0

Cart

ShopthruRefund and Returns Policy

Refund and Return Policy

 

 

At Shopthru, we want customers to shop with confidence while also protecting our vendors from unfair use of the platform. Because different products are sold by different vendors, this Return and Refund Policy explains the general rules that apply to orders placed on our marketplace.

By placing an order on our platform, you agree to the terms below.

1. Return Window

Customers may request a return within 3 days of receiving their order.

Any return request made after the 3-day return window will not be accepted.

To be eligible for a return, the item must be:

  • unused
  • in its original condition
  • in its original packaging where applicable
  • not damaged by misuse, mishandling, or customer negligence

 

2. Refund Processing Time

Once a return is approved and the item has been received and inspected, refunds will be processed within 3 business days.

Refunds will be made through the original payment method used for the order, unless otherwise stated by the platform or vendor.

Please note that depending on your bank or payment provider, it may take additional time for the refunded amount to reflect in your account.

3. Products Eligible for Return

Some products may be returned if they meet the return conditions above and are not part of the non-returnable items listed below.

Returnable items may include:

  • clothing and fashion items that are unused and unwashed
  • shoes that are unworn and returned in their original box
  • bags and accessories in unused condition
  • electronics that are sealed or returned in the same condition delivered
  • household items that have not been used or damaged
  • beauty items only if they are unopened, sealed, and unused where hygiene permits

The final approval of a return depends on inspection and confirmation that the item has not been used, altered, or damaged after delivery.

4. Non-Returnable Items

For safety, hygiene, freshness, and fairness to vendors, certain items cannot be returned.

These include:

  • food and edible items
  • drinks and beverages
  • perfumes and fragranced products that may have been opened or used
  • cosmetics, skincare, and personal care items that have been opened or used
  • underwear, lingerie, and other intimate wear
  • health, hygiene, and sanitary items
  • perishable goods
  • custom-made or personalized items
  • items damaged after delivery due to customer handling
  • any product marked as non-returnable on the product page

These restrictions are necessary because some products can be consumed, tested, worn, or tampered with in ways that make them unsafe or unfair to resell.

5. Wrong, Damaged, or Defective Items

If a customer receives:

  • the wrong item
  • a damaged item
  • a defective item
  • an incomplete order

the issue must be reported within 3 days of delivery.

Customers may be asked to provide clear proof, such as:

  • photos of the item received
  • photos of the packaging
  • order details
  • a short explanation of the issue

Once reviewed and approved, the customer may be offered a replacement, exchange, store credit, or refund depending on the situation.

6. Conditions for Rejected Returns

A return request may be rejected if:

  • the request is made after 3 days
  • the item has been used, worn, washed, consumed, or altered
  • the item is returned without original packaging where packaging is necessary
  • the product falls under the non-returnable category
  • the customer cannot provide reasonable proof of damage, defect, or wrong delivery where required
  • the item is returned in a condition different from how it was delivered

7. How to Request a Return

To request a return, the customer should contact support or use the return option provided on the platform within 3 days of delivery.

The request should include:

  • order number
  • item name
  • reason for return
  • photos or evidence where needed

Our team will review the request and provide the next steps.

8. Vendor Rights and Marketplace Protection

As a multi-vendor marketplace, we are committed to protecting both buyers and sellers. Returns and refunds will only be approved where the request meets the conditions in this policy.

We reserve the right to deny returns or refunds where there is evidence of misuse, abuse of the return system, or dishonest claims.

9. Shipping Costs for Returns

Where a return is approved because the customer changed their mind, the customer may be responsible for the return shipping cost.

Where the return is due to:

  • wrong item sent
  • defective item
  • damaged item
  • vendor error

the return shipping cost may be covered by the vendor or the platform, depending on the case.

10. Contact Us

If you need help with a return or refund request, please contact us at:

Email: hello@shopthru.com.ng

Phone: 0707 4349 859

Support Hours: 9am – 6pm