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OLÁ TÒRÒ — Refund, Return & Cancellation Policy
Refund, Return & Exchange Policy
Brand
OLÁ TÒRÒ
Lagos, Nigeria
1. Overview
At OLÁ TÒRÒ, we are committed to delivering premium-quality products and a seamless customer experience.
If customers are not fully satisfied with their purchase, they may request a return, exchange, or refund subject to the conditions outlined below.
2. Return Eligibility
Customers may request a return or exchange if:
- The item received is damaged
- The wrong item was delivered
- The item has a manufacturing defect
- The size received differs from the order
- The return request is made within the approved return window
To qualify for a return:
- Items must be unworn
- Unwashed
- Undamaged
- In original packaging
- With all tags attached
OLÁ TÒRÒ reserves the right to reject returns that do not meet these conditions.
3. Return Window
Nigeria Orders
Return requests must be submitted within:
- 48 hours of delivery
International Orders
Return requests must be submitted within:
- 5 days of delivery
Requests made after these periods may not be accepted.
4. Non-Returnable Items
The following items are not eligible for return or refund unless defective:
- Sale or discounted items
- Limited-edition drops
- Underwear or intimate wear
- Customized/personalized products
- Gift cards
- Worn or damaged items caused by customer misuse
5. Exchanges
Customers may request exchanges for:
- Size changes
- Color changes (subject to availability)
- Defective items
Exchange requests are processed after the original item has been received and inspected.
If the requested replacement item is unavailable:
- Store credit or refund may be offered instead.
6. Refund Policy
Refunds are approved only after:
•Returned items are received
•Inspection confirms eligibility
Approved refunds are processed to:
- Original payment method or
- Store credit (where applicable)
7. Refund Processing Timeline
Nigeria
Refunds may take:
- 3–7 business days
International
Refunds may take:
- 7–14 business days
Processing times may vary depending on:
- Banks
- Payment providers
- Currency conversion timelines
8. Shipping Costs for Returns
Customer Responsibility
Customers are generally responsible for return shipping costs unless:
- Wrong item was sent
- Item arrived damaged
- Product defect is confirmed
9. Damaged or Incorrect Orders
Customers must report damaged or incorrect items within:
- 48 hours of delivery
Required evidence:
- Order number
- Photos/videos of the item
- Packaging images
10. Cancellation Policy
Order Cancellation Window
Orders may be cancelled:
- Within 12 hours of placement or
- Before the order has been processed/shipped
Once an order enters fulfillment or shipping, cancellation may no longer be possible.
11. Failed Deliveries & Refused Packages
If an order is:
- Refused by the customer
- Returned due to incorrect address
- Unclaimed after delivery attempts
The customer may be responsible for:
- Return shipping fees
- Re-delivery charges
- Customs fees (international orders)
Refunds may exclude original shipping costs.
12. International Customs & Duties
International customers are responsible for:
- Customs duties
- Import taxes
- Local processing fees
These charges are non-refundable.
OLÁ TÒRÒ is not responsible for customs delays or seized shipments due to local regulations.
13. Store Credit Policy
Where refunds are not applicable, OLÁ TÒRÒ may issue:
- Store credit
- Exchange vouchers
- Gift balance
Store credit validity:
•Recommended: 6–12 months.
14. Fraud Prevention
OLÁ TÒRÒ reserves the right to:
- Reject suspicious refund requests
- Limit repeated return activity
- Refuse returns that violate policy terms
15. Website/App Requirements for Developers
Customer Features
The platform should support:
- Return request submission
- Refund status tracking
- Exchange requests
- Uploading proof images
- Cancellation requests
- Automated return confirmation emails
⸻
Admin Features
Admin dashboard should support:
- Return approval/rejection
- Refund processing
- Return tracking
- Exchange inventory management
- Customer communication logs
16. Recommended Return Workflow
Customer Journey
- Customer submits return request
- Admin reviews request
- Return instructions sent
- Customer ships item back
- Item inspected
- Refund/store credit/exchange processed
- Customer notified automatically
17. Final Brand Positioning
The return and refund experience should reflect the OLÁ TÒRÒ brand identity:
- Professional
- Fair
- Premium
- Transparent
- Customer-focused
The process should feel seamless while protecting the business from abuse and unnecessary losses.