Understanding the Refund Process

Fast & Reliable Refunds

Once we receive and approve your return, most refunds are processed within 3-5 business days back to your original payment method.

How digiMall Refunds Work

Our refund process is designed to be transparent and fair, ensuring you get your money back quickly once your return is approved.

Refund Basics:

Full purchase price: You get back what you paid for the item
Original payment method: Refund goes back to the card/account you used
No processing fees: We don't charge you anything for returns
Tax included: Any taxes paid are also refunded

What Gets Refunded:

• Full item price
• Applicable taxes (VAT)
• Promotional discounts applied
• Gift wrap charges

What's Not Refunded:

• Original shipping costs*
• Express delivery charges*
• Installation or setup fees
• Extended warranty costs

*Unless the return is due to our error

Refund Processing Timeline

Understanding each step helps you know what to expect and when.

Complete Refund Timeline:

Return Received

Day 1

Your returned item arrives at our warehouse and is logged into our system

Quality Inspection

Days 1-2

We check the item's condition against our return policy requirements

Refund Approved

Day 2-3

If approved, refund is initiated to your original payment method

Bank Processing

Days 3-7

Your bank or card company processes the refund to your account

Processing Times by Payment Method

Faster Processing:

• digiMall Wallet: Instant
• Debit cards: 3-5 business days
• Mobile money: 1-2 business days

Standard Processing:

• Credit cards: 5-7 business days
• Bank transfers: 3-5 business days
• International cards: 7-10 days

Refund Methods & Options

We support multiple refund methods to make the process convenient for you.

Original Payment Method (Default)

By default, all refunds go back to the payment method you used for the original purchase.

Why we do this: It's the most secure method and helps prevent fraud. It also ensures you get your money back in the same way you paid.

digiMall Wallet Credit (Faster Option)

Choose to receive your refund as digiMall wallet credit for instant access.

Benefits:

• Instant credit to your wallet
• Use immediately for new purchases
• 5% bonus credit on refunds over ₦10,000
• Never expires

How to Choose:

• Select during return request
• Available for all eligible returns
• Can be changed within 24 hours
• Wallet can be withdrawn anytime

Special Circumstances

Expired/Closed Cards: If your original card is no longer valid, we'll contact you to arrange an alternative refund method.

Gift Purchases: Items bought with gift cards are refunded as digiMall wallet credit automatically.

International Orders: May be refunded as wallet credit to avoid international transfer fees and delays.

Partial Refunds & Adjustments

Sometimes the full purchase price isn't refunded due to specific conditions or issues.

When Partial Refunds Apply

Item Condition Issues: If the returned item shows signs of use, damage, or is missing components, a partial refund may apply (typically 10-50% deduction).

Late Returns: Items returned after 30 days but within 60 days may receive a partial refund (usually 70-80% of purchase price).

Restocking Fees: Certain electronics may have a 10-15% restocking fee if opened and used.

Full Refund Guarantee Situations

• Item was damaged or defective when received
• We sent you the wrong item
• Item significantly different from description
• Quality control issues confirmed by inspection
• Return within 30 days in original condition

Common Refund Issues & Solutions

Most refund issues can be quickly resolved with the right information.

Refund taking longer than expected

Common causes:

Bank processing delays (especially for credit cards)
International card processing (can take 7-10 days)
Weekend or holiday delays
Incorrect payment information on file

What to do: Check with your bank first, then contact our support with your return number.

Received partial refund instead of full amount

This usually means:

Item condition didn't meet return standards
Missing accessories or original packaging
Restocking fee applied to opened electronics
Return was processed outside 30-day window

Next steps: Check your email for detailed explanation. Contact support if you disagree with the assessment.

Refund went to wrong account/card

Why this happens:

Multiple payment methods used for original order
Gift card portion refunded to wallet
Card number updated but old card still on file

Resolution: Contact support immediately with your order details. We can trace and redirect the refund if processed recently.

No refund received but return shows as completed

Possible issues:

Bank hasn't processed the refund yet
Refund processed to expired/closed card
System error in processing

Immediate action: Contact support with your return tracking number. We'll provide refund confirmation details and help trace the payment.

When to Contact Support

• No refund after 10 business days
• Partial refund without explanation
• Questions about refund processing
• Issues with payment method changes
• Dispute refund assessment decisions