Returns & Exchange Policy

1. Vendor Categories

All products on AZIBA fall into one of two vendor categories. Your return and exchange entitlements differ by category and are clearly indicated on every product page and order confirmation.

2. Return Eligibility

2.1 Tier 1 - Ready Stock

Returns are accepted within 14 days of confirmed delivery for the following reasons:

• The item received is defective, damaged, or structurally compromised.
• The item received is materially different from the product listing (wrong colour, wrong style, significant quality discrepancy).
• The incorrect item or size was delivered.
• The customer has changed their mind (subject to store credit terms in Section 4).

2.2 Tier 2 - Custom & Semi-Ready Stock

Because Tier 2 items are produced in small batches or made specifically to order, returns are accepted within 7 days of confirmed delivery and are limited to the following reasons:

• The item is defective or structurally compromised.
• The item is significantly different from the product listing or confirmed design brief.
• The delivered measurements deviate materially from the size selected at checkout.

Important: Change-of-mind returns are not accepted for Tier 2 items. This policy is disclosed at the product page, cart, and checkout stages. AZIBA recommends customers carefully review size guides, product descriptions, and listing photographs before purchasing Tier 2 items.

2.3 Items Not Eligible for Return

The following items are excluded from return eligibility regardless of vendor tier:

• Intimates, swimwear, and pierced jewellery (for hygiene reasons).
• Items that have been worn, washed, altered, or show signs of use beyond fitting.
• Items returned without original tags, packaging, or accessories.
• Items purchased during final sale or marked 'non-returnable' at the time of purchase.
• Gift cards and digital vouchers.

3. Exchange Policy

AZIBA actively encourages exchanges over returns where possible. Exchanges keep your purchase on the platform and ensure you receive the item that best meets your needs.

3.1 Size Exchanges

• Tier 1: Free size exchanges within 14 days of delivery, subject to availability in the vendor's current inventory.
• Tier 2: Free size exchanges within 7 days of delivery. If the item is made-to-order, a size exchange constitutes a remake and will follow the original processing timeline for the new item.
• If the requested size is unavailable, the customer may choose a store credit equivalent to the item value or a full refund (Tier 1 only).

3.2 Product Exchanges (Different Item)

• Available for Tier 1 items within 14 days of delivery.
• The customer initiates an exchange and selects a replacement item of equal or greater value.
• If the replacement item is of greater value, the difference is charged to the original payment method.
• If the replacement item is of lesser value, the difference is issued as AZIBA store credit.
• Product exchanges are not available for Tier 2 items. Tier 2 exchanges are limited to size corrections or remakes for confirmed defects.

3.3 Exchange Process

All exchanges follow the same initiation and inspection process as returns (see Section 5). The original item must be received and inspected by AZIBA before the replacement item is dispatched.

4. Refunds & Store Credit

4.1 Refund Types

4.2 Refund Timeline

• Cash refunds are processed within 5-7 business days of AZIBA confirming receipt and approval of the returned item.
• Store credit is applied to the customer's AZIBA wallet immediately upon approval and has no expiry date.
• Refunds are issued to the original payment method. Card refunds may take an additional 2-5 business days to appear depending on the customer's bank.

4.3 Shipping Cost Refunds

• If the return reason is a vendor or platform fault (defective, wrong item, significantly different), AZIBA refunds the original delivery fee paid.
• If the return reason is change of mind or customer preference, the original delivery fee is not refunded.

5. How to Initiate a Return or Exchange

All returns and exchanges are managed exclusively through AZIBA. Customers should not contact vendors directly regarding returns. The process is as follows:

6. Return Shipping

6.1 Drop-off at AZIBA Pickup Stations

Customers in Lagos may drop returns at any designated AZIBA pickup station. Current station locations are listed in the AZIBA app under Account > Pickup Stations. Drop-off is available seven days a week during station operating hours.

6.2 Scheduled Collection

For customers unable to access a pickup station, AZIBA offers a scheduled collection service within Lagos. Collections can be booked through the app with a minimum of 24 hours' notice. A standard collection fee applies for change-of-mind returns. Collection is provided free of charge for defective or vendor-fault returns.

6.3 Inter-State Returns

For customers outside Lagos, return items should be shipped via a tracked courier service to the AZIBA Lagos returns address provided in the app at the time of initiation. AZIBA will reimburse reasonable shipping costs for confirmed vendor-fault returns upon submission of a receipt. Change-of-mind inter-state return shipping costs are borne by the customer.

6.4 Packaging Requirements

All returned items must be:

• In their original condition - unworn, unaltered, with tags attached.
• Packaged securely to prevent damage in transit.
• Accompanied by the return reference number provided at initiation.

7. Fault Determination

Upon receipt of a returned item, AZIBA's quality gate team makes one of the following fault determinations within 24 hours:

In disputed cases, both the customer and the relevant vendor may be asked to provide additional evidence. AZIBA's decision following a human review is final.

8. Policy Transparency & Disclosure

AZIBA is committed to ensuring customers are never surprised by return limitations. This policy is disclosed at the following touchpoints in the customer journey:

• Product Page: A returns badge displays the applicable policy for each item (e.g., 'Free returns within 14 days' or 'Made to order - final sale unless defective').
• Cart: If a cart contains a mix of Tier 1 and Tier 2 items, a notice highlights the different return eligibilities before checkout.
• Order Confirmation: Each line item in the confirmation email and in-app receipt states its individual return eligibility window and conditions.
• Post-Purchase: The AZIBA app surfaces return windows and deadlines in the order tracking view, with countdown indicators approaching the return deadline.

9. Policy Amendments & Governing Law

AZIBA reserves the right to amend this policy at any time. Customers will be notified of material changes via in-app notification and email with a minimum of 14 days' notice before the amended policy takes effect. The policy applicable to your order is the version in effect on the date your order was placed.

This policy is governed by the laws of the Federal Republic of Nigeria. Any disputes arising from this policy shall be subject to the jurisdiction of Nigerian courts.

For questions about this policy, please contact AZIBA Customer Experience via the app or at [email protected].

Quick Reference Summary

AZIBA | Returns & Exchange Policy | Version 1.0 | Effective Q1 2025

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