Refund & Returns Policy

1. Overview

This Refund & Returns Policy (“Policy”) explains how refunds, returns, and related disputes are handled on the Shopa Platform (shopa.sh). It applies to all orders placed by Buyers from Merchants who use the Platform.

This Policy should be read together with our Terms and Conditions and our Privacy Policy.

2. Shopa’s Role

Shopa operates as a marketplace and technology platform. The contractual relationship for the sale of goods exists between the Merchant and the Buyer. Shopa is not a party to that transaction and does not own, hold, or ship any products.

Refund obligations are primarily the responsibility of the Merchant. Shopa facilitates the refund mechanism through the Platform, and may, in defined circumstances (Section 8), step in to mediate or enforce refunds.

3. Merchant Refund Policies

Each Merchant sets and publishes their own refund and returns policy. Merchants are required to:

• Clearly display their refund and returns terms on their storefront before checkout.
• Honor those terms in good faith.
• Comply with all applicable consumer protection laws in Nigeria, including (where applicable) the Federal Competition and Consumer Protection Act 2018.

If a Merchant has not published a specific refund policy, the default minimum standards in this Policy apply.

4. Refund Eligibility

You may be eligible for a refund if any of the following apply:

• The product was not delivered within the timeframe communicated by the Merchant.
• The product received is materially different from what was described or pictured in the listing.
• The product is defective, damaged, or otherwise unfit for its intended use.
• The wrong product or quantity was delivered.
• The order was cancelled by the Merchant before fulfillment.
• The Merchant agrees to a refund under their own published policy.

5. Non-Refundable Items

Subject to applicable consumer protection law, the following are typically not refundable unless defective or significantly different from the listing:

• Perishable goods (food, fresh flowers, etc.) once delivered in good condition.
• Personal-care and intimate items where the seal has been broken.
• Custom-made, personalized, or made-to-order items.
• Digital goods or services already delivered or accessed.
• Gift cards or store credit, unless required by law.
• Items returned outside the Merchant’s stated return window.
• Items damaged due to misuse by the Buyer after delivery.

6. How to Request a Refund

To request a refund, follow these steps:

1. Inspect on delivery. Examine your order as soon as it arrives. Report issues within forty-eight (48) hours of delivery wherever possible.
2. Contact the Merchant first. Reach out directly using the contact details on the Merchant’s storefront (WhatsApp, email, or social handles). Provide your order number, a clear description of the issue, and supporting photos or video.
3. Allow the Merchant to respond. See Section 7 for response timing.
4. Escalate to Shopa only if the Merchant does not respond or refuses without legitimate cause. See Section 8.

7. Merchant Response Time

Merchants are expected to acknowledge refund requests within three (3) business days and provide a substantive response or proposed resolution within seven (7) business days. Failure to respond within this window may be grounds for escalation to Shopa.

8. Escalation to Shopa

If you cannot reach a fair resolution with the Merchant, you may escalate to Shopa by emailing support@shopa.sh with:

• Your order ID and the Merchant’s username.
• A clear summary of the issue and your desired outcome.
• Copies of communications with the Merchant.
• Photos, video, or other evidence supporting your claim.

Shopa will review the matter and may, at its sole discretion, mediate, recommend a resolution, or — in cases of clear Merchant fault — instruct or process a refund directly. Where a refund is processed by Shopa, the equivalent amount may be deducted from the Merchant’s wallet balance or future settlements.

Shopa’s review typically takes up to fourteen (14) business days. Complex cases may take longer.

9. Refund Method & Timing

Approved refunds are issued to the original payment method through Paystack. Once a refund is initiated:

• Card refunds typically settle to your bank within 5–10 business days, depending on your card issuer.
• Bank-transfer refunds typically settle within 1–3 business days.
• Shopa is not responsible for delays caused by your bank, card issuer, or the underlying payment network.

In limited cases, Shopa may issue a refund as wallet credit (for Buyers with accounts) where this is the fastest available remedy and the Buyer agrees.

10. Returns & Shipping

Where a return is required as part of a refund, the Merchant will provide return instructions, including the return address. Unless otherwise agreed:

• Return shipping is the Buyer’s responsibility for change-of-mind returns (where the Merchant accepts these).
• Return shipping is the Merchant’s responsibility for defective, damaged, or wrong-item returns.
• Returned items must be in their original condition with all packaging and labels, unless the issue prevented this.
• Buyers should obtain proof of return shipment (tracking number or receipt).

11. Damaged or Defective Items

If your item arrives damaged or defective, report it to the Merchant within forty-eight (48) hours of delivery and include clear photos or video. Subject to verification, you are entitled to a replacement, repair, or full refund (including return shipping where applicable).

12. Wrong Item Received

If you received an item that does not match what you ordered, contact the Merchant within forty-eight (48) hours. The Merchant must arrange collection of the wrong item at their cost and either send the correct item or issue a full refund.

13. Non-Delivery

If your order has not arrived within the Merchant’s stated delivery window, contact the Merchant for an update. If the order remains undelivered fourteen (14) days after the latest promised delivery date and the Merchant cannot provide proof of dispatch, you are entitled to a full refund.

14. Chargebacks

We strongly encourage Buyers to use the refund process described in this Policy before initiating a chargeback through their bank or card issuer. Chargebacks should be a last resort.

When a chargeback is filed, Shopa will investigate. During the investigation:

• The disputed amount may be placed on hold in the Merchant’s wallet.
• The Merchant must provide evidence of fulfillment (order communications, dispatch confirmation, delivery proof).
• If the chargeback is upheld in the Buyer’s favor, the amount is deducted from the Merchant’s wallet or future settlements.
• If the chargeback is reversed, the funds are released back to the Merchant.

Fraudulent or abusive chargebacks may result in account suspension and reporting to the relevant payment networks.

15. Subscription Refunds

Merchant subscription payments (STARTER, GROWTH, PRO) are non-refundable except where:

• Required by applicable law.
• Shopa was unable to provide the subscribed service due to a sustained Platform outage.
• The subscription was charged in error after a valid cancellation.

Plan downgrades take effect at the end of the current billing cycle and do not generate partial refunds for the unused portion.

16. Merchant Obligations

Merchants on the Platform must:

• Display refund and returns terms clearly to Buyers before purchase.
• Respond to refund requests within the timeframes in Section 7.
• Process approved refunds promptly using the Platform’s tools.
• Maintain records of refund decisions for at least seven (7) years.
• Cooperate with Shopa during dispute investigations and chargeback processes.

Repeated failure to honor legitimate refund requests is a violation of our Terms and may result in account suspension or termination.

17. Abuse of the Refund Process

Shopa monitors refund patterns to detect abuse. The following may result in account restriction or termination:

• Repeatedly claiming non-receipt of items where evidence of delivery exists.
• Falsifying photographs or descriptions of damage.
• Using returns as a free-trial mechanism.
• Coordinating with others to extract refunds while retaining items.
• Filing chargebacks without first attempting in-Platform resolution.

18. Contact

For refund-related help, contact: