Refunds & Returns Policy

Last updated: 24 March 2026 · Version: 2.1

**Operator:**Elexbig Limited (“Elexbig”, “we”, “us”, “our”)

This Refunds & Returns Policy explains how returns and refunds work on the Elexbig marketplace, your rights under Nigerian consumer protection law, and the processes you should follow if you need to return an item or request a refund.

1. Overview and Scope

1.1 This policy applies to all purchases made through the Elexbig marketplace where products are sold by independent third-party Sellers.

1.2 As a marketplace platform, Elexbig coordinates the returns and refunds process between Buyers and Sellers to ensure fair and consistent treatment, but the ultimate legal relationship for each sale is between the Buyer and the Seller.

1.3 This policy works together with:

• Your statutory rights under Nigerian consumer protection law (Federal Competition and Consumer Protection Act, 2018 (FCCPA))
• The Elexbig Buyer Guarantee
• Individual Seller return policies (for voluntary returns)

1.4Where this policy or a Seller's policy conflicts with your statutory consumer rights, your statutory rights always prevail.

2. Your Consumer Rights

Federal Competition and Consumer Protection Act, 2018 (FCCPA)

2.1 When you buy goods from a Seller on ELEXBIG, applicable Nigerian consumer protection law provides protections relating to the quality, safety, suitability, description, and performance of goods.

2.2 Goods should be reasonably suitable for their intended purpose, of good quality and in proper working order, free from material defects, and consistent with their description and applicable standards.

2.3 Where goods fail to meet applicable statutory requirements, you may be entitled to appropriate remedies, including repair, replacement, or refund, depending on the circumstances.

2.4 Your statutory consumer rights cannot be removed or reduced by an ELEXBIG or Seller policy where applicable law provides a mandatory protection.

2.5 In circumstances covered by section 132 of the FCCPA, a consumer may return goods within the statutory period where the goods fail the applicable requirements, and the undertaking must provide the remedy required by law.

3. Returns Under Consumer Law

When You Can Return Items

3.1 You have the right to return an item and receive a refund when:

• The item is faulty, defective, or does not work properly
• The item is not as described in the listing
• The item is significantly different from photos or samples
• The item is unsafe or does not meet safety standards
• The item does not match what the Seller told you it would be
• The item is not fit for the specific purpose you told the Seller about
• The wrong item was sent
• The item never arrived (after reasonable time)

3.2In these situations, the return and refund (or replacement) is the Seller's legal obligation under consumer law, not a favour or courtesy.

Process for Consumer Law Returns

3.3 To return an item under consumer law:

• **Step 1:**Contact the Seller through Elexbig's messaging system explaining the problem and what you want (refund, replacement, or repair)
• Step 2: Provide photos or other evidence of the issue
• Step 3: If the Seller agrees, follow their return instructions
• Step 4: If the Seller does not respond or refuses unreasonably, open a Buyer Guarantee claim through your account

3.4 Elexbig will step in to facilitate the return and ensure you receive the remedy you are entitled to under consumer law.

3.5 (Claim windows) If you escalate to a Buyer Guarantee claim, note that different time frames apply depending on the issue: claims for “item not as described” must be opened within 30 days of delivery; claims for “item not received” within 45 days after the estimated delivery date; and most other claims within 180 days of purchase. Do not wait to escalate if you are approaching these deadlines.

Return Shipping Costs

3.6When returning items due to faults, defects, or inaccurate descriptions (Seller's responsibility):

• The Seller must pay for return shipping
• Either the Seller provides a prepaid return label
• Or you pay initially and the Seller reimburses you for reasonable return shipping costs
• Keep all postage receipts and tracking information

3.7“Reasonable” return shipping means standard domestic courier or tracked postal service, not express or premium shipping unless necessary due to the item's nature.

4. ELEXBIG 7-Day Return Policy

ELEXBIG 7-Day Return Guarantee

4.1 ELEXBIG offers a 7-day return window on eligible physical products sold through the marketplace. You may request a return within 7 days of delivery, subject to the conditions below:

• The item is unused, unworn, and in its original condition
• Original packaging, tags, and labels are intact
• The item is in resaleable condition

4.2 For returns under the ELEXBIG 7-day return policy, the buyer may be responsible for return shipping where the return is due to change of mind and not a product fault, subject to the applicable return circumstances. Refunds are processed to the original payment method within 5–10 business days of the returned item being received and inspected.

4.3 This 7-day return policy is in addition to your rights under applicable Nigerian consumer protection law. Your statutory rights for faulty, defective, unsafe, or not-as-described items (covered in Section 3 above) are not affected.

Items Excluded from Change of Mind Returns

4.4 The following items cannot be returned for change of mind:

• Personalised or custom-made items
• Perishable goods (food, flowers, etc.)
• Intimate or hygiene products (underwear, swimwear, earrings)
• Digital products, software keys, or gift cards once redeemed
• Items marked as “Final Sale” or “Non-Returnable” on the listing
• Hazardous materials or flammable liquids

4.5Individual Sellers may also offer extended or more generous return policies beyond the ELEXBIG 7-day return policy. Where a Seller offers a more generous policy, the Seller's policy applies. If a Seller refuses to honour their stated policy, you can open a Buyer Guarantee claim.

5. Non-Returnable Items

5.1 Certain items cannot be returned for hygiene, safety, or practical reasons, even if faulty (remedy would be refund without return):

• Personal hygiene items that have been opened or used
• Underwear and swimwear that have been worn
• Earrings and body piercing jewellery (once removed from packaging)
• Perishable goods (food, flowers, plants) past their use-by date
• Custom-made, personalised, or bespoke items made to your specifications
• Digital downloads, software, or digital content that has been accessed
• Event tickets, gift cards, or vouchers that have been used
• Items that deteriorate quickly (fresh food, live plants)

5.2 However, if these items are faulty, not as described, or do not meet consumer guarantees, you are still entitled to a refund (you just may not need to return the item).

6. Refund Process and Timing

How Refunds Are Processed

6.1 Once a return is approved and processed:

• Refunds are issued to your original payment method
• Refunds are processed within 5–7 business days of the return being approved (or from when the Seller confirms receipt of the returned item)
• Your bank or card issuer may take an additional 2–5 business daysto post the refund to your account. This is outside Elexbig’s control.

6.2 If you paid by credit card, the refund appears as a credit on your next statement or reduces your current balance.

6.3 If you paid by debit card or bank transfer, the refund is deposited directly into your account.

What Is Included in the Refund

6.4 For consumer law returns (faulty, defective, not as described), your refund includes:

• Full purchase price of the item
• Original standard shipping costs
• Return shipping costs (if you paid upfront)
• Any other reasonable costs directly caused by the fault

6.5 For voluntary change-of-mind returns (where allowed by Seller policy):

• Purchase price (minus any restocking fee specified in Seller's policy)
• Original shipping is usually not refunded
• Return shipping is at your cost

Partial Refunds

6.6 Partial refunds may be issued when:

• You choose to keep a faulty or not-as-described item and receive compensation for the reduced value
• You return an item in worse condition than received (for voluntary returns)
• Only part of your order has issues
• A negotiated resolution between you and the Seller involves a partial refund

7. Return Packaging and Condition

7.1 When returning items, you should:

• Package the item securely to prevent damage in transit
• Include all original accessories, components, manuals, and packaging where possible
• Use a tracked shipping method and keep your tracking number
• Obtain proof of postage from the courier or post office
• Not write on or damage the original product packaging

7.2 For consumer law returns (faulty items), reasonable wear from inspecting or testing the item is acceptable. You are entitled to check that the item works before returning it.

7.3For voluntary change-of-mind returns, Sellers typically require items to be in “as new” condition with all original packaging and tags intact.

8. Elexbig's Role in Returns and Refunds

What Elexbig Does

8.1 Elexbig coordinates the returns and refunds process by:

• Providing a messaging platform for Buyers and Sellers to communicate
• Offering dispute resolution through the Buyer Guarantee programme
• Processing refunds when instructed to do so
• Holding Seller funds to ensure Buyers can be refunded when appropriate
• Enforcing policy compliance and taking action against Sellers who do not honour valid returns
• Providing guidance on consumer rights and return procedures

Payment Hold for Returns

8.2When a return is in progress, Elexbig may place a hold on the Seller's payout to ensure funds are available for your refund if needed.

8.3 Once the return is resolved (item returned or dispute resolved), funds are either released to the Seller or refunded to you as appropriate.

9. Special Circumstances

Items Damaged in Transit

9.1 If an item arrives damaged due to poor packaging or shipping damage:

• Document the damage immediately with photos of the packaging and item
• Contact the Seller within 48 hours of delivery
• The Seller is responsible for ensuring items are packaged adequately and arrive safely
• You are entitled to a replacement or full refund

9.2 Do not dispose of the damaged item or packaging until the Seller confirms you can do so, as they may need to file a claim with their courier.

Missing Items or Incomplete Orders

9.3 If your order is missing items that were paid for:

• Contact the Seller immediately
• Provide your order number and details of what is missing
• The Seller must send the missing items or refund you for them

Wrong Item Received

9.4 If the Seller sent you the wrong item entirely:

• Contact the Seller and explain what you received vs. what you ordered
• The Seller should provide a prepaid return label and send the correct item
• You should not be out of pocket for the Seller's error

Items That Arrive Very Late

9.5 If an item arrives much later than the estimated delivery date and you no longer need it:

• You may be entitled to refuse delivery or return it for a refund
• Contact the Seller or open a Buyer Guarantee claim
• This applies particularly if the delay means the item cannot be used for its intended purpose (e.g., birthday gift that arrives after the birthday)

10. Seller Refusal or Non-Response

10.1 If a Seller unreasonably refuses a valid return or does not respond to your return request within 48 hours:

• Open a Buyer Guarantee claim through your account
• Elexbig will review the situation and enforce your consumer rights
• We can process refunds directly if the Seller is non-compliant
• The Seller may face account restrictions or suspension for non-compliance

10.2 Sellers who consistently refuse valid returns or fail to honour consumer law are removed from the marketplace.

11. International Orders and Returns

11.1 While most Sellers on Elexbig are New Zealand-based, if you purchase from a Seller shipping internationally:

• Returns may be more complex and expensive
• You may still have rights under Nigerian consumer protection law if the sale was made to you as a New Zealand consumer
• Customs or import duties on returns are typically non-refundable
• Check the Seller's international return policy before purchasing

11A. Digital Products

11A.1 For digital products (including software licence keys, digital downloads, access codes, and online content), refunds are available only in limited circumstances:

• Defective product: The key, code, or download is invalid, non-functional, or already activated and cannot be used
• Not as described: The digital product materially differs from what was described in the listing

11A.2 Refunds for digital products are not available for change of mind after the key, code, or download has been accessed, redeemed, or used. Once a digital product has been accessed or activated, it is considered consumed and cannot be returned.

11A.3 If you believe a digital product is defective or not as described and have not yet accessed it, contact the Seller within 48 hours of purchase. If you have accessed it but found it to be defective, contact us within 7 days and provide evidence of the defect.

11B. Chargebacks and Payment Disputes

11B.1 Elexbig has a dedicated dispute resolution process (the Buyer Guarantee) designed to resolve purchase issues quickly and fairly. We encourage you to use this process before contacting your bank or payment provider.

11B.2 Initiating a credit card chargeback or payment dispute with your bank or card issuer while a Elexbig dispute or return is open may result in:

• Suspension of your Elexbig account pending investigation
• Cancellation of any open Buyer Guarantee claim for the same order
• Delays in resolution as we must respond to both the chargeback and the internal dispute

11B.3 If you receive a refund through both a Elexbig Buyer Guarantee claim and a chargeback for the same purchase, you must immediately notify us and return the duplicate amount. Failure to do so constitutes fraud and may result in account termination and legal action.

11B.4 Elexbig will cooperate fully with your bank or card issuer if a chargeback is initiated, and will provide all relevant evidence regarding the transaction.

12. Disputes and Escalation

12.1 If you cannot resolve a return or refund issue through ELEXBIG's support and dispute process, you may pursue any other remedies available under applicable Nigerian law.

12.2 Where appropriate, you may contact the Federal Competition and Consumer Protection Commission (FCCPC) or seek independent legal advice.

12.3 ELEXBIG may review transaction records, communications, product information, return evidence, and other relevant information when resolving a dispute.

13. Tips for Smooth Returns

13.1 To make the return process easier:

• Keep all original packaging until you are sure you are happy with the item
• Inspect items immediately upon delivery and report issues within 48 hours
• Take photos of items as received (particularly for high-value items)
• Communicate clearly and politely with Sellers
• Keep records of all communications and tracking information
• Read Seller return policies before purchasing if you think you might return the item
• Act promptly and do not wait weeks to report a problem
• Be honest and accurate in your return request

Contact and Support

For assistance with returns or refunds, or if you have questions about this policy:

Email:support@elexbig.com

Online: Log in to your account and contact ELEXBIG OWN via Elex AI on the widget to report an issue, request assistance, or escalate a return/refund matter.

Postal Address:
Elexbig Limited
Abuja, Nigeria