This Refund Policy (“Policy”) outlines the conditions, procedures, and timelines under which Ibuyfirst.ng processes refunds across all service categories. This Policy is incorporated into and should be read alongside our Terms and Conditions. By engaging any of our Services, You acknowledge and agree to the refund terms applicable to Your specific service.
TABLE OF CONTENTS
General Provisions
Foreign Exchange (Forex) Refunds
Property Development & Construction Refunds
Import & Export Refunds
E-Commerce Refunds & Returns
Refund Processing Timelines
Refund Methods
Non-Refundable Items & Services
How to Request a Refund
Disputed Refunds & Chargebacks
Exceptions & Special Circumstances
Policy Updates
Contact Information
1. GENERAL PROVISIONS
1.1Commitment to Fairness. Ibuyfirst.ng is committed to transparent, fair, and timely refund processing. We understand that circumstances change, and we strive to resolve all refund requests promptly and equitably.
1.2Eligibility. Refunds are processed on a case-by-case basis and are subject to the specific conditions outlined in this Policy for each service category. Not all transactions or services are eligible for a full refund.
1.3Currency. All refunds are processed in the original currency of the transaction unless otherwise agreed in writing. For cross-currency transactions, the refund amount will be calculated using the exchange rate applicable on the date the refund is processed, which may differ from the original transaction rate.
1.4Deductions. Unless otherwise stated, refunds may be subject to deductions for:
(a) Processing fees and administrative charges already incurred.
(b) Third-party fees (e.g., bank charges, intermediary bank fees, platform fees).
(c) Exchange rate losses on foreign currency transactions.
(d) Costs of services already rendered or partially completed.
(e) Applicable taxes and levies as required by Nigerian law.
1.5Original Payment Method. Refunds will generally be credited to the original payment method used for the transaction. If the original payment method is no longer available, an alternative method will be agreed upon in writing.
1.6Time Limit for Requests. Unless a specific timeframe is stated for a particular service, all refund requests must be submitted within thirty (30) calendar days from the date of the transaction or the date the service was scheduled to be completed, whichever is later.
2. FOREIGN EXCHANGE (FOREX) REFUNDS
2.1 Eligible Scenarios
A refund for a forex transaction may be considered in the following circumstances:
(a) Transaction Not Executed. If the Company has not yet initiated the transfer or exchange at the time of Your cancellation request, a full refund (less any applicable administrative fees) will be processed.
(b) Failed Transfer. If an international wire transfer fails due to incorrect beneficiary details provided by the Company, a full refund including all fees will be processed.
(c) Duplicate Transaction. If a duplicate transaction occurs due to a system error on Our end, the duplicate amount will be fully refunded.
(d) Regulatory Rejection. If a transaction is rejected by regulatory authorities (e.g., CBN) through no fault of the client, a refund will be processed less any third-party charges incurred.
2.2 Non-Eligible Scenarios
Refunds will NOT be granted in the following circumstances:
(a) The transaction has already been executed and funds have been credited to the beneficiary account.
(b) The client provided incorrect beneficiary details (name, account number, bank code, SWIFT code, etc.).
(c) The client changes their mind after the exchange rate has been locked and the transaction initiated.
(d) Exchange rate fluctuations after the transaction has been completed.
(e) Delays caused by intermediary banks, correspondent banks, or the receiving institution.
2.3 Cancellation Before Execution
If You request cancellation before the transaction is executed, a refund will be processed within 3–5 business days.
An administrative fee of 1–2% of the transaction value (or a flat fee as communicated at the time of the transaction) may be deducted.
2.4 Failed or Returned Transfers
If a transfer is returned by the receiving bank, the refund will be processed within 7–14 business days from the date the funds are returned to the Company’s account.
Any intermediary bank fees, return charges, or exchange rate losses incurred during the return process will be deducted from the refund amount.
2.5 Rate Disputes
Exchange rates are locked at the point of transaction confirmation. The Company will not issue refunds based on subsequent rate movements or more favourable rates available elsewhere after the transaction is completed.
3. PROPERTY DEVELOPMENT & CONSTRUCTION REFUNDS
3.1 Property Purchase Refunds
3.1.1 Cooling-Off Period. For off-plan property purchases, clients are entitled to a fourteen (14) calendar day cooling-off period from the date of signing the Sale Agreement. During this period, You may cancel the purchase and receive a refund of all payments made, less a 5% administrative fee to cover documentation and processing costs.
3.1.2 Cancellation After Cooling-Off Period. If You cancel after the cooling-off period but before construction is 50% complete:
A refund of 70–80% of total payments made will be processed, subject to the specific terms of the Sale Agreement.
The exact percentage will depend on the stage of construction and costs already incurred.
3.1.3 Cancellation After 50% Construction Completion.
Refunds are generally not available once construction has surpassed 50% completion, as the property is considered substantially customised to the buyer’s specifications.
Exceptions may be made at the Company’s sole discretion and will be subject to significant deductions for costs incurred.
3.1.4 Company Default. If the Company fails to deliver the property within the agreed timeline (plus a reasonable grace period of six (6) months) due to reasons within its control, the client is entitled to:
A full refund of all payments made, OR
An alternative property of equivalent value, as agreed between both parties.
3.2 Construction Service Refunds
3.2.1 For standalone construction contracts (where the Company is engaged as a contractor):
Refunds for work not yet commenced will be processed less a 10% mobilisation and administrative fee.
Refunds for partially completed work will be calculated on a pro-rata basis, reflecting the value of work already completed and materials already procured.
3.2.2 No refunds will be issued for:
Work that has been completed and accepted by the client (sign-off or deemed acceptance).
Custom materials or fixtures that have been specifically ordered and cannot be returned to suppliers.
3.3 Property Investment Advisory
3.3.1 Advisory fees are non-refundable once the consultation or advisory service has been delivered.
3.3.2 If the advisory engagement is cancelled before any service is rendered, a refund of 80% of the advisory fee will be processed.
3.4 Documentation
All property refund requests must be submitted in writing and accompanied by:
A copy of the Sale Agreement or Construction Contract.
Proof of all payments made (receipts, bank transfer confirmations).
A written statement of the reason for the refund request.
4. IMPORT & EXPORT REFUNDS
4.1 Eligible Scenarios
A refund for import/export services may be considered in the following circumstances:
(a) Service Not Initiated. If the Company has not yet commenced sourcing, shipping, or customs clearance at the time of Your cancellation, a refund of 90% of fees paid will be processed.
(b) Company Error. If the Company makes a material error (e.g., shipping the wrong product, incorrect documentation leading to seizure), a full refund of service fees and reasonable compensation for direct losses will be provided.
(c) Supplier Failure. If a sourced supplier fails to deliver goods and the Company is unable to secure an alternative within the agreed timeline, a refund of the product cost and associated service fees will be processed.
(d) Regulatory Prohibition. If goods are prohibited from import/export by a change in regulation after the contract was signed, a refund will be processed less costs already incurred.
4.2 Non-Eligible Scenarios
Refunds will NOT be granted in the following circumstances:
(a) Goods have been shipped and are in transit, unless the shipment is lost or destroyed due to the Company’s negligence.
(b) Delays caused by customs authorities, port congestion, carrier delays, or force majeure events.
(c) Goods are seized or destroyed by customs due to the client’s failure to provide accurate documentation or due to the nature of the goods being prohibited.
(d) The client changes their mind after goods have been ordered from the supplier or shipped.
(e) Quality disputes with the overseas supplier, unless the Company explicitly guaranteed product quality in writing.
4.3 Partial Refunds
In cases where services are partially completed:
Sourcing completed, shipping not initiated: 70% refund of service fees.
Shipping initiated, goods in transit: No refund of shipping costs; service fees refunded on a pro-rata basis.
Customs clearance in progress: Refund assessed on a case-by-case basis, less all costs incurred.
4.4 Cargo Loss or Damage
Claims for lost or damaged cargo must be filed within fourteen (14) days of the expected delivery date or the date of actual delivery, whichever is applicable.
If the Company is found liable (excluding force majeure and third-party carrier negligence), compensation will be limited to the declared value of the goods or the actual cost, whichever is lower, unless a separate cargo insurance policy was purchased.
The Company strongly recommends that all clients obtain independent cargo insurance for high-value shipments.
5. E-COMMERCE REFUNDS & RETURNS
5.1 Return Window
Buyers may request a return and refund within seven (7) calendar days of receiving the product, provided the following conditions are met.
5.2 Conditions for Returns
To be eligible for a return and refund, the product must:
(a) Be in its original, unused, and undamaged condition.
(b) Be in its original packaging with all tags, labels, seals, and accessories intact.
(c) Be accompanied by a valid proof of purchase (order confirmation, receipt, or invoice).
(d) Not fall under the non-returnable categories listed in Section 8 of this Policy.
5.3 Eligible Reasons for Return
(a) Defective or Damaged Product. The product arrived damaged, defective, or not functioning as described.
(b) Wrong Product Delivered. The product received does not match the order (wrong item, size, colour, or specification).
(c) Significant Misrepresentation. The product differs materially from the description, images, or specifications listed on the Platform.
(d) Non-Delivery. The product was not delivered within the estimated delivery window plus an additional fourteen (14) days grace period.
5.4 Return Process
Step 1 — Initiate Request. Contact Our support team within 48 hours of delivery (for damaged/wrong items) or within 7 days (for other eligible returns) via email, phone, or the Platform’s return portal.
Step 2 — Provide Evidence. Submit clear photographs or videos of the product, packaging, and any defects, along with Your order number and a description of the issue.
Step 3 — Approval. The Company will review Your request within 2–3 business days and notify You of approval or rejection with reasons.
Step 4 — Return Shipment. If approved, You will receive a return shipping label or instructions. The product must be shipped back within five (5) business days of approval.
Step 5 — Inspection & Refund. Upon receipt, the returned product will be inspected within 3–5 business days. If the return meets all conditions, the refund will be processed.
5.5 Return Shipping Costs
Company’s Fault (defective, wrong item, misrepresentation): The Company will cover return shipping costs.
Buyer’s Preference (change of mind, no longer needed): The Buyer is responsible for return shipping costs, which will be deducted from the refund amount. Note: Change-of-mind returns are only accepted within the 7-day window and for eligible products.
5.6 Refund Amounts for E-Commerce
Scenario
Refund Amount
Defective/Damaged Product
100% of product price + original shipping
Wrong Product Delivered
100% of product price + original shipping
Non-Delivery
100% of product price + original shipping
Significant Misrepresentation
100% of product price
Change of Mind (eligible)
Product price less return shipping & 5% restocking fee
5.7 Seller/Vendor Obligations
Sellers on the Ibuyfirst.ng marketplace are bound by this Refund Policy and must honour approved return and refund requests.
The Company reserves the right to deduct refund amounts from the Seller’s account balance or pending settlements if the Seller fails to comply.
Repeated refund-related complaints against a Seller may result in account suspension or termination.
6. REFUND PROCESSING TIMELINES
Service Category
Processing Time
Forex (Pre-Execution Cancellation)
3–5 business days
Forex (Failed/Returned Transfer)
7–14 business days
Property (Cooling-Off Period)
14–21 business days
Property (Post-Cooling-Off Cancellation)
30–60 business days
Import/Export (Service Not Initiated)
7–14 business days
Import/Export (Partial Completion)
14–30 business days
E-Commerce (Approved Return)
7–14 business days
E-Commerce (Non-Delivery)
7–14 business days
Note: “Business days” refer to Monday through Friday, excluding Nigerian public holidays. Timelines commence from the date the refund is approved, not the date the request is submitted.
7. REFUND METHODS
7.1 Refunds will be issued using the original payment method wherever possible:
Original Payment Method
Refund Method
Bank Transfer
Bank transfer to the same account
Debit/Credit Card
Credit to the same card
Online Payment Gateway
Refund via the same gateway
Cash (in-office)
Bank transfer or cheque
7.2 If the original payment method is no longer available (e.g., closed bank account, expired card), the client must provide alternative payment details in writing, along with valid identification for verification.
7.3 The Company does not issue refunds in cash for transactions originally made electronically.
7.4 For large refund amounts (exceeding ₦5,000,000), the Company may process the refund in instalments over a period not exceeding thirty (30) business days, with prior written notification to the client.
8. NON-REFUNDABLE ITEMS & SERVICES
8.1 The following are strictly non-refundable under all circumstances:
(a) Forex transactions that have been fully executed and funds credited to the beneficiary.
(b) Advisory, consultation, or professional fees for services already rendered.
(c) Custom-made, bespoke, or personalised products ordered through the E-Commerce platform.
(d) Perishable goods (food items, flowers, etc.) purchased through the E-Commerce platform.
(e) Digital products, software licences, gift cards, and downloadable content once delivered or accessed.
(f) Products explicitly marked as “Final Sale,” “Clearance,” or “Non-Returnable” at the time of purchase.
(g) Undergarments, swimwear, and personal hygiene products (for health and safety reasons).
(h) Construction materials that have been delivered to the site and used or installed.
(i) Shipping and logistics fees for import/export services where the shipment has already commenced.
(j) Any fees, duties, taxes, or levies paid to third-party government agencies or regulatory bodies.
(k) Promotional or discounted services where the terms explicitly state “no refunds.”
9. HOW TO REQUEST A REFUND
9.1 To initiate a refund request, follow these steps:
Step 1 — Gather Information. Collect the following details:
Full name and registered email address.
Order number, transaction reference, or contract number.
Date of transaction or service engagement.
Amount paid and payment method used.
Clear description of the reason for the refund request.
Step 2 — Submit Your Request. Choose any of the following channels:
Email: Send a detailed request to info@ibuyfirst.ng with the subject line “Refund Request — [Your Order/Transaction Number].”
Phone: Call +234 803 495 2557 or +234 703 971 9919 during business hours.
In-Person: Visit Our office at No 39 Tecno Plaza, Farm Center, Kano State, Nigeria.
Online Form: Use the contact form on www.ibuyfirst.ng and select “Refund Request” as the service type.
Step 3 — Acknowledgement. You will receive an acknowledgement of Your request within 24–48 hours (business days) with a unique refund reference number.
Step 4 — Review & Decision. The Company will review Your request and communicate a decision within 5–10 business days, depending on the complexity of the case.
Step 5 — Refund Processing. If approved, the refund will be processed within the timelines specified in Section 6 of this Policy.
10. DISPUTED REFUNDS & CHARGEBACKS
10.1 If You are dissatisfied with a refund decision, You may escalate the matter by:
(a) Requesting a formal review by emailing info@ibuyfirst.ng with the subject line “Refund Appeal — [Refund Reference Number].”
(b) The appeal will be reviewed by a senior member of the management team within ten (10) business days.
10.2Chargeback Warning. Before initiating a chargeback with Your bank or card issuer, We strongly encourage You to contact Us directly to resolve the issue. Initiating a chargeback without first attempting resolution through Our process may result in:
(a) Immediate suspension of Your account and all active Services.
(b) Withholding of any pending refunds or credits.
(c) Reporting to relevant credit bureaus or fraud prevention agencies.
(d) Legal action to recover the disputed amount plus associated costs.
10.3 If a chargeback is initiated and subsequently found to be invalid or fraudulent, the client will be liable for all associated costs, including chargeback fees, legal fees, and administrative expenses.
11. EXCEPTIONS & SPECIAL CIRCUMSTANCES
11.1Force Majeure. In the event of a force majeure event (as defined in Our Terms and Conditions) that prevents the delivery of services, the Company will offer affected clients the option of:
(a) A full or partial refund, depending on the stage of service delivery.
(b) A credit note valid for twelve (12) months for future use of Our services.
(c) Rescheduling of the service to a mutually agreed future date.
11.2Regulatory Changes. If a change in Nigerian law or regulation renders a service illegal or impossible to deliver, affected clients will receive a full refund of fees paid for the undelivered portion of the service.
11.3Compassionate Grounds. The Company may, at its sole discretion, consider refund requests on compassionate grounds (e.g., death or serious illness of the client). Such requests must be accompanied by appropriate documentation and will be assessed on a case-by-case basis.
11.4Promotional Offers. Refunds for services or products purchased under promotional offers, discounts, or bundle deals will be calculated based on the actual amount paid, not the original listed price. If a bundle is partially returned, the refund will reflect the proportionate value of the returned item(s) at the discounted rate.
12. POLICY UPDATES
12.1 Ibuyfirst.ng reserves the right to update, modify, or amend this Refund Policy at any time to reflect changes in Our services, regulatory requirements, or business practices.
12.2 Material changes will be communicated to clients via email, Platform notification, or a prominent notice on Our website at least fourteen (14) days before the changes take effect.
12.3 The “Last Updated” date at the top of this document indicates when the most recent revision was made.
12.4 Continued use of Our Services after the effective date of any changes constitutes acceptance of the revised Policy.
13. CONTACT INFORMATION
For all refund-related enquiries, requests, or appeals, please contact Us through any of the following channels:
⚠️ DISCLAIMER:This Refund Policy is provided for informational purposes and is subject to the overarching Terms and Conditions of Ibuyfirst.ng. In the event of any conflict between this Policy and the Terms and Conditions, the Terms and Conditions shall prevail. The Company reserves the right to exercise discretion in exceptional cases not explicitly covered by this Policy.
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