Refund and Returns Policy

Refund and Returns Policy

1. Our Commitment

ValueKing NG wants customers to receive the products they ordered and to be treated fairly when something goes wrong.

This policy explains how to request an order cancellation, return, replacement or refund for purchases made through valuekingng.com.

Because ValueKing is a multi-vendor marketplace, the seller may be an independent vendor or ValueKing itself. We will help direct your request to the appropriate party and coordinate the process where necessary.

Nothing in this policy limits a consumer’s rights or remedies that cannot lawfully be excluded under Nigerian law.

2. When can I request a return or refund?

You may contact us to request a return, replacement or refund if:

• The product delivered is defective or damaged.
• You receive a different product from the one ordered.
• An item is missing from your order.
• The product materially differs from its description or agreed specifications.
• Your paid order is cancelled or cannot be fulfilled.
• The order has not arrived within the applicable delivery period and the issue remains unresolved.
• Another circumstance gives you a right to a return, refund or other remedy under applicable law or the terms of your purchase.

Requests will be assessed based on the reason for the claim, product condition, order details, evidence supplied and applicable law.

3. Change-of-mind returns

If you simply change your mind, eligibility may depend on the product, the circumstances of the sale, the seller’s disclosed return terms and applicable law.

Where a change-of-mind return is accepted, the product should generally be unused, complete and returned with its original accessories, packaging and proof of purchase where reasonably possible.

Some products may have legitimate restrictions because of hygiene, personalisation, perishability, safety or other specific characteristics, but restrictions apply only to the extent permitted by law. They do not remove any legal remedy for a defective, misdescribed or incorrectly supplied product.

4. Items that are damaged, defective or incorrect

If your product arrives damaged, defective, incomplete or incorrect:

1. Contact us promptly.
2. Provide your order number and explain the problem.
3. Where possible, include clear photos or videos showing the product, packaging and issue.
4. Keep the product and packaging until you receive instructions, unless safety concerns make this inappropriate.
5. Follow the reasonable return, inspection or collection instructions provided by support.

We may contact the seller or delivery provider to investigate. We will communicate the available resolution, which may include repair, replacement, return or refund, depending on the circumstances and applicable law.

5. How to cancel an order

If you need to cancel an order, contact support as soon as possible and include your order number.

Cancellation may be possible before the order is dispatched or otherwise committed to fulfilment. If it has already been dispatched, we will explain the available options.

Cancellation terms and any permitted charges will be communicated clearly and handled in accordance with applicable law. A seller’s inability to fulfil an order does not remove a customer’s entitlement to an appropriate remedy.

6. Products that cannot be returned

Certain categories may have limited return options where permitted by law—for example, some perishable goods, personalised products or sealed hygiene-sensitive products once opened.

Any applicable exclusion should be disclosed clearly before purchase. No category exclusion applies where it would unlawfully remove a consumer’s rights concerning a defective, misdescribed, unsafe or incorrectly supplied product.

7. Return shipping costs

Responsibility for return shipping depends on the reason for the return and applicable law.

Where a return is necessary because the product is defective, damaged, incorrect or materially misdescribed, the customer will not be charged an unlawful fee for exercising an applicable legal remedy.

For an approved change-of-mind return, any customer-paid return shipping or handling fee must be communicated in advance and must be lawful and reasonable.

Please do not send a product to an address that has not been confirmed by ValueKing or the relevant seller.

8. How refunds are processed

Once a refund is approved, we will explain the amount and processing method.

Where practicable and appropriate, refunds will be made through the original payment method. If this is unavailable, we may request the information reasonably necessary to arrange another lawful method.

The time taken for funds to appear depends on the payment provider or bank. We will communicate the status of the refund where information is available.

ValueKing will not ask you to disclose your card PIN, banking password or OTP to process a refund.

9. Partial refunds and missing items

Where only part of an order is affected, the remedy may relate to the affected item or portion of the order, subject to the circumstances and applicable law.

If an item is missing, contact support so we can check the order and delivery records. We will communicate whether the appropriate resolution is delivery of the missing item, a replacement or a refund.

10. Promotional items and bundles

For purchases made using discounts, bundles or promotional offers, any refund will be calculated fairly based on the affected items, the offer terms disclosed at the time of purchase and applicable law.

Promotional terms cannot remove consumer rights that cannot lawfully be excluded.

11. Fraud prevention and disputed claims

We may request reasonable information to verify a return or refund claim, such as an order number, photos or proof of payment. We handle this information in accordance with our Privacy Policy.

Suspected fraud may be investigated, but a request will not be rejected arbitrarily or solely because a customer has exercised a lawful consumer right.

12. How to submit a request

Please contact us using the official details below:

Customer support email: 
Telephone/WhatsApp: 
Business address: 

Include:

• Your order number.
• The item concerned.
• The reason for your request.
• Relevant photos or supporting information, where applicable.
• Your preferred contact method.

We aim to acknowledge enquiries within 3hrs. Complex cases may require additional investigation. We will keep you informed where reasonably possible.

13. Complaints and escalation

If you are dissatisfied with the outcome, ask for the matter to be reviewed by our support or management team.

You may also seek assistance from the appropriate consumer-protection authority or other competent body where applicable.

14. Changes to this policy

We may update this policy to reflect changes in our operations, seller arrangements or legal obligations. The current version and effective date will be published on this page. Changes will not remove rights that have already arisen under applicable law.

15. Contact

For questions about this Refund and Returns Policy, contact ValueKing NG through the official support channels published on our website.