Return Policy

1. Inspection window

Inspect your parcel on delivery and report any problem through the Platform within 48 hours of delivery (or within 48 hours of the carrier's recorded delivery time), with clear photographs of the item, the packaging and the shipping label.

Claims raised after 7 days from delivery will not be accepted except where the destination country's mandatory consumer law provides otherwise.

2. Items eligible for return

A return may be approved where: the wrong item was delivered; the item is materially different from the accepted quote; the item was substituted contrary to your stated substitution preference; the item arrived damaged, defective or expired; or the quantity delivered is short.

The item must be unused, in its original packaging where practicable, and accompanied by the Shopper's receipt reference.

3. Items that cannot be returned

Perishable foodstuffs, frozen or chilled goods, fresh produce, opened cosmetics and personal-care items, medicines and supplements, custom-made or personalised items, intimate apparel, and any item marked non-returnable in the quote.

Buyer's remorse (change of mind), incorrect address supplied by the Client, duties or taxes you decline to pay, and delays caused by customs are not grounds for return.

4. How to start a return

Open the Order on your dashboard, use 'Ask admin to review', select the affected items and attach photographs and a short description. Do not dispose of the goods or packaging before the review is concluded.

Kaswana reviews the claim with the Shopper and issues a written outcome, ordinarily within 7 business days.

5. Return logistics and costs

Where the fault lies with the Shopper or the merchant (wrong, damaged, defective, short-shipped or unauthorised substitution), Kaswana arranges the return or disposal and the Client bears no return cost.

Where a return is approved as a goodwill exception and the fault is not the Shopper's, the Client bears return freight, customs and handling charges, which may exceed the value of the goods. In such cases we may offer a partial credit instead of a physical return.

Original international shipping costs are non-refundable except where the entire Order is at fault.

6. Replacements

Where stock is available, a replacement may be re-purchased and shipped in the next available consignment instead of a monetary refund, subject to your written agreement in the dispute thread.

7. Governing law

This Return Policy forms part of our Terms and Conditions and is governed by the laws of the Federal Republic of Nigeria, with disputes resolved as set out in the Terms.