IN THE MATTER OF POST-TRANSACTION REMEDIES ON THE GOODEALS E-COMMERCE PLATFORM

RETURN AND REFUND POLICY

Version: 2.1.0 | Effective Date: 05 August 2026

ARTICLE 1: OUR COMMITMENT TO YOU

1.1. GOODEALS ("GOODEALS," "we," "us") is fundamentally committed to ensuring Buyer satisfaction. This Policy is designed to provide a clear and transparent process for returns and refunds, and it is constructed in strict adherence to the Federal Competition and Consumer Protection Act (FCCPA) of Nigeria.

1.2. This Policy is a binding part of our Buyer Terms and Conditions. By making a purchase on our Platform, you agree to the terms outlined herein.

1.3. We recognize that the contract of sale is between you, the Buyer, and the Vendor. This Policy provides the framework through which GOODEALS will facilitate the return and refund process.

ARTICLE 2: YOUR STATUTORY RIGHTS AS A CONSUMER

2.1. Under the FCCPA, you are guaranteed the right to receive goods that are of good quality, fit for their intended purpose, and match the descriptions and specifications provided by the Vendor.

2.2. This Policy does not limit or supersede your statutory rights. It provides the operational procedure to exercise those rights within the GOODEALS ecosystem.

2.3. WHERE THIS POLICY AND THE LAW DIFFER, THE LAW WINS. The timeframes and categories in Articles 3 and 4 describe our standard operational process. They do not cut down any longer period or wider remedy the FCCPA gives you. In particular:

(a) your statutory right to a remedy for goods that are defective, unsafe, counterfeit, or materially not as described is not limited by the 7-day operational window in Article 3.1, and survives it;

(b) the exclusions in Article 4.1 apply to change-of-mind and hygiene-related returns of sound goods only. They NEVER apply to goods that arrive defective, unsafe, counterfeit, or materially not as described; and

(c) nothing in this Policy requires you to exhaust our internal process before complaining to the Federal Competition and Consumer Protection Commission (FCCPC) or commencing proceedings.

2.4. If our process would give you less than the law does, tell us and we will apply the law. If you believe that has happened, contact support@goodeals.com.ng.

ARTICLE 3: CONDITIONS FOR A VALID RETURN

3.1. Return Window: our standard operational window is 7 calendar days from delivery. Subject to Article 2.3(a), requests outside this window are still considered where the goods are defective, unsafe, counterfeit, or materially not as described.

3.2. Valid Reasons for Return: A return request shall be deemed valid only under the following circumstances: a. Defective or Damaged Item: The product received is faulty, non-functional, or was damaged in transit. b. Incorrect Item Delivered: You received a different product, model, size, or color than what you ordered. c. Counterfeit or Not as Described: The product is a counterfeit or varies materially from the product description, images, or specifications on the listing. d. Incomplete Order: The product is missing parts, accessories, or components that were supposed to be included.

3.3. "Change of Mind" Returns: Returns based on a "change of mind" (e.g., you no longer want the item, you ordered the wrong size) are not accepted as a standard policy.

3.4. Condition of Returned Item: To be eligible for a return based on the valid reasons in Article 3.2, the item must be in the same condition that you received it: unworn or unused, with all original tags, and in its complete original packaging.

ARTICLE 4: ITEMS NOT ELIGIBLE FOR RETURN

4.1. For health, safety, and hygiene reasons, the following items are not eligible for change-of-mind or discretionary returns: a. Perishable goods (e.g., food items). b. Personal care items, beauty products, cosmetics, underwear, and swimwear, where the seal or packaging has been opened. c. Digital products, software, and gift cards that have been redeemed.

4.2. Article 4.1 does not apply where the goods are defective, unsafe, expired, counterfeit, or materially not as described. Those goods remain returnable and refundable regardless of category. An unsafe or expired consumable is never "non-returnable".

4.3. A product damaged by the Buyer after delivery is not eligible for refund on that ground. Missing original packaging alone is not a ground for refusing a refund where the goods are defective or not as described; we may instead make a reasonable deduction reflecting any actual reduction in value.

ARTICLE 5: THE RETURN AND REFUND PROCESS

The process is designed to be clear, systematic, and fair.

5.1. Step 1: Initiate a Return Request a. Within the 7-day return window, log in to your GOODEALS account. b. Navigate to "My Orders," select the relevant order, and click the "Return Item" button. c. You must complete the return form, stating a valid reason for the return (from Article 3.2) and providing clear photographic or video evidence to support your claim. This is a mandatory step.

5.2. Step 2: Return Review and Authorization a. The Vendor will review your return request within 2 business days. b. If your request is approved, you will receive instructions for the return shipment. c. If the Vendor rejects the request, they must give a clear, specific reason. A rejection without reasons is treated as an approval. d. If the Vendor does not respond within 2 business days, the request is deemed approved and GOODEALS will authorise the return. e. A Vendor's rejection is not final. Because the Vendor has a direct interest in the outcome, GOODEALS reviews contested rejections independently under Article 6, and will decide against the Vendor where the evidence supports you.

5.3. Step 3: Shipping the Item a. For all valid returns (as defined in Article 3.2), you will be provided with a pre-paid shipping label to return the item at no cost to you. b. You must securely package the item in its original packaging and dispatch it via the designated logistics partner within three (3) business days of receiving the return instructions.

5.4. Step 4: Inspection and Refund Processing a. Upon receipt, the Vendor will inspect the returned item within two (2) business days to ensure it meets the conditions outlined in Article 3.4. b. If the inspection is successful, the refund will be approved by the Vendor and processed by GOODEALS. c. Your refund will be credited to your original payment method (or GOODEALS Wallet) within 10 business days from the date of approval, as stated in Article 6.4.

ARTICLE 6: DISPUTES

6.1. If a Vendor rejects your return request and you disagree, you may escalate by filing a dispute. We will accept an escalation filed within thirty (30) days of the rejection.

6.2. The matter is then governed by our Dispute Resolution Policy. A GOODEALS Resolution Specialist, who is independent of the Vendor, will review the evidence from both sides and issue a decision.

6.3. Effect of our decision. Our decision binds the VENDOR and binds GOODEALS: if we decide in your favour, we will give effect to it. It does NOT bind you. If you are dissatisfied, you remain free to complain to the Federal Competition and Consumer Protection Commission (FCCPC) or to commence legal proceedings. Nothing in this Policy is an arbitration agreement, and nothing in it waives your right to seek redress elsewhere.

6.4. Refund timing. Approved refunds are processed to your original payment method within 10 business days of approval.

This Policy is instituted to build a marketplace founded on trust and fairness. We thank you for your cooperation.