Overview and how this policy works

Ozapp buys products from U.S. retailers on your behalf as buyer-of-record, ships them to Ghana or Nigeria, clears customs, and delivers them to your door. Because every order crosses borders, what you can return and what we can refund depends on where your item is in that journey.

The two return windows at a glance

Stage 1 applies while the item is in the United States, after purchase and before international dispatch. Returns may be allowed for any reason while the retailer's return window is open. Stage 2 applies once the item leaves the U.S. for export or arrives in Ghana or Nigeria. At that stage, returns are accepted only for damaged, defective, or incorrect items, not change-of-mind returns.

Stage 1 - returns while your item is in the United States

After we purchase your item and while it is at, or in transit to, our U.S. warehouse, you may request a return for any reason before international freight dispatch. Because Ozapp is buyer-of-record, we return the item to the originating retailer on your behalf, subject to that retailer's return window, condition requirements, restocking fees, and U.S. return-shipping rules.

Stage 2 - returns after arrival in Ghana or Nigeria

Once your item has left the United States for export, change-of-mind returns are no longer available. We accept returns only where the item is damaged, defective, or incorrect. Visible damage, shortage, or an obviously wrong item should be reported within 48 hours of delivery, and all damaged, defective, or incorrect-item claims must be reported within 14 days of delivery.

Cancelling before we purchase

If you cancel before we place the retailer order, we refund what you paid for that item in full. Where a payment-processing fee charged to us cannot be recovered from the processor, we may deduct only that fee where the law permits and where it has been disclosed.

Items that cannot be returned

For health, safety, legal, or practical reasons, some items generally cannot be returned unless they arrive damaged, defective, or incorrect, or unless the law requires otherwise. These include perishable goods and food items; opened cosmetics, fragrance, skincare, personal-care or hygiene products; intimate apparel; personalized or made-to-order items; digital products, gift cards, activated or unsealed software or media; hazardous materials; final-sale items; items damaged by misuse; and prohibited items.

Condition requirements

To qualify for a return or refund, other than for items that arrive damaged or defective, the item must be unused, unworn, in the same condition you received it, in its original packaging with all tags, manuals, accessories, and free gifts included, accompanied by your order number or proof of purchase, and within the applicable return window.

How to request a return or report damage

Start every request through your Ozapp account or by contacting support. Please provide your order number, the item concerned, a description of the issue and reason for return, and clear photos or video where the item is damaged, defective, or incorrect. Do not ship anything back to us or to a retailer on your own. We will confirm whether the item qualifies and provide instructions.

Inspection and approval

We may inspect a returned item or review your evidence before approving a refund or replacement, and we may consult the retailer, carrier, warehouse, and delivery records. For damaged or defective claims, we assess whether the fault was present on arrival rather than caused after delivery.

What is refundable

Refundability depends on why the item is returned. Product cost is refundable where the item is returned and accepted at Stage 1 or qualifies as damaged, defective, or incorrect at Stage 2. The Service Fee is generally not refundable for change-of-mind returns, but is refundable where the return is due to our or the retailer's error or a faulty or incorrect item. Shipping charges, customs duties, taxes, FX margin, restocking fees, U.S. return shipping, and processing fees may be non-refundable or deducted depending on the reason for return.

Remedies

Where a claim is approved, we may offer a full refund, partial refund, replacement of the same item where available and lawful to ship, repair assistance where appropriate, or store credit if you prefer it. For damaged, defective, or incorrect items, you choose between a refund and a replacement, and we will not substitute store credit for a cash refund without your agreement.

Refund method, currency and timing

Refunds are issued to your original payment method, such as Mobile Money wallet, card, or other method used. Local-currency refunds are made in your original currency. Once approved, we initiate refunds within five to ten business days, although the time for funds to reach you depends on your bank, card network, or Mobile Money provider.

Refused deliveries

If you refuse a delivery without an approved return, you may become responsible for return shipping, storage, customs, and administrative charges, and any refund due may be reduced accordingly. This does not apply where you refuse delivery because the item is visibly damaged and report it under this Policy.

Lost or damaged in transit

Ozapp retains control of your item through international freight and customs. If an item is lost or damaged in transit while in our control, report it within the 14-day window. We will investigate with the carrier, pursue available carrier and insurance remedies, and make you whole to the extent recovered or as required by applicable consumer-protection law.

Prohibited items and failed screening

If an order fails our pre-purchase compliance screening, we decline it and refund the amounts you paid for that item as described in our Terms of Service. If an item is seized, surrendered, destroyed, or refused entry by customs or carriers because it is prohibited or restricted, no refund is guaranteed for that item.

Return abuse and fraudulent claims

We may decline a claim, limit future returns, suspend or terminate an account, recover amounts owed, and refer matters to authorities where appropriate in cases involving false information, fabricated evidence, deliberately damaged products, repeated or excessive returns, used or altered items presented as new, or other abuse of the return process.

Force majeure

We are not responsible for delays, losses, or disruptions caused by events beyond our reasonable control, including customs inspections, government action, natural disasters, airline or carrier disruption, labour strikes, or civil unrest. This does not remove your rights for items that arrive damaged, defective, or incorrect.

Changes to this policy

We may update this Policy from time to time. We will post the updated version with a new effective date and, for material changes, give reasonable notice through the Service. The Policy that applies to your order is the one in effect when you placed it.

Contact us

Please include your order number in all correspondence. Questions about returns or refunds? Email support@buyozapp.com or write to Ozapp, AD 51, Teshie Rasta Road, Ledzokuku-Accra, Ghana, Ghana Post GZ-183-8156.