Return Policy

1. Overview

Declotr is committed to ensuring a positive shopping experience. We understand that sometimes a product may not meet your expectations, and we want to make the return process as smooth as possible.

As a social commerce marketplace, Declotr connects buyers with independent sellers. While we establish baseline return standards for all transactions on our platform, individual sellers may offer more generous return policies. The applicable return terms will be displayed on each product listing.

This Return Policy works alongside our Terms of Service and Shipping Policy.

2. Return Eligibility

To be eligible for a return, the following conditions must be met:

• Item condition: The item must be unused, unworn, unwashed, and in the same condition you received it
• Original packaging: The item should be in its original packaging with all tags, labels, and accessories intact
• Proof of purchase: You must have a valid order confirmation or receipt from Declotr
• Return window: The return request must be initiated within the applicable return window (see Section 3)
• Documentation: Clear photos of the item may be required, especially for claims of damage or defects

3. Return Window

The return window starts from the date you receive your order:

Returns requested after the applicable window has closed will not be accepted unless required by Nigerian consumer protection law.

4. Non-Returnable Items

The following categories of items are generally not eligible for return:

• Intimate apparel: Underwear, swimwear, and lingerie for hygiene reasons
• Personalised / custom items: Products made to your specific requirements or personalisation
• Perishable goods: Food, flowers, and other items with a limited shelf life
• Digital products: Downloaded or electronically delivered products once accessed
• Health and beauty: Opened cosmetics, skincare, and personal care products for hygiene reasons
• Earrings and body jewellery: Piercing jewellery for hygiene reasons
• Gift cards: Gift cards and vouchers are non-refundable
• Clearance / final sale items: Items explicitly marked as "final sale" or "no returns"

Exception: Even non-returnable items may be returned if they arrive damaged, defective, or significantly different from the listing description.

5. How to Return an Item

Follow these steps to initiate a return on Declotr:

1. Open the Declotr app

   Go to "My Orders" and select the order containing the item you wish to return.

2. Select "Request Return"

   Choose the specific item(s) you want to return and select a reason for the return.

3. Provide details

   Add a description of why you're returning the item and upload clear photos if the item is damaged or defective.

4. Submit your request

   Your return request will be sent to the seller for review. You'll receive a notification once the seller responds.

5. Seller approval

   The seller will review your request and either approve or provide a reason for declining. For eligible returns, the seller must respond within 48 hours.

6. Ship the item back

   Once approved, ship the item back to the seller using the provided return instructions. Keep the shipping receipt and tracking information.

7. Refund processed

   After the seller receives and inspects the returned item, your refund will be processed.

6. Return Shipping

Who pays for return shipping depends on the reason for the return:

Important: Items must be packaged securely for return to prevent further damage during transit. Declotr is not responsible for items damaged during the return shipping process.

7. Refunds

Once a returned item is received and inspected by the seller:

Refund Method

• Refunds are processed to the original payment method used for the purchase
• Alternatively, you may be offered Declotr wallet credit, which can be used for future purchases

Refund Amount

• Full refund: For items returned in original condition within the return window, or for items that were damaged, defective, or not as described
• Partial refund: May apply if the returned item shows signs of use, missing tags, or is not in its original condition
• Shipping costs: Original shipping costs are non-refundable for change-of-mind returns. Shipping costs are refunded if the return is due to seller error

Refund Timeline

Processing times begin after the seller confirms receipt of the returned item and approves the refund.

8. Exchanges

Declotr does not currently offer a direct exchange feature. To exchange an item for a different size, colour, or product:

1. Initiate a return for the original item following the process in Section 5
2. Place a new order for the desired item
3. Your refund from the return will be processed as described in Section 7

Some sellers may accommodate exchanges directly — contact the seller through the app to discuss options before initiating a return.

9. Damaged or Defective Items

If you receive an item that is damaged during shipping or has a manufacturing defect:

• Report immediately: Contact the seller through the Declotr app within 48 hours of delivery
• Provide evidence: Take clear photos or videos showing the damage or defect, including the packaging
• Do not dispose: Keep the item, packaging, and all accessories until the return is resolved
• Resolution options: The seller should offer a full refund, replacement, or repair at no additional cost to you

If the seller does not respond within 48 hours or refuses a legitimate claim, you can escalate to Declotr's dispute resolution team.

10. Wrong Item Received

If you receive an item that is different from what you ordered (wrong product, size, colour, or variant):

• Contact the seller immediately with photos of what you received versus what was ordered
• The seller must arrange for the correct item to be sent or provide a full refund
• Return shipping for wrong items is always at the seller's expense
• You should not be required to pay any additional costs

11. Seller Return Policies

Individual sellers on Declotr may have their own return policies that complement or extend our platform-wide policy:

• Extended windows: Some sellers may offer return windows longer than 7 days
• Free returns: Some sellers cover return shipping for all returns, regardless of reason
• Restocking fees: Sellers may not charge restocking fees unless clearly stated in the product listing before purchase
• Minimum standards: Seller policies cannot be more restrictive than Declotr's base Return Policy. If a seller's policy conflicts with ours, the more buyer-friendly policy applies

Always review the seller's return policy on the product listing page before making a purchase.

12. Dispute Resolution

If you and the seller cannot agree on a return or refund:

1. Open a dispute: Go to the order in "My Orders" and select "Open Dispute"
2. Provide evidence: Upload all relevant information — photos, messages with the seller, tracking details, etc.
3. Declotr review: Our Trust & Safety team will review the evidence from both parties
4. Resolution: We will make a fair decision and either approve the return/refund, suggest a compromise, or close the dispute. Our decision is final unless new evidence is presented

Disputes should be opened within 30 days of the order delivery date. Late disputes may not be eligible for review.

13. Auction Item Returns

Items purchased through Declotr auctions have special return considerations:

• No change-of-mind returns: Winning a bid is a binding commitment. Change-of-mind returns are not accepted for auction items
• Damaged / not as described: If an auction item arrives damaged or is significantly different from the listing description, standard return and refund procedures apply
• Condition accuracy: Sellers must accurately describe the condition of auction items. Misrepresentation is grounds for a full refund

14. Changes to This Policy

We may update this Return Policy periodically. When we do:

• The "Last Updated" date will be revised
• Material changes will be communicated via in-app notification or email
• The updated policy will be posted on our website and in the app

Returns initiated before a policy change will be handled under the policy in effect at the time of purchase.

15. Contact Us

Need help with a return? We're here to assist: