Return & Refund Policy

SHOP PERFECT LIMITED

RETURN & REFUND POLICY

Effective Date: August 2026

At Shop Perfect Limited ("Shop Perfect", "we", "us", or "our"), your satisfaction matters to us. We take care in selecting, packing, and delivering every order. If something is wrong with your purchase, we are here to help.

This Return & Refund Policy explains which products can be returned, how to request a return, and how refunds are handled. It works together with our Terms & Conditions. If there is any conflict between the two, our Terms & Conditions apply.

1. RETURN REQUEST PERIOD

To be eligible for a return, you must notify Shop Perfect within 24 hours of receiving your order. Requests made after this 24-hour period may not be accepted, except where the law gives you a longer period.

2. HOW TO REQUEST A RETURN

You can request a return in any of these ways:

• Click to Chat (recommended): Click the "Chat with Customer Service" button on our website to speak with a support representative. This is the fastest option;
• WhatsApp or Phone: +234 705 229 0147;
• Email: support@shopperfecthq.com.

When you contact us, please include:

• Your order number;
• Your full name;
• Your phone number;
• The items you wish to return;
• The reason for the return; and
• Photos of the product, if it is damaged, incorrect, expired, or defective.

Giving us complete information helps us process your request faster.

3. ELIGIBLE RETURNS

We may approve a return if:

• You received the wrong item;
• The item was damaged during delivery;
• The item is defective or unusable;
• An item is missing from your order;
• The item does not match its product description;
• The item was delivered expired or unfit for use; or
• Shop Perfect decides that another issue qualifies for a return.

All return requests are subject to inspection and approval.

4. CONDITION OF RETURNED ITEMS

Where it applies, returned items should:

• Be unused where possible;
• Stay in their original packaging;
• Include all accessories and labels;
• Not be damaged on purpose; and
• Be returned in the same condition in which they were delivered.

We may reject returns that do not meet these conditions, unless the item was delivered damaged or defective.

5. NON-RETURNABLE AND NON-REFUNDABLE ITEMS

For hygiene, food safety, and health reasons, the following items cannot be returned or refunded, unless they were delivered damaged, defective, expired, or incorrect:

• Fresh produce: fruits, vegetables, fresh herbs, salads;
• Fresh meat and seafood: beef, chicken, fish, turkey, goat meat, seafood, sausage, and similar items;
• Dairy products: milk, cheese, yogurt, butter, cream;
• Frozen foods: frozen meat, frozen seafood, frozen vegetables, ice cream, frozen ready meals;
• Bakery products: bread, cakes, pastries, doughnuts;
• Eggs;
• Baby formula and infant foods;
• Opened beverages;
• Opened personal care products: including cosmetics, skincare, toiletries, and hygiene products;
• Clearance or final sale items: products marked as Final Sale, Clearance, or Non-Returnable.

6. DAMAGED, INCORRECT, MISSING, EXPIRED, OR DEFECTIVE ORDERS

If your order arrives damaged, incorrect, expired, defective, or with missing items, please contact us immediately and within 24 hours of delivery. We may ask for photographs of the affected items and packaging so we can investigate and resolve the issue quickly.

7. RETURN INSPECTION

We inspect every approved return before we process a refund or replacement. We may reject a return where:

• The item was damaged on purpose after delivery;
• The item was used more than needed to identify the issue;
• The return request is fraudulent; or
• The reported issue cannot be verified.

8. RETURN COSTS

Where a return is due to our error or a faulty product (for example, a wrong, damaged, defective, expired, or missing item), we will cover the reasonable cost of the return and may arrange collection. Where a return is not due to our error or a product fault, you may be responsible for the return cost. Any charges that apply when a delivery fails because you were unavailable are covered by our Terms & Conditions.

9. REFUNDS, REPLACEMENTS, AND STORE CREDIT

If we approve your return, we may offer, at our reasonable discretion and in line with your legal rights:

• A refund;
• A replacement of the same or a similar item; or
• Store credit.

We will discuss the option with you where possible. In addition:

• Refunds reflect the actual price you paid, including any discount applied at purchase;
• For a partial return, we refund only the value of the returned items;
• Delivery fees are refundable only where the whole order was faulty or was our error. In other cases, delivery fees are non-refundable once delivery has been attempted.

10. REFUND PROCESS AND TIMING

Once we receive and inspect your returned item, we will tell you the outcome. If your return is approved:

• Refunds are usually processed within 5 to 10 business days;
• Refunds are issued to your original payment method whenever possible; and
• Depending on your bank or payment provider, it may take extra time before the funds appear in your account.

"Business days" means Monday to Friday, not including public holidays.

11. FRAUD AND ABUSE OF RETURNS

We want to help genuine customers. To protect against misuse, we may verify your identity, request more information, decline a return, or refuse future returns where we reasonably suspect fraud or repeated abuse of this policy. A false or fraudulent return claim may be reported to the relevant authorities.

12. LIMITATION OF LIABILITY

To the maximum extent permitted by Nigerian law, our total liability for any return, refund, or related issue will not exceed the value of the affected order. We are not liable for indirect or consequential losses, such as loss of profit or inconvenience.

Nothing in this policy limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for any liability that cannot be limited or excluded under Nigerian law.

13. YOUR CONSUMER RIGHTS

Nothing in this policy removes or reduces any rights you have under Nigerian consumer protection law, including the Federal Competition and Consumer Protection Act. This policy applies in addition to those rights.

14. CHANGES TO THIS POLICY

We may update this Return & Refund Policy at any time. The updated version will be posted on our website and takes effect once published. Please check this page regularly.

15. GOVERNING LAW

This policy is governed by the laws of the Federal Republic of Nigeria. Any dispute will be subject to the jurisdiction of the competent courts of Nigeria.