Returns and Refunds Policy
Returns, Refunds and Delivery Policy (Part A: Returns & Refunds)
Administered consistently with the Federal Competition and Consumer Protection Act 2018 (FCCPA). Fast-track 48–72h claim window.
1. Overview
This Returns and Refunds Policy ("Policy") governs the process for returning products purchased through the SNB Marketplace Platform ("Platform"). This Policy forms part of the Platform's Terms and Conditions and is administered in a manner consistent with the Federal Competition and Consumer Protection Act 2018 ("FCCPA") and other applicable consumer protection laws in Nigeria.
2. Eligibility for Returns
A product may be eligible for return where:
- a. The product delivered is defective;
- b. The product delivered is damaged;
- c. The product delivered is incorrect; or
- d. The product is materially different from its description.
Return Window: Return requests must be submitted within 48–72 hours of delivery, unless a longer or shorter period is specified for a particular product category at the point of listing. Nothing in this clause limits any statutory right the buyer may hold under the FCCPA that cannot lawfully be excluded or shortened by contract.
3. Non-Returnable Items
Certain products may not be eligible for return due to hygiene, safety, or regulatory considerations, including:
- a. Perishable goods;
- b. Personal care items;
- c. Customised or personalised products; and
- d. Sealed products that have been opened.
Product listings may specify additional return restrictions where applicable, provided such restrictions are disclosed to the buyer prior to purchase and do not contravene the FCCPA.
4. Return Process
To request a return, buyers must:
- Submit a return request through the Platform (via order details page or customer resolution channel);
- Provide supporting information where required, including clear photographs of the product, packaging, and defect; and
- Follow instructions provided by the Platform regarding product return or pickup.
The Platform may arrange return collection through its logistics partners where applicable.
5. Notification Requirements (24-Hour SLA)
Where a customer submits a request for a refund, the Platform will notify the following parties within twenty-four (24) hours of the request being logged:
- a. The Vendor responsible for the product, in every case;
- b. The Platform's internal Customer Resolution team, in every case; and
- c. The Platform's Logistics Partner, where the basis of the request concerns delivery, packaging, or handling.
Where the request alleges Platform negligence (including wrong packaging or misdelivery under clause 10(b)), the Platform's Customer Resolution team shall handle the matter directly and shall not rely solely on Vendor response.
6. Inspection and Verification
Returned products may be inspected to verify the reason for return. Where inspection confirms that:
- The product is defective;
- The wrong item was delivered; or
- The product was materially misrepresented,
the return request will be approved. Where inspection indicates that the product was damaged due to misuse or alteration by the buyer, the return request may be rejected, subject to clause 10 (Liability) below.
The Platform will complete inspection and communicate its decision to the buyer within seven (7) business days of receiving the returned product.
7. Refund Options & Buyer Choice
Where a return request is approved, the buyer may choose from the following refund options:
- a. Store credit issued to the buyer's Credit Wallet (see clause 11); or
- b. Product replacement, where available.
Buyers must be given the option to request store credit in place of a refund to the original payment method, and the Platform shall not default to any single refund method without first offering this choice, except where the payment method used or applicable promotional terms make a particular method the only available option, in which case the buyer will be informed of the reason.
8. Processing Time
Credit Wallet Store Credit
Within 24 Hours
Fastest refund method, immediately available for any purchase on SNB.
Original Payment / Bank Refund
7–14 Business Days
Depending on the payment provider or financial institution involved.
"Business days" excludes Saturdays, Sundays, and public holidays observed in Nigeria.
9. Vendor Responsibility
Where a refund is approved due to defective products, incorrect items, or product misrepresentation, the Vendor responsible for the product shall bear the cost of the refund, in accordance with the Vendor Agreement. The Platform shall notify the Vendor promptly under clause 5 and may deduct the value of the approved refund from amounts otherwise payable to the Vendor. Where the Vendor disputes liability, the matter shall be resolved under the dispute mechanism in the Vendor Agreement, without prejudice to the buyer's right to receive a timely refund from the Platform in the first instance.
10. Allocation of Liability for Refunds
| Party | Liability Responsibility |
|---|---|
| Mutual Liability | Each party — Buyer, Vendor, and Platform — bears liability for loss or damage arising from its own acts, omissions, or negligence, except where arising from an Unforeseen Circumstance. |
| Vendor Liability | The Vendor bears liability, including the cost of refund, for defective, damaged, incorrect, or materially misrepresented products. |
| Platform Liability | The Platform bears liability, including the cost of refund, where the loss or damage arises from the Platform's own negligence, including incorrect packaging, misdelivery, or errors attributable to the Platform's logistics operations rather than third-party partners or the Vendor. |
| Buyer Liability | The buyer bears liability for damage arising from misuse, alteration, or false representation of a product's condition in a return request. |
Unforeseen Circumstances: Means events beyond the reasonable control of the party affected (natural disasters, acts of government, civil unrest, strikes, or major infrastructure disruption). No party shall be held liable for delay or failure caused by an Unforeseen Circumstance, provided prompt notice is given and mitigation steps are taken.
11. Credit Wallet
Every account holder is provided with a Credit Wallet linked to their Platform account. The Credit Wallet receives store credit issued under clause 7, may be funded directly, and may be used to pay for purchases. Use of the Credit Wallet is governed by our separate Credit Wallet Terms of Use.
12. Abuse of Return Policy
The Platform reserves the right to refuse return requests where abuse of the return system is suspected, including repeated returns inconsistent with normal consumer use. Accounts suspected of policy abuse may be restricted or suspended, without prejudice to any statutory right the buyer holds under the FCCPA.
13. Customer Satisfaction and Escalation
The Platform is committed to fair and timely resolution. If you are not satisfied with the outcome of a return request, you may escalate the matter through our customer support channel ([email protected]). Nothing in this Policy prevents a buyer from exercising any right of complaint available under the FCCPA or before the Federal Competition and Consumer Protection Commission.
