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NAWIWI REFUND POLICY

Thank you for shopping at nawiwi.

At nawiwi, we are dedicated to stocking the best quality products made in Nigeria and Africa, by Nigerians and Africans, carefully curated for you, because your satisfaction is non-negotiable, therefore it is our top priority.

This policy serves as a guide on how we manage returns and refunds.

General Statement

nawiwi is Africa’s online hub for the best quality products made in Africa, by Africans, for the world. This refund policy is applicable exclusively to all purchases conducted and completed on the nawiwi platform.

Eligibility for Refunds

You are eligible for a full refund if:

  • The item you received is significantly different from the seller’s description or photo(s).
  • The item arrives damaged or defective.
  • You receive the wrong item.
  • The item does not arrive within the specified timeframe and you haven’t been notified about the change in delivery time.

We reserve the right to refuse returns of any merchandise that does not meet the above return conditions in our sole discretion.

Gifts

If the Goods were marked as a gift when purchased and then shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned product is received, a gift certificate will be mailed to You.

If the Goods weren’t marked as a gift when purchased, or the gift giver had the Order shipped to themselves to give it to You later, we will send the refund to the gift giver.

Timeframe for Returns

To initiate a return and request a refund, you must contact nawiwi customer support within 48 hours of receiving the item. This helps us resolve issues quickly and efficiently.

Items Not Eligible for Returns

The following items are not eligible for returns:

  1. Altered or Used Products: Products that have been altered from their original state or used are not eligible for returns.
  2. Tampered or Missing Serial Universal Product Code (UPC) Numbers: Products with tampered or missing serial UPC numbers are not eligible for returns.
  3. Perishable Goods: Perishable goods cannot be returned unless a valid reason is raised at the point of delivery with affirmation from the dispatcher.
  4. Damaged Products: Products damaged due to misuse are not eligible for returns.
  5. Beauty, Health, and Personal Care Items: Products in the beauty, health, and personal care categories are not eligible for returns.
  6. Excluded Apparel and Accessories (Not to be returned Once Used Unless Different from What Was Ordered):
    • Innerwear
    • Bed sheets
    • Lingerie
    • Socks
  7. Excluded Media (Once Opened Unless Different From What Was Ordered):
    • Books
    • CDs

Return Process

To ensure a smooth and efficient return process, please follow the steps below:

  1. Initiate Contact:

Contact nawiwi Customer Support:

  • Utilize the Help Center on our website or app to initiate a return.
  • Clearly state your intent to return the item.
  1. Provide Detailed Information:

Thoroughly Explain Your Return:

  • Articulate the reason for your return in detail.
  • Include relevant documentation, such as photos or videos, if applicable, to provide a comprehensive understanding of the issue.
  1. Guidance from nawiwi:

Expert Review of Your Request:

  • A dedicated nawiwi representative will carefully review your return request.
  • You will receive clear instructions and guidance on the return process.
  1. Secure Packaging and Shipping:

Responsibility for Packaging:

  • You are responsible for securely packaging the item to prevent damage during transit.
  • Follow any specific packaging guidelines provided by nawiwi.

Shipping Instructions:

  • Adhere to the shipping instructions provided by our representative.
  • Retain all tracking information until the return is successfully completed.
  1. Track Your Return:

Maintain Tracking Information:

  • Keep a record of the tracking information for your shipped item. This will help you monitor the return’s progress.

Additional Tips:

Communication is Key:

  • Stay in communication with our customer support team for updates on your return.
  • Address any inquiries promptly to expedite the process.

Return Confirmation:

  • Once the return is received and inspected, you will be notified of the status and any applicable refund or replacement information.

We appreciate your cooperation in following this comprehensive return process. If you encounter any challenges or have questions, do not hesitate to reach out to our customer support team for further assistance.

Return Pick-Up Timeline

The return pick-up timeline begins from the day you initiate a return request until one of our delivery associates retrieves the information of the item you wish to return and establishes contact with the vendor. We are committed to facilitating a prompt and efficient return process to ensure your satisfaction.

Refund Method

Once the seller receives the item and confirms it is in its original condition, nawiwi will process your refund within five (5) business days. The refund will be issued to the original payment method used for the purchase.

Additional Information

  • Shipping costs are generally non-refundable unless the item is defective or you receive the wrong item.
  • Some handmade or custom-made items may not be eligible for returns.
  • Hygiene concerns may limit returns for certain items like underwear and swimwear.

nawiwi is committed to resolving return and refund requests fairly and quickly. If you have any questions about this policy, please don’t hesitate to contact our customer support team.

Refund Process and Timelines

Upon validation of your return request, our refund procedures and timelines are as follows:

Refund to Bank Account:

  • If you paid via bank transfer, the refund will be issued to the bank account details provided during the return initiation and after due verification.
  • Please allow 3 – 5 business days for your bank to credit the refund amount to your account.
Refund to Bank Card:
  • If the payment was made via bank card, the refund will be credited back to your bank card within 24 hours after due process and confirmation.
  • It may take up to 3 – 7 business days for your bank to process and credit the refund amount to your account.
Refund Voucher Option:
  • If you selected a voucher as your refund method, the refund voucher will be processed immediately.
  • An email containing your voucher code will be sent to you promptly.

We strive to make the refund process as efficient as possible, and we appreciate your patience during this period. If you encounter any issues or have further inquiries, please contact our customer support team for assistance.

Important Note: Return Validation Process

Please be aware that if the reason for returning an item cannot be validated, the said item will be redelivered to you, and a refund will not be processed. It is imperative that the provided reason for return aligns with our policies to ensure a fair and transparent process.

For any clarification or assistance regarding the validation process, please reach out to our customer support team through the Help Centre on our website or app.

Guidance for Late or Missing Refunds

In the event that your refund has not been received, we understand the importance of addressing this promptly. To ensure a comprehensive resolution, we recommend the following steps:

  1. Check Your Bank Account:
    • Begin by verifying your bank account to confirm if the refund has been credited.
  2. Contact Your Bank:
    • If the refund delay persists, we advise reaching out to your bank. Sometimes, delays may occur within their processing timelines.
  1. Allow Time for Official Posting:
    • Refunds may take some time before officially posting to your account. Be patient during this period, especially if there are processing delays.
  2. Contact Our Customer Support:
    • If, after completing the aforementioned steps, your refund is still pending or if you have any concerns, we encourage you to promptly contact our customer support team.

Our customer support options are designed to provide personalized assistance and address any queries you may have regarding your refund. We are committed to ensuring a seamless and satisfactory resolution to any concerns you may encounter.

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