Orders, Returns & Disputes

This policy covers purchases from independent merchants on Eleo Marketplace and Eleo-powered storefronts. It supplements each merchant's disclosed policy and does not reduce rights that applicable consumer law gives you.

1. When to raise a problem

Contact the merchant promptly if an order is not delivered, materially not as described, defective, unsafe, damaged, incomplete, wrong, duplicated or apparently unauthorised. Include the order number, explanation and useful evidence such as photos, messages or delivery records. Prompt notice helps preserve evidence but does not remove a statutory right.

2. Returns and change of mind

A merchant must accept a return, repair, replacement or refund where law requires it. Nigerian consumers may return goods in good condition within a reasonable time, subject to limited lawful exceptions. Additional change-of-mind rights may be offered in the policy shown by the merchant before purchase. Exceptions may apply to perishable, personalised, hygiene-sensitive, digital or time-specific items, but a merchant cannot use an exception to avoid mandatory rights for defective or misdescribed goods.

3. Resolution process

1. Contact the merchant through the order or listed support channel.
2. If unresolved, email [email protected] with the order number and evidence.
3. Eleo may request information from either side and facilitate a repair, replacement, return, full or partial refund, or another lawful outcome.

The merchant remains responsible for the sale. Eleo may restrict a listing or account while reviewing a material complaint but does not guarantee recovery from a merchant or payment provider.

4. Refunds and payment disputes

Approved refunds normally return through the original payment method; provider and bank processing times vary. Do not seek duplicate recovery through both Eleo and a bank. If you start a chargeback, we may share relevant order and communication evidence with the merchant, payment provider and card network and may pause our review.

5. Merchant duties and abuse

Merchants must respond promptly, preserve evidence and comply with a lawful resolution. Buyers must return goods when required and must not make false claims, conceal receipt or misuse chargebacks. Fraudulent or abusive activity may lead to account restriction and reporting where required.

6. Related terms

Read the Terms of Use, Seller Terms and Acceptable Use Policy. SaaS subscription billing questions remain governed by the subscription terms shown at purchase and mandatory law.