Refund & Returns Policy

When You Can Request a Refund or Return

Nigerian law does not provide a general statutory cooling-off period for online purchases, so there is no automatic right to return an item simply because you have changed your mind. Refunds and returns are, however, available on the grounds below where you report the issue within 7 days of delivery:

• Not as described: the item materially differs from the listing (wrong item, significantly different condition, undisclosed defects)
• Not received: the item was not delivered within the estimated delivery window
• Damaged: the item arrived damaged or defective

Individual sellers may offer more generous terms; check the listing for any seller-specific policy.

General Marketplace Purchases

In-Person Transactions

For items bought through in-person meetings, refunds are arranged directly between buyer and seller. Always inspect items before paying. Once you pay and leave, getting a refund depends on the seller's goodwill. Agree on return terms in writing (platform messages count as records) before purchase.

Online Orders (Platform-Facilitated Payment)

For orders paid through IbomMarket's payment system:

• Item not as described: If the item materially differs from the listing (wrong item, significantly different condition, undisclosed defects), you may file a return request within 7 days of delivery
• Item not received: If you did not receive the item within the estimated delivery window, report through the Platform within 7 days of the expected delivery date
• Damaged on delivery: If the item arrived damaged, document with photos and file a return request within 7 days of delivery
• Counterfeit goods: Report immediately. Counterfeit goods are a policy violation and result in seller penalties

Return Process

Non-Returnable Items

• Custom-made or personalised items (unless defective or materially different from agreed specifications)
• Perishable goods (food, flowers) unless received in unsafe condition
• Items with broken seals where the seal was clearly disclosed as non-returnable
• Items where the buyer's remorse is the only reason (changed mind, found cheaper elsewhere)

Digital Products

Due to the nature of digital goods, refund policies are limited:

• Product materially different from description: Full refund if the digital product does not match its listing
• Technical issues preventing access: Seller must resolve the issue or provide a refund within 48 hours
• Defective product (malware, corrupt files): Full refund and seller investigation
• Buyer's remorse: No refund for digital products that were delivered as described

Sellers may offer more generous refund terms for their digital products. Check the individual listing for the seller's stated refund policy.

Professional Services

For services arranged through the Platform:

• Refund terms should be agreed upon between you and the service provider before work begins
• For services paid through the Platform: disputes are handled through our Dispute Centre
• If the service was not performed as agreed, you may file a dispute with evidence
• Partial refunds may be appropriate where part of the service was delivered satisfactorily

IbomMarket Services & Purchases

For services purchased directly from IbomMarket (not from other users):

Refund Processing

• Refunds for payments made through Monnify are processed back to the original payment method (card, bank transfer, or USSD)
• Processing time: 3–10 business days depending on your bank and payment method
• Debit card refunds may take longer due to bank processing times
• Refunds are funded by the seller. IbomMarket is not the merchant of record; we facilitate the payment and may mediate disputes between buyer and seller
• You will receive an email and in-app notification when a refund is initiated
• If you have not received your refund within 14 business days, contact support

Dispute Timelines