Return Policy Page

1. Introduction

Portsells Nigeria Limited is committed to ensuring that buyers have a fair and transparent experience on the PORTSELLS platform. This Returns & Refunds Policy explains your rights when a product does not meet expectations, and the steps Portsells Nigeria Limited takes to resolve disputes between buyers and vendors.

2. Eligibility for Returns

You may be eligible to return an item and receive a refund or replacement if:

• The item delivered is materially different from the product description or images shown on the listing;

• The item arrived damaged, defective, or non-functional;

• The wrong item, color, size, or variant was delivered;

• The item was not delivered at all within 5 business days of the latest estimated delivery date.

Return requests must be submitted within 7 calendar days of the confirmed delivery date. Requests submitted after this window will not be eligible unless an exception is granted at Portsells Nigeria Limited's discretion.

3. Non-Returnable Items

The following categories of products are not eligible for return, except in cases of a confirmed defect or vendor error: • Perishable goods (food items, fresh produce);

• Personalized or custom-made products; • Digital products, software licenses, or downloadable content once accessed;

• Intimate apparel, swimwear, or personal hygiene products for health and safety reasons; • Products that have been used, washed, assembled, or otherwise altered from their original condition.

4. How to Raise a Return Request

To initiate a return, follow these steps: • Log in to your PORTSELLS account and navigate to "My Orders"; • Select the relevant order and click "Request Return / Report a Problem";

• Select the reason for the return and provide a brief description;

• Upload supporting evidence such as photographs or a short video of the issue;

• Submit the request. You will receive a confirmation with a reference number within 24 hours. Do not return any item to the vendor without first raising a return request through the Platform and receiving written authorization from Portsells Nigeria Limited.

5. Review and Resolution Process

Once a return request is submitted:

• Portsells Nigeria Limited will review the request and evidence within 2 business days;

• The vendor may be contacted for their response and any counter-evidence;

• If the return is approved, return shipping instructions will be provided or a no-return refund confirmed where applicable;

• A final resolution will be communicated to the buyer within 5 business days of the request submission.

6. Refunds

6.1 Refund Method

Approved refunds will be processed to the original payment method used for the transaction. Refunds to cards typically take 5 – 21 business days to reflect, depending on your bank.

6.2 Refund Amount

The refund amount will include:

• The full purchase price of the returned item;

• The outbound shipping fee paid, where the return is due to vendor error or a defective item. Shipping fees will not be refunded where the return is due to a change of mind or buyer error.

6.3 Partial Refunds

Portsells Nigeria Limited may issue a partial refund where only part of an order is eligible for return, or where the returned item is received in a condition different from what was described in the return request.

7. Order Cancellations

Buyers may cancel an order free of charge before the vendor has dispatched the item. To cancel, go to "My Orders" in your account dashboard, select the order, click "Cancel Order", select the reason, and confirm. If the item has already been dispatched, the buyer must wait to receive it and then initiate a return request as described above.

8. Vendor Obligations

All vendors on PORTSELLS are required to honor legitimate return requests approved by Portsells Nigeria Limited. Repeated failure to do so will result in suspension or removal of the vendor's account. Where a vendor is at fault, the cost of the refund and any return shipping is borne by the vendor and deducted from their pending payout balance.

9. Disputes

If you are unsatisfied with the resolution provided, you may escalate the matter to our senior customer support team by emailing: disputes@portsells.com. We aim to resolve all escalated disputes within 7 business days. Portsells Nigeria Limited's decision on all disputes is final and binding in accordance with our Terms and Conditions.