Subsi Stores Limited (Subsi.ng) · Effective 11 April 2026
SUBSI STORES LIMITED
RETURNS, REFUNDS, AND CANCELLATION POLICY
Effective Date: 11th DAY of APRIL, 2026
1. INTRODUCTION
This Returns, Refunds, and Cancellation Policy (“Policy”) governs all purchases made on Subsi.ng (the “Platform”), owned and operated by Subsi Stores Limited (“Subsi.ng”, “we”, “us”, or “our”).
We are committed to delivering high-quality products and services in compliance with applicable Nigerian laws, including the Federal Competition and Consumer Protection Act (FCCPA).
By placing an order on our platform, you agree to the terms of this Policy.
2. YOUR STATUTORY RIGHT
Nothing in this Policy limits or excludes your rights under Nigerian consumer protection laws.
Where goods or services are:
• defective
• not fit for purpose
• not as described
you are entitled to appropriate remedies, which may include:
• repair
• replacement
• refund
in accordance with applicable law.
3. GENERAL RETURN ELIGIBILITY
You may request a return if:
• The item is unused, unworn (where applicable), unopened, and in original packaging
• The request is made within 7 days of delivery
• You provide valid proof of purchase
All returns are subject to inspection and approval before a refund, replacement, or repair is issued.
4. DEFECTIVE, DAMAGED OR INCORRECT ITEMS
If you receive an item that is defective, damaged, expired, or incorrect:
• Notify us within 48 hours of delivery or within a reasonable time after discovering the issue
• Provide photographic or video evidence where required
Upon verification, you will be entitled to:
• A replacement, OR
• A full refund (including delivery charges), OR
• Repair (where applicable)
We will bear all associated return and logistics costs in such cases.
5. NON - RETURNABLE ITEMS
The following items are not eligible for return or refund unless defective, damaged, or incorrectly supplied:
• Perishable goods (including food and agricultural products)
• Pharmaceuticals and regulated health products (subject to safety laws)
• Opened or used cosmetics, personal care, and cleaning products
• Digital products once accessed or downloaded
• Gift cards, vouchers, and promotional items
6. CATEGORY-SPECIFIC CONDITIONS
6.1 Fashion and Apparel
• Must be unworn, unwashed, and with original tags intact
• Items showing signs of wear, alteration, or damage will not be accepted
6.2 Household and Durable Goods
• Must be unused and in original condition
• Faulty items qualify for repair, replacement, or refund
6.3 Digital Products and Software
Non-refundable once delivered or accessed, except where:
• The product is defective
• The product is not delivered
• The product materially differs from its description
6.4 Services (Business, Marketing, IT, Software Development)
• Payments are non-refundable once services have commenced, except where:
• The service is defective
• The service is not delivered as agreed
• If cancelled before commencement → full or partial refund may be granted
• If cancelled after commencement → refunds will be assessed on a pro-rata basis, considering:
• Work completed
• Resources used
• Costs incurred
7. ORDER CANCELLATION
• Orders may be cancelled before dispatch for a full refund
• Orders already shipped cannot be cancelled but may be returned in accordance with this Policy
8. NON- DELIVERY OR FAILED DELIVERY
Where an order is not delivered due to our fault or logistics failure, you are entitled to:
• A full refund, OR
• A replacement
9. RETURN PROCESS
To initiate a return:
• Contact our support team or submit a request via our platform
• Provide order details and reason for return
If approved:
• You will receive return instructions
We reserve the right to reject returns that do not comply with this Policy.
10. REFUND PROCESS
• Approved refunds will be processed within 5–10 business days
• Refunds will be issued to the original payment method or another agreed method where necessary
• Processing times may vary depending on your financial institution
11. SHIPPING COSTS
• Original delivery charges are non-refundable, except where the return is due to our error
• Return shipping costs are the responsibility of the customer unless:
• The item is defective
• The item is incorrect
• The return is due to our fault
12. FAILED OR FRAUDULENT RETURNS
We reserve the right to refuse returns or refunds where:
• Items do not meet eligibility conditions
• Requests are made outside the stated timeframe without reasonable justification
• There is evidence of:
• misuse
• tampering
• abuse of the return process
• fraud
13. DISPUTE RESOLUTION
If you are dissatisfied with our resolution:
• Contact our support team
• Request an internal review
You may also escalate complaints to the Federal Competition and Consumer Protection Commission (FCCPC) or other relevant regulatory authorities.
14. LIMITATION OF LIABILITY
To the extent permitted by applicable law:
• We shall not be liable for indirect, incidental, or consequential damages
• Our liability is limited to the value of the product or service purchased
Nothing in this section limits rights granted under Nigerian law.
15. COMPLIANCE WITH APPLICABLE LAWS
This Policy complies with all applicable Nigerian consumer protection and product safety regulations.
Certain goods and services may be subject to additional legal or regulatory requirements.
16. POLICY AMENDMENTS
We reserve the right to modify or update this Policy at any time. Changes take effect immediately upon publication on our platform.
17. CONTACT INFORMATION
Subsi Stores Limited {Subsi.ng}
Phone: 09064678987 Email: support@subsi.ng