Returns and Store Credit Policy

  1. Policy Overview

This policy governs how returns, replacements, and refunds are handled on the Idumota.com platform.

Because the platform operates as a multi-vendor fashion marketplace, products are supplied by independent vendors. The return system is therefore designed to protect customers, vendors, and the integrity of the marketplace.

All approved returns are refunded only as Store Credit, which can be used to purchase any product on the platform.

Cash refunds are not provided.

  1. Return Eligibility Timeframe

Customers must submit return requests within the following timeframes:

Within Lagos

  • Return request must be made within 24 hours of delivery

Outside Lagos

  • Return request must be made within 48 hours of delivery

Requests made outside these timeframes will not be approved.

  1. Acceptable Reasons for Returns

Returns may be approved if the item delivered:

  1. Is damaged during delivery
  2. Is defective
  3. Is the wrong item
  4. Is significantly different from the product listing
  5. Has missing parts or accessories

All return requests must include photo or video evidence.

  1. Non-Returnable Situations

Returns will not be accepted under the following conditions:

  • The product seal or tag has been broken
  • The product has been worn or used
  • The product has been washed or altered
  • The product was damaged by the customer
  • The return request is made after the allowed timeframe
  • The customer simply changes their mind after opening the item

Important Condition

If the product seal remains intact but the customer states they are no longer interested, the product cannot be returned.

This rule protects vendors from losses due to non-serious buyers.

  1. Condition of Returned Items

For a return to be approved:

The product must:

  • Be unused
  • Have original tags and seals intact
  • Be returned with original packaging
  • Be in the same condition it was delivered

Products that fail inspection will be rejected and returned to the customer.

  1. Return Request Process

Customers must follow this process:

Step 1
Contact customer support within the return window.

Step 2
Provide:

  • Order number
  • Photos/videos of the product
  • Description of the issue

Step 3
The operations team will review the request.

Step 4
If approved, return instructions will be provided.

Decision timelines:

24–48 hours after submission

  1. Return Logistics

If the return is approved:

  • The item may be picked up by the logistics partner, or
  • The customer may be asked to drop it at a designated return location

Return shipping responsibility depends on the issue:

Situation

Who Covers Cost

Vendor error

Vendor

Platform error

Platform

Customer fault

Customer

 

  1. Refund Method

All approved returns will be refunded as:

Store Credit (Marketplace Wallet Credit)

Store credit:

  • Can be used to purchase any item on the platform
  • Cannot be withdrawn as cash
  • Is typically issued within 24–48 hours after the return is confirmed

This system helps maintain marketplace liquidity and vendor stability.

  1. Vendor Responsibilities

Vendors on the platform must:

  • Upload accurate product descriptions
  • Provide clear, unedited images
  • Maintain correct sizing information
  • Ensure quality packaging before shipping

Repeated vendor violations may result in:

  • Product listing removal
  • Vendor penalties
  • Suspension from the platform
  1. Fraud & Abuse Prevention

To protect the marketplace:

  • Customers making repeated false return claims may have their accounts restricted.
  • The platform may request unboxing videos for high-value items.
  • Returned products are inspected before store credit is issued.
  1. Platform Authority

The platform reserves the right to:

  • Approve or reject any return request
  • Investigate suspicious claims
  • Modify policies to improve marketplace operations

All decisions made by the marketplace operations team are final.

  1. Customer Responsibility

Customers are expected to:

  • Inspect items immediately after delivery
  • Report issues within the return timeframe
  • Maintain product condition until any dispute is resolved

Failure to comply may result in rejection of the return request.

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