IN THE MATTER OF POST-TRANSACTION REMEDIES ON THE GOODEALS E-COMMERCE PLATFORM
RETURN AND REFUND POLICY
Effective Date: 17 October 2025
ARTICLE 1: OUR COMMITMENT TO YOU
1.1. GOODEALS NIGERIA LTD. ("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 in any way limit or supersede your statutory rights. It provides the operational procedure to exercise those rights within the GOODEALS ecosystem.
ARTICLE 3: CONDITIONS FOR A VALID RETURN
3.1. Return Window: You must initiate a return request within seven (7) calendar days from the date the item was delivered to you.
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 cannot be returned under any circumstances: a. Perishable goods (e.g., food items). b. Personal care items, beauty products, cosmetics, underwear, and swimwear. c. Digital products, software, and gift cards that have been redeemed.
4.2. Any product that has been damaged by the Buyer after delivery, or is returned without its original packaging and accessories, will not be accepted for a refund.
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 two (2) business days. b. If your request is approved, you will receive instructions for the return shipment. c. If your request is rejected, the Vendor must provide a clear reason. You may then escalate this to a formal dispute (see Article 6).
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 five (5) to ten (10) business days from the date of approval.
ARTICLE 6: DISPUTES
6.1. If a Vendor rejects your return request and you disagree with the decision, you may escalate the issue by filing a formal dispute within two (2) business days of the rejection.
6.2. The matter will then be governed by our Dispute Resolution Policy, where a neutral GOODEALS Resolution Specialist will mediate and issue a binding ruling to ensure a fair outcome.
This Policy is instituted to build a marketplace founded on trust and fairness. We thank you for your cooperation.