Exchange, Return & Refund Policy

EXCHANGE, RETURN & REFUND POLICY

At Elite & Famous Marketplace, customer satisfaction is important to us.
This policy outlines the conditions under which returns, exchanges, or refunds may be approved and is designed to ensure fairness, clarity, and transparency for both buyers and the business.

1. ELIGIBLE CASES FOR RETURN OR EXCHANGE

Returns or exchanges may be considered only under the following circumstances:

  • Wrong item delivered (different from confirmed order)
  • Defective or damaged item discovered on arrival
  • Size, model, or specification mismatch caused by us

All requests are subject to the conditions stated 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 unaltered
  • All original packaging, tags, seals, manuals, and accessories must be intact
  • Clear photos or videos may be requested for verification

Items that fail to meet these conditions will not be accepted.

3. PAY ON DELIVERY (POD) ORDERS

For Pay on Delivery orders:

  • Customers are advised to inspect the item before payment
  • Once payment is made and the delivery agent departs, the order is considered accepted

However, an exchange request may still be considered where:

  • A hidden defect is discovered after delivery, or
  • Delivery was made to a proxy (third party) due to customer unavailability, and this was communicated to us in advance

All such cases must be reported within 24 hours, and approval is subject to verification.

4. PREPAID ORDERS

For orders paid in full before delivery:

  • Approved exchanges or refunds are processed after the item is returned and inspected
  • Customers who prepaid are eligible for a refund of the product cost where applicable
  • Delivery and waybill fees are non-refundable, except where the error is entirely from us

Prepaid orders are encouraged as they allow faster processing, smoother delivery, and refund protection where applicable.

5. REFUNDS

Refunds are issued only when:

  • A suitable replacement is unavailable, or
  • A refund is deemed the most appropriate resolution after inspection

Refund Processing

  • Refunds are processed within 24–48 hours after item verification
  • Refunds are made to the original payment method or bank account provided
  • Actual credit time may vary depending on the payment provider or bank

6. NON-RETURNABLE ITEMS

The following are not eligible for return, exchange, or refund:

  • Items damaged due to misuse, mishandling, or negligence
  • Items reported after the 24-hour reporting window
  • Items without original packaging, tags, or accessories
  • Items worn, altered, or used after delivery
  • Clearance, promotional, or discounted items (where stated)

7. DELIVERY & WAYBILL FEES

  • Return delivery costs may be borne by the customer unless the issue was caused by us
  • For deliveries outside Lagos, waybill fees already paid are non-refundable once dispatch has occurred

8. HOW TO INITIATE A RETURN OR EXCHANGE

To request a return or exchange:

  • 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

📧 admin@elitefamoushub.com
📧 support@elitefamoushub.com

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 exists to protect both our customers and our business while ensuring fair, transparent, and consistent resolution.