AHIAMA REFUND POLICY

Effective Date: 30 October 2026

At Ahiama, we want you to have a smooth and satisfactory shopping experience. If you receive an incorrect, damaged, defective, incomplete or undelivered order, you may be eligible to request a return or refund in accordance with this Refund Policy.

This policy explains how to request a refund, the conditions that apply, and how long it may take for your refund to reach you.

1. How to Request a Refund

To request a refund, locate the relevant order in your Ahiama account and follow the return or refund instructions provided in the app or website. You may also contact Ahiama Customer Support or the relevant seller for assistance.

All refund requests are subject to review and verification.

2. Refund Processing Conditions

Refunds are processed under the following conditions:

2.1. Advance Refunds

In certain cases, Ahiama may offer an advance refund after you have handed over or dropped off the item for return, without waiting for the returned item to complete inspection.

Eligibility for an advance refund may depend on your order history, the nature of the complaint and other relevant circumstances. Approval is at Ahiama's discretion.

If the item is not returned, or if the returned item fails the required inspection, Ahiama reserves the right to recover the refund amount, including by charging the original payment method where permitted.

2.2. Refunds After Inspection

Where an advance refund is not approved, the refund will be processed after the returned item has been received and inspected.

The refund will be approved once the item has satisfied the applicable return conditions.

2.3. Returned Items That Are Used or Damaged

If a returned item has been used, damaged, altered, is missing parts or accessories, or has lost value due to inadequate packaging during return delivery, Ahiama may reduce the refund amount to reflect the loss in value.

Any reduction will be assessed based on the condition of the item and the circumstances of the return.

2.4. Missing Items or Parts

If an order arrives with an item or component missing, please:

1. Open the relevant order in your Ahiama account.
2. Visit the Support Centre and select Missing Item/Parts, where available.
3. Submit your complaint with the relevant details.
4. Alternatively, contact Ahiama Customer Support or the seller for assistance.

Your complaint will be reviewed, and an appropriate resolution may include a refund or replacement, depending on the circumstances.

2.5. Order Marked as Delivered but Not Received

If your order is marked as delivered but you have not received it, please:

1. Locate the relevant order in your Ahiama account.
2. Visit the Support Centre and select Package Shows Delivered but Not Received, where available.
3. Submit your complaint for investigation.
4. Alternatively, contact Ahiama Customer Support for assistance.

Ahiama may verify the delivery details with the seller or delivery partner before making a final decision.

3. Refund Methods and Options

Depending on the original payment method and the available refund options, you may receive your refund through your Ahiama Account, Ahiama Wallet or the original payment method.

Where available, you may choose to receive your refund as Ahiama Points or Wallet credit instead of having it returned to your original payment method.

Please note the following:

1. Ahiama Wallet refunds: Refunds credited to your Ahiama Wallet are generally processed faster than refunds sent through banks or card providers.
2. Processing time: Wallet refunds are typically credited within 24 hours after approval and processing, subject to the applicable wallet conditions.
3. Reversals: Once a refund has been successfully credited to your Ahiama Wallet, it may not be reversible.
4. Ahiama Points: Ahiama Points do not expire, unless otherwise stated in the applicable promotional terms.
5. Cash redemption: Ahiama Points are generally not directly redeemable for cash. They may be used towards eligible purchases on the Ahiama Marketplace, subject to the applicable conversion and wallet conditions.

For more information, please read our About Wallet & Points policy.

4. Refund Fees and Non-Refundable Charges

Where a return or refund is not due to an error, fault or failure attributable to Ahiama, the seller or the delivery partner, certain charges may not be refundable.

These may include:

1. Original delivery or shipping fees.
2. Import duties or taxes, where applicable.
3. Optional insurance charges.
4. Sign-on-delivery or other additional service fees, where the service has been successfully provided.

Where a refund is due to an error, fault or failure attributable to Ahiama, the seller or the delivery partner, applicable delivery or service charges will be considered as part of the refund review.

Any non-refundable charge will be subject to applicable law and the circumstances of the transaction.

5. Refund Processing Timeline

After Ahiama approves and processes your refund, the time it takes for the money to appear in your account will depend on the refund method and the processing time of the relevant bank, card issuer or payment provider.

The table below provides the estimated timelines.

a.) Original Payment Method b.) Refund Sent To c.)Estimated Time After Ahiama Processes the Refund

Important: These timelines are estimates and may vary depending on your financial institution or payment provider. In some cases, refunds to the original payment method may take longer, potentially up to 30 days.

The time stated in the table begins after Ahiama has successfully processed the refund. It does not include the time required to review and approve your refund request.

6. Seller Complaints and Refund Reviews

If a seller raises a complaint or disputes a refund request while it is being processed, Ahiama may temporarily review the transaction before making a final decision.

Ahiama will investigate the complaint and notify you of the outcome through:

Notifications → Order Update

We aim to communicate the outcome within 3–7 working days from the date Ahiama receives the seller's complaint.

Additional time may be required where further investigation, documentation or verification is necessary.

7. Important Information

1. Submitting a refund request does not automatically guarantee approval.
2. You may be required to provide photographs, videos, delivery information or other supporting evidence.
3. Returned items may be inspected before a refund is approved.
4. Refunds will be processed using an eligible refund method available for the transaction.
5. Ahiama may reject requests that do not satisfy the applicable refund conditions or that involve suspected fraud, misuse or abuse of the refund process.
6. Nothing in this policy limits any rights you may have under applicable Nigerian consumer protection laws.

8. Contact Ahiama

If you have questions about a return, refund or the status of a refund request, please contact our Customer Support team through the Ahiama app or website.

Company: Ahiama Marketplace Limited

Website: https://ahiama.com

Email: support@ahiama.com

We are committed to reviewing refund requests fairly and providing a transparent resolution process for buyers and sellers on the Ahiama Marketplace.