At Nigerian-Made.com, we prioritize trust and security in every transaction. To protect both our buyers and vendors, all payments are processed through Payscrow (our third-party escrow partner). This policy outlines how your funds are handled and the conditions under which refunds are issued.
How does the Escrow process work?
We use a "Secure-to-Release" model via Payscrow to ensure no party is at risk:
- Payment: The buyer pays for the item; funds are held securely by Payscrow, not the vendor.
- Fulfillment: The vendor is notified to ship or deliver the product.
- Inspection Period: Once the buyer receives the item, they have a set window (the "Inspection Period") to verify the order.
- Release: Once the buyer confirms satisfaction, or the inspection period elapses without a dispute, funds are released to the vendor.
When are you eligible for a refund?
A buyer is entitled to a full or partial refund through the escrow system if:
- Non-Delivery: The vendor fails to ship or deliver the product within the agreed timeframe.
- Material Difference: The product received is significantly different from the description, photos, or specifications listed on the Platform.
- Damaged Goods: The product arrives broken or unusable (provided this is reported immediately upon delivery).
- Order Cancellation: The vendor cancels the order before shipment.
What situations are non-refundable?
Refunds will typically not be granted in the following cases:
- Change of Mind: The buyer no longer wants the item despite it matching the description and quality promised.
- Post-Confirmation: The buyer has already clicked "Release Funds" on the Platform interface.
- User Damage: The product was damaged, altered, or used by the buyer after successful delivery
- Late Reporting: A dispute is raised after the Payscrow inspection period of 24 hours has officially closed.
How do you raise a dispute?
If there is an issue with your order, you must act before the funds are released:
- Flag the Transaction: Click the "Dispute" or "Report Issue" button in your order dashboard. This "freezes" the funds in escrow.
- Provide Evidence: You will be required to upload photos, videos, or chat logs to support your claim.
- Mediation: Nigerian-Made.com and Payscrow will review the evidence. We aim to mediate a resolution (e.g., a return for a full refund or a partial refund to keep the item).
- Final Decision: If mediation fails, Payscrow's final dispute resolution protocol (Level 2) will be applied
How long does a refund take?
Once a refund is approved:
- Processing: The request is sent to Payscrow immediately.
- Timeline: Depending on your bank or payment method (Card, Transfer, or USSD), funds typically reflect in your account within 24 hours.
Are there fees involved in refunds?
- Vendor Fault: If the refund is due to vendor error (e.g., wrong item sent), the buyer receives a full refund.
- Buyer Error: If a refund is granted as a gesture of goodwill for a buyer error, transaction or escrow processing fees may be deducted from the final refund amount.
- Any indirect or consequential damages arising from your use of the Platform.
How can you contact us about a refund?
For urgent assistance regarding an active escrow transaction, please contact:
Email: support@nigerian-made.com
Subject: DISPUTE - [Your Order Number]