Returns and Refunds

digiMall Return Policy

General Return Guidelines

• Return Window: 7 days from delivery date
• Condition: Items must be unused and in original packaging
• Documentation: Original receipt/invoice required
• Refund Method: Original payment method or wallet credit

Eligible for Returns

• Defective or damaged products
• Wrong item delivered
• Item not as described
• Missing parts or accessories
• Quality issues

Not Eligible for Returns

• Perishable goods (food, flowers)
• Personal care items (cosmetics, underwear)
• Digital products and downloads
• Custom or personalized items
• Items marked "Final Sale"

How to Return Items

Step-by-Step Return Process

1. 1

   Initiate Return Request

   Go to My Orders → Select order → Click "Return Item"

2. 2

   Select Items & Reason

   Choose items to return and provide reason with photos if applicable

3. 3

   Choose Return Method

   Drop-off at collection point or schedule pickup (fees may apply)

4. 4

   Package Items

   Pack securely in original packaging with all accessories

5. 5

   Ship or Hand Over

   Drop off or wait for pickup, get tracking number

6. 6

   Track Return

   Monitor return status and inspection progress

Return Shipping

Who Pays for Return Shipping?

• Defective/Wrong Item: digiMall covers shipping
• Change of Mind: Buyer pays shipping
• Vendor Error: Vendor covers shipping

Return Shipping Options

• Pickup Service: ₦500-1,500 depending on location
• Drop-off Points: Free at partner locations
• Direct to Vendor: Varies by vendor policy

Refund Process

Refund Timeline

• Return Received: 1-2 business days for acknowledgment
• Inspection: 2-3 business days
• Refund Approval: Within 24 hours of inspection
• Payment Processing: 3-7 business days depending on method

Refund Methods

Original Payment Method

• Credit/Debit Card: 5-7 business days
• Bank Transfer: 3-5 business days
• digiMall Wallet: Instant

Alternative Options

• Wallet Credit (instant + 5% bonus)
• Store Credit (vendor-specific)
• Exchange for different item

Partial Refunds

May apply when:

• Item returned after return window
• Item shows signs of use
• Missing original packaging
• Missing accessories

Product Exchanges

Exchange Process

1. Select "Exchange" instead of "Return"
2. Choose replacement item (same vendor)
3. Pay difference if applicable
4. Ship original item back
5. Receive replacement after inspection

Exchange Conditions

• Same vendor only
• Within 7 days of delivery
• Item unused and in original condition
• Replacement must be in stock

Size/Color Exchanges

• Free exchange for first size/color change
• Shipping covered by digiMall
• Subject to availability

Exceptions & Special Cases

Extended Return Windows

• Electronics: 14 days for major appliances
• Holiday Purchases: Extended to January 15
• Furniture: 30 days with restocking fee
• Defective Items: Up to 90 days with warranty

Special Categories

Electronics

• Must include all original accessories
• Factory reset required for devices
• Original box mandatory
• Warranty seal intact

Fashion Items

• Tags must be attached
• No signs of wear
• No odors or stains
• Hygiene seal intact for applicable items

Large Items

• Professional inspection required
• Pickup service mandatory
• Assembly status noted
• Possible restocking fee (10-20%)

Return FAQs

What if vendor refuses return?

Open a dispute through digiMall support. We'll mediate and ensure policy compliance.

Can I return without original packaging?

Depends on item and reason. Defective items yes, change of mind may incur fees.

How long for inspection?

Usually 2-3 business days. Complex items like electronics may take up to 5 days.

What if item is damaged during return shipping?

If you purchased return shipping insurance, you're covered. Otherwise, standard carrier liability applies.