Exchange, Return & Refund Policy
At Elite & Famous Marketplace, customer satisfaction is important to us. This policy is designed to ensure fairness, clarity, and smooth resolution in the rare event that an issue occurs.
1. Eligible Cases for Return or Exchange
We accept returns or exchanges only under the following conditions:
- Wrong item delivered (not as ordered)
- Defective or damaged item discovered on arrival
- Size or specification mismatch caused by us
All requests must meet the conditions outlined below.
2. Conditions for Return or Exchange
To qualify for a return or exchange:
- The issue must be reported within 24 hours of receiving the item.
- The item must be unused, unworn, and in its original condition.
- All original packaging, tags, and accessories must be intact.
- Clear photos or videos may be requested for verification.
Items that do not meet these conditions will not be accepted.
3. Pay on Delivery (POD) Orders
For Pay on Delivery orders, customers are encouraged to inspect the item at the point of delivery before making payment.
Once payment is made and the delivery agent leaves, the order is considered accepted.
However, in cases where:
- A hidden defect is discovered after delivery, or
- The delivery was made to a proxy (third party) because the customer was unavailable and this was communicated to us in advance,
an exchange request may still be considered, subject to verification and approval.
All such requests must be reported within 24 hours of delivery, and supporting evidence may be required.
4. Prepaid Orders
For prepaid orders, approved returns or exchanges will be processed after the item is returned and inspected.
Where a return is approved, customers who paid in full before delivery are eligible for a full refund of the product cost.
This means:
- Full payment made before delivery qualifies for refund eligibility, not just exchange.
- Refunds are processed once the returned item has been received and verified.
- Delivery fees are non-refundable, except where the error was entirely from us.
We encourage prepaid orders as they allow faster processing, smoother delivery, and full refund protection where applicable.
5. Refunds
Refunds are issued only when:
- A replacement is unavailable, or
- A refund is deemed the most appropriate resolution after inspection.
Refund Process:
- Once the returned item is received and inspected, refunds are processed within 24–48 hours.
- Refunds are issued to the original payment method or bank account provided by the customer.
- Processing time may vary depending on the payment provider.
6. Non-Returnable Items
The following items are not eligible for return, exchange, or refund:
- Items damaged due to misuse or negligence
- Items reported after the 24-hour window
- Items without original packaging or tags
- Items altered or worn after delivery
- Clearance or promotional items (where stated)
7. Delivery & Waybill Fees
- Return delivery costs may be borne by the customer, except where the issue is caused by us.
- For locations outside Lagos, waybill fees already paid are non-refundable once dispatch has occurred.
8. How to Initiate a Return or Exchange
To initiate a return or exchange request:
- Contact us via WhatsApp or email within 24 hours of delivery.
- Provide your order details and a clear explanation of the issue.
- Our support team will guide you through the next steps.
9. Final Note
Elite & Famous Marketplace reserves the right to decline any return, exchange, or refund request that does not comply with this policy. This policy is designed to protect both the customer and the business while ensuring fair and transparent resolution.