Refund & Returns Policy

Last updated: March 24, 2026

1. OVERVIEW

At EkoMall, customer satisfaction is a priority. This Refund & Returns Policy outlines the conditions under which products purchased on the EkoMall platform may be returned, replaced, or refunded. EkoMall operates a controlled fulfillment system, where all products are inspected before delivery to ensure quality and accuracy.

2. ELIGIBILITY FOR RETURNS

You may request a return or refund under the following conditions:

  • Damaged Products — Item was damaged during transit / Packaging shows signs of mishandling
  • Defective Products — Product is faulty or not functioning as expected
  • Incorrect Item Delivered — Product received is different from what was ordered
  • Missing Items — Part of the order is missing upon delivery

3. CONDITIONS FOR RETURN

To be eligible for a return:

  • You must notify EkoMall within 48 hours of delivery
  • The product must be returned within 7 days (where applicable)
  • The item must be:
  • In its original condition
  • With original packaging (if sealed)
  • Unused (except for inspection purposes)

4. INSPECTION AT DELIVERY

Customers are strongly advised to:

  • Inspect items at the point of delivery
  • Report any visible issues immediately

For unsealed items, inspection must be done before accepting delivery.

5. NON-RETURNABLE ITEMS

The following items may not be eligible for return:

  • Products damaged due to misuse by the customer
  • Items altered after delivery
  • Perishable goods (where applicable)
  • Personal care items once opened
  • Items marked as "non-returnable"

6. REFUND PROCESS

Once a return request is approved:

  1. The product may be retrieved or inspected
  2. EkoMall verifies the claim
  3. Refund is processed within 3–7 working days

Refunds are issued via:

  • Original payment method, or
  • Alternative method agreed with the customer

7. REPLACEMENT OPTION

Where possible, EkoMall may offer a replacement instead of a refund.

  • Replacement is subject to product availability
  • Replacement follows the same delivery process

8. FAILED DELIVERY / CUSTOMER UNAVAILABLE

If a delivery attempt fails due to:

  • Customer unavailability
  • Incorrect address

EkoMall may:

  • Reschedule delivery
  • Charge additional delivery fees
  • Cancel the order (where necessary)

9. FRAUD PREVENTION

EkoMall reserves the right to:

  • Reject refund requests deemed fraudulent
  • Investigate suspicious claims
  • Suspend accounts involved in abuse of the policy

10. DISPUTE RESOLUTION

Where disputes arise:

  • EkoMall will conduct an internal review
  • Decisions will be based on:
  • Inspection reports
  • Delivery confirmation data
  • Agent and quality control records

EkoMall's decision shall be final, subject to applicable Nigerian laws.

11. CONTACT INFORMATION

EkoMall Nigeria Limited
Unit 1, T22, Meridian Park Estate II, Sangotedo, Lagos

Email: support@ekomall.shop