Returns Policy
Zerrar — Zerrar Technologies Ltd.
Last Updated: May 2026
At a Glance
Return Window
7 days from delivery
How to Start
WhatsApp or storefront
Refund Method
Original payment method
Resolution Time
3–7 business days
1Overview
At Zerrar, we connect buyers with verified Nigerian vendors. We take the quality and accuracy of every transaction seriously. This Returns Policy sets out when and how you can return a product, request a refund, or resolve a dispute — and what protections are in place for you as a buyer.
Zerrar is a marketplace platform. This means that products are sold by independent vendors, not directly by Zerrar. All returns and refunds are handled through communication between you and the vendor, facilitated by Zerrar's platform and support team.
2Return Window
You have 7 days from the date of confirmed delivery to request a return. After 7 days, return requests will not be accepted unless the item has a hidden defect that could not reasonably have been discovered on initial inspection.
The clock starts from the moment your delivery is marked as "Delivered" in the Zerrar system or confirmed by the courier. If there is a dispute about the delivery date, Zerrar will use the courier's tracking data as the authoritative record.
3Eligible Reasons for Return
A return request will be accepted if your item falls into any of the following categories:
Item not as described
The product you received is materially different from the listing — wrong colour, wrong size, wrong specification, or significantly different quality.
Damaged or defective item
The item arrived damaged, broken, or with a manufacturing defect that was not disclosed in the product listing.
Wrong item received
You received a different product from what you ordered.
Counterfeit or fake item
The item is not authentic, when the listing claimed or implied it was a genuine branded product.
Item never arrived
Your order was marked delivered but you did not receive it. This falls under our Buyer Protection Policy.
What is NOT eligible for return
Change of mind
If you simply changed your mind or no longer want the item, this is not eligible for a return unless the vendor has a stated change-of-mind policy on their storefront.
Digital products
Downloaded or accessed digital products (e-books, digital files, vouchers, course access) are non-returnable once delivered.
Perishable goods
Food, fresh produce, and other perishable items cannot be returned.
Personalised or custom-made items
Items made to your specific instructions or personalised with your details are non-returnable unless they arrive damaged or incorrect.
Items damaged by misuse
Items that show signs of misuse, modification, or damage caused by the buyer after delivery.
Intimate or hygiene items
Items such as underwear, swimwear, and personal care products cannot be returned for hygiene reasons, unless they arrived sealed and defective.
4How to Request a Return
Returns can be initiated in two ways:
Via WhatsApp
Message the vendor directly via the WhatsApp button on their storefront. Include your order number, photos of the item, and a clear description of the issue.
Via the Storefront
Click "Request Return" on your order confirmation page or in your order history. Select your reason, attach photos, and submit. The vendor will be notified instantly.
What to include in your return request
- Your order number or reference
- Clear photos or video showing the issue
- A description of what you received vs. what was advertised
- Whether you prefer a refund, replacement, or exchange
5Resolution Process
Once you submit a return request, the following process applies:
Request Submitted
You submit your return request via WhatsApp or the storefront. The vendor is notified immediately.
Vendor Review (48 hours)
The vendor has 48 hours to respond to your request — accept, decline, or ask for more information.
Return Arrangement
If accepted, the vendor will communicate return instructions — whether to return by courier, drop off, or keep the item.
Inspection & Resolution
Once the item is received and inspected by the vendor (if applicable), a refund, replacement, or exchange is processed.
Zerrar Escalation (if needed)
If the vendor fails to respond within 48 hours or if you cannot reach a fair resolution, escalate to Zerrar Support at [email protected].
6Refunds
When a return is approved and processed, refunds are issued to your original payment method:
Bank Transfer / Card
3–5 business days
USSD / Mobile Money
1–3 business days
Pay on Delivery
Refund arranged directly with vendor
Partial Refunds
In some cases, a partial refund may be offered — for example, if only part of an order was affected, or if the item has been partially used. The final refund amount is agreed between the buyer and vendor, with Zerrar mediating if needed.
Delivery Costs
Original delivery costs are generally non-refundable unless the return is due to a vendor error (wrong item, damaged item, or item not as described). Return delivery costs are the responsibility of the vendor if the return is due to vendor error, or the buyer if the return is for other eligible reasons — unless the vendor specifies otherwise.
7Replacement & Exchange
Instead of a refund, you may request a replacement (the same item sent again) or an exchange (a different item of equal or greater value). These options are available if the vendor has the item in stock and both parties agree. If the vendor does not have a replacement in stock, a full refund will be issued.
8Vendor Responsibilities
All vendors on Zerrar agree to our Vendor Terms, which include the following return obligations:
- Respond to all return requests within 48 hours.
- Not decline valid return requests without a reasonable explanation.
- Process approved refunds within 3 business days of receiving the returned item.
- Accurately describe all products in listings to prevent avoidable returns.
- Not retaliate against buyers for submitting return requests.
9Escalating to Zerrar Support
If you are unable to resolve your return request with the vendor within 5 business days, you can escalate to Zerrar Support. We will review the evidence from both sides and make a binding decision within 5 additional business days.
To escalate, email us at [email protected] with:
- Your full name and order number
- Screenshots of your communication with the vendor
- Photos or video evidence of the issue
- A summary of the outcome you are seeking
10Contact Us
For any questions about returns, refunds, or disputes: