Legal

Refund Policy

Last updated 25 October 2026

1. Buying from a SellPlaza shop

The seller is responsible for your order, its delivery, and any return or refund. Sellers must follow Nigerian consumer law, including the Federal Competition and Consumer Protection Act 2018. For example, goods must match their description and be of acceptable quality.

Many shops set out their own returns and delivery rules on their shop page and product pages. Check them before you order.

To ask for a refund, message the seller on WhatsApp with your order reference. It starts with SP- and is on your receipt.

2. Refunds of online payments

• How the money comes back: when a refund is agreed, or an order paid online can’t be fulfilled (for example, it sold out while you were paying), it goes back through Paystack to the card or account you paid with. How long it takes to show depends on your bank, usually a few working days. A refund can be for part of the payment.
• Paid twice: if you paid for the same order twice by mistake, the extra payment is refunded in full.
• Paid more than you owed: if a debt payment link collects more than you owe, for example because the seller recorded a cash payment meanwhile, the seller will refund the difference or keep it as credit, whichever you prefer.

3. Bank transfers made directly to a seller

If you paid the seller by bank transfer to their account, SellPlaza never handled that money. Any refund is between you and the seller.

4. If a seller doesn’t respond

Email {{CONTACT EMAIL}} with:

• the shop’s name;
• your order or payment reference;
• what happened.

We will contact the seller. For online payments, we will work with the seller and Paystack on a refund that is due.

5. Card disputes

Please contact the seller, or us, before disputing a card payment with your bank. Disputes are handled under Paystack’s dispute process, which can take longer than a refund.

6. SellPlaza fees (for sellers)

Payments for Plus aren’t refunded for the unused part of a month or a year, except where the law requires it or we charged you by mistake, for example twice for the same period. You can stop monthly Plus at any time under Your plan: it won’t renew, and you keep Plus until the end of the period you’ve paid for. To ask about a charge, email {{CONTACT EMAIL}}.