MINEa Buyer Protection and Resolution Policy

MINEa GENERAL RETURNS, CANCELLATIONS & REFUNDS POLICY

Made In Nigeria Entrepreneur Africa (MINEa)
MINEa Forge Ltd.

Effective Date: [Insert Date]
Last Updated: [Insert Date]
Version: 1.0

1. WELCOME TO MINEa'S RETURNS POLICY

At MINEa, we want you to feel confident when you buy, book, download, hire or engage through our platform.

We know that not every transaction goes exactly as planned. A product may arrive damaged. You may receive the wrong item. A digital product may not work. A service may not be delivered as promised. An experience may be cancelled.

When something goes wrong, you should know exactly what to do.

This policy explains:

When you can request a return.
When you can cancel an order, booking or service.
When you may receive a refund.
When a replacement or repair may be offered instead.
How returns are processed.
Who pays for return delivery.
How digital products are handled.
How services and experiences are handled.
How auction and classified transactions are handled.
What happens when a Seller disputes a return.
How MINEa resolves disagreements.

Our goal is simple:

Buy with confidence. Sell with clarity. Resolve issues fairly.

2. WHO THIS POLICY APPLIES TO

This policy applies to transactions made through MINEa and participating MINEa services, including, where applicable:

MINEa Marketplace.
Her Collection.
His Collection.
Glow Collection.
Crown Collection.
Kids Collection.
Beauty & Wellness.
Home & Living.
Creator Marketplace.
Market Collection.
Services Collection.
Experiences Collection.
Properties Collection.
Classified Ads.
Rare Finds & Exclusive Listings / Auction Exchange.
Other MINEa collections, categories or services introduced in the future.

It applies to:

Physical products.
Digital products.
Downloads.
Services.
Experiences.
Bookings.
Appointments.
Custom products.
Made-to-order products.
Used and refurbished products.
Auction purchases.
Classified transactions.
Other transactions processed through MINEa.

Because these transaction types are different, the way a return, cancellation or refund is handled may differ depending on what you purchased.

3. THE BASIC MINEa RULE

The simplest way to understand our policy is this:

If you received what you ordered, and it is as described, your transaction will normally be considered fulfilled.

If you received something materially different, defective, damaged, incomplete, counterfeit, unsafe or otherwise not as described, you may be entitled to a remedy.

The appropriate remedy may be:

Return.
Replacement.
Repair.
Refund.
Partial refund.
Store credit, where appropriate and agreed.
Re-performance of a service.
Rescheduling.
Cancellation.
Another appropriate resolution.

The remedy depends on the circumstances and the nature of the transaction.

Nothing in this policy is intended to remove any consumer right that cannot legally be excluded.

4. WHAT DOES "RETURN" MEAN?

A return happens when a customer sends a physical product back to the Seller.

A return does not automatically mean that the customer will receive a refund.

The returned product may first need to be inspected to determine whether:

The correct product was returned.
It is in the expected condition.
The reported problem exists.
The product was damaged after delivery.
The product was used beyond what would reasonably be necessary to inspect it.
The product matches the original order.

Once the return has been assessed, MINEa or the Seller will determine the appropriate remedy in accordance with this policy and applicable law.

5. WHAT DOES "CANCELLATION" MEAN?

A cancellation occurs when a customer asks to stop a transaction before it has been completed.

Cancellation rules depend on the transaction.

For example:

A physical product may be cancellable before dispatch.
A customised product may not be cancellable once production has started.
A service appointment may be cancellable before the appointment.
An experience may have a cancellation deadline.
A digital product may be cancellable before access or download.
An auction purchase may become binding once the auction closes.
A property transaction may have its own contractual cancellation terms.

Where applicable law gives a customer a right to cancel, that right will apply regardless of a Seller's ordinary cancellation policy.

The FCCPC recognises consumer rights relating to cancellation of certain advance bookings and orders, subject to applicable conditions.

6. WHAT DOES "REFUND" MEAN?

A refund means returning money paid by a customer for a transaction, or an agreed portion of that amount.

A refund may be:

Full.
Partial.
For the product price only.
For the product and applicable delivery charges.
For a service.
For a booking.
For another amount determined under this policy.

Where a refund is approved, MINEa will normally return the funds using the original payment method where reasonably possible.

The time required for the money to appear in the customer's account may depend on the payment provider or financial institution.

7. WHEN CAN I REQUEST A RETURN OR REFUND?

A customer may request a remedy where, for example:

Physical Products

The wrong product was delivered.
The product is materially different from its description.
The product is defective.
The product arrived damaged.
Parts or accessories are missing.
The product is materially incomplete.
The product is counterfeit or unauthorised.
The product does not match the advertised specification.
The product is unsafe.
The Seller failed to disclose a material condition or defect.
The Seller otherwise failed to meet an applicable obligation.

Digital Products

The digital product is materially different from its description.
The file is corrupt.
The download does not work.
The digital product cannot reasonably be accessed.
The wrong digital product was supplied.
A promised feature or component is materially missing.
The product is materially defective.

Services

The service was not delivered.
The service was materially different from what was advertised.
The service was materially incomplete.
The service was delivered substantially below the agreed standard.
The provider failed to attend without reasonable notice.
The provider materially breached the agreed service terms.

Experiences and Bookings

The experience was cancelled by the provider.
The experience was materially different from the advertised experience.
The provider failed to deliver the booked experience.
The booking cannot be honoured.
The customer is entitled to cancellation under the applicable booking terms.

Classified or Used Products

The item materially differs from the Seller's description.
A material defect was not disclosed.
The item is substantially different from the photographs or stated condition.
The item is counterfeit or unlawfully represented.
The wrong item was supplied.

Auction / Rare Finds & Exclusive Listings

The item is materially different from the auction description.
The item is counterfeit.
The item has a material undisclosed defect.
The Seller cannot provide the item won and paid for.
There is evidence of fraudulent activity.

8. CHANGE-OF-MIND RETURNS

Not every return is automatically a defect claim.

A customer may simply change their mind.

Whether a change-of-mind return is available depends on:

The product category.
The Seller's stated return terms.
The condition of the product.
Whether the product has been used.
Whether the product is customised.
Whether the product is perishable.
Whether the product is digital.
Whether the transaction is a service or booking.
Applicable law.

Where MINEa or the Seller offers a change-of-mind return, the product may need to be returned within the stated period and in an acceptable condition.

Where a legal right to return applies, that right will not be removed by this section.

9. STANDARD RETURN WINDOW FOR PHYSICAL PRODUCTS

Unless a product listing, category-specific policy or applicable law provides a longer or different period, MINEa's standard return request period for eligible physical products is:

7 calendar days from the date the customer receives the product.

Customers should report problems as soon as they are discovered.

For defective, damaged, incorrect, counterfeit or materially misrepresented products, MINEa may accept a claim outside the standard period where the circumstances or applicable law justify doing so.

Some products may have a longer Seller warranty or manufacturer warranty.

A warranty is separate from the standard return window.

10. PRODUCTS THAT MAY HAVE SPECIAL RETURN RULES

Some products require special treatment.

These may include:

Clothing.
Shoes.
Jewellery.
Cosmetics.
Skincare.
Hair products.
Hair extensions and wigs.
Underwear and intimate products.
Baby products.
Food.
Beverages.
Perishable products.
Plants.
Customised products.
Made-to-order products.
Furniture.
Large appliances.
Electronics.
Used goods.
Refurbished goods.
Collectibles.
Artwork.
Digital products.

The product page should tell the customer where a category has special return conditions.

11. CLOTHING, SHOES AND FASHION

For fashion products, customers should check:

Size.
Colour.
Measurements.
Material.
Product photographs.
Seller's size chart.

Where an eligible return is available, the product should normally be:

Unworn.
Unwashed.
Undamaged.
Free from strong odours.
Returned with original tags where applicable.
Returned with accessories or packaging where reasonably required.

However, if the wrong size was supplied by the Seller, the product materially differs from the listing, or there is a defect, the customer's rights under this policy may still apply.

12. BEAUTY, COSMETICS, HAIR AND PERSONAL-CARE PRODUCTS

For hygiene and safety reasons, certain beauty and personal-care products may have restricted return eligibility once opened or used.

This may include:

Cosmetics.
Skincare.
Makeup.
Hair products.
Wigs.
Hair extensions.
Personal-care products.
Hygiene products.

Where a product is defective, counterfeit, unsafe, expired, contaminated or materially different from its description, the customer should contact MINEa immediately.

Customers should not return a product where doing so could create a health or safety risk unless MINEa provides specific instructions.

13. FOOD, BEVERAGES AND PERISHABLE GOODS

Perishable products may have special return rules.

Customers should report:

Spoilage.
Damage.
Contamination.
Incorrect products.
Expired products.
Missing items.
Material quality issues.

as soon as possible after delivery.

Because these products may deteriorate quickly, customers may be asked to provide photographs or other evidence before disposal.

Customers should not return spoiled or unsafe food unless MINEa specifically instructs them to do so.

14. ELECTRONICS AND APPLIANCES

For electronics and appliances, customers should inspect the product promptly after delivery.

Where applicable, returns may require:

Original accessories.
Serial numbers.
Chargers.
Manuals.
Packaging.
Warranty cards.

Products showing damage caused by misuse, accidental damage, unauthorised repair or modification may not qualify for a return under a defect claim.

Manufacturer warranties may provide additional remedies.

15. FURNITURE AND LARGE PRODUCTS

Furniture and large products may have special return procedures because of their size and delivery requirements.

Customers should inspect such products as soon as reasonably possible.

Where the product arrives damaged, customers should:

Photograph the packaging.
Photograph the damaged product.
Keep the packaging where reasonably possible.
Report the issue promptly.

MINEa may arrange collection rather than requiring the customer to return the item independently.

16. USED, SECOND-HAND AND REFURBISHED PRODUCTS

Used, second-hand and refurbished products are eligible for return only according to the conditions stated in the listing, applicable MINEa policy and applicable law.

Sellers must clearly disclose material information about the product's condition.

The FCCPC specifically recognises the importance of disclosure concerning used, second-hand and reconditioned goods.

A customer may still have a valid claim where a material condition or defect was not disclosed.

17. CUSTOMISED AND MADE-TO-ORDER PRODUCTS

Customised and made-to-order products require special treatment because they may have been created specifically for a customer.

Before purchasing, customers should carefully confirm:

Measurements.
Colours.
Names.
Text.
Engravings.
Personalisation.
Design choices.
Quantity.
Materials.

Once production has started, a change-of-mind cancellation may not be available.

However, a customised product may still qualify for a remedy if:

The Seller made the wrong product.
The product does not match the approved specification.
The product is defective.
The Seller materially failed to meet the agreed requirements.

18. DIGITAL PRODUCTS

Digital products are different from physical products because there may be nothing to physically return.

Digital products may include:

E-books.
Templates.
Courses.
Digital artwork.
Graphics.
Music or audio files.
Video files.
Software.
Design files.
Documents.
Digital resources.
Creator Marketplace products.
Other downloadable or electronically delivered products.

19. DIGITAL PRODUCT REFUNDS

Because digital products can often be copied, downloaded or accessed immediately, change-of-mind refunds may be restricted once:

The download has started.
The file has been accessed.
The product has been delivered electronically.
Access credentials have been issued.

However, a customer may still request a remedy where:

The wrong product was supplied.
The file is corrupt.
The download does not work.
The product is materially different from its description.
A promised component is missing.
The Seller supplied an unusable product.
The Seller otherwise materially failed to deliver what was purchased.

MINEa may request evidence such as screenshots, error messages or device information to determine the issue.

20. DIGITAL COURSES AND EDUCATIONAL CONTENT

For digital courses, training programmes and educational content, the applicable remedy may depend on whether the customer has:

Received access.
Started the course.
Downloaded course materials.
Watched substantial content.
Received a certificate.
Used additional resources.

Where a course is technically inaccessible or materially different from what was advertised, MINEa may provide:

Restored access.
Replacement content.
Extended access.
Partial refund.
Full refund.
Another appropriate remedy.

21. SERVICES

Services require a different approach from physical products.

A service may include:

Consulting.
Design.
Photography.
Repairs.
Cleaning.
Professional services.
Digital services.
Beauty services.
Home services.
Business services.
Freelance services.
Technical services.
Other services listed through MINEa.

A service generally cannot be "returned."

Instead, the appropriate remedy may be:

Cancellation.
Rescheduling.
Re-performance.
Correction.
Partial refund.
Full refund.
Credit.
Another agreed remedy.

22. SERVICE CANCELLATIONS

Customers should cancel a service as early as possible.

Unless the service listing provides different terms, a customer should generally be able to request cancellation before the service provider has substantially begun performing the service.

The amount refunded may depend on:

How early the cancellation occurs.
Whether the provider has incurred reasonable non-refundable costs.
Whether work has already started.
Whether the service was customised.
Whether the customer failed to attend.
The agreed service terms.
Applicable law.

Any cancellation charge must be clearly communicated before purchase where required.

23. SERVICE NOT DELIVERED

If a Seller accepts payment but fails to provide the agreed service, the customer may be entitled to a refund or another appropriate remedy.

Examples include:

Provider does not attend.
Provider refuses to perform the agreed service.
Service is cancelled without reasonable notice.
Service provider becomes unavailable.
Provider delivers substantially less than what was purchased.

Where appropriate, MINEa may first offer the customer an opportunity to reschedule.

24. SERVICES THAT ARE POORLY PERFORMED

Where a service has been performed but the customer believes it was materially below the agreed standard, the customer should contact MINEa promptly.

MINEa may review:

The original service description.
Customer requirements.
Communications.
Evidence of work.
Photographs.
Deliverables.
The Seller's response.

Depending on the circumstances, the remedy may include:

Re-performance.
Correction.
Partial refund.
Full refund.
Credit.
Another reasonable remedy.

25. EXPERIENCES, EVENTS AND BOOKINGS

Experiences may include:

Tours.
Events.
Classes.
Entertainment.
Workshops.
Activities.
Travel experiences.
Other bookable experiences.

Each experience should clearly state:

Date.
Time.
Location.
Duration.
Number of participants.
Cancellation conditions.
Rescheduling conditions.
Any age or eligibility requirements.

26. EXPERIENCE CANCELLATIONS

If the provider cancels an experience, the customer will generally be offered:

A full refund;
An alternative date; or
Another appropriate remedy.

If the customer cancels, the refund depends on the cancellation terms disclosed before purchase and applicable law.

Where a customer has a legal cancellation right, that right will apply.

27. EXPERIENCES AFFECTED BY WEATHER OR UNFORESEEN EVENTS

Some experiences depend on:

Weather.
Transportation.
Venue availability.
Public safety.
Government restrictions.
Other circumstances outside the provider's reasonable control.

Where an experience cannot safely or reasonably proceed, the provider may offer:

Rescheduling.
Credit.
Alternative experience.
Refund.

The appropriate remedy will depend on the circumstances and applicable terms.

28. CLASSIFIED ADS

Classified Ads may involve transactions where MINEa provides advertising or marketplace infrastructure but does not necessarily control the underlying transaction in the same way as a standard MINEa Marketplace purchase.

Customers should carefully review:

Product condition.
Seller information.
Location.
Price.
Photographs.
Description.
Ownership information.
Any inspection opportunity.

Where payment is processed through MINEa, applicable MINEa protections may apply.

Where a transaction is completed independently of MINEa, MINEa's ability to provide a refund may be limited.

MINEa may investigate reports of fraud, misrepresentation or prohibited activity regardless of the transaction structure.

29. AUCTIONS AND RARE FINDS & EXCLUSIVE LISTINGS

Auction purchases have special rules.

A bid may become binding according to the applicable auction terms.

Before placing a bid, customers should carefully review:

Product description.
Condition.
Photographs.
Starting price.
Bid increments.
Auction closing time.
Reserve price, where applicable.
Buyer charges.
Delivery arrangements.
Return conditions.

A customer should not assume that an auction purchase has the same cancellation rights as an ordinary retail purchase.

However, an auction item may still be subject to a return or refund where:

The item is materially misrepresented.
The item is counterfeit.
A material defect was concealed.
The Seller cannot supply the item.
The transaction involved fraud.
Applicable law provides a remedy.

30. PROPERTIES

Property listings require special treatment because a property transaction may involve:

A viewing.
Reservation.
Deposit.
Lease.
Purchase.
Rental.
Professional services.
Third-party legal documentation.

MINEa may provide the marketplace or discovery infrastructure without being the owner, landlord, agent, developer or legal representative of the property.

Property transactions may therefore be governed by separate contracts between the parties.

Where a payment is processed through MINEa, any applicable MINEa refund process will be subject to the specific transaction terms.

MINEa strongly recommends that customers conduct appropriate due diligence and obtain independent professional advice before entering into a property transaction.

31. TRANSACTIONS INVOLVING THIRD-PARTY PROVIDERS

Some MINEa services may be fulfilled by third parties, including:

Logistics companies.
Payment providers.
Service providers.
Event providers.
Delivery partners.
Other marketplace partners.

Where a third party is involved, MINEa may coordinate the resolution while applying the relevant transaction and provider terms.

This does not remove any legal responsibility that the Seller or service provider may have toward the customer.

32. HOW TO START A RETURN OR REFUND REQUEST

The easiest way to request a return, cancellation or refund is through your MINEa account.

Step 1 — Open Your Order

Go to your MINEa order history and select the relevant transaction.

Step 2 — Select "Request Return / Refund"

Choose the option that best describes the issue.

Step 3 — Tell Us What Happened

Select or explain the reason.

For example:

Wrong item.
Damaged item.
Defective item.
Not as described.
Missing item.
Item not received.
Digital product problem.
Service not delivered.
Service not as described.
Experience cancelled.
Other.

Step 4 — Provide Evidence

Depending on the issue, we may ask for:

Photographs.
Videos.
Screenshots.
Order information.
Delivery information.
Product packaging.
Service records.
Other relevant evidence.

Step 5 — Submit

MINEa will review the request and may contact the Seller.

33. WHY MINEa MAY REQUEST PHOTOS OR VIDEOS

Evidence helps us resolve disputes fairly.

For example, photographs can help us determine whether:

A product arrived damaged.
The wrong colour was supplied.
An item is missing.
Packaging was damaged.
A product differs from the listing.

For digital products, screenshots may help us identify technical problems.

For services, photographs or other evidence may help establish what was delivered.

Customers should provide truthful evidence.

Submitting fraudulent or manipulated evidence may result in account restrictions.

34. RETURN APPROVAL

For eligible physical-product returns, MINEa may issue a return instruction.

The instruction may include:

Return address.
Collection arrangements.
Return deadline.
Packaging instructions.
Shipping instructions.
Required reference number.

Customers should not send a product to an address obtained independently from the Seller unless MINEa instructs them to do so.

35. RETURN PACKAGING

Customers should return products:

Securely packaged.
With relevant accessories.
With original components where reasonably possible.
With the correct product.
In a condition consistent with the reason for return.

Customers should not include unrelated items in a return package.

36. WHO PAYS FOR RETURN SHIPPING?

The party responsible for return shipping depends on the reason for the return.

Seller-related issue

Where the return results from:

Wrong item.
Defective item.
Material misrepresentation.
Product damage attributable to inadequate Seller packaging.
Counterfeit product.
Missing components.

the Seller will generally be responsible for reasonable return costs, subject to applicable law and MINEa's determination.

Customer change of mind

Where a change-of-mind return is voluntarily offered and the product is otherwise correct and compliant, the customer may be responsible for return costs unless the Seller's policy states otherwise.

MINEa error

Where the problem results from an error attributable to MINEa, MINEa may cover reasonable costs as appropriate.

37. RETURN INSPECTION

Returned products may be inspected before a refund is finalised.

Inspection may verify:

Product identity.
Condition.
Defect.
Damage.
Accessories.
Serial number.
Originality.
Whether the product was materially used.
Whether the return corresponds with the approved request.

Inspection does not prevent a customer from exercising any rights available under applicable law.

38. WHAT IF THE SELLER DISAGREES WITH THE RETURN?

Sometimes the Seller may disagree with a customer's claim.

For example, the Seller may believe:

The product was correctly supplied.
The product was damaged after delivery.
The product was used improperly.
The customer returned a different product.
The product was accurately described.

In these situations, MINEa may review the available evidence.

We may request information from both parties.

Our review may consider:

Listing information.
Photographs.
Messages.
Order records.
Delivery records.
Product specifications.
Return inspection.
Other relevant evidence.

MINEa will seek to apply the policy fairly and consistently.

39. MINEa'S ROLE IN DISPUTE RESOLUTION

MINEa operates the marketplace and may facilitate dispute resolution.

Our role may include:

Gathering evidence.
Communicating with the parties.
Coordinating returns.
Coordinating refunds.
Reviewing transaction records.
Applying marketplace policies.
Taking action against policy violations.

MINEa is not necessarily the manufacturer, Seller, service provider or owner of the products listed on the platform.

Where applicable, the Seller remains responsible for its legal obligations to the customer.

40. REFUND OPTIONS

Depending on the circumstances, an approved refund may be provided as:

Full Refund

The full eligible amount is returned.

Partial Refund

A portion of the purchase price is returned where a partial remedy is appropriate.

Replacement

The original product is replaced with a correct or acceptable product.

Repair

Where appropriate, a defective product may be repaired.

Re-performance

For services, the Seller may be required to perform the service again or correct the work.

Rescheduling

For bookings or experiences, the customer may be offered another date.

Store Credit

Where appropriate and legally permitted, MINEa or the Seller may offer store credit.

A customer will not be forced to accept store credit where applicable law requires a monetary refund.

41. REFUND TIMING

Once a refund has been approved, MINEa will initiate the refund as soon as reasonably practicable.

The actual time for funds to appear may depend on:

Payment method.
Payment provider.
Bank processing.
Card network.
Financial institution.
Transaction verification.

MINEa does not control the processing time of independent financial institutions.

42. DELIVERY FEES

Whether delivery fees are refunded depends on the reason for the return.

Where the Seller is responsible for a material problem with the product, applicable delivery charges may be included in the refund where required by law or appropriate under MINEa's policy.

Where the customer voluntarily returns a correctly supplied product, the original delivery fee may not be refundable unless otherwise stated.

43. PARTIAL RETURNS

Where an order contains multiple products, a customer may be able to return only the affected product.

For example:

An order contains five shirts.

One shirt is the wrong colour.

The customer may not necessarily need to return all five shirts.

MINEa may process the affected item separately.

44. MISSING ITEMS

If an order is missing an item, the customer should report it promptly.

MINEa may investigate:

Order contents.
Packing records.
Dispatch information.
Delivery information.

The appropriate remedy may be:

Missing item shipment.
Partial refund.
Full refund where appropriate.

45. WRONG ITEM RECEIVED

If you receive the wrong product:

Do not use the product.
Take photographs.
Keep the packaging.
Submit a return/refund request.
Follow the return instructions provided by MINEa.

Where the error is confirmed, the customer may receive:

The correct product.
A replacement.
A refund.

46. DAMAGED PRODUCT

If a product arrives damaged:

Please photograph:

The product.
The damaged area.
The packaging.
Shipping labels.
Any visible external damage.

Report the problem as soon as possible.

MINEa may determine whether the damage occurred:

Before dispatch.
During packaging.
During transportation.
After delivery.

The responsible party may be required to bear the applicable cost.

47. PRODUCT NOT AS DESCRIBED

A product may be considered materially not as described where there is a significant difference between the listing and the product supplied.

Examples may include:

Different model.
Different material.
Different size where the wrong size was supplied.
Different quantity.
Materially different condition.
Missing major feature.
Materially different colour where colour is a key characteristic.
Used product advertised as new.
Counterfeit product represented as genuine.

Minor differences that do not materially affect the product may not automatically qualify for a return.

48. PRODUCT SAFETY ISSUES

If you believe a product is unsafe:

Stop using it immediately.

Contact MINEa as soon as possible.

Do not attempt to repair, modify or dispose of the product unless necessary for safety or MINEa instructs you to do so.

MINEa may:

Suspend the listing.
Contact the Seller.
Request evidence.
Initiate a product investigation.
Notify relevant authorities where legally required.
Arrange a recall or other corrective action where appropriate.

The FCCPC continues to emphasise consumer safety and compliance with product standards and labelling requirements.

49. COUNTERFEIT PRODUCTS

MINEa has zero tolerance for counterfeit products.

If you believe a product is counterfeit:

Stop using it where appropriate.
Do not alter or destroy it.
Submit a report through MINEa.
Provide photographs and supporting information.

Where a counterfeit claim is substantiated, MINEa may:

Refund the customer.
Remove the product.
Suspend the Seller.
Terminate the Seller account.
Investigate other listings.
Take legal or regulatory action where appropriate.

50. FRAUDULENT RETURN REQUESTS

Customers must submit honest claims.

Examples of prohibited behaviour include:

Claiming an item was not delivered when it was received.
Returning a different product.
Deliberately damaging a product.
Manipulating photographs.
Making false claims.
Repeatedly abusing the return system.

MINEa may restrict or terminate accounts involved in fraudulent return activity.

51. SELLER ABUSE OF THE RETURN SYSTEM

Sellers must also act honestly.

Sellers must not:

Refuse legitimate returns.
Misrepresent product condition.
Provide false evidence.
Delay legitimate refunds without reason.
Pressure customers to withdraw valid complaints.
Attempt to move disputes outside MINEa to avoid accountability.

Repeated violations may affect Seller standing.

52. NO RETALIATION

A Seller must not punish, threaten, intimidate or discriminate against a customer because the customer:

Requested a return.
Requested a refund.
Submitted a complaint.
Left an honest review.
Reported a safety issue.
Exercised a lawful consumer right.

53. SELLER RESPONSIBILITIES

Every Seller on MINEa is responsible for:

Accurate product or service descriptions.
Product quality.
Product safety.
Proper packaging.
Order fulfilment.
Accurate inventory.
Customer communication.
Applicable warranties.
Regulatory compliance.
Handling legitimate returns.
Providing information required to resolve disputes.

A Seller's own return policy may provide more generous terms than MINEa's standard policy.

A Seller's policy must not unlawfully reduce a customer's rights.

54. SELLER RETURN POLICIES

Sellers may specify additional return conditions for their products or services.

For example, a Seller may offer:

14-day returns.
30-day returns.
Free return shipping.
Exchanges.
Extended warranties.
Satisfaction guarantees.

Where a Seller voluntarily provides a benefit greater than MINEa's standard policy, the Seller must honour that commitment.

Seller-specific terms must be clearly communicated before purchase.

55. WARRANTIES

Some products may come with:

Manufacturer warranty.
Seller warranty.
MINEa protection.
Extended warranty.
Service guarantee.

A warranty may provide rights beyond the standard return period.

Customers should retain:

Receipts.
Order information.
Warranty documents.
Serial numbers.

56. MINEa BUYER PROTECTION

MINEa may provide additional Buyer Protection for eligible transactions.

Where applicable, Buyer Protection may assist when:

The product never arrives.
The wrong product arrives.
The product is materially not as described.
The product is defective.
The transaction involves suspected fraud.

Buyer Protection does not necessarily apply to every category or transaction.

The specific eligibility requirements will be communicated through the relevant MINEa programme.

57. EXCLUSIONS FROM STANDARD RETURNS

The following may have restricted or specialised return rules:

Perishable goods.
Opened hygiene products.
Personal-care products.
Certain cosmetics.
Digital products after access/download.
Customised products.
Made-to-order products.
Certain services after substantial performance.
Certain event or experience bookings.
Auction transactions.
Certain used or collectible items.
Property transactions.
Products specifically identified as non-returnable for lawful reasons.

Important: an item being listed as "non-returnable" does not eliminate a customer's legal rights where the product is defective, unsafe, counterfeit, materially misrepresented or otherwise subject to a mandatory remedy.

58. WHAT HAPPENS IF A SELLER DISAPPEARS?

If a Seller becomes unresponsive or stops operating after receiving an order, MINEa may investigate the transaction.

Depending on the circumstances, MINEa may:

Contact the Seller.
Cancel the transaction.
Arrange a refund.
Escalate the Seller account.
Restrict the Seller.
Take other appropriate action.

Where payment is held or controlled by MINEa or its payment partners, available funds may be handled according to applicable transaction and legal requirements.

59. WHAT IF MINEa MADE THE ERROR?

If an issue is caused by an error attributable to MINEa, we will investigate and take reasonable steps to correct it.

This may include:

Correcting order information.
Reprocessing a transaction.
Coordinating delivery.
Processing an appropriate refund.
Providing another reasonable remedy.

60. PAYMENT REVERSALS AND CHARGEBACKS

A customer should contact MINEa first where possible before initiating a payment dispute.

Where a customer initiates a chargeback or payment reversal, MINEa may:

Investigate the transaction.
Provide evidence to the payment provider.
Suspend related funds where permitted.
Contact the Seller.
Take appropriate action against fraudulent activity.

A chargeback does not prevent MINEa from investigating the underlying transaction.

61. INTERNATIONAL ORDERS

Where MINEa facilitates transactions involving customers or Sellers outside Nigeria, additional rules may apply.

These may include:

Customs requirements.
Import duties.
Export restrictions.
International delivery terms.
Foreign exchange issues.
Local consumer laws.
Tax obligations.

The customer may be responsible for applicable customs duties unless otherwise stated.

Mandatory rights under applicable law will continue to apply.

62. RECORDS OF RETURNS AND REFUNDS

MINEa may maintain records of:

Return requests.
Refund requests.
Evidence submitted.
Seller responses.
Decisions.
Payment records.
Communications.

These records help us:

Resolve disputes.
Detect fraud.
Improve the platform.
Meet legal obligations.
Protect customers and Sellers.

Transaction records are also important for transparency in digital commerce. The FCCPC's current regulatory materials emphasise accessible transaction records and clear consumer information.

63. HOW LONG DOES A RETURN DECISION TAKE?

MINEa aims to review return and refund requests as quickly as reasonably possible.

Straightforward cases may be resolved quickly.

More complex cases may take longer where we need to:

Inspect a product.
Contact the Seller.
Contact a logistics provider.
Review evidence.
Investigate fraud.
Verify payment.
Obtain technical information.

MINEa will provide updates where a case requires additional time.

64. APPEALING A RETURN DECISION

If you disagree with a MINEa return or refund decision, you may request a review.

Your appeal should explain:

Why you disagree.
Any new evidence.
Relevant order information.
Any communication with the Seller.

MINEa may review the case again where new information is provided.

Nothing in the internal appeals process prevents a customer from exercising rights available under applicable law.

65. CONTACTING MINEa

For a return, cancellation or refund:

Step 1: Log into your MINEa account.

Step 2: Open your order.

Step 3: Select Return / Refund / Cancel where available.

Step 4: Follow the instructions.

For issues that cannot be handled through your account:

MINEa Customer Support: [Insert Support Email]
Phone: [Insert Phone Number]
Website: [Insert Website]

For urgent product safety issues:

Subject: URGENT — PRODUCT SAFETY ISSUE

For suspected fraud:

Subject: URGENT — TRANSACTION FRAUD

66. MINEa'S APPROACH TO FAIR RESOLUTION

When resolving a return or refund dispute, MINEa will consider:

What was advertised.
What the customer purchased.
What was actually delivered.
The condition of the product or service.
The Seller's terms.
The customer's evidence.
The Seller's evidence.
Delivery records.
Payment records.
Applicable MINEa policies.
Applicable law.

Our objective is not simply to decide who complains first.

Our objective is to determine what happened and what is a fair and lawful remedy.

67. NOTHING IN THIS POLICY OVERRIDES THE LAW

This policy is intended to make the MINEa return and refund process clear and practical.

It does not remove or reduce any mandatory right or remedy available to a consumer under applicable law.

Where Nigerian law provides a consumer with a right that is more favourable than this policy, the applicable legal right will prevail.

The FCCPC identifies consumer rights concerning returns, cancellations, product quality, safety, accurate information and fair dealing under the Federal Competition and Consumer Protection Act.

68. POLICY UPDATES

MINEa may update this policy from time to time to reflect:

Changes in our services.
New MINEa collections.
New transaction types.
Changes in technology.
Changes in payment systems.
Changes in logistics.
Changes in applicable law.
Regulatory guidance.
Improvements to our customer protection processes.

The latest version will be published on MINEa.

The Last Updated date will indicate when the policy was most recently revised.

69. MINEa'S COMMITMENT

We built MINEa to create a marketplace where entrepreneurs can grow and customers can shop with confidence.

That means our responsibility does not end when the payment is made.

We want the entire customer journey to work:

Discover.

Buy.

Receive.

Use.

Resolve.

If something goes wrong, we want customers and Sellers to know exactly what happens next.

70. THE MINEa RETURN PRINCIPLE

WHAT YOU ORDER SHOULD BE WHAT YOU RECEIVE.

When that happens, everybody wins.

When it doesn't, MINEa will work with the customer and Seller to find a fair, practical and lawful resolution.

MINEa — Building the future of African enterprise.

Buy with confidence. Sell with integrity. Grow with MINEa.

POLICY INFORMATION

Policy Name: MINEa General Returns, Cancellations & Refunds Policy
Owner: MINEa Legal & Customer Protection Department
Approved By: [Insert Approving Officer]
Effective Date: [Insert Date]
Review Cycle: At least annually or when material legal/business changes occur
Version: 1.0

MINEa Forge Ltd.
Made In Nigeria Entrepreneur Africa (MINEa)

www,MINEa,mg

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