Refund Policy

This page covers two things: refunds for orders you place with a store, and refunds of the fees sellers pay us.

Orders from a store

Each store sets its own refund and returns policy, shown on a “Refunds” link at the bottom of the store. To ask for a refund, contact the seller using the details on their store and include your order number.

Payments go to the seller’s own Paystack account, so the seller issues the refund, not HASTECH Commerce. If a seller doesn’t reply within 7 days, tell us and we will follow up with them. A seller who repeatedly ignores valid refund requests can have their store suspended.

Default seller policy

If a store hasn’t published its own policy, this one applies:

• You can cancel an order for a full refund any time before the seller marks it as ready or dispatched.
• If an item arrives damaged, faulty, or not as described, contact the seller within 7 days of receiving it. The seller will replace it or refund you in full, including any delivery fee.
• Unused physical items in their original condition can be returned within 7 days of delivery. You may need to pay to send them back unless the item was faulty.
• Food, made-to-order and personalised items can't be returned unless they were faulty or not as ordered.
• Digital downloads can't be returned once downloaded, unless the file is faulty or not as described.
• Services can be cancelled for a full refund at least 24 hours before the booked time.
• Approved refunds go back to the original payment method (MoMo or card) through Paystack, usually within 5 to 10 working days.

If a seller hasn’t shown the information the Electronic Transactions Act, 2008 (Act 772) requires, such as their address or this policy, you may cancel within 14 days and are entitled to a refund within 30 days of cancelling.

Platform fees paid by sellers

• Monthly plan: if you ask within 7 days of paying and haven’t received a paid order during that month, we refund the fee in full. After that, the month is not refundable, but you can choose not to renew.
• Commission: if you refund a customer in full for an order, the commission on that order is removed or refunded. Ask us from the contact form with the order number.
• Charged in error: any duplicate or incorrect charge is refunded in full.
• Sponsored placements: weeks that haven't started yet are refunded in full on request. Once a week has started it isn't refundable, unless we suspend or remove the promotion ourselves, in which case unused days are refunded.

Fee refunds go back to the payment method you used through Paystack, usually within 5 to 10 working days. Paystack’s own processing fees on the original payment may not be returned by Paystack.