# RETURNS, REFUNDS & CANCELLATIONS POLICY *Last updated: Sept 2026* ## 1. PURPOSE This Policy explains how Sotibuy handles Product returns, refunds, replacements and Order cancellations. It is designed to protect Buyers while also ensuring that Sellers are treated fairly where a return or refund is not caused by the Seller. This Policy forms part of the Sotibuy Buyer Terms & Conditions and Seller Agreement. ## 2. GENERAL PRINCIPLE Sotibuy aims to ensure that Buyers receive Products that: - Match the Product listing. - Are in the condition described. - Are genuine where authenticity is represented. - Are complete. - Are safe and suitable for their stated purpose. - Are delivered in an acceptable condition. Where a problem occurs, Sotibuy will assess the circumstances and determine the appropriate remedy in accordance with this Policy and applicable Nigerian law. ## 3. WHEN A BUYER MAY REQUEST A RETURN A Buyer may request a return where the Product: - Is materially different from the listing. - Is the wrong Product. - Is defective. - Is damaged, subject to the applicable responsibility for the damage. - Is counterfeit or suspected to be counterfeit. - Is materially incomplete. - Does not meet a material representation made in the listing. - Is otherwise eligible for return under applicable law or Sotibuy policy. ## 4. CHANGE-OF-MIND RETURNS Not every Product will automatically qualify for a return simply because a Buyer changes their mind. Whether a change-of-mind return is permitted may depend on: - Product category. - Seller's stated return terms. - Product condition. - Applicable Nigerian law. - Whether the Product is perishable, personalized, hygienic or otherwise unsuitable for return. Sotibuy may establish category-specific return rules. ## 5. PRODUCTS THAT MAY NOT BE RETURNABLE Certain Products may be excluded from ordinary returns because of their nature. Examples may include: - Perishable food. - Certain personal-care or hygiene Products once opened. - Personalized Products. - Custom-made Products. - Products that cannot reasonably be resold for health or safety reasons. - Digital Products where access or delivery has been completed. - Other Products excluded by applicable law or Sotibuy policy. Where an exception applies, it will be communicated where reasonably practicable. ## 6. RETURN REQUEST PERIOD Sotibuy may establish a return-request period for eligible Products. The applicable period may vary according to Product category and the nature of the complaint. Where a specific return period applies, it will be communicated to the Buyer through the Platform or applicable Order information. ## 7. HOW A BUYER REQUESTS A RETURN A Buyer should submit a return request through the designated Sotibuy customer-support or Order-management channel. The Buyer may be required to provide: - Order number. - Reason for return. - Description of the issue. - Photographs or videos where reasonably necessary. - Other information required to assess the claim. ## 8. REVIEW OF RETURN REQUESTS Sotibuy may review the return request before approving a return. The review may consider: - Product listing. - Order information. - Buyer's complaint. - Seller's response. - Photographs or videos. - Delivery records. - Packaging condition. - Product condition. - Other relevant evidence. ## 9. SELLER COOPERATION Sellers must cooperate reasonably with legitimate return, refund and replacement requests. A Seller must not deliberately obstruct a legitimate return investigation. ## 10. WRONG PRODUCT Where the Seller sends the wrong Product, the Buyer may be entitled to a return, replacement or refund. Where the Seller is responsible for the error, the Seller may bear the applicable cost associated with resolving the matter, subject to applicable law. ## 11. DEFECTIVE PRODUCT Where a Product is defective or materially fails to function as represented, the Buyer may be entitled to a return, repair, replacement or refund depending on the nature of the Product and applicable law. ## 12. DAMAGED PRODUCT Where a Product arrives damaged, Sotibuy may investigate the cause. The investigation may consider: - Seller packaging. - Condition at collection. - Logistics handling. - Delivery records. - Photographs. - Other available evidence. Where inadequate Seller packaging caused the damage, the Seller may be responsible for the applicable remedy. Where the damage resulted from Sotibuy's or its logistics partner's handling, Sotibuy will handle the matter in accordance with the applicable logistics arrangement and law. ## 13. COUNTERFEIT PRODUCT Where a Buyer reasonably believes that a Product is counterfeit, Sotibuy may investigate. If the Product is determined to be counterfeit, the Buyer may be entitled to a refund or other appropriate remedy. The Seller may be subject to account action under the Sotibuy Seller Agreement and Prohibited & Restricted Products Policy. ## 14. PRODUCT NOT AS DESCRIBED Where a Product materially differs from its listing, the Buyer may be entitled to a return, replacement or refund. Examples include: - Materially different model. - Materially different size. - Materially different quantity. - Materially different condition. - Materially different specifications. ## 15. REFUNDS Where a refund is approved, Sotibuy may return the applicable amount to the Buyer using the original payment method or another appropriate method. Refund timing may depend on: - Payment provider. - Bank processing. - Verification. - Return of the Product where required. - Other operational circumstances. ## 16. DELIVERY FEE REFUNDS Whether the delivery fee is refundable may depend on the reason for the return or cancellation. Where the Seller is responsible for the problem, the applicable delivery-related cost may be included in the remedy where appropriate and permitted by law. Where a Buyer simply changes their mind and the return is permitted, the applicable delivery fee may not necessarily be refundable. Applicable legal rights will take precedence. ## 17. RETURN LOGISTICS Sotibuy will ordinarily coordinate return logistics where a return is approved and such logistics are available. The Buyer may be instructed to: - Make the Product available for collection. - Follow packaging instructions. - Provide the Product in the required condition. - Provide relevant return information. The Seller should not ordinarily arrange direct delivery of returned Products unless instructed by Sotibuy. 18. WHO PAYS FOR RETURN LOGISTICS? Responsibility for return-related logistics costs will depend on the reason for the return. Where the Seller is responsible for the problem, the applicable return-related cost may be charged to the Seller. Where the return is not caused by the Seller and is permitted under the applicable return arrangement, Sotibuy may determine how the return logistics cost is handled. Where required by Nigerian law, the applicable legal rule will apply. ## 19. BUYER RESPONSIBILITY FOR RETURNED PRODUCTS A Buyer returning a Product must: - Return the correct Product. - Return the Product in the condition required under the applicable return rules. - Include relevant accessories where required. - Avoid intentionally damaging the Product. - Provide truthful information about the reason for return. ## 20. FRAUDULENT RETURNS Sotibuy may investigate suspected return fraud. Examples include: - Returning a different Product. - Returning a used Product while claiming it was unused. - Removing parts or accessories. - Falsifying evidence. - Repeatedly abusing the return system. - Claiming a Product was not delivered when delivery records indicate otherwise. Sotibuy may restrict return privileges, suspend an account or take other appropriate action where justified. ## 21. BUYER CANCELLATION A Buyer may request cancellation before an Order is completed, subject to the applicable Order status and cancellation rules. Once an Order has been prepared, collected or dispatched, cancellation may no longer be available and the Buyer may instead need to follow the applicable return process. ## 22. SELLER CANCELLATION Sellers should not cancel confirmed Orders without a legitimate reason. Repeated or unjustified Seller cancellations may result in Seller performance measures. ## 23. OUT-OF-STOCK CANCELLATION If a Seller accepts an Order for a Product that is no longer available, the Seller should promptly notify Sotibuy. Where the Order cannot be fulfilled, Sotibuy may cancel the Order and refund the Buyer as appropriate. Repeated out-of-stock cancellations may affect Seller performance. ## 24. DELIVERY FAILURE Where an Order cannot be delivered because of a logistics issue, Sotibuy may attempt another delivery, contact the Buyer or determine another appropriate resolution. Where delivery fails because the Buyer provides an incorrect address, is unavailable or otherwise prevents delivery, applicable additional delivery arrangements or charges may apply. ## 25. UNDELIVERED ORDERS Where an Order cannot be delivered and is returned to the Seller or another designated location, Sotibuy may determine the appropriate next step based on: - Reason for failed delivery. - Product type. - Seller instructions. - Buyer's instructions. - Applicable logistics arrangements. ## 26. SELLER REFUNDS AND SETTLEMENT ADJUSTMENTS Where a transaction is refunded, Sotibuy may adjust the Seller's account to reflect the refund. Where appropriate, the commission associated with the refunded Product may also be reversed. Where the refund results from Seller misconduct, defective Products, wrong Products, counterfeit Products or other Seller responsibility, applicable costs may be recovered from the Seller in accordance with the Seller Agreement and applicable law. ## 27. BUYER DISPUTES Where a Buyer and Seller disagree about a return or refund, Sotibuy may review the matter and determine the appropriate marketplace resolution. Sotibuy may request evidence from both parties. ## 28. EVIDENCE Evidence that may be considered includes: - Product photographs. - Videos. - Product descriptions. - Order records. - Delivery records. - Packaging photographs. - Seller communications. - Buyer communications. - Return inspection results. - Other relevant information. ## 29. NO AUTOMATIC REFUND FOR EVERY COMPLAINT A Buyer complaint does not automatically guarantee a refund. Sotibuy may assess the circumstances and applicable rules before approving a refund, replacement or other remedy. Nothing in this Policy limits a consumer right that cannot legally be excluded under Nigerian law. ## 30. PRODUCT INSPECTION Sotibuy may inspect or arrange inspection of returned Products where reasonably necessary. Where a Product is returned, the condition of the Product may be considered when determining the appropriate outcome. ## 31. SELLER RESPONSIBILITY FOR PRODUCT QUALITY Sellers remain responsible for ensuring that Products are accurately described, genuine where applicable, safe and of the quality represented in their listings. Sotibuy's involvement in a return or refund process does not remove the Seller's underlying responsibilities. ## 32. SOTIBUY RESPONSIBILITY Sotibuy will make reasonable efforts to administer returns, refunds and cancellations fairly and consistently. However, Sotibuy is not responsible for circumstances outside its reasonable control, subject to applicable law. ## 33. POLICY EXCEPTIONS Certain Product categories may have additional or different return rules. Sotibuy may establish category-specific requirements where reasonably necessary because of: - Product characteristics. - Hygiene. - Safety. - Perishability. - Regulatory requirements. - Fraud risk. - Other legitimate marketplace considerations. ## 34. POLICY CHANGES Sotibuy may update this Policy where reasonably necessary because of: - Changes in Nigerian law. - Regulatory developments. - Marketplace operations. - New Product categories. - Customer-protection requirements. - Logistics developments. Material changes will be communicated appropriately. ## 35. GOVERNING LAW This Policy shall be interpreted in accordance with the laws of the Federal Republic of Nigeria, subject to applicable mandatory consumer-protection rights. ## 36. ACCEPTANCE By using the Sotibuy Platform, placing an Order or registering as a Seller, the applicable user acknowledges that they are subject to this Returns, Refunds & Cancellations Policy and agree to comply with its applicable provisions.
Returns, Refunds & Cancellations Policy
How returns, refunds, replacements and cancellations are handled.