Refund and Returns Policy

FAATUM ONLINE SHOP – RETURN & REFUND POLICY.

Last Updated: [3rd of april 2026]

1. Introduction.

Faatum Online Shop (“Faatum,” “we,” “our,” or “us”) operates as a Nigerian e-commerce marketplace that connects buyers with independent vendors while providing secure transaction protection through an escrow-style payment system.

This Return & Refund Policy explains how returns, disputes, and refunds are handled on the Faatum platform.

By making a purchase on Faatum, users agree to this policy.

2. Marketplace Role of Faatum.

Faatum is not the seller of products listed on the Platform.

All products are offered by independent vendors who are responsible for:

* product quality,
* product descriptions,
* legality of items,
* packaging and fulfillment.

Faatum facilitates transactions and manages payment protection and dispute mediation between buyers and vendors.

3. Escrow-style Payment Protection.

Payments made on Faatum are temporarily held under a protected payment system with our licencesed financial partner.

Funds are released to the vendor only after:

* delivery is completed, and
* the buyer confirms satisfaction or the confirmation window expires.

This system is designed to protect both buyers and vendors during transactions.

4. Delivery Confirmation & Dispute Window

Buyers must review their order upon delivery, release the unique code to vendor if satisfy and refrain from releasing the code if not.

A buyer has [48–72 hours] after confirmed delivery to report an issue through the Platform.

If no issue is reported within this period:

the transaction is considered successful and
payment may be released to the vendor.

5. Eligible Reasons for Returns or Refund Requests.

Return or refund requests may be accepted only under the following conditions:

* Item received is different from the listing description.
* Wrong item was delivered.
* Item arrived damaged.
* Item is defective or non-functional upon arrival.
* Order was not delivered within the agreed timeframe (where applicable).

6. Non-Eligible Return Reasons.

Requests may be rejected where:

* Buyer changes their mind after delivery.
* Item has been used, altered, or damaged after receipt.
* Issue is reported after the dispute window expires.
* Product matches listing description accurately.
* Buyer provides insufficient evidence.

Individual vendors may offer additional return options at their discretion.

7. Evidence Requirement.

To ensure fairness and prevent fraud, buyers submitting disputes may be required to provide:

* clear photos or videos of the item,
* packaging evidence,
* delivery confirmation details,
* any supporting communication records.

Failure to provide requested evidence may result in dispute rejection.

8. Dispute Resolution Process.

When a dispute is opened:

1. Faatum reviews submitted evidence.
2. Vendor may be requested to respond.
3. Additional information may be requested from either party.
4. A decision will be made based on available evidence and platform policies.

Faatum acts as a neutral mediator to promote fair outcomes.

Decisions made following dispute review shall be final.

9. Refund Processing.

Where a refund is approved:

* refunds are processed from funds held on behalf of the vendor within the escrow system,
* refunds are issued using the original payment method where possible.

Refund timelines may vary depending on payment providers or financial institutions.

Faatum does not guarantee instant refunds.

10. Return Shipping Responsibility.

Depending on dispute outcome:

* Vendor may bear return shipping costs if at fault.
* Buyer may bear shipping costs if the return is voluntary or buyer-related.

Return instructions must be followed as provided through the Platform.

11. Vendor Responsibilities.

Vendors using Faatum agree to:

* provide accurate product descriptions,
* deliver items as listed,
* respond to disputes promptly,
* cooperate with resolution processes.

Failure to comply may result in penalties including listing removal, delayed payouts, or account suspension.

12. Fraud Prevention & Abuse Protection.

To maintain a secure marketplace, Faatum reserves the right to:

* delay payment releases,
* request identity verification,
* suspend accounts involved in suspicious activity,
* cancel transactions suspected of fraud or abuse.

Users submitting fraudulent claims may lose platform privileges.

13. Limitation of Liability.

Faatum facilitates transactions but does not manufacture, store, or directly sell products.

To the fullest extent permitted by law, Faatum shall not be liable for:

* product defects,
* vendor conduct,
* indirect or consequential damages arising from transactions between users.

14. Policy Updates.

Faatum may update this policy periodically to improve platform operations or comply with legal requirements.

Updated versions will be posted with a revised “Last Updated” date.

Continued use of the Platform constitutes acceptance of updates.

15. Contact & Support

For return or dispute assistance, contact:

Faatum Online Shop
Email: info@faatum.com
Website: https://faatum.com