Refund & Returns Policy

Each order is paid in one of two ways. Checkout and your order page show which, and it doesn't change after you pay.

• Escrow orders: Keepa holds the money. The seller isn't paid until you confirm delivery, or until 3 days after delivery if you haven't reported a problem.
• Direct orders: you pay the seller through Paystack, and the seller's share reaches their bank, usually the next working day. Keepa doesn't hold the money, but still reviews problems and decides refunds. A refund is sent to you through Paystack and recovered from the seller.

Either way, you can report a problem until you confirm delivery, or until 3 days after delivery. If something is wrong, report it before then.

This policy is part of our Terms of Use. It doesn't limit your rights under Nigerian consumer law.

• You can cancel an unpaid order at any time from your orders. You haven't been charged, so there's nothing to refund.
• Orders not paid within 24 hours are cancelled automatically.
• If a payment reaches us after the order was cancelled, we refund it in full.

• If the seller can't fulfil your paid order and cancels it, you get a full refund: the item and the delivery fee.
• If a courier cancels a delivery, Keepa rebooks it or refunds you in full. On an escrow order, your money stays held in the meantime.
• Once you've paid, you can't cancel the order yourself. If you've changed your mind, contact [SUPPORT EMAIL] before it ships. If the seller agrees to cancel, you're refunded in full.

Use Report a problem on the order in your orders, at any time after paying and before you confirm delivery (or 3 days after delivery pass). You can report:

• I didn't receive it
• It arrived damaged
• Wrong item
• Not as described
• Something else

Then:

1. Describe what happened and add up to 4 photos (the item, the packaging, the label). On an escrow order, the payment stays on hold.
2. The seller has 48 hours to reply or to refund you.
3. If you can't agree, Keepa staff review the photos, messages and delivery record and decide.

Staff can decide one of three outcomes:

• Full refund: the item price and the delivery fee come back to you.
• Partial refund: part of the item price comes back to you, for example for a minor fault you're happy to keep. The delivery fee isn't refunded, because the delivery happened.
• No refund: if the order was delivered as described. On an escrow order, the payment is released to the seller.

• Keepa doesn't run a change-of-mind returns service. A seller may offer their own returns; agree them with the seller before you confirm delivery.
• For a wrong, damaged or not-as-described item, staff may ask you to keep the item unused and in its packaging, or to hand it back to the seller's rider or courier, before a refund is made. We'll tell you what to do and who pays for it. Usually the seller pays when the fault is theirs.
• Don't send items back without agreeing it in your order or dispute first, or we may not be able to track them.

Once you confirm delivery, or 3 days after delivery pass, the order is completed (on an escrow order, the seller is paid and Keepa no longer holds your money). Only confirm delivery when the item is in your hands and you've checked it.

After that, contact the seller about faults or warranty. If they don't help, tell us at [SUPPORT EMAIL]: we can contact the seller, and we act on sellers who don't treat buyers fairly. You keep your rights under the Federal Competition and Consumer Protection Act 2018.

• Refunds go back through Paystack to the card or bank account you paid with. We don't refund in cash or to someone else.
• We start the refund as soon as it's decided, and we let you know on your order and by text message.
• Banks usually take 3 to 10 working days to show it. If yours hasn't arrived after 10 working days, contact [SUPPORT EMAIL] with your order number.
• Buyers pay no Keepa fee, so there is no fee to deduct from a refund.