Storefront Africa ("SFA") is an online marketplace that connects buyers to independent merchants. Because SFA is not the seller of the products listed on the platform, all refunds, returns, and exchanges are handled directly by the merchant who owns the store from which the item was purchased.

This policy outlines the responsibilities of both merchants and customers, as well as the role SFA plays in ensuring a safe and trustworthy marketplace.

1. SFA’s Role in the Refund Process

• Storefront Africa is not the supplier, manufacturer, or seller of items listed.
• All products, pricing, shipping, refunds, and returns are managed by the merchant.
• SFA does not issue refunds for products purchased from merchants.
• SFA’s responsibility is to provide a secure platform, ensure merchants maintain compliant refund policies, and intervene in disputes where platform rules are violated.

2. Merchant Refund Responsibility

Every merchant on Storefront Africa is required to:

• Publish a clear, accurate, and accessible refund & return policy.
• Manage and process all refund, return, and replacement requests.
• Communicate directly with customers regarding product-related complaints.
• Ensure compliance with SFA policies and applicable consumer protection laws.
• Provide timely responses to customer inquiries.
• Resolve disputes in a fair and transparent manner.

SFA reserves the right to suspend or remove merchants who do not comply with these requirements.

3. Customer Refund Eligibility (Handled by Merchant)

Customers may request refunds from the merchant if:

• The item delivered is damaged, defective, or faulty.
• The wrong item or variant was delivered.
• The item received is significantly different from the listing description.
• The item fails to arrive within the merchant’s stated delivery timeline.
• The merchant allows change‑of‑mind returns within their stated return window.

Each merchant may have specific rules that differ, and customers must review the merchant’s policy prior to purchase.

4. Non‑Refundable Items

While merchants may define their own rules, typical non‑refundable categories include:

• Perishable or time‑sensitive goods.
• Opened health/beauty/personal items.
• Digital products or downloadable items.
• Customized or personalized orders.
• Clearance or final‑sale items.

Customers must refer to the merchant’s policy for exact details.

5. Return Conditions

To qualify for a refund or return (per merchant policy), items typically must:

• Be unused and in original condition.
• Include all tags, labels, manuals, and accessories.
• Be returned in original packaging.

The merchant may reject items that are used, damaged, or altered by the customer.

6. Shipping Fees & Return Costs

Shipping fees, return shipping costs, and replacement shipping arrangements are determined by each merchant. Typical rules include:

• If the merchant delivered a damaged, defective, or wrong item, the merchant bears the return cost.
• If the customer changed their mind or ordered incorrectly, the customer bears the return cost.

7. Dispute Resolution Through Storefront Africa

SFA may step in only if:

• The merchant is unresponsive for more than 72 hours.
• The merchant violates the platform’s policies.
• There is evidence of fraud, deception, or listing misrepresentation.
• There is a breakdown in communication preventing resolution.

SFA may mediate between parties, but final decisions regarding refunds remain with the merchant except in cases of verified misconduct.

8. Platform Fees & Charges (SFA‑Specific)

• SFA does not refund seller subscription fees, listing fees, or service fees once billed.
• Payment gateway fees (Flutterwave, Paystack, etc.) may also be non‑refundable depending on the provider.

9. Customer Support

For product‑related refund requests, customers must contact the merchant directly.

Storefront Africa – Customer Support
📧 Email: [email protected]
📞 Phone: 09038679199
🏢 Address: 266B, Cooperation drive, Dolphine Estate, Ikoyi, Lagos, Lagos state.