Refund Policy

NairaEngine Refund Policy

Effective Date: October 22, 2025

At NairaEngine.com, we strive to ensure every purchase is a positive experience. Our Refund Policy outlines the conditions under which you may request a refund for products purchased on our marketplace. This policy applies to all buyers and vendors, and it complies with Nigerian consumer protection laws, including the Federal Competition and Consumer Protection Commission (FCCPC) guidelines. By shopping on NairaEngine, you agree to these terms.We encourage you to review product descriptions, images, and vendor details carefully before purchasing. Refunds are not automatic and are subject to inspection and approval. For questions, contact our support team at support@nairaengine.com or via our Help Center.1.
1. Eligibility for Refunds
Refunds are available only for eligible orders and within the specified timeframe. Common reasons include:
  • Damaged, Defective, or Wrong Item: The product arrives damaged, defective, or not as described (e.g., wrong size, color, or model).
  • Non-Delivery: The order does not arrive within the estimated delivery time (typically 3-7 business days for local shipments; longer for "Made in Nigeria" artisanal goods).
  • Change of Mind: Limited to unopened, unused items in original packaging (subject to a restocking fee of 10% for non-defective returns).
Non-Eligible Items: Perishable goods (e.g., food items), personalized products, digital downloads (once accessed), software licenses, and hygiene products (e.g., underwear, cosmetics) are not eligible unless defective.
2. Timeframe for Refund Requests
  • You have 7 days from the date of delivery to initiate a return request via your account dashboard or by contacting support.
  • For non-delivery claims, requests must be made within 14 days of the expected delivery date.
  • Late requests may be denied, but we review each case individually.
3. How to Request a RefundFollow these steps for a smooth process:
  1. Log In: Access your NairaEngine account and go to "My Orders."
  2. Select Order: Choose the eligible order and click "Request Return/Refund."
  3. Provide Details: Upload photos of the issue (e.g., damage) and select a reason. Include your order number and tracking details.
  4. Submit: We'll review within 48 hours and notify you via email.
  5. Return Shipment: If approved, print the provided return label. Ship the item back to the vendor or our designated warehouse (free for defective items; buyer pays for change-of-mind returns).
  6. Inspection: Vendors have 3 business days to inspect the returned item.
If your claim is denied, we'll explain why and offer alternatives like store credit.
4. Refund Processing
  • Timeline: Once approved and the item is received/inspected (typically 5-10 business days total), refunds are processed within 7-10 business days.
    • Lagos, Abuja, and Port Harcourt: Up to 7 days.
    • Other locations: Up to 10 days.
  • Method: Refunds are issued to the original payment method (e.g., Paystack, Flutterwave, bank transfer, or wallet). For cash on delivery (COD), refunds are via bank transfer.
    • Store Credit Option: Faster (instant) and available for all eligible refunds—choose this for quicker access to funds on NairaEngine.
  • Amount: Full refund for eligible defective items (excluding shipping). For change-of-mind, deduct 10% restocking fee + return shipping.
  • Shipping Fees: Original shipping is non-refundable. Return shipping is free for defects; otherwise, deducted from refund.
Note: Due to Naira volatility and banking delays, slight variations in timelines may occur. Track your refund status in your account.
5. Vendor-Specific Policies
As a multi-vendor marketplace, some sellers may have enhanced policies (e.g., extended returns for "Made in Nigeria" crafts). Check the product page for details. NairaEngine mediates disputes but holds vendors accountable for fulfillment.
6. Cancellations
  • Pre-Shipment: Cancel anytime before shipment via "My Orders" for a full refund (processed in 3-5 days).
  • Post-Shipment: Not eligible; convert to a return request.
7. Exceptions and Limitations
  • Force Majeure: Delays due to strikes, natural disasters, or logistics issues (e.g., Nigerian Postal Service disruptions) may extend timelines without penalty.
  • Fraudulent Claims: Misuse (e.g., false damage reports) may result in account suspension and legal action.
  • International Orders: Limited refunds; contact support for case-by-case review.
8. Contact Us
For assistance, reach us at: We value your feedback—share your experience to help us improve. This policy may be updated; check this page for the latest version.
Last Updated: October 22, 2025
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