Return Policy

Last Updated: Dec 7th, 2025.

Our Return Policy is designed to protect buyers and ensure smooth resolution when an order does not go as expected. Ajaro manages all returns directly. Vendors cannot process returns privately, ask for external communication, or request payment outside the platform.

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1. Eligibility for Returns

Buyers can request a return only if one of the following cases applies:

• The item delivered does not match the product description or photos.
• The item received is damaged, broken, or defective.
• The wrong item, size, color, or model was delivered.
• The item has missing parts or accessories.
• The item fails to function as advertised.

Note: Returns cannot be made for buyers remorse (e.g., I changed my mind).

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2. Items Not Eligible for Return

The following categories are not eligible for return unless damaged or defective:

• Personal care items (opened)
• Underwear or intimate wear
• Food items or perishables
• Items damaged due to misuse by the buyer
• Digital products or subscriptions

For electronics, all serial numbers must match the original shipment for a return to be valid.

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3. Return Window

Return requests must be filed within 48 hours after delivery has been marked as Delivered on the platform.

After 48 hours, the item is considered accepted unless it qualifies for warranty (if provided by the vendor).

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4. How to Request a Return

To request a return:

• Log into your Ajaro account.
• Go to Orders.
• Select the item you want to return.
• Click Request Return.
• Provide a clear explanation and upload relevant evidence (pictures or video).

Ajaro reviews all return requests. Vendors do not have the power to approve or reject returns directly.

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5. Return Approval Process

Once your return request is submitted:

• Ajaro reviews the evidence.
• If approved, we will send instructions for pickup or drop-off.
• The item must remain unused and in the same condition received (unless it arrived damaged).
• Return logistics will be handled by Ajaro or our verified courier partners.

Unauthorized returns or packages sent directly to vendors are automatically rejected.

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6. Refund After Return

After the returned item is received and inspected:

• Refund is processed using the same payment method.
• Refund timelines depend on the payment channel:
• Cards: 3 to 7 working days
• Banks: 1 to 3 working days
• Wallets: Instant or up to 24 hours

No refunds are made directly to vendors or through external payment channels.

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7. Damaged or Missing Items

If an order arrives:

• Not sealed
• Missing parts
• Visibly damaged

You must upload:

• Photo evidence
• Video of unboxing (recommended but not required)

Failure to provide evidence may result in denial of the return request.

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8. Vendor Misconduct

If a vendor asks you to:

• Pay outside the platform
• Send money to a personal account
• Switch to WhatsApp or private chat for payment

Do NOT send money. Report the vendor immediately through the Report Vendor option or contact support.

Ajaro will suspend or permanently remove vendors that violate payment or return rules.

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9. Exchange Policy

If eligible, buyers may request an exchange instead of a refund, but only when:

• The exact replacement is available
• The vendor supports exchanges for that item

If replacements are not available, a refund will be issued instead.

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10. Final Decisions

Ajaro reserves the right to make final decisions on all return and refund disputes. Our goal is always to ensure fairness and buyer protection.

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11. Contact Us

For return or refund issues:
Email: support@ajaro.com.ng
Phone: +2348107541411
Website: ajaro.com.ng/contact-us