Returns and Refunds Policy

The product or service listing—including its description, images, specifications, condition, stated details, accepted quotation, agreed delivery fee, and messages incorporated into the order—forms the transaction agreement. Sellers and Service Providers must supply what the buyer was shown and what the parties accepted.

A buyer may request review where, for example:

• an item is unsafe, defective, damaged, counterfeit, incomplete, the wrong item, or materially different from its description or images;
• an item does not satisfy a purpose communicated to and accepted by the Seller;
• a paid product is not delivered, or a paid service is not performed;
• a service is materially incomplete or does not match the accepted scope or quotation;
• a duplicate, incorrect, or failed charge is verified; or
• cancellation, return, repair, replacement, re-performance, or refund is otherwise required by applicable law.

Open the order and use the dispute or support option as soon as the problem is discovered. Where order tracking provides a 48-hour buyer response period after delivery or completion, report the issue within that period to keep payment from being automatically released. If the platform period has passed, contact support promptly; expiry of a platform workflow does not cancel a non-waivable statutory right.

Include clear photographs or video, the packaging, delivery records, messages, the listing or quotation, and a concise explanation. The Seller or Service Provider must respond through the order workflow within the displayed deadline, generally 48 hours.

Keep the item reasonably safe and, except where inspection is required to discover a defect, avoid further use. Do not return an item until return instructions and the destination are confirmed in the order or by support. Use trackable delivery where reasonably available and keep proof of dispatch.

Change-of-mind returns, custom or personalised goods, perishables, hygiene-sensitive goods, and digital content may have additional disclosed conditions where permitted by law. These conditions do not exclude remedies for unsafe, defective, misdescribed, or unperformed goods or services.

Depending on the evidence, the agreement, feasibility, and applicable law, a resolution may include repair, replacement, completion or re-performance of a service, partial refund, full refund, cancellation, redelivery, or release of payment to the Seller. Refunds will not exceed the amount actually paid through the platform for the affected part of the transaction.

Where the Seller or Service Provider is responsible for a defective, incorrect, or non-conforming supply, the resolution may also address reasonable delivery or return costs. Change-of-mind return delivery is normally borne by the buyer unless the Seller agreed otherwise or law requires a different result.

A service cancellation before work starts may be subject to reasonable, disclosed costs already incurred. If the Service Provider cancels or fails to perform, the buyer may be entitled to a refund. Where work has begun, the completed and usable portion, materials, accepted milestones, and cause of cancellation may be considered.

For courses and digital access, refund review may consider whether access was delivered, whether content was accessed or completed, and any disclosed course terms, while preserving remedies required by law for duplicate charges, failed access, misdescription, or non-delivery.

Once approved, a refund is submitted through the available payment channel. Bank and payment-provider processing times may apply after the platform records the refund. Taxes, discounts, delivery amounts, and Seller earnings are adjusted according to the approved resolution.

Nothing in this policy limits a right or remedy that cannot lawfully be excluded. The Federal Competition and Consumer Protection Commission explains Nigerian consumer rights, including rights relating to accurate descriptions, quality, returns, and refunds, on its official consumer rights page.

Start with the order dispute tools or contact HandworkMarket support so the transaction record can be reviewed.