Refund and Returns Policy

• FixPro Shop is a marketplace. FixPro holds your payment as a payment agent. The seller is paid when your 3-day return window is over, about 4 days after delivery. There is no early release of payment.
• You can cancel for free until you pay. After you pay, ask the seller in the order chat, or contact support@fixpro.com.ng if the order is not delivered.
• After the seller marks your order delivered you have 72 hours (3 days) to ask for a return, or to report that you did not receive it, in the app. Tapping "I've received it" only records that you got the order: you can still return it until the 72 hours are over. If you do nothing, the order completes automatically after 72 hours.
• You can return some or all of the items in an order: choose the items and how many of each. You can make one return request per order.
• Want to send an item back? Give a reason within 3 days of receiving it. What you get back is the price of the items you return, and nothing more, if you changed your mind; you pay the return shipping yourself. If the seller was at fault, you get the price of the items you return plus the delivery fee (the whole fee if you return everything, a share in proportion to the value you return if you return only some items), the seller pays that fee, and the seller also pays the return shipping. The delivery fee is never refunded when you changed your mind, and the payment processing fee is never refunded. See section 8.
• Buyers answer for their own defaults and sellers for theirs. FixPro holds the money, checks deadlines and evidence and decides disputes under the rules in this policy. FixPro is not the seller and is not liable for the goods or for the default of either the buyer or the seller, not even a change of mind.

This policy applies to orders placed in the FixPro Shop and should be read with the Shop Terms for Buyers.

• The seller declines, or does not answer in 24 hours: you are not charged.
• You cancel before paying (while the order is waiting for the seller, or after the seller accepts but before you pay), or you do not pay within 24 hours of the seller accepting: you are not charged.
• You paid but the order is not delivered: you cannot cancel a paid order in the app. Talk to the seller in the order chat first. If the seller cannot or will not deliver, or the order is still not delivered 3 days after you paid, email support@fixpro.com.ng with your order number. We will contact the seller and, if the order cannot be fulfilled, cancel it and refund you.
• The order was delivered but you did not receive it: report this in the app within 72 hours of the seller marking it delivered.
• The order was delivered and you want to send it back: ask for a return within 72 hours (3 days) of the seller marking it delivered, for one of these reasons:
  • It is not what was described.
  • It is fake or counterfeit.
  • It arrived damaged or spoiled.
  • You received the wrong item.
  • It is defective or not fit for sale.
  • You changed your mind.
  • Something else is wrong.
  What you get back depends on the reason. See section 8.
• A payment problem: if your payment was short, arrived after the order had already been cancelled or declined, or was taken twice, FixPro will review it and refund the money that should not have been taken. You do not need to pay again.

1. Try to sort it out with the seller in the order chat first. Sellers often fix a problem faster than a dispute can.
2. If it is not solved, open the order and choose "Request a return" within 72 hours of delivery. Pick the reason and describe what went wrong (at least 10 characters; the more detail the better). The form shows what you would get back for your reason before you send it. If you did not receive the order at all, choose "I never received this order" instead.
3. A return or a report holds the part of the seller's payment that is at stake. One return or report can be opened per order, and a return can cover some or all of the items. Tapping "I've received it" does not close your window: you can ask for a return at any time until the 72 hours are over.

Your written description and the order chat are what we start from, and we may read the order chat. What we need from you is clear photos of the item and the problem, and a written description of what is wrong. Nothing else is required. When you return an item, adding your courier receipt or tracking number is optional. The seller will be asked for their account, for example proof of delivery or handover. Please keep the item and its packaging until the problem is closed. We ask for evidence to be sent within 2 business days of our request. If we do not hear back by then, we decide using the information we have.

A FixPro team member reviews the order, the chat, what you and the seller tell us and any evidence, and decides under the rules in this policy. We aim to review a reported problem within 3 business days of it being opened. The possible outcomes are:

• Refund: you are refunded the amount that section 8 sets out for your case. The seller is not paid for the refunded amount.
• Partial refund (split): the seller receives an agreed share of the order total and you are refunded the rest. This is used when, for example, part of the order was delivered or the item is usable but not as described.
• Seller is paid: we find the order was delivered as described, or the return was not valid. The order completes and the seller is paid.

You and the seller both receive our decision with a short note explaining it. If you disagree, reply to the decision or email support@fixpro.com.ng within 7 days and a second team member will look again. Our decision on how the held money is shared is separate from any other legal rights you have.

• Refunds go back to the payment method you used (card or bank transfer) where the payment provider allows it; where it does not, or where a return-shipping reimbursement is due, we pay by bank transfer to an account you give us. We only ask for your bank details when a bank transfer is needed, and the account name is checked against your name, like the bank details sellers give. We cannot pay a refund to an account that does not match.
• Refunds are processed by our team, not automatically. Where the item does not have to come back (an order that is cancelled or never delivered, or a decision that does not need a return), we aim to start your refund within 3 business days of the decision.
• Where the item is sent back (section 8), we start your refund within 7 business days of the day you return the item. A refund for a returned item is paid once the seller confirms they have the item back, or once FixPro has checked your proof of return and marked it received.
• Once we have started a refund, it can take up to 10 business days to reach you.
• You will be notified in the app (and by email) when the refund is recorded, and given a refund or transfer reference where the payment provider gives us one.
• The refund amount is set out in section 8 and is made up of the order amounts only: the price of the items you return and, where section 8 says so, the delivery fee share that the seller pays. The payment processing fee you paid at checkout goes to the payment provider and is never refunded. FixPro never held that fee.

• The payment processing fee you paid at checkout. It goes to the payment provider and is not refundable, in any case.
• Orders that completed automatically 72 hours after delivery, because the 72-hour window to ask for a return has ended. Defect claims after the window are covered in section 8.
• The delivery fee, when you changed your mind, and when delivery fails because of the buyer (for example a wrong or incomplete address, being unreachable, or refusing the delivery without cause). The buyer bears the delivery cost in that case and the delivery fee is not refunded. When the seller is at fault, only the delivery fee share described in section 8 is refunded.
• Items the seller has marked as not returnable if you change your mind, for hygiene reasons (for example underwear, swimwear, cosmetics and food supplements). The product page tells you before you buy. If one of these is faulty, the wrong item, fake or not as described, you can still return it.
• Your own return shipping, when you changed your mind or the seller was not at fault. FixPro does not pay or reimburse it.
• Orders paid for outside FixPro.
• Perishable and made-to-order goods are not returnable unless they are defective. Defective perishable goods are returnable.
• We do not accept returns or give refunds for damage that the buyer caused after delivery, through misuse or by altering the item. Goods that arrive damaged, defective, inferior, not as described or the wrong item are returnable at the seller's cost (see section 8).

1. Give a reason. A return cannot be started without a reason. Tell us why you want to return the item: it is defective, unfit for sale, inferior, not as described, the wrong item, it arrived damaged, it is fake or counterfeit, or you changed your mind. For a fault reason (everything except changing your mind) you must attach at least 1 clear photo when you ask for the return (photos only for now; video is not supported yet). For a change of mind, photos are optional. Use "Request a return" in the app and describe the problem. If a bank transfer is needed for your refund, we will ask you for an account then; the account name is checked against your name.
2. Choose what you are returning. Pick the items and how many of each (one or more, up to what you ordered). You can return part of an order. You make one return request per order, and the items you choose cannot be changed afterwards.
3. Ask within 3 days of receiving the goods. A return request made later is not accepted from you in the app (late defects are covered below).
4. We review your request within 3 business days and tell you whether it is approved or not. Do not send an item back before we have approved the return.
5. Hand the item back within 3 days of our approval, in the condition you received it (not damaged by you after delivery), with the evidence listed in section 4. You and the seller arrange the return in the order chat; the FixPro app does not arrange couriers. If you do not hand the item back within 3 days, we close the return request and the order stays as it is. This time limit applies to non-perishable goods; perishable and made-to-order goods are not returnable unless defective (section 7).
6. Mark it returned. The day of return is the day you mark the item as returned in the app. When you do, please add your courier receipt or tracking number (optional, but recommended).
7. Your refund. Once the seller confirms they have the item back (or FixPro marks it received), we start your refund within 7 business days of the day of return; it can then take up to 10 business days to reach you (section 6). The seller has 3 days after you mark the item sent back to confirm they received it. If they do not, FixPro reviews your proof (tracking reference and photos).

Condition of the item. An item you send back must meet all of these:

• It is in its original condition and packaging.
• All seals, tags and accessories are still there.
• You keep your order number and give it with the return.
• You remove any passwords from devices before you send them.

When you ask for a return you tick a box to confirm the item is in its original condition and packaging.

Items that cannot be returned if you change your mind. A seller may mark certain items, for example underwear, swimwear, cosmetics and food supplements, as not returnable if the buyer changes their mind. We allow this because these items cannot safely be resold once they have been opened or tried on. When a seller does this, the product page says so before you buy, and the same note appears in your cart, at checkout and on your order. The setting is fixed for an order at the time it is placed: if the seller changes it afterwards, your order keeps the setting it had when you ordered. You cannot return such an item because you changed your mind or for a reason that is not a fault. You can still return it, in the usual way, when it is faulty, the wrong item, fake or not as described.

What you get back, and who pays the return shipping, in the three cases:

A seller who sends goods that are unfit for sale, defective, inferior, not as described, counterfeit, the wrong item or damaged remains responsible for them: you are refunded and the seller is not paid for them.

If we cannot validate the return. If, after the seller has received the item, FixPro finds that the return cannot be validated (for example the item is not in the condition it was sent, or is not the item you were sent), there is no refund. The seller sends the item back to you and you pay the shipping.

Where the seller is at fault, your reasonable return shipping cost is reimbursed to you on proof of what you paid (a receipt or a screenshot). The seller covers that cost.

Late defects: if goods were defective on arrival but you only find the fault after the 3-day window, send your claim to support@fixpro.com.ng with photo evidence. Support reviews defect claims for up to 30 days after receipt, at FixPro's discretion. Wear and tear, and damage you caused after delivery, are excluded. By then the seller has usually been paid. FixPro does not pay refunds out of its own money: a refund for a late defect is paid only from money FixPro recovers from the seller's future payouts, in instalments as it is recovered. If the seller has no future payouts from which the money can be recovered, FixPro is not liable to pay it. We show you in the app how much has been recovered and paid so far.

Replacements: replacements are not offered through the platform; we only give refunds. You and the seller can agree a replacement between yourselves outside the system, but that does not change FixPro's refund rules.

Each side answers for its own defaults. Sellers must describe and photograph their products honestly, deliver or hand over what was ordered, in good condition and on time, answer in the order chat, and cooperate with our review. When we decide for the buyer because of the seller's fault, the seller does not receive the payment for the refunded amount. Sellers with repeated valid problem reports can have products removed or their shop suspended. Buyers must give a true reason for a return, return the item in the condition they received it, and pay the return shipping when they changed their mind. FixPro is a marketplace and payment agent: it holds the funds, enforces the deadlines and decides disputes under this policy, and is not a party to the sale. See the Seller Terms.

Nothing in this policy limits any right you have under Nigerian consumer protection law. To ask for a refund, check on an existing request or complain about a decision, email support@fixpro.com.ng with your order number (shown as "Order #" followed by 8 characters) or open a support ticket in the app.

• Shop Terms for Buyers
• Seller Terms
• Terms of Service and Privacy Policy