REFUND AND RETURNS POLICY

Effective Date: 1st Nov, 2026
Last Updated: 15th Sept, 2026

Thank you for shopping with TemShop.

At TemShop, we are committed to providing customers with quality products, accurate product information, reliable delivery, and a positive shopping experience.

This Refund and Returns Policy explains when you may return a product, request a replacement, receive a refund, or make a complaint about an order purchased through temshop.com.ng.

This policy applies to purchases made through the TemShop website and any other official TemShop sales channels where this policy is referenced.

Nothing in this policy is intended to remove, restrict, or exclude any consumer right or remedy that cannot lawfully be excluded under applicable Nigerian law.

1. OUR COMMITMENT TO CUSTOMERS

TemShop aims to ensure that products supplied to customers:

Correspond with their descriptions and specifications on the website.
Are supplied in the condition represented at the time of purchase.
Are reasonably suitable for their intended purpose.
Are of acceptable quality and in good working order where applicable.
Are properly packaged for delivery.
Include the applicable accessories, components, manuals, warranties, or other items advertised with the product.

Nigerian consumer-protection law provides protections relating to product quality, safety, suitability and returns. The FCCPC states that consumers have rights concerning the return of certain goods and remedies for defective goods.

2. WHEN CAN I RETURN A PRODUCT?

You may request a return where, for example:

You received a defective or damaged product.
You received the wrong product.
The product is materially different from the description or specification displayed on TemShop.
The product is missing essential components or accessories advertised as included.
The product does not work as reasonably expected when first received.
The product was damaged before or during delivery.
The product is unsuitable for a particular purpose that was specifically communicated to TemShop before purchase and the product was supplied on that basis.
You received a product that you did not have an opportunity to examine before delivery and it materially does not correspond with its description, sample, type, or reasonably expected quality.
A duplicate payment was made for the same order.
TemShop is unable to fulfil an order after payment has been received.

Where applicable, statutory consumer rights will take precedence over any conflicting provision of this policy.

3. RETURN PERIOD

Unless a different return period is specifically stated on the product page, customers should notify TemShop of a return request as soon as reasonably possible after receiving the product.

For operational purposes, TemShop requests that customers submit return requests within 4 calendar days of delivery for issues such as:

Wrong item received;
Visible physical damage;
Missing components;
Incorrect colour, size, model or specification;
Product materially different from the website description; or
Initial functionality problems.

For defective products covered by a manufacturer or supplier warranty, the applicable warranty period may provide a longer remedy period.

Important: The 4-day notification period does not override any statutory consumer rights or warranty rights that apply for longer periods.

The FCCPA provides specific statutory protections for defective goods, including circumstances in which goods may be returned within three months and the consumer may be entitled to repair, replacement or refund.

4. PRODUCTS ELIGIBLE FOR RETURN

A product will generally be eligible for return where the reason for the return is legitimate and the product meets the applicable return conditions.

Depending on the circumstances, returned products should be:

In the condition in which they were received;
Accompanied by the original packaging where reasonably available;
Accompanied by accessories supplied with the product;
Accompanied by manuals, warranty cards or other documentation where applicable;
Accompanied by proof of purchase or order information;
Free from damage caused by misuse, abuse or unauthorized modification.

For products that are defective, damaged or incorrectly supplied, TemShop may accept the return even where the original packaging has been damaged or discarded, subject to the circumstances of the case.

5. WRONG PRODUCT DELIVERED

If you receive a product different from the product you ordered, please contact TemShop as soon as possible.

Examples include:

Different model;
Different storage capacity;
Different colour where colour was part of the order;
Different size;
Different brand;
Different product;
Different quantity from what was purchased.

Where TemShop confirms that the wrong product was supplied, TemShop may arrange:

Option A – Replacement

The incorrect product will be collected and the correct product delivered, subject to availability.

Option B – Refund

Where the correct product is unavailable or a replacement is not appropriate, TemShop may process a refund in accordance with this policy and applicable law.

6. DAMAGED PRODUCTS

Customers should inspect their orders as soon as reasonably possible after delivery.

If a product arrives visibly damaged, please:

Take photographs of the package before opening it where possible.
Take photographs or videos showing the damage.
Keep the original packaging.
Do not unnecessarily use or attempt to repair the product.
Contact TemShop with your order number and evidence of the damage.

Where the damage occurred before delivery or during the delivery process and TemShop determines that the customer is entitled to a remedy, TemShop may arrange a replacement, repair or refund as appropriate.

7. DEFECTIVE PRODUCTS

A defective product is a product that fails to operate properly or does not meet the applicable quality, functionality, safety or performance requirements.

Examples may include:

A laptop that will not power on;
A phone that cannot charge;
A television that does not display properly;
A gadget that does not function as described;
An electronic device with a manufacturing defect;
A product missing an essential component necessary for normal operation.

Where a product is defective, TemShop may, depending on the circumstances:

Repair the product;
Replace the product;
Provide a refund;
Facilitate a manufacturer or supplier warranty claim; or
Provide another appropriate remedy.

The appropriate remedy may depend on the nature of the defect, the product, the applicable warranty, availability of replacement stock and applicable Nigerian law.

8. MANUFACTURER AND SUPPLIER WARRANTIES

Some products sold through TemShop may be supplied with a manufacturer’s or supplier’s warranty.

Where a warranty applies, the warranty terms may specify:

Warranty duration;
Covered defects;
Excluded damage;
Authorized service centres;
Repair procedures;
Replacement conditions;
Required documentation.

TemShop will provide or facilitate the applicable warranty information where it is part of the product offering.

A manufacturer’s or supplier’s warranty does not remove any consumer rights that apply under Nigerian law.

Where appropriate, TemShop may assist the customer in communicating with the relevant supplier, distributor, manufacturer or authorized service centre.

9. CHANGE-OF-MIND RETURNS

TemShop may accept a change-of-mind return for certain products, subject to the product category, condition of the product, return period and any specific conditions displayed before purchase.

A change-of-mind return may include situations where:

You ordered the wrong product;
You no longer require the product;
You changed your preference; or
You purchased the wrong size, colour or model.

However, certain products may not be eligible for change-of-mind returns because of their nature, hygiene considerations, licensing, personalization, activation, software restrictions, consumable status or other legitimate reasons.

Where a product page contains a specific return condition, customers will be informed before completing the purchase.

Change-of-mind returns do not affect statutory rights relating to defective, unsafe, misdescribed or otherwise non-conforming goods.

10. PRODUCTS THAT MAY HAVE SPECIAL RETURN CONDITIONS

Certain categories may have specific return requirements.

These may include:

Electronics and Gadgets

Products should generally be returned with:

Original accessories;
Chargers and cables;
Manuals;
Warranty documentation;
Original packaging where reasonably available.

Software and Digital Products

Where a digital product, software license, activation key, downloadable product or digital service has already been activated, downloaded or substantially used, ordinary change-of-mind refunds may be restricted, subject to applicable law and the terms displayed before purchase.

Personalized Products

Products customized, engraved, configured or specially ordered for a customer may have special return conditions.

Consumable Products

Products intended for consumption or products whose packaging must be broken for use may have special return conditions.

The specific product page or checkout terms may provide additional information.

11. NON-RETURNABLE ITEMS

Subject to statutory consumer rights, certain products may not be eligible for ordinary change-of-mind returns.

These may include:

Personalized or customized products;
Products specifically ordered for a customer;
Activated software licenses;
Downloaded digital products;
Used consumable products;
Products whose sealed packaging has been opened where health, hygiene or safety considerations make return inappropriate;
Products damaged through misuse;
Products modified or repaired without authorization;
Products with missing components caused by the customer;
Products damaged after delivery through improper handling;
Products affected by liquid damage, electrical surge or physical abuse where such damage is attributable to the customer.

These exclusions do not prevent a customer from exercising statutory rights where the product is defective, unsafe, misdescribed or otherwise covered by applicable consumer protection law.

12. CONDITIONS THAT MAY AFFECT A RETURN

TemShop may assess the condition and reason for a returned product before approving the requested remedy.

A return may be affected where:

The product has been deliberately damaged;
The product has been modified;
An unauthorized repair has been attempted;
The product has been subjected to misuse;
Accessories have been intentionally removed;
The serial number or identification markings have been removed or altered;
The customer provides false or misleading information about the condition of the product.

Where a product is defective independently of the customer’s actions, these conditions will not be used to unfairly prevent an otherwise valid remedy.

13. HOW TO REQUEST A RETURN

To request a return, contact TemShop through our official customer service channel.

Please provide:

Full name;
Order number;
Product name;
Date of purchase;
Date of delivery;
Reason for the return;
Photographs or videos where relevant;
Description of the problem;
Preferred remedy where appropriate.

Customers may contact us through:

Website: temshop.com.ng
Email: admin@temshop.com.ng
Phone/WhatsApp: +2347050437541

Please do not send a product back without first receiving return instructions from TemShop, unless otherwise required by law.

14. RETURN AUTHORIZATION

After receiving your request, TemShop may review the information provided and determine the appropriate next step.

Where a physical return is required, TemShop may provide:

A return address;
Collection instructions;
A courier arrangement;
A return authorization/reference number; or
Instructions for returning the product to the relevant supplier or service centre.

Customers should package returned products securely to minimize additional damage during transportation.

15. RETURN SHIPPING COSTS

Where the return is due to an issue attributable to TemShop or the supplied product, such as:

Wrong product;
Defective product;
Materially misdescribed product;
Product damaged before or during delivery; or
Missing essential item,

TemShop will generally arrange or bear reasonable return transportation costs, subject to the circumstances of the case and applicable law.

For approved change-of-mind returns, the customer may be responsible for reasonable return delivery costs where this was disclosed before or at the time of purchase.

TemShop will not use shipping charges to unfairly prevent a customer from exercising a statutory consumer right.

16. INSPECTION OF RETURNED PRODUCTS

Returned products may be inspected by TemShop, its logistics partner, supplier, distributor, manufacturer or authorized service centre where necessary.

The inspection may determine:

Whether the reported defect exists;
Whether the product corresponds with the order;
Whether the product was damaged before delivery;
Whether the product is covered by warranty;
Whether the product has been misused or modified;
Whether repair, replacement or refund is appropriate.

Inspection does not prevent customers from exercising rights available under applicable law.

17. REPLACEMENTS

Where a replacement is approved, TemShop may provide the same product or, where appropriate and agreed with the customer, an equivalent product.

Replacement is subject to product availability.

If the same product is unavailable, TemShop may offer:

An equivalent replacement;
A different product with any applicable price adjustment; or
A refund.

18. REPAIRS

Where a product is repairable and repair is an appropriate remedy, TemShop may arrange repair through:

TemShop;
The original supplier;
The manufacturer;
An authorized service centre; or
Another qualified service provider.

The expected repair period may vary depending on the product, availability of spare parts and the service provider.

Customers will be informed where a significant delay is expected.

19. REFUNDS

Where a refund is approved, the refund will generally be made using the original payment method where reasonably possible.

Depending on the payment method, refunds may be processed through:

Bank transfer;
Payment gateway reversal;
Card refund;
Other appropriate electronic payment methods.

TemShop will communicate the applicable refund process to the customer.

20. REFUND PROCESSING TIME

Once TemShop approves a refund, the refund will be initiated within a reasonable processing period.

The time required for the funds to appear in the customer’s account may depend on:

TemShop’s internal processing;
Payment gateway processing;
Bank processing;
Card issuer processing;
Public holidays or weekends;
Technical or reconciliation requirements.

Where a refund has been initiated but has not yet appeared in the customer’s account, customers may contact TemShop for confirmation or transaction reference information.

21. PARTIAL REFUNDS

A partial refund may be appropriate in certain circumstances, including where:

A customer keeps a product despite an agreed minor defect;
Part of an order cannot be fulfilled;
A product is materially affected but remains usable and the customer agrees to retain it;
A service or order was only partially supplied;
There was an overpayment or duplicate payment.

Any partial refund will be communicated to the customer before it is finalized.

22. CANCELLATION BEFORE DELIVERY

Customers may contact TemShop to request cancellation before an order has been dispatched.

Where cancellation is possible, TemShop will process the cancellation and refund according to the circumstances and applicable law.

Once an order has been dispatched, the request may need to be handled under the return process.

Where the law provides a consumer with a right to cancel or receive a refund, such rights will apply regardless of the stage of the order.

The FCCPC identifies consumer rights relating to cancellation of advance bookings/orders and refunds, subject to applicable conditions.

23. UNFULFILLED ORDERS

If TemShop accepts payment for an order but is unable to fulfil the order, TemShop will notify the customer.

Depending on the circumstances, the customer may be offered:

A replacement product;
An alternative product with any applicable price adjustment; or
A refund.

TemShop will not knowingly retain payment for an order that it cannot fulfil without providing an appropriate remedy.

24. DUPLICATE PAYMENTS

If you accidentally pay for the same order more than once, please contact TemShop immediately.

After verification of the duplicate payment, TemShop will arrange the appropriate refund.

Customers should provide:

Order number;
Payment reference;
Date of payment;
Amount paid; and
Evidence of the duplicate transaction where available.

25. DELIVERY FAILURE

If an order is not delivered within the applicable delivery period, customers should contact TemShop.

TemShop will investigate the delivery status with the relevant logistics provider.

Depending on the circumstances, TemShop may:

Reattempt delivery;
Provide an updated delivery timeline;
Replace the order; or
Process an appropriate refund.

Customers will be notified where an unavoidable delay occurs.

26. PRODUCTS DAMAGED AFTER DELIVERY

TemShop may not be responsible for damage that occurs after successful delivery where the damage results from:

Accidental drops;
Liquid damage;
Electrical surge;
Improper installation;
Unauthorized modification;
Improper storage;
Negligence;
Abuse;
Failure to follow manufacturer instructions; or
Other customer-attributable causes.

However, where a manufacturer warranty or applicable consumer protection law covers the issue, TemShop may assist the customer in pursuing the appropriate remedy.

27. FRAUDULENT OR ABUSIVE RETURN REQUESTS

TemShop reserves the right to investigate suspected fraudulent or abusive return activity.

Examples may include:

Repeated false claims of non-delivery;
Returning a different product;
Returning a product that was not purchased from TemShop;
Deliberate damage to products;
Manipulation or removal of serial numbers;
False claims concerning defects;
Repeated misuse of the return system.

Where fraud or abuse is reasonably suspected, TemShop may investigate the transaction and take appropriate action in accordance with applicable law.

This provision does not affect legitimate consumer rights.

28. MARKETPLACE AND THIRD-PARTY SUPPLIERS

Some products displayed on TemShop may be supplied by third-party business partners, vendors, distributors or manufacturers.

Where applicable, the product listing may identify the relevant supplier or seller.

TemShop may assist customers with returns and complaints involving partner products.

However, certain matters, particularly manufacturer warranties, technical repairs and product-specific claims, may need to be handled by the relevant supplier, distributor or manufacturer.

Where TemShop acts as the seller or contracting party, TemShop will remain responsible for the obligations applicable to its transaction with the customer.

29. PRICE DIFFERENCES AND EXCHANGES

Where an approved exchange involves a product of:

Higher Value

The customer may be required to pay the difference before the replacement is dispatched.

Lower Value

TemShop may refund the difference where applicable.

Any applicable delivery or administrative charges will be communicated before the exchange is completed.

30. SALE, PROMOTIONAL AND DISCOUNTED PRODUCTS

Products purchased during sales, promotions or discount campaigns may have specific return conditions.

Any special conditions will be displayed before or during the purchase process.

Discounted products remain subject to applicable consumer protection rights.

A product cannot be described as defective, used, refurbished or otherwise different from its normal condition without appropriate disclosure.

The FCCPC states that businesses must provide clear and understandable product information and disclose material facts about goods and services.

31. REFUND OF DELIVERY FEES

Where an order is refunded because TemShop supplied the wrong product, a defective product, or otherwise failed to fulfil the order, TemShop will determine the appropriate treatment of delivery charges in accordance with the circumstances and applicable law.

For customer-requested change-of-mind returns, original delivery charges may be non-refundable where this was disclosed before purchase and permitted by applicable law.

32. PROOF OF PURCHASE

Customers should retain:

Order confirmation;
Receipt;
Payment confirmation;
Order number;
Delivery confirmation;
Warranty documentation where applicable.

TemShop may request reasonable evidence of purchase when processing a return or refund.

Where TemShop can independently verify the transaction, lack of a physical receipt will not automatically prevent a legitimate complaint.

33. CUSTOMER RESPONSIBILITIES

Customers are expected to:

Provide accurate delivery information;
Inspect products reasonably promptly after delivery;
Follow product instructions;
Use products according to their intended purpose;
Keep relevant documentation;
Report problems promptly;
Package returned products appropriately;
Provide truthful information when requesting a return or refund.

34. OUR RESPONSIBILITIES

TemShop will:

Provide accurate product information to the best of its knowledge;
Process legitimate return and refund requests fairly;
Communicate relevant return requirements;
Handle customer complaints in a reasonable manner;
Protect customer information in accordance with our Privacy Policy;
Work with suppliers, manufacturers and logistics providers where necessary;
Provide appropriate remedies where TemShop is responsible for a problem with an order.

35. CUSTOMER COMPLAINTS

If you are dissatisfied with a product or our handling of your order, please contact TemShop first.

We encourage customers to give us an opportunity to investigate and resolve the matter.

When submitting a complaint, please provide:

Order number;
Customer name;
Product involved;
Date of purchase;
Description of the complaint;
Evidence such as photographs, videos or payment records where applicable;
The remedy you are requesting.

The FCCPC advises consumers to first engage the provider and, if the matter is not resolved, consumers may then submit a complaint to the FCCPC with relevant transaction evidence.

36. ESCALATION

If a customer believes that a complaint has not been satisfactorily resolved, the customer may pursue any remedy available under applicable Nigerian law, including contacting the appropriate consumer-protection authority.

Nothing in this policy prevents a consumer from exercising a statutory right or remedy.

37. POLICY AND LEGAL COMPLIANCE

This Refund and Returns Policy is intended to operate together with:

TemShop Terms and Conditions;
TemShop Privacy Policy;
Product-specific terms;
Manufacturer warranties;
Supplier warranties;
Applicable Nigerian consumer-protection laws and regulations.

Where any provision of this policy conflicts with a mandatory provision of applicable Nigerian law, the applicable law will prevail.

The Federal Competition and Consumer Protection Act, 2018 is the principal Nigerian statute governing consumer protection and competition matters, and the FCCPC identifies consumer rights relating to information, product quality, returns and remedies.

38. CHANGES TO THIS POLICY

TemShop may update this Refund and Returns Policy from time to time.

Changes may be made to reflect:

Changes in our business operations;
Changes in products or services;
Changes in payment or logistics arrangements;
Changes in applicable laws or regulations;
Improvements to our customer-service processes.

The latest version will be published on the TemShop website.

The “Last Updated” date at the beginning of this policy will indicate when the policy was most recently revised.

39. CONTACT US

If you have questions about this Refund and Returns Policy or want to request a return, please contact us.

TemShop

Website: temshop.com.ng
Email: admin@temshop.com.ng
Phone/WhatsApp: +2347050437541
Business Address: 1, Topmark Street, Ajuwon, Ogun State
Customer Service Hours: Monday-Friday (9am-6pm)

When contacting us about an order, please include your order number so that we can locate your transaction quickly.

QUICK RETURN GUIDE

Situation	Possible Remedy
Wrong product delivered	Replacement or refund
Product arrives damaged	Replacement, repair or refund
Manufacturing defect	Repair, replacement or refund
Product materially different from description	Return and appropriate remedy
Missing advertised accessory	Replacement/accessory or appropriate remedy
TemShop cannot fulfil paid order	Alternative product or refund
Duplicate payment	Refund of duplicate payment
Change of mind	May be accepted depending on product and conditions
Product damaged through customer misuse	May not qualify for ordinary return
Activated/downloaded digital product	Subject to product-specific terms and applicable law
Manufacturer warranty issue	Warranty repair/replacement/refund as applicable

IMPORTANT NOTICE

TemShop’s return policy is designed to provide a clear and fair process for customers while protecting the integrity of our marketplace and our relationships with suppliers and manufacturers.

Nothing in this policy should be interpreted as a waiver of any consumer right that cannot lawfully be waived.

Where Nigerian law provides a customer with a stronger or additional remedy, that legal right will continue to apply.