At Hadiya Souq, we are committed to ensuring a seamless and trustworthy shopping experience for our customers, while supporting our vendors in delivering quality products and services. This Returns & Refund Policy outlines the circumstances under which customers may return products and receive refunds.
This policy is binding on all platform users i.e., buyers, vendors, and fulfilment partners. It forms part of the Hadiya Souq Platform Terms of Service.
1. General Return Eligibility
Customers may request to return items purchased on the Platform if:
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The item was delivered damaged or defective
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The item is significantly different from the product description or image
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The wrong item was delivered
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The item is missing parts or accessories
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The product falls under a returnable category (see Section 4)
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The request is made within 2 days of delivery
All return requests must be submitted through the official Hadiya Souq customer service channel, with photographic or video evidence provided where applicable.
2.Non-Returnable Items
Certain product categories are non-returnable due to hygiene, safety, or perishability
reasons. These include, but are not limited to:
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Personal care items (e.g., soaps, creams, brushes)
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Food and beverage products
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Undergarments or intimate apparel
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Custom-made or personalised items
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Digital products or downloads
3. Return Process
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Initiate Request: Contact our support team via the platform within 24hrs of receiving your order.
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Evidence Submission: Submit images/videos and describe the issue in detail.
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Review: Hadiya Souq reviews the claim, liaises with the vendor if necessary, and
provides a decision within 3 business days.
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Approval & Pickup: If approved, return pickup is scheduled (where applicable) or
drop-off instructions are shared.
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Inspection: The returned item is inspected upon receipt.
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Resolution: Refund, replacement, or store credit is issued within 7 business days after
successful return and inspection.
4. Refund Options
Upon successful approval of a return, the following options may be offered to the customer:
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Full Refund to original payment method
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Replacement of item (if stock is available)
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Store Credit for future purchases (where preferred by the customer)
Refunds are not issued until the returned product is received and verified to be in its original condition unless otherwise agreed.
5. Vendor-Specific Policies
While Hadiya Souq oversees returns and refunds, individual vendors may have product- specific return terms. These will be clearly displayed on the product page and cannot contradict this platform-wide policy. All vendors must comply with the minimum return standards set by Hadiya Souq.
6. Return Shipping Costs
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If the return is due to a vendor or platform error (wrong item, defect, damage), return shipping is free to the customer.
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If the return is due to buyer remorse or order cancellation after shipping, the customer may be responsible for return logistics costs, deducted from the final refund.
7. Order Cancellations
Customers may cancel an order before it is shipped via their account dashboard or by contacting customer service.
Once an item is marked as shipped, cancellation is no longer guaranteed, and the standard return process applies.
8. Dispute Escalation
If a customer or vendor disputes a return or refund decision, the matter shall be referred to Hadiya Souq’s Dispute Resolution Team. Final resolution may take up to 10 business days.
The decision of the team shall be binding, subject to applicable consumer protection laws in Nigeria.
9. Contact Us
For return or refund-related enquiries, please contact: info@hadiyasouq.africa or +234 (0)708 007 5871
10. Policy Amendments
Hadiya Souq reserves the right to amend this Returns & Refund Policy at any time. Updated policies will be published on the Platform, and continued use constitutes acceptance of the revised terms.