Refunds and problems

The short version: The seller is paid only after your parcel arrives. If the parcel does not come, or the item is not what the listing showed, tell us on your order page within 24 hours after delivery. If our team agrees, you get all your money back.

How your money is protected

You pay through Paystack. The seller is paid only after delivery: when you tell us that all is good, or 24 hours after delivery if you report no problem.

Cancel before the parcel leaves

You can cancel on your order page until the parcel leaves the seller. The parcel leaves the seller when the seller gives it to a rider or books a courier.

If you cancel, you get everything back: the items, the delivery fee and the Buyer Protection fee.

If the seller cannot send your order, the seller can cancel it before it leaves. Then your full refund starts at once, with everything back in the same way.

When the parcel arrives

• The seller's rider: you get a 4-digit delivery code by SMS and on your order page. Give it to the rider only when the parcel is in your hands. If you cannot give the code, the seller can confirm the delivery with a photo of the handover.
• A courier: when the courier marks the parcel as delivered, it counts as delivered. You can also tap "I have my parcel" on your order page.

Check your parcel as soon as you have it. You have 24 hours after delivery to tell us about a problem.

Tap "All good", or "I have my parcel", only when the parcel is in your hands and you are happy with it. Each of them pays the seller. After that you cannot report a problem on the order page.

Tell us about a problem

Open your order page and tap "Something is wrong". You can do this while the parcel is on the way, and until 24 hours after delivery.

Tell us what went wrong:

• You did not receive the parcel.
• You got the wrong item.
• The item is not as described.
• The item is damaged or has a hidden defect.
• Something else.

While the parcel is on the way, you can choose only "You did not receive the parcel" or "Something else".

Write what happened and add up to 3 photos. Photos help us decide fairly.

What happens next

The payment to the seller stops while our team checks. A report is not an automatic refund. Our team looks at each report and answers within 24 hours.

Your report starts a conversation on your order page. The seller sees what you wrote and your photos, and can add their side, with words and photos. You can add more words and photos after you send the report. Our team can ask you or the seller for more information. You, the seller and our team see the same conversation.

We look at these things:

• The photos in the listing.
• The seller's photo of the packed parcel.
• Your photos.
• What you and the seller wrote.

Then we decide one of two things: you get a full refund, or the money goes to the seller. If the parcel has not arrived yet, we can also close the report so that the order goes on. Then the seller is paid only after you have the parcel. You see the decision and the reason on your order page.

When you get a refund

• The parcel never arrived.
• You got the wrong item.
• The item is clearly not as the listing described it.
• The item is damaged or has a defect that the listing did not show.

If you paid for an item and it was sold to someone else in the same minute, we refund you in full.

When you do not get a refund

• The listing showed the defect.
• You changed your mind after the parcel left the seller.

How we pay a refund

A refund is always the full amount that you paid.

We send it back through Paystack, to the way you paid. This can take a few days, and sometimes up to 10 working days.

The item after a refund

You do not have to send the item back, and your refund does not wait for it. If the seller wants the item back, they can send a rider to collect it, at their own cost. Hand it over when the rider comes.

After the 24 hours

When 24 hours pass after delivery with no report, the money goes to the seller. You can then no longer send a report from the order page.

You can still write to us at hello@stbrnativ.com. Give your order number, for example KT-0142. It is on your order page.

Nothing in this policy takes away your rights under Nigerian consumer law (the Federal Competition and Consumer Protection Act).

For sellers

If we refund an order because of the seller's fault and a courier was paid, the courier cost is the seller's. We take it from the seller's next payouts. The rules for sellers are in the terms.

More

Read the terms and how we use your details on the privacy page.