Returns & Replacement Policy

You can file a return request directly from your Africa Trade Portal account:

1. Sign in to your account and go to My Orders → Request Return.
2. Place your return request within 2 days of order delivery. For Damaged or Missing products, the request must be filed within 24 hours of delivery.
3. Your request will be reviewed by Africa Trade Portal.
4. If required, the request will be shared with the merchant for approval.
5. After approval, pickup of the product will be arranged through our courier partners.
6. If reverse pickup is unavailable at your address, we will ask you to dispatch the product — courier charges will be reimbursed by Africa Trade Portal.
7. Once received, the product is verified against your claim and a Replacement or Refund is initiated. Replacement depends on stock availability with the respective merchant.

* Any product labelled as non-returnable on its product detail page cannot be returned.

Return/Replacement requests should be initiated within 24 hours of Order Delivery for Wrong, Unsatisfactory products, or in case of non-receipt of Invoice & Warranty (Electronics only). The following conditions also require filing within 24 hours:

• Damaged product
• Empty parcel
• Missing item

Once your return request is approved, a pickup will be arranged and an email with pickup details will be sent to your registered email address. Please ensure the product is ready with all tags and accessories and is properly packaged to avoid damage during transit.

Please observe the following when packing your product for pickup:

1. Product must not be used, altered or tampered.
2. Keep the original price tag and packing slip intact.
3. Write the Order Number on the box.
4. Do not seal the box.
5. Write the Order Number and Delivery Address on the package before handing it to the pickup executive.
6. Keep the Courier Company's receipt for tracking purposes.

If our reverse pickup service is unavailable at your address, we will ask you to dispatch the product. The return address will be sent to you by email along with packaging instructions and required documents.

For self-shipment, Africa Trade Portal will reimburse your courier charges up to ₦1,500. Please:

1. Write the Order Number and Delivery Address on the package before handing it to the courier representative.
2. Upload the courier receipt in the My Returns section or attach it to the return confirmation email.
3. Track your return shipment on the courier company's website.

Go to My Accounts → My Returns and click on a specific Return ID to view the details. Every return request is assigned a ticket number and an acknowledgement email is sent to your registered address. We will update you on the status of your return — including acceptance or rejection of reverse pickup, reshipment and refund.

You can claim a product warranty by calling or visiting the nearest Service Centre for that brand. For further assistance, contact us and we will forward your query to the respective seller.

No. If we arrange the pickup, you do not pay anything to the courier representative. If your address is not serviceable by our courier partners and you need to self-ship, courier charges will be reimbursed up to ₦1,500. To claim the reimbursement, upload the courier receipt in the My Returns section or attach it to the return confirmation email.

You will receive an email from us within 24–48 hours of pickup, along with tracking details. You can also monitor the status under My Accounts → My Returns by clicking on the relevant Return ID.

We initiate the replacement or refund within 2 working days once we receive the returned product at our end.