Effective Date: 24 August 2026
Last Updated: 24 August 2026
At ISABI STORE, we want every purchase to be a good one. But we also understand that sometimes a product may not arrive as expected. Our goal is simple: fair transactions, happy customers and accountable sellers.
This Refund & Return Policy explains when customers may request a return or refund, how sellers should handle them, and how ISABI STORE may assist in resolving disputes.
Important: This is a practical marketplace policy template and should be reviewed by a Nigerian-qualified lawyer before being adopted as your final legal policy, particularly for compliance with applicable Nigerian consumer-protection and e-commerce requirements.
Customers may be eligible for a refund or replacement where:
Not every product is automatically eligible for return. Product-specific return conditions may apply.
Please check your order carefully when it arrives.
If something is wrong, contact the seller or submit a return/refund request through the appropriate ISABI STORE channel as soon as reasonably possible.
Depending on the nature of the issue, we may ask you to provide:
This helps us protect both customers and sellers from fraudulent or inaccurate claims.
You may request a refund or replacement if you received a product that is materially different from what you ordered.
Examples include:
If an item arrives damaged, notify us or the seller promptly.
Where possible:
A product may qualify for a refund or replacement if it has a genuine defect that was not disclosed in the listing.
Where a manufacturer's warranty applies, the seller or manufacturer may first offer repair or replacement in accordance with the applicable warranty.
If the product received is materially different from the seller's description, photographs or specifications, you may be eligible for a return or refund.
Minor differences that do not materially affect the product may not qualify.
If you have paid for an order and the seller cannot fulfil it, the applicable amount paid for the unfulfilled order may be refunded.
Change-of-mind returns are not automatically available for every product.
Where a seller offers change-of-mind returns, the conditions will be displayed in the relevant product or seller return terms.
A change-of-mind return may be subject to:
Nothing in this section limits any mandatory consumer rights under applicable law.
Subject to applicable law and the specific seller policy, certain products may be excluded from returns because of their nature.
These may include:
Where an item is non-returnable, this should be clearly communicated before purchase where reasonably possible.
Returned products should generally be:
For defective or incorrect products, we will assess the circumstances fairly and will not reject a legitimate claim merely because the product cannot be returned in its original condition where the condition resulted from the defect itself.
Who pays return shipping depends on the reason for the return.
For example:
The seller may be responsible for reasonable return costs, subject to applicable law and the circumstances of the case.
Where change-of-mind returns are offered, the customer may be responsible for return shipping unless the seller's policy states otherwise.
Approved refunds will generally be processed using the original payment method where reasonably possible.
Depending on the payment method and circumstances, refunds may take additional processing time after ISABI STORE or the seller initiates the refund.
The actual time for funds to appear may depend on:
ISABI STORE cannot guarantee the exact processing time of an independent financial institution.
A partial refund may be appropriate where:
Where appropriate, a seller may offer:
Replacement → Exchange → Repair → Refund
The appropriate remedy depends on the nature of the problem, product availability, seller policy and applicable law.
If an order cannot be delivered because the customer provided an incorrect or incomplete address, refused delivery, or was repeatedly unavailable, additional delivery charges may apply where reasonably incurred.
Where an order is returned to the seller, the refund, if any, may be processed after the seller receives the returned item and applicable costs are assessed.
We take refund fraud seriously.
You must not:
Fraudulent claims may result in:
Sellers must:
Sellers may not create return policies that unlawfully remove mandatory consumer protections.
ISABI STORE may assist in disputes between customers and sellers.
We may review:
Where appropriate, ISABI STORE may make a marketplace decision based on the available evidence and applicable policies.
If an order is cancelled before fulfilment and a refund is applicable, the amount paid for the cancelled portion may be refunded.
Where a seller cancels an order because they cannot fulfil it, the applicable amount paid by the customer will generally be refunded, subject to the circumstances of the transaction and applicable law.
Where an order purchased using a coupon or promotional discount is refunded, the refund calculation may take into account:
Coupons are generally not refundable for cash.
Products purchased through an ISABI STORE auction may be subject to additional auction-specific return and refund conditions.
Winning bidders should carefully review the applicable auction rules before placing a bid.
Whether delivery fees are refundable depends on the reason for the return and applicable law.
Where a seller is responsible for delivering the wrong or defective product, reasonable delivery or return costs may be considered as part of the resolution.
To protect customers and sellers, ISABI STORE may investigate suspicious or disputed refund requests.
During an investigation, we may temporarily place a transaction on hold until sufficient information is available.
We aim to handle disputes fairly and based on the available evidence.
Nothing in this Refund & Return Policy is intended to remove, restrict or replace any consumer rights that cannot legally be excluded under applicable Nigerian law.
Where applicable law provides greater rights than this policy, the applicable law will prevail.
ISABI STORE may update this policy from time to time.
Material changes may be communicated through the Platform or other appropriate channels.
The latest version published on ISABI STORE will apply to transactions subject to its effective date.
If you have a refund, return or order issue, please contact ISABI STORE through the official customer support channels provided on the Platform.
When contacting us, include:
Order Number + Product Name + Reason for Return/Refund + Supporting Evidence
This helps us resolve your issue faster.
1. Report the issue
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2. Provide order details & evidence
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3. Seller reviews the request
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4. ISABI STORE assists where necessary
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5. Return / Replacement / Repair / Refund
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6. Refund processed where approved
Fair sellers. Protected customers. Better shopping.
ISABI STORE
Where Businesses Grow. Customers Shop. And Trust Matters