KASUMART.NG — REFUND POLICY

Effective Date: 11 October 2026
Last Updated: 11 October 2026

1. Introduction

Kasumart (“we,” “our,” or “us”) operates a multi-vendor online marketplace that connects customers with independent sellers through our website and mobile applications.

This Refund Policy explains the circumstances in which customers may request a refund, how refund requests are reviewed, and how approved refunds are processed.

Our objective is to provide a fair, transparent, and consistent process for resolving order and payment issues while protecting the rights of both customers and sellers.

This Policy must be read together with our Terms and Conditions, Return Policy, and other applicable marketplace policies.

Nothing in this Policy removes any consumer right or remedy that cannot lawfully be excluded under applicable Nigerian law.

2. Scope of This Policy

This Policy applies to eligible purchases made through Kasumart.ng and its official applications.

It covers refund requests relating to:

Cancelled orders.
Orders that were not delivered.
Incorrect or missing items.
Damaged or defective products.
Products that materially differ from their descriptions.
Duplicate or incorrect payments.
Approved returns.
Other circumstances in which a refund is required by law or authorised under our policies.

Different products, sellers, payment methods, and delivery arrangements may require different procedures, provided those procedures comply with applicable law.

3. Eligibility for a Refund

A refund may be considered where one or more of the following circumstances apply:

3.1 Order Not Delivered

You may request a refund if you paid for an order that was not delivered within the applicable delivery period and the issue cannot reasonably be resolved through fulfilment or another appropriate remedy.

We may investigate the order status with the seller and delivery provider before making a decision.

3.2 Incorrect Product Delivered

If you receive a product that is materially different from the product you ordered, you may be eligible for a refund or another appropriate remedy.

Examples include receiving the wrong model, size, colour, or item where the difference is material to the purchase.

3.3 Damaged or Defective Product

You may request a refund or another lawful remedy if a product arrives damaged, defective, unsafe, or unsuitable for a purpose communicated to the seller where applicable law provides a remedy.

We may request photographs, videos, packaging information, or other reasonable evidence to assess the claim.

3.4 Product Not as Described

A refund request may be accepted where the delivered product materially differs from its listing, description, sample, or other representations made before purchase.

Minor differences that were clearly disclosed and do not materially affect the product may be assessed differently, subject to applicable law.

3.5 Missing Items

If an order contains fewer items than you paid for, contact us with the relevant order details. Depending on the circumstances, the remedy may include delivery of the missing item or a refund for the missing portion.

3.6 Duplicate or Incorrect Payment

If you are charged more than once for the same transaction or an incorrect amount is collected, contact our support team.

After verifying the transaction, we will arrange an appropriate correction or refund where due.

3.7 Order Cancelled by the Seller or Kasumart

If an order is cancelled because the seller cannot fulfil it, the product is unavailable, or Kasumart determines that the order cannot proceed, any amount refundable under applicable law and the transaction terms will be returned through the appropriate process.

3.8 Other Legally Required Refunds

We will consider other refund requests where required by applicable Nigerian law or where a refund is an appropriate remedy under the circumstances.

4. Situations Where a Refund May Not Be Approved

A refund may be declined where the available evidence establishes that the request does not qualify under applicable law or the relevant policy.

Examples may include:

A change of mind where no applicable cancellation or return right exists.
A customer providing an incorrect delivery address or failing to provide necessary delivery information, where this lawfully affects eligibility.
Damage caused by misuse, accidental damage after delivery, or improper handling by the customer.
A claim involving an issue that was clearly disclosed before purchase and does not give rise to a legal remedy.
A request supported by materially false, altered, or misleading evidence.
A return that fails to satisfy lawful, reasonable conditions applicable to that product.

These examples do not automatically exclude a refund. Each request will be assessed according to the facts, the relevant purchase terms, and applicable law.

Kasumart will not use this section to deny a refund or remedy that a customer is legally entitled to receive.

5. Change-of-Mind Requests

If you no longer want a product after placing an order, you should request cancellation as soon as possible.

Whether cancellation is possible may depend on whether the seller has accepted the order, prepared the product, dispatched it, or completed delivery.

For delivered products, change-of-mind returns may be subject to the applicable Return Policy, product condition, timing, and any lawful exceptions.

Any cancellation charges or deductions must be disclosed where required, be reasonable where applicable, and comply with Nigerian law. Statutory refund rights will not be overridden by a general no-refund statement.

6. Non-Returnable or Special-Condition Products

Certain products may require special return or refund conditions because of their nature, hygiene requirements, customisation, perishability, digital delivery, or other relevant considerations.

Where such conditions apply, they should be clearly disclosed before purchase.

A product will not automatically become ineligible for a refund simply because it belongs to a particular category. Defective, unsafe, misdescribed, or otherwise legally non-compliant products will be assessed according to the customer's applicable rights.

7. Refund Request Timeframes

Customers should report problems as soon as reasonably possible after discovering them.

For operational purposes, Kasumart may establish request windows for different issue types, such as damaged products, incorrect items, missing items, or delivery problems. Any applicable window must be communicated clearly and must not unlawfully shorten a customer's statutory rights.

When submitting a request, include:

Your order number.
The product concerned.
A description of the issue.
The date the issue occurred or was discovered.
Relevant photographs, videos, receipts, or other supporting information, where appropriate.

If you cannot provide a particular form of evidence, explain why. We will assess the available information fairly.

8. How to Request a Refund

To request a refund:

Sign in to your Kasumart account.
Open your order history and select the relevant order, if this feature is available.
Select the available return, cancellation, or refund option.
Explain the reason for your request.
Attach relevant supporting evidence, where available.
Submit the request and retain your reference number.

If the relevant feature is unavailable, contact Kasumart Customer Support through the official support channels listed on our website.

Submitting a request does not automatically mean that the refund has been approved. We will review the request and communicate the outcome.

9. Refund Review and Investigation

Kasumart may review the order, payment record, product listing, seller response, delivery records, and evidence supplied by the customer.

We may ask the seller or delivery provider for additional information where reasonably necessary.

We aim to handle requests fairly and without unnecessary delay. If additional investigation is required, we may notify you that the review is ongoing.

A seller's failure to respond will not, by itself, remove a customer's rights under applicable law.

10. Returns and Product Inspection

Depending on the issue and applicable law, we may ask you to return a product before a refund is completed.

Where a return is required, we will provide relevant instructions, including the appropriate return destination and any applicable arrangements for collection or shipping.

Customers should retain the product, packaging, accessories, and proof of purchase where reasonably possible until the matter is resolved.

We may inspect a returned product to verify the reported issue. Such inspection will not be used to impose conditions that unlawfully restrict a customer's rights.

11. Return Shipping Costs

Responsibility for return shipping costs depends on the reason for the return, the applicable terms, and the requirements of Nigerian law.

Where a return is required because the product is defective, incorrect, damaged on arrival, materially misdescribed, or otherwise subject to a legally required remedy, we will assess the appropriate allocation of costs in accordance with applicable law.

Where a return is solely for a permitted change of mind, the customer may be responsible for reasonable return costs if this was properly disclosed and is lawful.

No return charge or deduction will be applied where doing so would unlawfully deprive a customer of a refund or other statutory remedy.

12. Refund Methods

Approved refunds will generally be issued through the original payment method where the payment provider and transaction arrangements support this.

Depending on the original transaction, the refund may be processed through:

The original bank card.
The bank account or transfer route used for payment, where supported.
The applicable payment service provider.
Another mutually agreed and lawful method.

Kasumart may request reasonable information to verify the transaction and prevent fraudulent refund requests.

We will not require customers to disclose their passwords, OTPs, PINs, or other authentication secrets to receive a refund.

13. Refund Processing Time

Once a refund is approved, Kasumart will initiate the applicable refund process within a reasonable period and in accordance with any legal requirements that apply.

The time required for the funds to appear in your account may depend on your bank, card issuer, payment provider, or other financial institution.

Where a third party controls the final settlement, Kasumart may not be able to determine the exact time at which the funds will become available.

If an approved refund has not appeared within the timeframe communicated to you, contact our support team with the order number and refund reference, if available.

Any stated processing estimate is not a waiver of a legal deadline or a customer's right to an appropriate remedy.

14. Partial Refunds

A partial refund may be appropriate where only part of an order is affected, only some items are missing or defective, or the circumstances otherwise justify a partial remedy under applicable law.

Any partial refund will be assessed based on the affected items, amounts paid, delivery charges, and relevant circumstances.

We will explain the basis for a partial refund where reasonably necessary.

15. Delivery Fees, Discounts, and Promotional Offers

The treatment of delivery fees, discounts, vouchers, and promotional benefits will depend on the circumstances of the refund and applicable law.

Where an entire order is cancelled or refunded because of seller non-fulfilment, a defective or misdescribed product, or another reason that requires a broader refund, we will assess the appropriate treatment of delivery charges and other amounts paid.

Where only part of an order is refunded, delivery fees and promotional discounts may be allocated appropriately, provided the calculation is transparent and lawful.

We will not apply deductions or reverse promotional benefits in a way that unlawfully reduces a customer's refund entitlement.

16. Orders Containing Products From Multiple Sellers

Kasumart allows customers to purchase products from multiple independent sellers.

Where an order contains products from different sellers, a refund request may apply to:

A single product.
Several products from one seller.
Products from multiple sellers.
An entire order.

Each affected product or seller transaction may be reviewed separately where necessary.

A dispute involving one seller will not automatically invalidate a customer's eligible refund claim involving another seller.

17. Failed, Pending, or Unsuccessful Payments

If a payment fails but money appears to have been deducted from your account, contact your bank or payment provider and notify Kasumart where appropriate.

We will review the available transaction records and work with the relevant provider where necessary.

Some unsuccessful transactions may be reversed automatically by the payment provider. The timing of such reversals depends on the provider and financial institution.

Please do not make repeated payments for the same order without first checking its payment status.

18. Refunds for Cash-on-Delivery Orders

Where cash on delivery is available, refund arrangements may differ from those for prepaid orders.

If you paid cash to a seller or delivery representative, we may need to verify the payment and delivery records before approving a refund.

Any approved refund will be arranged through a method agreed upon with the customer and supported by the marketplace's operational arrangements, subject to applicable law.

19. Fraudulent or Abusive Refund Claims

Kasumart may investigate suspected fraudulent, duplicate, manipulated, or abusive refund claims.

Where there is credible evidence of fraud, we may request further verification, preserve relevant records, restrict refund functionality, or take appropriate action under our Terms and Conditions.

Any restriction or refusal will be based on the relevant facts and applicable law. A customer will not be denied a legitimate refund solely because the customer has previously made a valid refund request.

20. Seller Responsibilities

Sellers using Kasumart are expected to:

Provide accurate product descriptions and pricing.
Fulfil accepted orders appropriately.
Cooperate with reasonable refund investigations.
Respond to product-quality and fulfilment complaints.
Follow applicable return and refund requirements.
Avoid misleading customers about their rights.
Provide relevant evidence when responding to disputes.

Kasumart may take appropriate action against sellers who repeatedly fail to meet marketplace requirements.

21. Disputes and Escalation

If you disagree with a refund decision, you may request a review through our official customer support channels.

Please provide your order number, the original decision, and any additional information relevant to the dispute.

We will review the matter and communicate our decision or the next steps.

Where a complaint cannot be resolved directly, you may pursue any other remedies available under applicable law, including contacting the Federal Competition and Consumer Protection Commission (FCCPC).

Official website: https://fccpc.gov.ng/

Nothing in this Policy prevents you from exercising any lawful right to seek redress.

22. Marketplace Role

Kasumart facilitates transactions between customers and independent sellers. Depending on the transaction, a seller, payment provider, courier, or other service provider may perform parts of the sales, payment, or delivery process.

However, the marketplace's role does not remove any duty or liability that Kasumart or another party has under applicable law.

Kasumart may assist with refund requests, dispute resolution, payment verification, and communication between customers and sellers in accordance with our policies and legal obligations.

23. Policy Changes

We may update this Refund Policy to reflect changes in our services, payment arrangements, delivery processes, or legal obligations.

The revised Policy will be published on Kasumart.ng with an updated revision date.

Where required by law, we will provide additional notice before implementing relevant changes.

The version applicable to a transaction will be determined in accordance with applicable law and the relevant transaction terms.

24. Contact Us

For refund requests or questions about this Policy, contact:

Kasumart Customer Support

Website: https://kasumart.ng
Support Email: [email protected]
Business Address: Kano State, Nigeria
Legal Entity: Kasumart Ltd

Please include your order number and a clear description of the issue so that we can direct your request to the appropriate team.

Kasumart.ng — Connecting Buyers and Sellers.

This Refund Policy is intended to support fair transactions and transparent dispute resolution. It should be read alongside the Terms and Conditions, Privacy Policy, Return Policy, and Seller Agreement.

Refund policy