Return & Refund Policy

A return is accepted on two grounds only:

• The item arrives damaged — physically damaged, or faulty on arrival (“dead on arrival”), through no fault of yours.
• The wrong item was delivered — a product, model, colour, variant, or quantity materially different from what you ordered. A separate refund right applies where an item is lost in transit and never delivered (Section 5). Loss is not a “return” — there is nothing to send back — but it is treated as a refund condition alongside damage. Outside these grounds, items are not returnable. In particular, a change of mind, a decision that you no longer want or need the item, a better price found elsewhere, a delivery that arrived within the estimated timeframe, or a size or colour you selected yourself, are all excluded from returns, refunds, and replacements. The at-a-glance table below summarises the treatment; the sections that follow give the detail. Situation What happens Returned within 7 calendar days of delivery. Refund issued — either e- Item arrives damaged wallet credit on Ozapp at full value, or a refund to your original source of payment less the transaction fee charged on the refund. Returned within 7 calendar days of delivery. We correct the error and Wrong item delivered ship the right item. No refund is given for a wrong-item delivery; the remedy is the correct product. Refund issued once loss is confirmed — same two options as damage: Item lost in transit full-value e-wallet credit, or original source less the refund transaction fee. Change of mind / any Not returnable, not refundable, not replaceable. Customer remorse and other reason its variants are excluded.

An item is treated as damaged if it arrives physically broken, crushed, leaking, or otherwise harmed, or if it does not function on arrival because of a fault present when it reached you. Damage you cause after delivery, ordinary wear and tear, and misuse are not covered.

3.1 Remedy — refund Where a damaged-item claim is approved, you receive a refund through one of two routes, your choice:

3.2 Evidence and return Report the damage and submit clear photographs or video within the 7-calendar-day window (Section 6). Report visible transit damage as promptly as you can — carriers require early notice to honour an insurance claim, and prompt reporting protects your refund. The damaged item is returned to us under the instructions we provide before the refund is finalised.

• E-wallet credit on Ozapp at the full value of the refundable amount, with no fee deducted; or
• A refund to your original source of payment, less the transaction fee charged by the payment provider on processing that refund. Because the fault is not yours, the refundable amount makes you whole on the item: the product cost and the Ozapp charges attributable to that item are restored. The full-value e-wallet option always gives you a no-fee route.

If we deliver the wrong item — a different product, model, colour, variant, or quantity from what you ordered — we correct the error. The remedy is the correct product, not a refund.

• Report the wrong item within the 7-calendar-day window with photographs showing what you received.
• We arrange return of the incorrect item and ship the correct one at no additional cost to you for our error.
• No refund is issued for a wrong-item delivery; the remedy is rectification with the right item. If the correct item is no longer available. Where the correct product has been discontinued or is genuinely unavailable, we will agree a suitable alternative with you, or issue a refund where the law requires one. This is the single exception to the no-refund rule on wrong items, and it exists only because we cannot promise to send a product that no longer exists.

If an Order is confirmed lost in transit and is never delivered to you, it is treated as a refund condition.

• A package is treated as lost when carrier tracking and our investigation confirm it will not be delivered.
• The refund uses the same two routes as damage: full-value e-wallet credit on Ozapp, or a refund to your original source of payment less the refund transaction fee.
• Because loss is not your fault, the refundable amount restores the product cost and the Ozapp charges attributable to the lost item. Loss has its own deadline trigger: because a loss is not visible on a delivery that never happens, the 7-day window for a loss claim runs from the estimated delivery date rather than from delivery (Section 6).

All claims under this Policy must be submitted within seven (7) calendar days:

• For damaged items and wrong-item deliveries: within 7 calendar days of delivery.
• For items lost in transit: within 7 calendar days of the estimated delivery date. This window is aligned with the claims window in our Terms of Service so that the two documents stay in step. Claims submitted after the window may be declined, except where a longer period is required by non-excludable law.

1. Open a claim through the Ozapp app or your customer dashboard within the 7-calendar-day window.

2. Quote your Order number and describe the issue — damaged, wrong item, or non-delivery.

3. Attach photographs or video clearly showing the damage, or showing the wrong item you received. Evidence is required for damaged and wrong-item claims.

4. Keep the item and its packaging until your claim is resolved; do not discard either, as both may be needed for inspection or a carrier claim.

Where a refund is due (damaged item or loss in transit), it is paid through whichever route you choose:

9.1 E-wallet credit — full value Credit to your Ozapp e-wallet at the full refundable value, with no fee deducted. The credit can be applied to future Orders.

9.2 Refund to original source — less the refund fee A refund to the original method of payment, less the transaction fee the payment provider charges to process the refund. That third-party processing fee is the only deduction.

9.3 Currency and timing

• Local-currency refunds (GHS / NGN) are calculated using the exchange rate applied at the time of your original payment; Ozapp is not responsible for market FX movements between purchase and refund.
• Refunds are issued in the same currency as the original payment.
• Mobile Money and card refunds are processed as promptly as the relevant provider allows once the claim is approved.

To state it plainly, so there is no ambiguity at the point of a dispute: a change of mind and its variants are not covered by this Policy.

• No longer wanting or needing the item, or finding a lower price elsewhere, is not a valid ground.
• A correctly delivered item you simply do not like, or a size or colour you selected yourself, is not returnable.
• A delivery that arrived within the estimated timeframe — including sea-freight Orders quoted at several weeks — is not a valid ground for a claim. Customer remorse, however described, gives no right to a return, a refund, or a replacement.

Beyond change-of-mind exclusions, the following are not eligible for return even where damaged claims would otherwise apply, save where non-excludable law provides otherwise:

• Perishable goods, food, and consumables.
• Personal-hygiene and intimate items, including underwear and swimwear, once opened.
• Software, digital downloads, gift cards, and opened media.
• Items marked “Final Sale” or “Non-Returnable” at the time of Order.
• Items damaged by your own misuse, improper handling, or normal wear and tear.
• Hazardous or restricted goods that cannot lawfully be shipped back across borders.

Claims must be made in good faith. Falsely reporting damage or non-delivery, staging or self- inflicting damage, returning a different or substituted item, or a pattern of claims inconsistent with genuine fault, is fraud.

• We may decline a claim, reverse a refund or credit already issued, and recover amounts paid out on a fraudulent basis.
• We may suspend or close the account and report fraud to the relevant authorities and partners.
• Investigation of a suspected abusive claim may pause refunds on the affected Order until it is resolved.