Effective Date: January 1, 2025
Last Updated: January 1, 2025

At BaaWA Accessories, your satisfaction is our top priority. As a proudly Nigerian-owned business, we understand that building trust with our customers requires standing behind every product we sell. This Return & Refund Policy complies with the Federal Competition and Consumer Protection Act (FCCPA) 2018 and demonstrates our commitment to fair, transparent business practices.

Our Commitment to Nigerian Customers

We believe every Nigerian deserves confidence when shopping for fashion accessories. Whether you visit our physical showroom in Abeokuta or order via WhatsApp, we guarantee that your experience with BaaWA will meet the highest standards of quality and service.

🏢 Physical Store: Abeokuta, Ogun State
💬 WhatsApp: +234-806-260-5012
📧 Email: support@baawa.ng
🌍 Service Area: All 36 Nigerian States + FCT

What You Can Return

✅ Eligible for Return & Full Refund

  • Product Quality Issues: Items that don’t match our advertised quality standards
  • Incorrect Items: When you receive a different product than ordered
  • Damaged During Delivery: Items damaged during shipping (with delivery photos)
  • Defective Products: Manufacturing defects discovered within 7 days
  • Significantly Different from Description: Major discrepancies from website/WhatsApp descriptions
  • Non-Delivery After Payment: Full refund if item not delivered within promised timeframe

⚠️ Special Conditions (Partial Refund/Exchange Only)

  • Change of Mind: 70% refund if item is in perfect, unworn condition (within 48 hours)
  • Size Issues: Free exchange within Nigeria or 80% refund (customer covers return shipping)
  • Style Preference: Exchange for store credit or 75% refund (within 72 hours)

❌ Non-Returnable Items

  • Worn Items: Products showing signs of wear, unless defective
  • Customized/Personalized Items: Items modified per customer specifications
  • Late Returns: Items returned after our specified timeframes
  • Items Without Original Packaging: Products must include original packaging and accessories
  • Hygiene Items: Earrings and other items that cannot be resold for health reasons

Return Process – Nigerian Style (WhatsApp First!)

Step 1: Contact Us Within 7 Days 📱

WhatsApp us immediately at +234-806-260-5012 with:

  • Your order number or payment reference
  • Clear photos of the item and any issues
  • Brief description of the problem
  • Your preferred solution (refund, exchange, or store credit)

Step 2: We Assess Your Request (Within 24 Hours) ⏰

Our Nigerian customer service team will:

  • Review your photos and concerns
  • Verify your order details
  • Provide immediate response via WhatsApp
  • Offer the best solution for your situation

Step 3: Return Authorization & Instructions 📦

Once approved, we’ll provide:

  • Return Authorization Number
  • Return shipping address (or pickup arrangement)
  • Prepaid return label (for eligible returns within Lagos/Abuja)
  • Packaging instructions to ensure safe return

Step 4: Send Your Item Back 🚚

  • Lagos/Abuja: Free pickup within 24-48 hours
  • Other States: Courier service or drop-off at authorized locations
  • Abeokuta Customers: Return directly to our physical store
  • Package Securely: Use original packaging with Return Authorization Number

Refund Process & Timelines

How You’ll Receive Your Refund 💰

  • Bank Transfer (Preferred): Direct deposit to your Nigerian bank account
  • Mobile Money: MTN, Airtel, or 9Mobile wallet refund
  • Store Credit: Immediate credit for future purchases (with 10% bonus)
  • Original Payment Method: Refund via your original payment method when possible

Refund Timeline ⏱️

  • Item Receipt to Inspection: 1-2 business days
  • Approval to Bank Transfer: 2-3 business days
  • Bank Processing Time: 1-3 business days (depends on your bank)
  • Total Timeline: 5-7 business days from when we receive your return
  • Status Updates: WhatsApp notifications at every step

Exchange Policy

Free Exchanges ✅

  • Wrong Size: Different size of same product
  • Color Preference: Different color of same model (if available)
  • Our Error: When we send wrong item
  • Defective Items: Replacement with new, perfect item

Exchange Process

  1. WhatsApp us with exchange request and photos
  2. Confirm availability of preferred item
  3. Simultaneous shipping: We send new item while you return original
  4. No waiting period: Immediate exchange processing for eligible items

Special Nigerian Considerations

Addressing Challenges 📍

We understand Nigerian addressing can be complex:

  • Returns can be sent to our Abeokuta store address
  • Lagos/Abuja pickup service available
  • Partner with trusted logistics companies familiar with Nigerian locations
  • WhatsApp coordination for pickup/delivery timing

Payment Method Considerations 💳

  • Bank Transfer Customers: Fastest refund processing
  • Mobile Money Users: Instant wallet refunds available
  • Card Payments: 5-10 business days for bank processing
  • Corporate Customers: Invoice adjustments available

Quality Guarantee

Our Promise to You 🤝

  • Authentic Quality: Every product meets our strict quality standards
  • Accurate Descriptions: What you see online matches what you receive
  • Proper Packaging: Secure shipping to prevent damage
  • Customer Service Excellence: Personal attention to every inquiry

Beyond Returns – Customer Care 💝

  • Styling Advice: Help choosing the right accessories for your needs
  • Care Instructions: Maintain your accessories for longer life
  • Warranty Support: Assistance with any product issues
  • Future Shopping: Personal recommendations based on your preferences

Refund Amounts & Fees

Full Refund Situations (100%)

  • Defective or damaged products
  • Wrong items sent
  • Non-delivery after payment
  • Significant quality discrepancies

Partial Refund Situations

  • Change of Mind: 70% refund (30% restocking fee)
  • Size Issues: 80% refund (20% covers return shipping)
  • Style Preference: 75% refund (25% restocking fee)

Return Shipping Costs

  • Our Error: We cover all return shipping costs
  • Product Issues: We provide prepaid return labels
  • Customer Preference: Customer covers return shipping (₦1,500-3,500 depending on location)
  • Lagos/Abuja: Free pickup service for all eligible returns

Customer Rights Under Nigerian Law

Under the Federal Competition and Consumer Protection Act (FCCPA) 2018, you have the right to:

  • Fair Treatment: Honest, transparent business dealings
  • Quality Products: Goods that match descriptions and expectations
  • Timely Service: Reasonable response times for complaints
  • Legal Recourse: Appeal to FCCPC if unsatisfied with our resolution

FCCPC Contact Information

If you’re unsatisfied with our resolution:

  • Website: fccpc.gov.ng
  • Email: enquiries@fccpc.gov.ng
  • Phone: +234-805-600-2020
  • WhatsApp: +234-805-600-2020

Prevent Returns – Shop with Confidence

Before Ordering via WhatsApp 📱

  • Ask Questions: Get detailed product information
  • Request Additional Photos: See products from different angles
  • Confirm Sizing: Verify measurements and fit
  • Discuss Expectations: Ensure product meets your needs

Visit Our Physical Store 🏢

  • See Before Buying: Touch and try products in person
  • Expert Assistance: Get personalized styling advice
  • Immediate Satisfaction: Take home your purchases same day
  • Build Relationship: Meet our team and build trust

Contact Us for Returns

Primary Contact Methods

WhatsApp (Fastest Response): +234-806-260-5012
Email: support@baawa.ng
Phone: +234-806-260-5012
Physical Store: BaaWA Accessories, Abeokuta, Ogun State

Customer Service Hours

  • WhatsApp: 8 AM – 8 PM (Monday – Saturday)
  • Email: 24/7 (response within 24 hours)
  • Phone: 9 AM – 6 PM (Monday – Friday)
  • Physical Store: 9 AM – 7 PM (Monday – Saturday)

Special Circumstances

Holiday Periods & Festivals

  • Extended Return Period: 14 days for purchases made during Christmas, Eid, and New Year
  • Gift Returns: Recipients can exchange gifts with gift receipt
  • Wedding Season: Special accommodation for wedding-related purchases

Bulk/Corporate Orders

  • Custom return arrangements for orders above ₦100,000
  • Extended inspection period for corporate gifts
  • Dedicated account manager for large order issues

Policy Updates

We may update this Return & Refund Policy to improve customer experience or comply with new regulations. Changes will be:

  • Posted on our website with effective date
  • Communicated via WhatsApp and email
  • Applied only to purchases made after the change date
  • Explained clearly with customer benefits highlighted

Our Guarantee to You

BaaWA Accessories is committed to making every customer happy. If our standard return policy doesn’t address your specific situation, contact us directly. We believe in building long-term relationships with our customers and will work with you to find a fair solution.

Remember: Our goal is your complete satisfaction. We’d rather have a happy, loyal customer than a returned product. That’s the BaaWA difference – Nigerian service with international quality standards.

This Return & Refund Policy reflects our commitment to customer satisfaction while maintaining fair business practices. We appreciate your trust in BaaWA Accessories and look forward to serving your fashion needs for years to come.

Last Review Date: January 1, 2025
Next Scheduled Review: July 1, 2025