REFUND AND RETURNS POLICY
Shopcity Ng. · Effective October 6, 2025
1. Overview
We want you to be happy with what you buy from Shopcity Ng.. If something is not right, this policy explains what you can return, how to do it and how refunds work. It applies to orders placed on https://shopcity.com.ng from October 6, 2025.
You have 30 days from the day you receive your order to request a return. Requests made after 30 days cannot be accepted unless the item is faulty.
2. Return conditions
To be eligible for a return, an item must be:
– Unused, unworn and unwashed, in the same condition you received it.
– In its original packaging, with all tags, labels and accessories attached.
– Accompanied by your order number or another proof of purchase.
Items that come back damaged, worn or missing parts may be refused or refunded at a reduced amount.
3. Items that cannot be returned
The following cannot be returned or refunded unless they arrive damaged or defective:
– Digital products, downloads and licences, once they have been delivered or downloaded.
– Gift cards and store credit.
– Personalised or made-to-order items, unless faulty.
– Items marked as non-returnable on the product page.
4. How to start a return
Email us at sales@shopcity.com.ng with your order number, the item you want to return and the reason. We will reply with return instructions and, if needed, a return authorisation and the address to send the item to. Please do not send anything back before you hear from us, as unauthorised returns may not be accepted.
Pack the item securely, include your order number inside the package, and use a tracked shipping service. We are not responsible for return packages that are lost or damaged in transit.
5. Return shipping costs
If you are returning an item because it is faulty, damaged or not what you ordered, we cover the return shipping and will send you a prepaid label. For all other returns (for example, a change of mind or wrong size), you pay the return shipping, and the original shipping charge is non-refundable.
6. Refunds
Once we receive and inspect your return, we will email you to confirm whether the refund has been approved. Approved refunds are issued to your original payment method within 3-5 business days. Your bank or card issuer may take a few extra days to show the refund on your statement.
Refunds are for the item price. Original shipping charges are non-refundable unless the return is due to our error.
7. Exchanges
We are happy to exchange an item for a different size, colour or variant within the same 30-day window, subject to availability. Start an exchange the same way as a return. The fastest option is usually to return the original item for a refund and place a new order for the one you want.
8. Damaged, defective or wrong items
Please inspect your order when it arrives. If an item is damaged, faulty or not what you ordered, email admin@shopcity.com.ng within 7 days of delivery with your order number and photos of the problem. We will arrange a replacement or a full refund, including any shipping costs, at no charge to you.
9. Late or missing refunds
If you have not received an approved refund after the period above, check your bank account again, then contact your card issuer, as refunds can take time to post. If you have done this and still have not received your refund, email us at admin@shopcity.com.ng and we will chase it for you.
10. Your statutory rights
Nothing in this policy affects any rights you have under consumer-protection law in your country, including rights relating to faulty or misdescribed goods.
11. Contact us
Questions about returns? Email us at admin@shopcity.com.ng.
Shopcity Malls Ltd. (trading as “Shopcity Ng.”), Lagos, Nigeria.