1. Our Commitment

At Vensale, your satisfaction matters. If you are not happy with your purchase, we are here to make it right. This Return & Refund Policy outlines your rights and the procedures for returning items and receiving refunds on purchases made through vensale.app.

2. Eligibility for Returns

2.1 Returnable Items

To be eligible for a return, items must meet all of the following criteria:

• Returned within 7 calendar days of the confirmed delivery date
• In original, unused, and undamaged condition
• In original packaging with all tags, accessories, and manuals intact
• Accompanied by your Vensale order number as proof of purchase
• Not categorised as a non-returnable item (see Section 2.2)

2.2 Non-Returnable Items

The following items cannot be returned unless they arrive faulty or damaged:

• Perishable goods — food items, fresh produce, and items with a short shelf life
• Intimate apparel, underwear, and swimwear (for hygiene reasons)
• Digital products, software, and downloadable content once accessed
• Customised, personalised, or made-to-order products
• Items marked 'Final Sale' or 'Non-Returnable' at the time of purchase
• Health and beauty products once opened or used

3. How to Request a Return

To initiate a return on Vensale, follow these steps:

1. Log in to your account at vensale.app and go to 'My Orders'
2. Select the relevant order and click 'Request Return'
3. Choose the item(s), state your reason for return, and select your preferred resolution (refund or exchange)
4. Submit your request — you will receive a response within 24 hours

Alternatively, email info@vensale.app with your order number, a description of the issue, and photographs if the item is damaged or incorrect.

Do not return items without first receiving approval and return instructions from Vensale. Unapproved returns may not be processed.

4. Return Logistics

4.1 Faulty or Incorrect Items

If Vensale sent you a damaged, defective, or incorrect item, we will cover the full cost of collection or return shipping. Our logistics partner will arrange a pick-up from your address at no cost to you.

4.2 Change of Mind Returns

For returns due to change of mind or personal preference, the customer bears the cost of returning the item to Vensale. We recommend using a tracked and insured delivery service. Vensale is not responsible for items lost in transit during customer-initiated returns.

5. Refund Processing

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund within 48 hours. If approved:

• Card refunds: processed within 5–7 business days to your issuing bank
• Bank transfer refunds: 3–5 business days
• Vensale Store Credit: issued within 24 hours (valid 12 months from issuance)

6. Exchanges

We offer exchanges for items of the same or different value, subject to availability. Size or colour exchanges for fashion items are processed as priority requests. If the replacement item has a higher value, you will be charged the difference. If lower, store credit or a partial refund will be issued.

7. Late or Missing Refunds

If you have not received your refund within the expected timeframe:

• Check your bank account or card statement
• Contact your bank — processing times differ between Nigerian banks
• Contact info@vensale.app if the issue persists after 10 business days

8. Warranty & Faulty Goods

Electronics, appliances, and certain other products sold on Vensale come with a manufacturer's warranty. If a product develops a fault within the warranty period due to a manufacturing defect (not misuse or accidental damage), contact info@vensale.app with your order number and a description of the fault.

We will liaise with the manufacturer or seller to arrange a repair, replacement, or refund as appropriate.

9. Consumer Rights

Nothing in this policy limits your statutory rights as a consumer under the Nigerian Consumer Protection Council Act, the Federal Competition and Consumer Protection Act (FCCPA) 2018, or other applicable Nigerian consumer protection legislation.