ELEXBIG Buyer Guarantee

Last updated: 13 September 2026 · Version: 1.1

Operator: ELEXBIG (“ELEXBIG”, “we”, “us”, “our”)

The ELEXBIG Buyer Guarantee is designed to give customers confidence when shopping on the ELEXBIG marketplace. It provides additional marketplace protection when an eligible order is not received, is materially different from its listing, arrives damaged or defective, or involves counterfeit or unauthorised goods.

This Buyer Guarantee operates alongside your rights under applicable Nigerian consumer-protection laws, including the Federal Competition and Consumer Protection Act 2018 (FCCPA). Nothing in this guarantee is intended to remove or restrict any mandatory rights you have under Nigerian law. The FCCPC recognizes consumer rights relating to safe and good-quality goods, accurate information, returns, and remedies for defective goods.

1. Overview and Scope

1.1

The ELEXBIG Buyer Guarantee applies to eligible purchases made through the ELEXBIG marketplace where:

• The product was purchased from a verified or approved Seller on ELEXBIG.
• Payment was processed through ELEXBIG or an ELEXBIG-authorized payment channel.
• The order was placed through the ELEXBIG marketplace.
• The claim relates to an eligible issue covered by this guarantee.
• The claim is submitted within the applicable claim period.

1.2

This guarantee is in addition to your statutory rights under applicable Nigerian consumer-protection laws, including the Federal Competition and Consumer Protection Act 2018, and other applicable laws and regulations.

Nothing in this guarantee limits, excludes, or replaces rights that cannot lawfully be limited or excluded.

1.3

Where this Buyer Guarantee provides protection in addition to your statutory rights, you may use the ELEXBIG claims process without giving up any mandatory legal rights available to you.

2. What's Covered by the Buyer Guarantee

The ELEXBIG Buyer Guarantee covers eligible orders involving the following situations.

Item Not Received

2.1

If you do not receive your order within the applicable delivery timeframe and the Seller or delivery provider cannot provide satisfactory evidence that the order was successfully delivered to you, ELEXBIG may provide:

• A refund of the eligible purchase amount;
• Refund or reimbursement of eligible delivery charges where applicable;
• Assistance with tracking and locating the order;
• Investigation of the shipment with the Seller or delivery provider; and
• Other appropriate resolution depending on the circumstances.

An order may be considered delivered where valid delivery evidence confirms delivery to the address or recipient provided by the Buyer.

Item Not as Described

2.2

If the product you receive differs materially from the product description, photographs, specifications, condition, or other important information presented on the ELEXBIG listing, you may be entitled to:

• Return the item for a refund;
• A partial refund where appropriate if you choose to keep the item;
• Replacement with an item matching the original listing, where available; or
• Another appropriate resolution under applicable law and ELEXBIG policy.

2.3

Material differences may include:

• Wrong product, model, size, colour, version, or specification;
• Significantly different condition or functionality;
• Missing components or accessories that were included in the listing;
• Undisclosed damage, defects, repairs, or significant wear;
• Different brand or specifications from those advertised;
• A product advertised as brand new that is actually used, refurbished, open-box, repaired, or second-hand without proper disclosure;
• A product whose material features differ significantly from the listing; or
• Other misleading or materially inaccurate representations.

ELEXBIG requires Sellers to accurately disclose when goods are used, second-hand, refurbished, open-box, repaired, or otherwise not brand new. This is consistent with FCCPC guidance concerning disclosure of used and reconditioned goods.

Defective, Damaged, or Unsafe Items

2.4

If you receive an item that:

• Is defective;
• Does not function as reasonably expected;
• Was damaged before or during delivery;
• Is unsafe for its intended use;
• Fails to meet applicable product-safety requirements; or
• Otherwise fails to meet applicable legal or marketplace requirements,

ELEXBIG may arrange an appropriate remedy, which may include:

• Repair;
• Replacement;
• Refund;
• Return and refund; or
• Another remedy required or permitted by applicable law.

Under the FCCPA, consumers have rights relating to safe and good-quality goods, and certain defective or unsafe goods may be returned within the statutory period for repair, replacement, or refund.

Counterfeit or Unauthorised Items

2.5

If you receive a counterfeit, fake, replica, unauthorised, or materially misrepresented product when you reasonably believed you were purchasing a genuine product, ELEXBIG may provide:

• A full refund, subject to the circumstances and applicable law;
• Instructions regarding whether and how the item should be returned;
• Investigation of the Seller;
• Removal or restriction of the affected listing;
• Suspension or other enforcement action against the Seller; and
• Referral to appropriate authorities or regulatory bodies where necessary.

Do not knowingly dispose of, alter, resell, or transfer a suspected counterfeit item while a claim is being investigated unless ELEXBIG or an appropriate authority instructs you to do so.

Significantly Late Delivery

2.6

If an order is significantly delayed beyond the delivery timeframe communicated to you, ELEXBIG may investigate the delay and provide an appropriate resolution depending on the circumstances.

Possible outcomes may include:

• Assistance with locating the shipment;
• Refund of eligible delivery charges;
• Cancellation and refund where appropriate;
• Replacement where available; or
• Another remedy required under applicable law or ELEXBIG policy.

ELEXBIG may consider circumstances outside the Seller's reasonable control, including severe weather, transport disruption, security situations, customs issues, incorrect delivery information, or other force majeure events.

FCCPC guidance recognizes consumers' rights to timely delivery and to be informed when delays are unavoidable.

3. How to Make a Claim

Step 1: Open a Claim

3.1

You should report an eligible order problem as soon as reasonably possible.

Where the ELEXBIG account interface provides a claims or return option, you may:

• Log in to your ELEXBIG account;
• Go to My Orders;
• Select the affected order;
• Select the relevant return, complaint, or problem-report option; and
• Provide the required information and evidence.

If an appropriate online claim option is not available, contact ELEXBIG Support through:

Email:support@elexbig.com

Contact:https://elexbig.com/contact-us

3.2 Claim Timeframes

Unless a different period is stated for a particular product, Seller policy, warranty, or applicable law:

• Report non-delivery as soon as the expected delivery period has passed;
• Report an item-not-as-described issue promptly after receiving and inspecting the product;
• Report visible delivery damage as soon as reasonably possible;
• Report defective or unsafe products promptly after discovering the problem; and
• Claims should generally be submitted within 30 days of delivery or the date the problem was reasonably discovered, except where applicable law, a product warranty, or another ELEXBIG policy provides a longer period.

Nothing in this section removes any mandatory statutory right or remedy available to a consumer under Nigerian law.

Step 2: Provide Evidence

3.3

Depending on the nature of the claim, ELEXBIG may ask you to provide:

• Clear photographs or videos showing the problem;
• Photographs of the packaging and shipping label;
• Screenshots or copies of the original product listing;
• Order information;
• Tracking information;
• Delivery confirmation;
• Serial number, IMEI, model number, or other identifying information where applicable;
• Warranty documentation;
• Technical or expert assessment for complex or high-value products; and
• Receipts or other evidence of relevant costs where compensation is legally or contractually applicable.

3.4

Providing clear and complete evidence can help ELEXBIG investigate and resolve your claim more quickly.

4. ELEXBIG Review

4.1

After a claim is submitted, ELEXBIG may:

• Review the evidence provided;
• Review the original product listing;
• Review order and payment information;
• Review delivery and tracking information;
• Contact the Seller for an explanation or additional evidence;
• Request photographs, videos, serial numbers, invoices, or other documentation;
• Contact the delivery provider where necessary;
• Assess whether the product matches the listing;
• Determine whether the issue appears to be caused by the Seller, Buyer, delivery provider, manufacturer, or another circumstance; and
• Request additional information from either party.

4.2

ELEXBIG will assess claims based on the available evidence, applicable ELEXBIG policies, the Seller's stated terms, product warranty where applicable, and applicable Nigerian law.

4.3

Most straightforward claims will be reviewed as quickly as reasonably practicable. Complex, high-value, disputed, technical, counterfeit, safety, or regulatory matters may require additional investigation and therefore take longer.

5. Resolution

5.1

Once ELEXBIG reaches a decision, the Buyer will be informed of the outcome.

Possible outcomes include:

• Full refund: Eligible purchase and applicable delivery charges are refunded.
• Partial refund: A reasonable portion of the purchase price is refunded where the Buyer keeps the item and a partial remedy is appropriate.
• Return and refund: The Buyer returns the item and receives an eligible refund.
• Replacement: The Seller provides a replacement that matches the original order.
• Repair: The product is repaired where repair is an appropriate remedy.
• Claim denied: Where the evidence does not support the claim, ELEXBIG may deny the claim and explain the basis for the decision.

5.2

Refunds are normally processed after the applicable return, investigation, or claim-resolution requirements have been completed.

The time for funds to appear in the Buyer's bank account or payment account may depend on the payment method, financial institution, payment processor, weekends, public holidays, and other factors outside ELEXBIG's control.

6. Your Responsibilities as a Buyer

6.1

To use the ELEXBIG Buyer Guarantee, you must:

• Provide accurate delivery information;
• Provide a valid phone number and other required contact information;
• Monitor delivery and tracking information where available;
• Be reasonably available to receive your order;
• Inspect products promptly after delivery;
• Report problems within a reasonable timeframe;
• Follow ELEXBIG's return instructions;
• Preserve relevant packaging and evidence where reasonably possible;
• Provide truthful and accurate information;
• Cooperate with ELEXBIG's investigation;
• Not deliberately damage, alter, misuse, or conceal a product in order to obtain a refund; and
• Return an item when ELEXBIG determines that a return is required.

6.2

You must not make a fraudulent or deliberately misleading claim.

6.3

If you receive a refund through ELEXBIG and subsequently receive another refund for the same transaction through a bank, payment provider, chargeback, or other process, you must notify ELEXBIG and return any duplicate amount that you are not legally entitled to retain.

7. What's Not Covered

The ELEXBIG Buyer Guarantee does not automatically cover every situation.

Change of Mind

7.1

The Buyer Guarantee does not create an automatic right to return an item simply because you have changed your mind.

However, a Seller may voluntarily offer a change-of-mind return policy, and applicable consumer law may provide return rights in particular circumstances.

7.2

Where a Seller offers a voluntary return policy, the conditions of that policy will apply subject to applicable law.

Buyer Error or Preference

7.3

The Buyer Guarantee generally does not cover:

• Ordering the wrong model, size, colour, storage capacity, or specification;
• Entering an incorrect delivery address;
• Deciding that the product is no longer wanted;
• Finding the same or a similar product cheaper elsewhere;
• A product being different from what the Buyer imagined where the listing was accurate;
• Subjective preferences that do not amount to a material defect or misrepresentation; or
• Other situations where the Seller fulfilled the order as accurately described.

Disclosed Conditions

7.4

The guarantee does not normally cover defects, wear, limitations, repairs, or other conditions that were clearly and accurately disclosed in the listing before purchase.

7.5

For used, UK-used, second-hand, refurbished, repaired, or open-box products, reasonable wear consistent with the disclosed condition will not normally constitute a defect.

Buyer-Caused Damage

7.6

The guarantee does not normally cover damage or defects caused after delivery by:

• Misuse;
• Abuse;
• Improper installation;
• Improper handling;
• Accidental damage;
• Liquid damage where not covered by warranty;
• Failure to follow instructions;
• Unauthorised repairs;
• Modifications or alterations;
• Electrical or power-related damage caused by improper use; or
• Neglect.

Subjective Preferences

7.7

The guarantee does not normally cover subjective matters such as:

• Minor differences in colour caused by a device screen;
• A product appearing slightly different from what the Buyer imagined despite accurate photographs and description;
• Dimensions being different from what the Buyer expected when the listed measurements were accurate; or
• A product being considered “lower quality than expected” where it meets the description and applicable quality requirements.

Delivery Issues Caused by the Buyer

7.8

ELEXBIG may exclude or limit a claim where non-delivery or delay resulted from:

• An incorrect or incomplete delivery address;
• An incorrect phone number;
• Refusal to accept delivery;
• Repeated failure to respond to delivery attempts;
• Buyer-requested delivery changes;
• Failure to comply with reasonable delivery instructions; or
• Other circumstances substantially caused by the Buyer.

Events Outside Reasonable Control

7.9

ELEXBIG may take into account events outside the reasonable control of ELEXBIG, the Seller, or delivery provider, including:

• Severe weather;
• Natural disasters;
• Security incidents;
• Government restrictions;
• Transport disruption;
• Customs or regulatory delays;
• Major network or payment-system outages;
• Strikes or industrial action; and
• Other force majeure events.

This does not prevent a consumer from exercising any mandatory legal right available under Nigerian law.

Digital Products

7.10

Digital products may be subject to different return and refund conditions.

Where a digital product contains an invalid, previously activated, unusable, or materially misrepresented licence or access credential, ELEXBIG may investigate and arrange an appropriate remedy.

Business Purchases

7.11

Where a product is purchased primarily for business or commercial purposes, certain consumer protections may apply differently depending on the transaction, the parties involved, and applicable law.

The Buyer Guarantee will be interpreted consistently with applicable Nigerian law.

8. Returns and Return Shipping

When Returns Are Required

8.1

If a claim is approved and the product must be returned, ELEXBIG will provide return instructions.

These instructions may specify:

• The return address;
• The deadline for returning the item;
• Packaging requirements;
• Required documentation;
• The approved delivery method; and
• Whether return shipping will be prepaid or reimbursed.

8.2

Buyers should not send products to a Seller's personal address or any address not authorized by ELEXBIG when a return is being processed through the ELEXBIG Buyer Guarantee.

Return Shipping Costs

8.3

Return shipping responsibility may generally be handled as follows:

• Seller's fault: Where the item is wrong, materially not as described, defective, counterfeit, or otherwise covered by a Seller-related issue, ELEXBIG may require the Seller to bear the appropriate return cost, subject to applicable law.
• Buyer-caused return: Where a return is permitted but resulted from Buyer error or a voluntary change-of-mind policy, the Buyer may be responsible for return shipping.
• Voluntary Seller return policy: Return shipping will be handled according to the Seller's published policy, subject to applicable law.
• Other circumstances: ELEXBIG may determine responsibility based on the facts and applicable law.

8.4

Keep proof of postage and tracking information for any return shipment.

Return Condition

8.5

Unless the nature of the complaint makes this impossible, returned products should be:

• In the condition received;
• Returned with relevant accessories;
• Returned with packaging and documentation where reasonably possible; and
• Protected against further damage during transit.

8.6

A refund may be affected where a Buyer has materially damaged or altered an item after delivery, except where the damage is the subject of the original claim or applicable law provides otherwise.

9. Nigerian Consumer Rights

9.1

The ELEXBIG Buyer Guarantee operates alongside applicable Nigerian consumer-protection law.

The Federal Competition and Consumer Protection Act 2018 (FCCPA) provides consumer protections concerning matters including product information, disclosure of used or reconditioned goods, returns, fair dealings, product safety, quality, and remedies.

9.2

The FCCPA provides that consumers have rights to goods that are reasonably suitable for their intended purposes, of good quality, in good working order, free from defects, reasonably durable, and compliant with applicable standards.

9.3

Where goods fail to satisfy applicable statutory requirements, Nigerian law may provide remedies including repair, replacement, or refund, depending on the circumstances.

9.4

ELEXBIG does not intend this Buyer Guarantee to restrict or waive mandatory consumer rights.

9.5

Where a provision of this Buyer Guarantee conflicts with a mandatory requirement of Nigerian law, the mandatory legal requirement will prevail.

9.6

Product-specific regulatory requirements may also apply. Depending on the product, this can include requirements administered or enforced by relevant Nigerian authorities and standards bodies.

10. Dispute Escalation and Appeals

10.1

If you disagree with an ELEXBIG Buyer Guarantee decision, you may request a review by contacting:

Email:support@elexbig.com

You should provide:

• Order number;
• Original claim reference, if available;
• Reason you disagree with the decision; and
• Any additional evidence that you believe was not previously considered.

10.2

Where appropriate, ELEXBIG may assign the appeal to a different member of the support or review team.

10.3

ELEXBIG may request additional information from the Buyer, Seller, delivery provider, payment provider, manufacturer, or other relevant party.

10.4

If a matter cannot be resolved through ELEXBIG's internal process, the Buyer retains any rights available under applicable Nigerian law, including the right to seek assistance or pursue a complaint through an appropriate regulatory or legal channel.

11. Abuse and Fraud Prevention

11.1

The ELEXBIG Buyer Guarantee exists to protect genuine customers and must not be abused.

Fraudulent or abusive use of the Buyer Guarantee may result in:

• Claim denial;
• Refund reversal where legally permissible;
• Account restrictions;
• Account suspension or termination;
• Recovery of improperly obtained funds;
• Restriction of future purchases or claims;
• Referral to appropriate authorities; and/or
• Legal action where appropriate.

11.2

Examples of abuse include:

• Making false or deliberately exaggerated claims;
• Claiming that an item was not received when it was delivered;
• Returning a different item from the one received;
• Removing or replacing serial-numbered components;
• Intentionally damaging an item to obtain a refund;
• Using an item extensively and then falsely claiming it was defective on arrival;
• Submitting repeated fraudulent claims;
• Creating multiple accounts to abuse refunds or promotions; or
• Providing manipulated photographs, videos, documents, receipts, or other evidence.

11.3

ELEXBIG may monitor claim patterns and investigate suspicious activity.

Verified fraudulent activity may result in permanent account restrictions and may be reported to relevant authorities where appropriate.

12. Buyer Guarantee Funding and Claim Limits

12.1

ELEXBIG may establish internal processes, reserves, insurance arrangements, or other funding mechanisms to support approved Buyer Guarantee claims.

12.2

Unless expressly stated otherwise on the applicable ELEXBIG page or transaction terms, this Buyer Guarantee does not create a separate contractual promise that a fixed monetary fund or fixed maximum payout exists.

12.3

Any refund or remedy under this Buyer Guarantee is subject to:

• The value of the affected transaction;
• The nature of the claim;
• Applicable ELEXBIG policies;
• The evidence available;
• The Seller's obligations;
• Applicable warranties; and
• Mandatory Nigerian law.

12.4

Nothing in this section limits any mandatory remedy or statutory right that cannot legally be excluded.

13. Changes to This Buyer Guarantee

13.1

ELEXBIG may update this Buyer Guarantee from time to time to reflect:

• Changes in Nigerian law;
• Regulatory requirements;
• Marketplace practices;
• Payment or delivery arrangements;
• Customer-protection standards;
• Changes to ELEXBIG services; or
• Operational requirements.

13.2

Changes will be published on this page with an updated “Last updated” date and version number.

13.3

Unless otherwise required by law, the version applicable to an order will generally be the version in effect when the order was placed.

13.4

Changes that reduce buyer protection will not be applied retroactively in a manner that unlawfully removes rights that already accrued.

Contact and Support

For questions about the ELEXBIG Buyer Guarantee, to report an order problem, or to request assistance:

ELEXBIG Support

Email:support@elexbig.com

Contact Us:https://elexbig.com/contact-us

Website:https://elexbig.com/

When contacting ELEXBIG about an order, include your order number and a clear description of the problem.

Important Notice

This Buyer Guarantee should be read together with ELEXBIG's other applicable policies, including:

• ELEXBIG Terms and Conditions;
• Returns & Refunds Policy;
• Seller Policy & Code of Conduct;
• Authentic Items Policy;
• Delivery Guidelines;
• Packaging Guidelines;
• Prohibited Items Policy;
• Privacy Policy; and
• Other marketplace policies applicable to your order.

Where a mandatory provision of Nigerian law provides greater protection to a consumer, that legal protection will prevail.

ELEXBIG may investigate claims, request evidence, contact Sellers and delivery providers, and take appropriate action to protect customers and maintain the integrity of the marketplace.

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