Refund Policy

AwaOwn is committed to making every purchase on our platform a safe and satisfying experience. This Refund Policy sets out your rights as a buyer, and the obligations of merchants, in clear and specific terms. If you have a question about a specific order, contact us at support@awaown.com.

1. Return window

You have 48 hours from the date of confirmed delivery to raise a dispute or request a refund. The clock starts when the courier marks your order as delivered or when you sign for it, whichever is earlier.

If your order was not delivered within the merchant's stated delivery window, contact us within 48 hours of the missed delivery date.

2. Eligible items

A return is eligible in the following situations:

• Item not as described: the product differs materially from its listing, wrong colour, wrong size, wrong model, or missing components.
• Defective or damaged on arrival: the product does not function as intended, arrived broken, or was visibly damaged during transit.
• Wrong item delivered: you received a completely different product from what you ordered.
• Item never arrived: the courier marked the item as delivered but you did not receive it. Report within 48 hours of the marked delivery date.
• Unused item in original condition: if you change your mind, items must be unused, in their original packaging, with all tags and accessories included. Change-of-mind returns are subject to merchant approval and may incur return shipping costs.

3. Non-returnable items

The following items are not eligible for returns unless they are defective or not as described:

• Perishable goods, including food, beverages, and fresh produce.
• Cosmetics and personal care products that have been opened or used.
• Underwear, swimwear, and intimate apparel for hygiene reasons.
• Digital products and software licences once downloaded or activated.
• Custom-made or personalised items produced specifically for your order.
• Hazardous materials, flammable items, and similar regulated goods.
• Items where the non-returnable status is clearly labelled on the product page at the time of purchase.

4. Return reasons by category

Each product category on AwaOwn has specific return reasons that merchants may accept. The exact reasons that apply to a product are shown on the product page under Buyer protection policy. The following table lists all possible reasons by category for reference.

5. How to request a return

To request a return, contact our support team within your product's return window and include the following:

1. Your order number.
2. The reason for your return (see section 4 for valid reasons by category).
3. Clear photographs of the item as received, if it is damaged, wrong, or not as described.

Our support team will acknowledge your request within 24 hours on business days and respond with a decision and next steps. Do not return an item directly to the merchant without first receiving approval from AwaOwn — unapproved returns may not be accepted and AwaOwn cannot guarantee a refund in such cases.

6. What happens after you request

Once your return request is submitted:

• The merchant's payout for the disputed order is placed on hold immediately.
• AwaOwn reviews the evidence you submitted, the order history, and any response from the merchant.
• If approved, you will receive return shipping instructions (where applicable) and your refund will be processed once the item is received by the merchant and inspected.
• If your request is declined, for example because the item matches the listing description, you will receive a clear explanation, and you may escalate to an AwaOwn dispute review if you disagree.

7. Refund timing & methods

Approved refunds are issued to the original payment method used at checkout:

• Card payments (Mastercard/Visa via Paystack): refund initiated within 24 hours of approval. Funds reflect on your card within 5–7 business days, depending on your bank's processing time.
• Bank transfer: refund processed within 2–3 business days of approval. Funds reflect within 1 additional business day.
• Wallet credit: where applicable, AwaOwn may issue a wallet credit that can be used for a future purchase, this will always be offered as an option alongside the bank refund, never as the only option.

You will receive an email notification when your refund is processed, including a reference number for tracking with your bank if needed.

8. Return shipping

• Defective, damaged, or wrong items: return shipping is covered entirely by AwaOwn. We will arrange a courier pickup or provide a prepaid return label.
• Change-of-mind returns: return shipping costs are the buyer's responsibility unless the merchant has a free-returns policy stated on their store.
• Items not as described: return shipping is covered by AwaOwn.

Always use tracked shipping for returns and retain your tracking number. AwaOwn cannot issue a refund for a returned item that cannot be confirmed as received by the merchant.

9. Exchanges

AwaOwn does not currently process direct exchanges. If you need a different size, colour, or variant, the fastest path is to:

1. Request a return for the original item (following the process in section 5).
2. Once the return is approved and your refund is confirmed, place a new order for the correct variant.

This approach is typically faster than a traditional exchange and ensures your refund arrives before you spend again.

10. Damaged or wrong items

If your item arrives damaged, broken, or completely wrong, you have 48 hours from delivery to report it. To do so:

1. Take clear photographs of the item, the packaging, and any visible damage before handling the product further.
2. Submit a return request (section 5) with these photographs attached.
3. Our team will process a priority review and respond within 12 hours.

For damaged items, we will either arrange a replacement (if the merchant has stock) or issue a full refund including any delivery fees paid. Return shipping is at no cost to you.

11. Digital products

Digital products (eBooks, software licences, digital downloads) are non-refundable once the download link has been accessed or the licence key activated, unless the product is defective, for example, a download link that does not work, or a licence key that is invalid or already used. Report digital product issues within 48 hours of purchase.

12. Dispute resolution

If you have submitted a return request and are not satisfied with the outcome, you may escalate to an AwaOwn dispute review by replying to the return decision email with "I wish to escalate this dispute." A senior member of our team will conduct an independent review within 3 business days, looking at all available evidence.

AwaOwn's final decision on marketplace disputes is binding on both the buyer and the merchant. If we rule in the buyer's favour, the refund is processed from merchant-held funds. If we rule in the merchant's favour, the held payout is released and no refund is issued.

For disputes that cannot be resolved through AwaOwn's internal process, both parties retain the right to seek resolution through appropriate channels under Nigerian consumer protection law, including the Federal Competition and Consumer Protection Commission (FCCPC).

13. Merchant responsibilities

Merchants on AwaOwn commit to honouring all valid return and refund requests within the timeframes set out in this policy. A merchant who repeatedly refuses valid returns, fails to respond to AwaOwn's dispute enquiries within 48 hours, or provides false information during a dispute investigation will face account warnings, temporary suspension, and in serious cases, permanent removal from the marketplace.

14. Get help

Our support team is here to make the return process as smooth as possible. Reach us at:

• Email: support@awaown.com, response within 1 business day.
• WhatsApp: available on the Contact page.

When contacting support, include your order number for the fastest resolution.