Paylesa Returns & Refunds Policy

Effective date: 27 July 2026 1. SCOPE This Policy applies to products ordered through the Paylesa marketplace. It explains the platform's current return-request window, eligible reasons, evidence, item drop-off, case review, and refund process. It does not remove any consumer right that cannot lawfully be excluded. 2. RETURN-REQUEST WINDOW Inspect your item promptly after delivery. The current platform return-request window is 24 hours from the recorded delivery time. Submit the request through the order's Resolution Center before the countdown expires. Starting a support chat without submitting the in-app request does not stop the deadline unless Paylesa confirms otherwise. Where mandatory law gives you a right that applies beyond the platform window, contact Support with the order number and basis of the request. 3. ELIGIBLE REASONS The current Resolution Center accepts: Wrong item delivered. Item damaged during shipping. Item or included parts are incomplete. Item is fake, counterfeit, or materially not as described. Change of mind, preference, size or fit selection, delayed delivery alone, or ordinary wear is not currently accepted through the standard automated return flow, unless required by law or expressly offered by the vendor. A product-specific warranty may provide additional rights. 4. SUBMITTING A REQUEST Choose the accurate reason, describe the problem, and upload the evidence requested by the app. Evidence may include a clear video, photographs, packaging, label, serial number, accessories, and proof of the condition received. Keep the product and all packaging until the case is closed. False, altered, unrelated, or reused evidence may result in rejection and account review. 5. CASE REVIEW Paylesa may review customer evidence, vendor evidence, logistics records, listing information, policy, service-level breaches, and other relevant records. The vendor may be invited to respond. Paylesa may request additional information or arrange inspection. Possible outcomes include approval of a return, refund without physical return where appropriate, replacement where available and agreed, partial remedy where lawful and accepted, rejection with reasons, or escalation for further review. 6. APPROVED RETURN DROP-OFF If a physical return is approved, follow the waybill and drop-off instructions shown in the Resolution Center. The current canonical customer drop-off period is 48 hours from the waiting-for-drop-off status, unless the case displays a different deadline. Return the same item in the condition received, together with its packaging, accessories, gifts, manuals, and identifiers. Failure to meet the displayed deadline may automatically cancel the return unless Paylesa grants an extension or applicable law requires otherwise. 7. RETURN SHIPPING AND RESPONSIBILITY The app will show any applicable return logistics charge and who is responsible for it. Responsibility may depend on the verified reason, case outcome, vendor fault, customer conduct, logistics records, or legal requirement. Paylesa will not impose a charge that is prohibited by applicable consumer law. 8. REFUNDS After an approved outcome and any required return or inspection, Paylesa will initiate the refund to the method or destination supported by the case flow, which may include refund balance, original payment channel, or verified bank account. Paylesa notifications generally estimate 3–5 business days after initiation, but the final credit time may depend on Paystack, the customer's bank, card scheme, weekends, public holidays, reconciliation, and compliance checks. A refund marked initiated is not necessarily the same as funds credited by the bank. Original delivery fees, return shipping, discounts, and promotional benefits are handled according to the case outcome and applicable law. A used spin or discount is not automatically convertible to cash. 9. NON-RETURNABLE OR RESTRICTED ITEMS For hygiene, safety, digital, customised, perishable, sealed, intimate, or regulated products, return may be restricted after opening unless the item is defective, wrong, damaged, fake, incomplete, or return is otherwise required by law. Product-specific restrictions must be disclosed on the listing where applicable. 10. CANCELLATIONS, CHARGEBACKS, AND ABUSE Order cancellation before shipment is separate from a post-delivery return and depends on the order status. Do not pursue a duplicate refund through Paylesa and a bank chargeback without disclosing both processes. Paylesa may pause a refund while a duplicate claim or fraud concern is investigated. Return abuse includes item substitution, empty-package return, deliberate damage, false non-delivery, altered evidence, or repeated bad-faith claims. Confirmed abuse may lead to claim denial, account restriction, recovery action, or referral to authorities. 11. CONTACT Open the Resolution Center from the affected order for the fastest handling. For accessibility issues or a legally protected claim that cannot be submitted in-app, contact support@paylesa.com with your order number.