TIQBUY’S RETURN AND REFUND POLICY

GENERAL RETURN / REFUND POLICY STATEMENT

We at TiqBuy, seek to give you the best experience on the usage of our services, via any of our platforms. And while we want you to get only the best quality on all of your purchases, we understand that you may desire to return some of the items purchased on our platform, and even request a refund on these items. It is in view of these events that we have prepared this return and refund policy.

This policy sets out the conditions, as well as the operational guidelines for any return or refund requests that may be made by our customers. It is considered to be both instructive to us in dealing with your requests and to be legally binding on you.

TiqBuy’s return/refund policy, is made in compliance with all relevant Nigerian Legislations.

LIMITATION OF LIABILITY

Kindly note that TiqBuy will not be responsible for any damages or losses incurred during the return process until the returned good (s) is acknowledged by TiqBuy to have been received in good shape.

STATEMENT ON RETURN PERIOD

At TiqBuy, we have specified return periods, and we have itemised which products qualify for such returns. However, this is subject to the categories which you will find in the following paragraphs of this policy.

REASONS FOR WHICH TIQBUY LIMITED WOULD ACCEPT A RETURN REQUEST

TiqBuy will only accept a return request should it fall under the following:

• The wrong product/ size was shipped to the customer
• The product was damaged or defective
• The product did not match the description

ELIGIBILITY FOR RETURN REQUESTS

We hold all customers in high esteem, and place your needs and access to clean products at the foremost part of our service offerings. Therefore, there are certain items which are not eligible for a return. This category is made of products that:

• Directly or impliedly impact on health and hygiene;
• Are considered to expire quickly;
• Are classified to be hazardous or containing hazardous materials;
• Are considered to contain flammable liquids or gases.
• Are customised on customer’s directives or speculations such as engravings, embroidery, or anything else closely related.
• Are further identified as Fragrances, Cosmetics, Skin & Nail Care, Grooming & Massage, Supplements & Vitamins, Medical & Dental Supplies, Sunscreens and Repellants, Intimate wear & Swimwear, Edible products, Plants & Flowers, Final Sale products, Collectibles, Membership, Gift Card, Batteries, Safety Products, Grocery, Subscriptions, Gym Supporters, Vouchers, Baby Care, Software & Video Games or as may be determined by TiqBuy.

Asides the above listed, we will consider return requests in cases where you may have received a wrong item(s), damaged items, sub standardized products (This is however subject to further review and investigation by us). Kindly note that a mere change of intentions for use, will not qualify for a successful return request. And so, we advise that you only purchase goods that reflect your best intentions whether short or long term.

INITIATING A RETURN:

You can initiate a return within 14 days for TiqBuy Official Store items and 7 days for other eligible items if you receive a wrong, damaged, defective or counterfeit item.

When returning an item, ensure all seals, tags and accessories are left intact and the item is in its original packaging. We recommend that you keep the original carton and packaging material for a smooth and easy return.

If you have created a password on the device you wish to return, please ensure it is removed, otherwise, your return will be invalid.

REQUESTING A REFUND

Your refund request will be processed within 24 hours if your reason for returning the item is verified. It may take up to 2 - 5 business days for your bank to credit the refund amount to your account if you paid in cash.

If you paid via bank card, you’ll receive the refund back to the bank account with the same name as was used on the site. it may take up to 3 - 7 business days for your bank to credit the refund amount to your account.

If you have chosen a voucher as your refund method, your refund voucher will be processed immediately and you will receive an email with your voucher code.

RETURN REQUESTS FOR GOODS WITH WARRANTIES

We ensure within all reasonable capacity that goods displayed on our platforms are not just functional but durable. However, for goods which are covered by warranties, which subsequently become damaged in the course of use, TiqBuy neither its affiliates will be held liable, and the procedure for return requests on such items, will not be governed by the provisions of this policy. As such, customers are to direct complaints on the use of these items to the manufacturers of the products.

VERIFICATION OF RETURN REQUESTS

Kindly note that our vendors are not in any way obliged to receive your return requests should the goods have been returned damaged, or defective as opposed to the state in which it was delivered to the customer. Only the goods which can be confirmed to have been defective, or different from the customer’s initial order will be accepted by the vendor.

SHIPPING/ RETURN PACKAGING

All of the packaging on our goods are unique, and serve as a representation of our brand. This is why we expect that should an eligible item be returned for reasons acceptable to us, you must do so using the same packaging, and in the same condition in which it was delivered to you. This is inclusive of items delivered in a box, instruction manual, seals, tags, labels etc.

From the period your return request is approved, we will hold you responsible for the safety of the goods up until we confirm receipt of same, and the condition of the delivered product is verified. Should the goods become damaged in transit, we expect that you would take full responsibility, as this may determine the successful processing of your return request.

PERSONAL DATA ON RETURN ITEMS

We strive to uphold all data protection standards when it comes to managing the information of our customers. But we require you to make this a seamless process by destroying all of your personal data attached to any of your return items such as your address and any other information for which an unlawful disclosure would be considered a breach of privacy. We will not be held liable for such breach arising from your failure to personally restrict open access in any form to this information.

ERRONEOUS DETAILS ON REFUND

Should you return an eligible item with wrong information, you may rectify same by contacting us via our listed contact information.

REFUND OF VALUE FOR PURCHASE

Subject to our verification on the state of returned items, we will make a refund on the value for purchase:

TIMELINES FOR ADDRESSING UNSUCCESSFUL REFUNDS

1. Unsuccessful refunds will be addressed in 5-7 working days after initiating the request.
2. Kindly note that refunds on items do not include delivery fees made on initial purchase of items, as well as the delivery fees for the return of goods.

DELIVERY/ PICKUP OF RETURN ITEMS

Items may be returned using our pick-up agents, for which you may be requested to pay a fee, subject to a verification of the size of the item or the decision of the vendor to provide you with a free return. You may also return items, by using our authorised drop-off points.

ORDER RESCHEDULING/ CANCELLATION

1. Rescheduling:

   If you wish to reschedule your order, please contact our customer support team at [email protected] as soon as possible. We will make every effort to accommodate your request, taking into account the status of your order and product availability.

2. Cancellation:

   1. Before Shipment:

      • Should you decide to cancel your order before it has been shipped, please contact our customer support team immediately.
      • A full refund will be issued to the original payment method.

   2. After Shipment:

      • If your order has already been shipped, you may return the item(s) following our guidelines on return of goods.
      • Shipping fees associated with the order will not be refunded.
      • Refunds will be processed upon the receipt and inspection of the returned items.

3. Special Cases:

   1. Custom or Personalized Orders:

      • Orders for custom or personalized items may have different cancellation and rescheduling policies. Please check the product page for specific details.

4. Pre-Order Items:

   Pre-order items are subject to different policies outlined in the pre-order information provided on the product page.

For any questions or concerns regarding rescheduling or cancelling your order, please contact our customer support team at [email protected]

FORFEITURE OF RETURNED ITEMS

When we process the return of damaged items, and opt to have the same item in a better condition delivered to you, we will notify you of such re-delivery, inclusive of the opening hours for your pick up. Should you fail to pick up or receive delivery of the new item, we will keep the item for an additional period of fifteen (15) days. Where we are unable to process a successful re-delivery to you, we would hold up the binding assumption that you have forfeited the item. It then becomes the property of TiqBuy, which may be disposed by any means determined by our sole discretion, and may not be reclaimed by you.

DISPUTES ON FORFEITURE OF ITEMS

All disputes arising from your failure to pick up the items within the allocated timeframe, will be managed by the procedures provided in the Arbitration and Conciliation Act, 2023.

EXCHANGE OF ITEMS

TiqBuy will not approve any form of exchanges by any of its customers on a return request. Should you return an eligible item, we will make a refund, and you may proceed to order a new item.

ADDITIONAL INFORMATION

If you have any other concerns or questions, please reach out to our support team at [email protected]