the law permits it.

Return shipping charges

For verified vendor errors, defective products or other cases where the vendor or marketplace is responsible, return shipping will be arranged or reimbursed as appropriate.

For eligible voluntary returns, the customer may be responsible for return shipping where this was clearly disclosed and the law permits it.

No fee or deduction will be imposed in a manner that unlawfully reduces a customer's statutory refund entitlement.

16. Order Cancellation

Customers may request cancellation before an order is dispatched.

Cancellation is subject to the order's fulfilment status, the nature of the product and applicable law.

Before dispatch

Where cancellation is accepted before dispatch, Afrikobo will cancel the order and initiate a refund for any amount paid, subject to applicable law.

After dispatch

Once an order has been dispatched, cancellation may need to be handled through the return process. The customer should not assume that a dispatched order can be cancelled immediately.

Vendor cancellation

If a vendor cancels an order because of stock unavailability, inability to fulfil the order or another vendor-side issue, Afrikobo will notify the customer and arrange a refund or another solution agreed with the customer.

Cancellation of one item

If an order contains multiple products, cancellation of one item may not affect the remaining items. Any delivery charge adjustment will depend on the order terms and the applicable circumstances.

17. Failed, Delayed or Lost Deliveries

Afrikobo will work with the responsible vendor and delivery partner to investigate delivery issues.

A customer should contact Customer Support if:

The order has not arrived within the communicated delivery window.
Tracking information shows no meaningful progress.
The delivery partner reports that the parcel is lost.
The order is marked as delivered but was not received.
The parcel arrives empty or with missing contents.
The parcel is delivered to the wrong address.

Afrikobo may request confirmation of the delivery address, tracking details, delivery notifications or other relevant evidence.

Where an order is confirmed lost or cannot reasonably be fulfilled, the customer may receive a replacement or refund, subject to their agreement and applicable law.

A customer will not be required to accept a replacement where a refund is the legally required or otherwise appropriate remedy.

18. Refused or Unsuccessful Deliveries

If a customer refuses delivery, the consequences depend on the reason for refusal.

Valid reasons for refusal

Where the customer refuses delivery because the product is visibly damaged, materially incorrect, unsafe or substantially inconsistent with the order, Afrikobo will investigate and determine the appropriate remedy.

Customer unavailable

Where delivery fails because the customer is unavailable, provides an incorrect address or does not respond to reasonable delivery attempts, the delivery partner may arrange a redelivery or return the parcel to the vendor. Any redelivery fee must be disclosed and applied fairly, subject to applicable law.

Change of mind at the door

A customer who simply changes their mind may not automatically qualify for a free return or refund of delivery charges. However, the customer retains any applicable statutory cancellation, return or refund rights.

Vendor or delivery-partner failure

Where delivery fails because of vendor error or a delivery-partner issue for which the customer is not responsible, Afrikobo will coordinate an appropriate resolution without unfairly charging the customer for that failure.

19. Exchanges and Replacements

An exchange may be offered where the customer receives an incorrect variant, such as the wrong size or colour, and the correct product is available.

A replacement may be offered where an item is defective, damaged, incomplete or otherwise eligible for replacement.

All exchanges and replacements are subject to:

Product availability.
Verification of the original order.
Applicable product-safety requirements.
Return or collection arrangements where necessary.
Any price difference for a voluntary exchange to a different product.

Where the replacement costs more, the customer must agree to and pay any applicable difference before the replacement is confirmed.

Where the replacement costs less, Afrikobo will arrange an appropriate refund or credit for the difference, subject to applicable law and the customer's agreement.

For defective or incorrectly supplied products, customers will not be required to pay an additional amount merely to receive the correct product or remedy to which they are entitled.

If a replacement is unavailable, Afrikobo will consider a refund or another legally appropriate resolution.

20. Food and Perishable Products

Food and perishable products require prompt handling because their condition can change rapidly.

Customers should report any of the following immediately after delivery:

Wrong food item or order.
Missing food item.
Spoiled or visibly contaminated food.
Damaged food packaging.
A product delivered outside a stated safety or storage requirement.
A materially incorrect order or quantity.

Customers should retain the product and packaging where safe and reasonable to do so and provide photographs or other relevant evidence.

Customers should not consume a product they reasonably believe is unsafe.

Because perishable products may deteriorate quickly, Afrikobo may prioritise a refund, replacement or other prompt resolution rather than a conventional return.

Ordinary change-of-mind returns for food may be restricted where lawful, but this does not remove rights relating to unsafe, defective, incorrect or non-conforming products.

21. Electronics and Products With Warranties

Customers purchasing electronics or other products with warranties should review the warranty terms displayed on the product listing or supplied with the item.

Where an item arrives defective or damaged, customers should report the issue to Afrikobo.

The warranty may provide for repair, replacement or another remedy. It does not automatically remove statutory consumer rights.

Afrikobo or the vendor may request the serial number, warranty documentation, photographs or diagnostic information reasonably needed to assess the claim.

A customer should not be required to attempt a repair that may be unsafe or that would unfairly jeopardise a valid warranty.

22. Returned Product Inspection

Afrikobo or the relevant vendor may inspect a returned product to establish whether the reported issue exists and whether the product corresponds to the original order.

Inspection may consider:

Product condition on return.
Whether the reported defect is present.
Whether the wrong item was supplied.
Whether included accessories or components are missing.
Whether damage appears to have occurred after delivery.
Whether the product was used, altered or mishandled.

Where a return is rejected, Afrikobo will communicate the reason to the customer.

A refusal should be supported by reasonable grounds and should not be based solely on missing original packaging when that packaging is not reasonably necessary to assess or resolve the complaint.

If a return is refused, Afrikobo will explain any available next steps and arrange the return of the product to the customer where appropriate.

Nothing in this section permits Afrikobo or a vendor to deny a remedy required by law.

23. Vendor Responsibilities

Every vendor selling through Afrikobo must:

Provide accurate product information and images.
Disclose material product limitations and relevant condition information.
Fulfil orders in accordance with the agreed specifications.
Respond promptly to return and refund requests referred by Afrikobo.
Cooperate with investigations into defective, damaged, incorrect or missing items.
Provide valid warranty information where applicable.
Accept eligible returns in accordance with this policy and applicable law.
Bear return costs where required because of vendor error, defective goods or another circumstance for which the vendor is responsible.
Refrain from misleading customers about return eligibility or refund rights.
Comply with applicable consumer-protection, product-safety and other legal requirements.

Afrikobo may take appropriate marketplace action against vendors who repeatedly fail to fulfil orders, reject valid complaints, misrepresent products or violate marketplace rules.

Such action may include listing restrictions, suspension or removal from the platform, subject to applicable agreements and procedures.

24. Afrikobo's Role in the Refund Process

Afrikobo provides the marketplace through which customers discover and purchase products from vendors.

Afrikobo may coordinate communication between customers, vendors, payment providers and delivery partners. It may also investigate complaints, facilitate returns, approve refunds under its marketplace procedures and enforce vendor obligations.

The allocation of responsibility for a particular transaction will depend on the vendor agreement, payment arrangement, delivery arrangement and applicable law.

Afrikobo's role as a marketplace does not eliminate any responsibility or liability that it has under applicable law. Nor does it remove a vendor's legal obligations to customers.

Where a complaint cannot be resolved directly, Afrikobo will communicate the available escalation options.

25. Promotional Items, Discounts and Bundles

Orders purchased using coupons, vouchers, discounts or promotional campaigns are subject to the same applicable statutory rights as other purchases.

Where a customer receives a refund for a discounted order, Afrikobo will calculate the refund using the amount actually paid for the affected product, taking into account any applicable bundle allocation or promotion terms that were clearly disclosed before purchase.

The refund will not exceed the amount paid for the affected item, except where another amount is required by law or the circumstances of the remedy.

Where a promotion requires the purchase of several products as a bundle, the treatment of a partial return will depend on the disclosed promotion terms and applicable law.

A promotional condition cannot be used to remove a statutory right to a refund or another remedy.

26. Fraudulent or Abusive Return Requests

Afrikobo may investigate claims involving suspected fraud, repeated false complaints, product substitution, deliberate damage or misuse of the return process.

Where reasonable evidence indicates abuse, Afrikobo may request additional verification, pause a discretionary return while investigating or take action permitted by law and its marketplace terms.

However, a customer's repeated use of legitimate return rights does not by itself establish fraud.

Afrikobo will assess each complaint fairly and will not reject a valid statutory claim merely because a customer has made previous complaints.

27. Payment Disputes and Chargebacks

Customers should contact Afrikobo if they notice an incorrect charge, duplicate payment or a payment-related issue.

Afrikobo will investigate the transaction and coordinate with the payment processor where necessary.

Customers may also contact their bank or payment provider in accordance with the provider's procedures and applicable law.

Where a chargeback or payment dispute is opened, Afrikobo may review the order, payment, delivery and communication records to establish the relevant facts.

A chargeback investigation does not remove any rights a customer may have under applicable law.

28. How to Contact Afrikobo

Customers who wish to request a return, replacement, exchange or refund should use the official Afrikobo customer-support channels.

Customer Support Email: [email protected]
Website: www.afrikobo.com
Order Information: Include the order number and the name of the affected product.
Supporting Evidence: Attach photographs, videos, payment confirmation or delivery information where relevant.

Customers should not send sensitive payment credentials, passwords, card PINs or one-time passwords to customer support.

Afrikobo will use the contact details provided with the order to communicate updates, subject to its Privacy Policy and applicable data-protection requirements.

29. Escalation of Unresolved Complaints

If a customer disagrees with a decision, they may request a review by Afrikobo Customer Support.

The customer should provide the order number, the original complaint, the decision received and any additional information relevant to the dispute.

Afrikobo will review the matter and communicate its position.

Where the complaint remains unresolved, customers may seek assistance from the Federal Competition and Consumer Protection Commission or another competent authority, as applicable. Official FCCPC information is available at fccpc.gov.ng.

Nothing in this policy prevents a customer from pursuing any lawful remedy available to them.

30. Data Protection and Complaint Records

Afrikobo may process information reasonably necessary to manage returns and refunds, including order details, transaction references, delivery information, communications and evidence submitted by the customer.

This information will be handled in accordance with Afrikobo's Privacy Policy and applicable data-protection law.

Afrikobo will restrict access to complaint information to authorised personnel and service providers who need it to investigate or resolve the matter.

Payment credentials that are not required for a refund should not be collected through ordinary customer-support messages.

31. Changes to This Policy

Afrikobo may update this policy to reflect changes in marketplace operations, product categories, delivery arrangements, payment methods or applicable law.

The latest version will be published on Afrikobo's official website or application, with the effective date displayed at the beginning of the document.

Where a change materially affects customers' rights or existing transactions, Afrikobo will provide notice where required by law.

Changes to this policy will not retrospectively remove a customer's accrued statutory rights.

32. Governing Law

This policy is intended primarily for transactions within Nigeria and should be read alongside Afrikobo's Terms and Conditions, Privacy Policy, vendor agreements, applicable product warranties and any specific terms disclosed at checkout.

The Federal Competition and Consumer Protection Act 2018 and other applicable Nigerian laws govern relevant consumer transactions, subject to any mandatory laws that apply in another jurisdiction.

Where a provision of this policy conflicts with a mandatory legal requirement, the legal requirement will prevail to the extent of the conflict.

33. Customer Acknowledgement

By placing an order on Afrikobo, customers acknowledge that they have had an opportunity to review this policy.

Afrikobo is committed to handling legitimate return and refund requests fairly, communicating decisions clearly and working with vendors and delivery partners to resolve order-related problems.