Exchange, Return & Refund Policy

EXCHANGE, RETURN & REFUND POLICY

At Elite & Famous Marketplace, customer satisfaction is important to us. This policy explains the circumstances under which a return, exchange, or refund may be considered and is designed to provide a fair, clear, and consistent process for our customers and our business.

1. ELIGIBLE CASES FOR RETURN OR EXCHANGE

A return or exchange may be considered where:

• The wrong item was delivered compared with the confirmed order
• The item arrived defective or damaged
• An incorrect size, colour, design, or product specification was supplied by us

All requests remain subject to the conditions below.

2. CONDITIONS FOR RETURN OR EXCHANGE

To qualify for consideration:

• The issue must be reported within 24 hours of receiving the item
• The item must remain unused, unworn, and unaltered
• Original packaging, tags, accessories, and other accompanying materials should remain intact where applicable
• Clear photographs or videos may be requested to verify the issue

Items that do not meet the applicable conditions may not be accepted.

3. PAY ON DELIVERY (POD) ORDERS

For eligible Pay on Delivery orders, customers are encouraged to inspect the item before completing payment, where inspection is permitted by the applicable delivery arrangement.

Customers should check the product against their confirmed order, including the design, colour, size and general physical condition.

Once the customer has inspected and accepted the item, completed payment, and the delivery agent has departed, issues that were reasonably identifiable during inspection may no longer qualify for return or exchange.

However, a request may still be considered where:

• A genuine hidden defect that could not reasonably have been identified during inspection is discovered after delivery; or
• Delivery was accepted by an authorised third party or representative because the customer was unavailable, provided this arrangement had been communicated where applicable.

Such issues must be reported within 24 hours of delivery and remain subject to verification.

4. PREPAID ORDERS

For orders paid in full before delivery:

• Approved exchanges or refunds are processed after the returned item has been received and inspected
• Where a return or refund qualifies under this policy, the customer may receive a refund of the applicable product amount
• Delivery and waybill fees are generally non-refundable once the relevant delivery service has been provided, except where the issue resulted directly from an error by Elite & Famous Marketplace

5. REFUNDS

Where a case qualifies under this policy, a refund may be approved where:

• A suitable replacement is unavailable; or
• A refund is determined to be the appropriate resolution after verification and inspection.

Refund Processing

• Approved refunds are normally initiated within 24–48 hours after verification
• Where an eligible prepaid order was paid through Paystack, the refund may be processed through the applicable original payment channel or another approved refund method where necessary
• Where another approved payment method was used, the appropriate refund method will be communicated to the customer
• The time required for refunded funds to reflect may vary depending on the payment provider or financial institution

6. NON-RETURNABLE ITEMS

The following generally do not qualify for return, exchange, or refund:

• Items damaged through misuse, mishandling, negligence, or improper care after delivery
• Issues reported outside the applicable 24-hour reporting period
• Items returned without required original packaging, tags, or accessories where applicable
• Items that have been worn, used, altered, or otherwise changed after delivery
• Clearance, promotional, or specially discounted items where the product or promotion was expressly stated to be non-returnable

7. DELIVERY & WAYBILL FEES

• Delivery or waybill fees already incurred are generally non-refundable once the applicable delivery service has been arranged or provided, except where the issue resulted directly from an error by Elite & Famous Marketplace.

8. HOW TO INITIATE A RETURN OR EXCHANGE

To request a return or exchange:

• Contact us through WhatsApp or email within 24 hours of delivery
• Provide your order details and a clear explanation of the issue
• Provide photographs or videos where requested for verification
• Our customer support team will review the request and communicate the next steps

Email:
admin@elitefamoushub.com
support@elitefamoushub.com

9. FINAL NOTE

Elite & Famous Marketplace may decline a return, exchange, or refund request that does not meet the applicable conditions stated in this policy.

Each request will be reviewed based on the circumstances of the order and the information provided, with the objective of reaching a fair and consistent resolution.