YELLOWMAN REFUND POLICY

Effective Date: 21 September 2026

Last Updated: 21 September 2026

This Refund Policy explains when and how customers may request returns, refunds, replacements, repairs or other remedies for products purchased through the Yellowman marketplace.

Yellowman is operated by Yellowman Nigeria Limited ("Yellowman", "we", "us" or "our"). Because Yellowman is a multi-vendor marketplace, some products are supplied by independent Vendors. This Policy therefore applies to purchases made through Yellowman while recognising that Vendors remain responsible for their products and fulfilment obligations, subject to applicable Nigerian law.

This Policy forms part of Yellowman's Terms and Conditions and should be read together with those Terms, the applicable product listing, Vendor policies and Yellowman's Privacy Policy.

1. OUR REFUND COMMITMENT

Yellowman is committed to fair, transparent and lawful handling of returns and refunds.

Where a customer is entitled to a refund under applicable Nigerian law, the applicable product/Vendor policy or the circumstances of the transaction, Yellowman will facilitate the refund process in a reasonable manner.

Nothing in this Policy is intended to remove, restrict or waive any consumer right that cannot lawfully be excluded under Nigerian law.

2. WHEN A REFUND MAY BE AVAILABLE

A refund may be available where:

1. the wrong product was delivered;
2. the product is materially different from its description or sample;
3. the product is defective or unsafe;
4. the product is damaged before delivery;
5. the product does not conform to the agreed specifications;
6. the product is unsuitable for a particular purpose that was communicated to the supplier and the applicable legal requirements for return are met;
7. the customer did not have an opportunity to examine the product before delivery and reasonably rejects it because it does not correspond with the description, sample, type or quality contemplated by the sales agreement;
8. an order is cancelled in circumstances where a refund is required;
9. the Vendor cannot fulfil an accepted order;
10. Yellowman or the Vendor has expressly approved a return or refund under the applicable product policy; or
11. another remedy is required by applicable Nigerian law.

3. RIGHT TO RETURN GOODS

Under the Federal Competition and Consumer Protection Act 2018 (FCCPA), consumers may have rights to return goods in specified circumstances, including where goods are unsuitable for a communicated particular purpose or where goods could not be examined before delivery and do not correspond with the description, sample, type or quality reasonably contemplated in the sales agreement.

Yellowman's return process is intended to support those rights while also allowing reasonable product-specific return conditions where permitted by law.

A product should generally be returned within a reasonable period after delivery and in the condition reasonably required for the applicable remedy. Statutory rights are not removed merely because a Vendor's commercial return window has expired where the law provides a continuing remedy.

4. RETURNABLE PRODUCTS

Where a return is permitted, the customer should, where reasonably practicable, return the product with:

1. the original packaging;
2. all accessories and components;
3. manuals and documentation;
4. warranty cards or certificates, where applicable;
5. tags, labels and seals, where applicable; and
6. other items supplied with the product.

A customer may reasonably inspect a product to determine whether it is suitable. Reasonable inspection does not by itself remove a lawful right to return a product.

5. PRODUCTS THAT MAY HAVE RETURN RESTRICTIONS

Certain products may reasonably be subject to return restrictions because of their nature or applicable law, including:

1. personalised, customised or made-to-order products;
2. perishable goods;
3. opened hygiene or sanitary products where return would create health or safety concerns;
4. sealed software, media or digital products after the applicable seal has been broken or access has commenced, where permitted by law;
5. products that cannot reasonably be resold for health, safety or regulatory reasons;
6. products that have been materially altered, damaged or misused by the customer; and
7. other categories for which applicable law permits a return restriction.

These restrictions do not apply to the extent that they would unlawfully defeat a consumer's mandatory rights, including rights relating to defective, unsafe, misrepresented or non-conforming goods.

6. WRONG, DAMAGED OR DEFECTIVE PRODUCTS

If a customer receives a wrong, materially damaged, defective, unsafe or materially non-conforming product, the customer should contact Yellowman as soon as reasonably practicable.

Customers should, where possible, provide:

1. the order number;
2. photographs or video showing the issue;
3. photographs of the packaging where relevant;
4. a description of the problem;
5. the date the product was received; and
6. any other information reasonably required to investigate the complaint.

Yellowman may ask the Vendor, courier or other relevant party to investigate the issue.

7. CUSTOMER-REQUESTED RETURNS

Where a customer simply changes their mind or no longer requires a product, a return may be accepted where the applicable product/Vendor policy permits it and the product remains in an acceptable condition.

Customer-requested returns may be subject to reasonable conditions disclosed before or at the time of purchase. Such conditions will not override statutory consumer rights.

8. ORDER CANCELLATION

Customers may request cancellation of an order before fulfilment, subject to the status of the order and applicable law.

Where a customer has a lawful right to cancel and receive a refund, Yellowman will facilitate the applicable refund.

Where an order has already been dispatched or delivered, the request may be handled under the return process rather than as a cancellation.

9. HOW TO REQUEST A RETURN OR REFUND

To request a return or refund, customers should use the available Yellowman order-support or customer-service channel and provide the relevant order information.

A request should normally include:

1. order number;
2. customer name and account details;
3. product name;
4. reason for the request;
5. photographs or other supporting evidence where relevant; and
6. preferred remedy, where options are available.

Yellowman may request additional information where reasonably necessary to determine the appropriate remedy.

10. REFUND OPTIONS

Depending on the circumstances, the available remedy may include:

1. full refund;
2. partial refund;
3. replacement;
4. repair under an applicable warranty or lawful remedy;
5. store credit or voucher where the customer agrees to it or where permitted by applicable law; or
6. another remedy appropriate to the circumstances.

Where applicable law requires a monetary refund, Yellowman will not substitute a voucher or store credit in place of the required refund without the customer's agreement.

11. FULL REFUNDS

A full refund may include the consideration paid for the affected product where the customer is legally entitled to a full refund.

Where the applicable law or circumstances require reimbursement of associated delivery or return costs, those costs will be handled accordingly.

Yellowman will not impose a blanket 'no refund' rule that overrides statutory consumer rights.

12. PARTIAL REFUNDS

A partial refund may be appropriate where:

1. only part of a multi-item order is affected;
2. the customer retains a product with an agreed reduction in price;
3. the product has a minor issue that does not justify a full return and the customer agrees to retain it; or
4. another partial remedy is appropriate and lawful.

13. REPLACEMENTS

Where appropriate and available, a customer may receive a replacement rather than a refund.

Replacement products should correspond materially with the product originally ordered unless the customer agrees otherwise.

If a suitable replacement is unavailable, the customer may be offered another lawful remedy, including a refund where applicable.

14. REPAIRS AND WARRANTIES

Some products may be covered by manufacturer or Vendor warranties.

Where a valid warranty applies, Yellowman may coordinate with the Vendor or manufacturer for repair, replacement or another warranty remedy.

A warranty process does not remove statutory consumer rights.

15. RETURN SHIPPING AND COLLECTION

Where the return is required because Yellowman or a Vendor supplied the wrong product, a defective product, an unsafe product, a materially damaged product or a materially misrepresented product, Yellowman will seek to provide an appropriate return or collection arrangement and will not knowingly impose an unreasonable return burden on the customer.

Where a return is requested solely because the customer changed their mind and the return is permitted as a commercial courtesy, applicable return delivery costs may be allocated according to the product/Vendor return policy disclosed to the customer.

Nothing in this section limits a statutory right to reimbursement of costs where such reimbursement is required by law.

16. REFUND PROCESSING

Once a refund is approved, Yellowman will initiate or facilitate the refund using the applicable payment or settlement process.

The time for the funds to appear in the customer's account may depend on the payment method, payment processor, bank, card issuer or other financial institution.

Where the payment was processed through a third-party provider, Yellowman may be dependent on that provider's processing time after Yellowman has initiated the refund.

17. PAYMENT REVERSALS AND CHARGEBACKS

Customers should contact Yellowman first where there is a legitimate order, delivery or refund issue so that the matter can be investigated and resolved.

Customers must not use chargebacks or payment reversals fraudulently or to obtain goods without paying for them.

Yellowman may provide transaction records and relevant evidence to payment providers or financial institutions when investigating disputed transactions.

18. REFUNDS FOR CANCELLED OR UNFULFILLED ORDERS

If an order is cancelled because a product is unavailable, a Vendor cannot fulfil the order, a transaction cannot legally be completed, or another circumstance requires cancellation, Yellowman will facilitate any refund properly due.

If only one product in a multi-Vendor order is cancelled, the refund may apply only to the affected product and any associated amount properly attributable to it.

19. MULTI-VENDOR ORDERS

Because Yellowman is a multi-vendor marketplace, products in one checkout may be supplied by different Vendors.

A return or refund for one Vendor's product does not automatically create a refund for products supplied by other Vendors.

Each affected product may be assessed separately based on its condition, Vendor, delivery status, warranty and applicable law.

20. FRAUDULENT OR ABUSIVE REFUND REQUESTS

Yellowman may investigate refund requests where there is reasonable evidence of fraud, abuse or intentional misuse of the refund process.

Examples may include:

1. submitting false evidence;
2. claiming a product was not delivered when delivery records reasonably show otherwise;
3. returning a different product from the one purchased;
4. returning a product after deliberate damage or misuse;
5. repeatedly abusing promotional or refund systems; or
6. using multiple accounts to obtain improper refunds.

Any action taken will be subject to applicable law and the customer's legitimate statutory rights.

21. PRODUCTS DAMAGED OR ALTERED BY THE CUSTOMER

Where a customer materially damages, alters or misuses a product after delivery, the customer's right to a remedy may be affected to the extent permitted by law.

This does not affect rights arising from defects that existed before delivery or other statutory rights that cannot lawfully be excluded.

22. DIGITAL PRODUCTS AND SERVICES

Digital products, subscriptions, licences and electronically delivered services may be subject to product-specific refund conditions.

Where access, download or use has commenced, refund eligibility may depend on the applicable product terms and Nigerian law.

Nothing in this section excludes a refund or other remedy where the digital product or service is defective, materially misrepresented, not supplied as agreed or otherwise gives rise to a mandatory legal remedy.

23. GIFT PURCHASES

Where a product was purchased as a gift, any refund will normally be processed against the original transaction and payment method unless another lawful arrangement is agreed.

24. PROMOTIONS, DISCOUNTS AND COUPONS

Where a refunded order included a promotional discount, coupon or other incentive, the refund may be calculated based on the actual amount paid for the affected product, subject to the promotional terms and applicable law.

Where a refund results in the customer no longer meeting the conditions of a promotion, Yellowman may adjust the promotion-related benefit to the extent permitted by the disclosed promotion terms and applicable law.

25. REFUNDS WHERE A VENDOR IS UNRESPONSIVE

Yellowman may intervene in a customer complaint where a Vendor fails to respond within a reasonable period or where the circumstances require marketplace intervention.

Yellowman's intervention may include contacting the Vendor, reviewing transaction evidence, coordinating return logistics, facilitating a refund or applying appropriate marketplace measures.

26. CUSTOMER COMPLAINTS

Yellowman aims to resolve refund and return complaints fairly and within a reasonable period having regard to the nature and complexity of the matter.

Customers should first contact Yellowman through the designated support channels.

Customers may retain and provide receipts, order confirmations, payment records, photographs, correspondence and other relevant evidence.

27. CONTACT INFORMATION

For refund, return or customer-service enquiries, please contact:

Yellowman Nigeria Limited

Website: https://yellowman.ng

Email: compliance@yellowman.ng

Customer Support: customercare@yellowman.ng

Telephone/WhatsApp: +234 818 100 7777

Registered/Business Address: 16 Kajola Street, Mende, Maryland, Lagos

Nigeria

28. GOVERNING LAW

This Refund Policy shall be governed by and interpreted in accordance with the laws of the Federal Republic of Nigeria.

Nothing in this Policy prevents a customer from exercising any statutory right to seek redress before a competent regulatory body, tribunal or court.

29. CHANGES TO THIS REFUND POLICY

Yellowman may update this Refund Policy from time to time to reflect changes in law, regulation, marketplace operations, payment processes or customer-service procedures.

The latest version will be published on the Platform with the applicable effective date.

Where applicable law requires notice or consent for a material change, Yellowman will provide the required notice or obtain the required consent.

30. CONSUMER RIGHTS

Nothing in this Refund Policy is intended to remove, restrict or waive any consumer right that cannot lawfully be excluded under Nigerian law.

The Federal Competition and Consumer Protection Act 2018 recognises consumer rights relating to cancellation, returns, refunds, product quality, safety and fair dealing. Yellowman's refund process is intended to operate consistently with those requirements.

Where a mandatory legal requirement conflicts with this Policy, the mandatory legal requirement shall prevail.

31. FINAL STATEMENT

Yellowman is committed to making online shopping safer, clearer and more reliable for customers and Vendors. We encourage customers to report problems promptly and provide accurate information so that returns, refunds and other remedies can be processed efficiently.

© 2026 Yellowman Nigeria Limited. All rights reserved.