General

  • Items purchased online can be returned for a refund or exchange
  • It is advised that you verify product is okay at the 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.
  • Customers are required to drop off items they wish to return at a PayPorte hub nearest to them or send through courier to 8, New Creation Street, Marwa. Lekki.

Variation in Order Placement

In the likely event that you change your mind about the products you have purchased from us, we will be ready to make a 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 in the under-listed categories and confirmed okay at the 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 the item(s) at a PayPorte hub closest to you. Also call our customer care line (+234-805-141-8191) to track returns. However, we ensure that proper communication is established with customers as soon as returned products are received and duly processed.
  • 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 - the process takes about 24–48hrs. Once the package is received and confirmed to be in best condition, a refund notification will be sent to you requesting for your account details. The refund will reflect in less than 3-7 working days. For returns that do not meet the conditions stated earlier, such items will be sent back to the customer.
  • 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

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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