Obinrin is a curated online marketplace connecting buyers with independent, vetted vendors offering fashion, beauty, wellness, and lifestyle products with a core focus on African-owned and women-led brands. Because Obinrin operates as a platform intermediary and not a direct seller, this policy establishes clear, fair, and enforceable rules governing returns, refunds, and cancellations for every party in the transaction.

This policy is designed to:

1. Protect the buyer's right to receive goods that match the listing description and are of merchantable quality.
2. Protect vendors from fraudulent, exaggerated, or unjustified return claims.
3. Shield Obinrin from financial, reputational, and operational risk arising from disputes.
4. Set clear, contractually binding expectations for logistics partners on the handling and return of parcels.

By placing an order or listing products on the Obinrin platform, all parties confirm they have read, understood, and agreed to the terms set out in this document.

How to navigate this policy. This document is structured in three segments:

1. Segment A (Sections 1–4): Rules for Buyers return windows, refund timelines, cancellation rights, and non-eligible items.
2. Segment B (Sections 5–6): Rules for Vendors obligations, protections, cancellation consequences, and the dispute process.
3. Segment C (Sections 7–8): Rules for the Platform & Logistics Partners, escrow, SLA obligations, and platform-initiated actions.

All three segments apply simultaneously. Where a rule references another party's obligations, both parties are bound.

SEGMENT A : FOR BUYERS

Your rights to return goods, receive refunds, and cancel orders.

SECTION 1: ELIGIBLE GROUNDS FOR RETURN & REFUND

1.1 Accepted Return Reasons

A return or refund request will be considered only if it falls within one or more of the following categories:

1. The item received is significantly different from the listing description, photos, or stated specifications.
2. The item is damaged, defective, or non-functional on arrival with photo or video evidence submitted.
3. The wrong item, wrong size, or wrong variant was delivered by the vendor.
4. The item never arrived and the logistics partner confirms non-delivery or failed delivery.
5. The item is counterfeit or materially misrepresented in the listing.

1.2 Returns NOT Accepted (Non-Eligible Claims)

The following do not qualify for a return or refund, except where a vendor's individual storefront policy expressly provides otherwise:

1. Change of mind after delivery, once an eligible item has been delivered, buyers cannot return it solely because they changed their mind, unless the vendor's storefront policy permits it.
2. Item does not fit, where accurate size information was clearly provided in the product listing.
3. Buyer purchased duplicate orders in error.
4. Delayed delivery that is still within the vendor's stated processing time (3 business days standard).
5. Items in restricted categories (see Section 1.3)
6. Items that have been used, washed, worn, altered, or damaged after delivery.
7. Items returned without a valid Obinrin case reference number.

1.3 Non-Returnable Item Categories

The following categories are strictly non-returnable for hygiene, safety, and commercial-integrity reasons.

EXCEPTION: any item in these categories that arrives damaged, counterfeit, or materially different from its listing remains eligible under Section 1.1.

1. Underwear, lingerie, swimwear, socks -Hygiene; cannot be resold once received.
2. Pierced jewelry (earrings, nose rings) - Hygiene and infection risk.
3. Opened beauty, skincare, or haircare products - Hygiene and contamination risk.
4. Cosmetics and perfumes - Hygiene and authenticity verification.
5. Hair extensions and wigs - Hygiene; cannot be resold once opened or handled.
6. Consumables, food supplements, and groceries - Health and safety; perishable goods only eligible at point of delivery with dispatcher confirmation.
7. Digital or downloadable products - Cannot be returned once accessed.
8. Adult products - Category restriction.
9. Books, CDs, and physical media - Copyright and condition verification.
10. Items with removed or tampered serial/UPC codes - Authenticity cannot be confirmed.
11. Items damaged through misuse or improper handling by the buyer - Vendor and platform not liable for buyer error.
12. Custom or personalized items made to buyer specification - Cannot be resold.

PLATFORM NOTE: Obinrin reserves the right to photograph and inspect returned items before issuing any refund. Fraudulent return claims, including returning a different item, misrepresenting damage, or filing false non-delivery claims will result in immediate account suspension and forfeiture of any pending refund. Repeat offenders may face a permanent ban and referral to the relevant authorities.

SECTION 2: RETURN WINDOW & PROCESS

2.1 Return Window

Buyers have 48 HOURS from the confirmed delivery date to report an issue and initiate a return request. After this window, all sales are considered final and no return or refund will be processed.

WHY 48 HOURS? Obinrin holds buyer payments in escrow for 48 hours after confirmed delivery. Vendor payouts are released only after this window closes with no active dispute. This time-bounded escrow protects buyers immediately after delivery while ensuring vendors are paid promptly for legitimate, completed orders. Obinrin's curated, high-trust vendor model, where listing accuracy is a verified onboarding requirement, not an aspiration, is designed to make returns rare. Vendors are selected, not simply registered.

2.2 How to Initiate a Return

Follow these steps within the 48-hour window:

1. Log into your Obinrin account and navigate to 'My Orders'.

2. Select the relevant order and click 'Report an Issue'.

3. Select your return reason from the dropdown and upload clear photos or a short video showing the issue.

4. Submit the request, you will receive a case reference number via email and WhatsApp within 2 hours.

5. Obinrin's disputes team will review and respond with a resolution or next steps within 3 business days.

Returns initiated outside the platform (for example, WhatsApp messages directly to a vendor) are not valid and will not be processed. All returns must go through the Obinrin dispute portal to be eligible for a refund.

2.3 Return Shipping

1. Vendor error (wrong item, defective item, misrepresented listing): Obinrin coordinates return shipping at no cost to the buyer.
2. Logistics error (lost or damaged in transit): Obinrin coordinates return shipping at no cost to the buyer, and the logistics partner is held liable under the SLA.
3. Buyer-initiated, accepted non-fault return: the buyer bears return shipping costs.
4. Items must be returned in their original packaging, unworn, unwashed, and with all tags and accessories intact.
5. Returns without a valid Obinrin case reference number will be refused and returned to sender.

SECTION 3: REFUND POLICY

3.1 Refund Eligibility by Scenario

1. Claim approved within 48 hrs, vendor or logistics fault: Full refund to original payment method (no platform fee). Timeline: 3-7 business days.
2. Item never arrived, logistics confirms non-delivery: Full refund to original payment method. Timeline: 24 hours after confirmation.
3. Obinrin platform error (payment, system fault): Full refund, no platform fee. Timeline: 24 hours.
4. Buyer-initiated return (accepted, non-fault): Partial refund, less return shipping and the 5% platform fee (see 3.3). Timeline: after item received and inspected.
5. Partial order affected (one of multiple items): Refund for affected item(s) only, or store credit. Timeline: 3-5 business days.
6. Claim rejected (outside window, non-eligible item, no evidence): No refund issued. Timeline: immediate notification.

3.2 Refund Processing Times

1. Obinrin in-app wallet credit: within 24 hours of approval.
2. Original card or bank transfer: 3-7 business days, depending on the payment provider.
3. Obinrin is not liable for delays caused by third-party payment processors or banking-system delays outside its control.

3.3 Platform Protection Fee

A platform protection fee of 5% applies ONLY to buyer-initiated, non-fault returns and change-of-mind cancellations, to cover operational handling costs already incurred.

This fee is never charged where the fault lies with the vendor, the logistics partner, or Obinrin. In every fault-based or non-delivery scenario, buyers receive a full refund with no deduction. Where the fee does apply, it is disclosed to the buyer at the point of refund approval.

SECTION 4: ORDER CANCELLATION : BUYER RIGHTS

4.1 Buyer-Initiated Cancellations

1. Within 1 hour of purchase, before the vendor confirms the order: Cancel freely, no reason required. Full refund. No fees. No penalty.
2. After the vendor confirms, before the item is shipped: Cancel processing fee applies. Refund less 5% platform processing fee (to offset handling costs already incurred).
3. After the item has been shipped: Cancellation not available the return process applies. Follow the Section 2 return procedure.
4. After the item is delivered: Cancellation not available the return policy applies. Follow Sections 2 and 3.

4.2 Cancellations Not Initiated by the Buyer

Where an order is cancelled due to vendor error, logistics failure, or platform action see Section 5.2 (Vendor-Initiated Cancellations) and Section 7.2 (Platform-Initiated Cancellations). In all such cases, buyers receive a full refund with no deductions.

SEGMENT B : FOR VENDORS

Your obligations, protections, and rights in return and cancellation scenarios.

SECTION 5: VENDOR OBLIGATIONS & PROTECTIONS

5.1 Vendor Obligations

Vendors accept the following as a condition of selling on Obinrin:

1. Maintain accurate, current product listings at all times, clear photos, sizing information, variant specifications, and honest descriptions. Misleading listings are a material breach of the Vendor Terms & Conditions.
2. Respond to buyer complaints and Obinrin dispute requests within 24 hours of notification.
3. Process and ship confirmed orders within the stated processing time (default: 3 business days; declared exceptions must be stated in the storefront).
4. Provide valid tracking numbers for all shipped orders via the Obinrin vendor dashboard.
5. Accept and cooperate with all legitimate return requests approved by Obinrin, including coordinating return pickup where required.
6. Never ship items that do not match the approved, live listing in description, specification, or variant.

5.2 Vendor-Initiated Cancellations

Vendors may cancel a confirmed order only if the item is genuinely out of stock or cannot be fulfilled due to circumstances outside their control. Ad hoc or convenience-based cancellations are not permitted. Where a vendor cancels:

1. The buyer receives a full refund within 24 hours, including any shipping fees paid.
2. The vendor receives a cancellation strike, recorded in the Obinrin vendor dashboard.
3. Three or more strikes within any rolling 90-day period trigger a listing suspension and mandatory account review.
4. Repeated cancellations after account review may result in permanent removal from the platform and forfeiture of any outstanding payout balance.

5.3 Vendor Protections

1. Obinrin is equally committed to protecting legitimate vendor interests:
2. Buyers cannot return items beyond the 48-hour window. Obinrin rejects all late claims automatically, with no vendor action required.
3. Photo or video evidence is mandatory for all return claims. A claim without evidence is dismissed, protecting vendors from unsubstantiated complaints.
4. Obinrin's disputes team reviews all claims objectively and notifies the vendor before any payout deduction is made.
5. Vendors may appeal any dispute decision within 5 business days of the resolution notice by emailing support@obinrin.ng with additional supporting evidence.
6. Where a buyer submits a fraudulent return claim, including returning a different item, fabricating damage, or misrepresenting delivery status the buyer's account is suspended and the vendor is reinstated or compensated where applicable.
7. Where a logistics partner is at fault for loss or damage in transit, the vendor bears no financial penalty; the loss is recovered from the logistics partner under the SLA.

SECTION 6: VENDOR DISPUTE PROCESS & FINANCIAL DEDUCTIONS

6.1 How Disputes Affect Vendor Payouts

1. Vendor error (wrong item, defective item, mislabeled listing): Vendor impact return shipping deducted from payout; item-value loss if refund approved. Obinrin action : full buyer refund processed; payout adjusted.
2. Logistics error (lost or damaged in transit): Vendor impact :no penalty to vendor. Obinrin action : buyer refunded from escrow; Obinrin claims against the logistics partner.
3. Buyer fraud (false claim, counterfeit return): Vendor impact, no penalty; vendor reinstated. Obinrin action :buyer account suspended; vendor protected.
4. Vendor non-response within 24 hrs to a dispute request: Vendor impact: Obinrin may rule in the buyer's favour by default. Obinrin action vendor notified; payout held pending resolution.
5. Vendor refuses a legitimate return approved by Obinrin. Vendor impact : payout withheld; account flagged. Obinrin action: Obinrin processes the refund directly; vendor account reviewed.

6.2 Appeals Process

Either party buyer or vendor may appeal Obinrin's dispute resolution within 5 business days by emailing support@obinrin.ng with the subject line "DISPUTE APPEAL [Order Reference Number]" and all supporting evidence not previously submitted. Obinrin will review and issue a final decision within a further 5 business days. Obinrin's final decision is binding within the platform. External legal recourse remains available to all parties under Section 9.

SEGMENT C : THE PLATFORM & LOGISTICS PARTNERS

Obinrin's obligations, escrow model, and logistics partner SLA requirements.

SECTION 7: PLATFORM OBLIGATIONS & ACTIONS

7.1 Escrow Protection Mechanism

Obinrin holds all buyer payments in escrow for 48 hours following confirmed delivery. Vendor payouts are released automatically once the return window closes with no active dispute on the order. This mechanism:

1. Guarantees buyers a window to report issues before funds are released.
2. Protects vendors from immediate payout clawbacks outside the dispute process.
3. Reduces Obinrin's exposure to simultaneous refund and payout obligations on the same transaction.

Escrow protections apply only to transactions processed through Obinrin's approved payment gateway. Transactions completed outside the platform (for example, direct transfers) receive no escrow protection and fall outside Obinrin's dispute jurisdiction.

7.2 Platform-Initiated Cancellations

Obinrin reserves the right to cancel any order at its sole discretion where:

1. Fraudulent activity is suspected on either the buyer or vendor account.
2. A product listing violates Obinrin's prohibited-items policy.
3. Payment verification cannot be completed, or the transaction is flagged by the payment gateway's fraud-detection systems.
4. A force-majeure event including natural disaster, government order, or platform infrastructure failure prevents fulfilment.

In all platform-initiated cancellations, buyers receive a full refund with no deductions. Vendors are notified and bear no financial penalty unless the cancellation is directly caused by vendor non-compliance or a listing violation.

7.3 Obinrin's Decision Standard

Obinrin will always rule in favour of the party with the clearest, most credible, and most complete evidence. Decisions are guided by platform integrity, fairness, and the long-term trust of all stakeholders. Obinrin does not guarantee outcomes for either party it guarantees a fair, evidence-based process. Repeat offenders on either side buyers who abuse the return system or vendors who repeatedly misrepresent products face progressive account restrictions, up to and including permanent removal.

SECTION 8: LOGISTICS PARTNER OBLIGATIONS

All logistics partners integrated with the Obinrin platform must agree to the following as binding terms of their service-level agreement (SLA). Failure to meet these standards constitutes a breach and may result in claim filing, SLA penalty deductions, or partner termination.

8.1 Required Standards

1. Provide real-time tracking updates to Obinrin's system for every active shipment, accessible via the vendor and buyer dashboards.
2. Deliver proof of delivery (POD) for every completed delivery accepted forms: recipient signature, delivery photo, or GPS confirmation.
3. Report failed delivery attempts within 24 hours and attempt re-deli\very at least once before marking an order as returned.
4. Accept full liability for parcels confirmed as lost or damaged while in their custody, up to the declared item value.
5. Process return pickups within 48 hours of a return being approved by Obinrin's disputes team.
6. Maintain adequate insurance coverage for high-value shipments above 50,000 naira.

8.2 Logistics Partner Liability

1. Parcel lost in transit: Obinrin refunds the buyer in full from escrow. Logistics partner liable SLA claim filed for full item value plus shipping.
2. Item damaged in transit (confirmed by POD photo): Obinrin refunds the buyer in full from escrow. Logistics partner liable SLA claim filed for item value.
3. Failed delivery with no re-delivery attempt: Obinrin opens an order investigation. Logistics partner liable operational penalty per SLA; repeat failures escalate to partner review.
4. No proof of delivery provided: Buyer entitled to claim non-delivery. Logistics partner liable burden of proof falls on the partner; no POD means liable by default.
5. Return pickup not processed within 48 hrs: Obinrin escalates to an alternative partner. Logistics partner liable SLA penalty; cost of alternative pickup charged to the partner.
6. 
   

SECTION 9: PROHIBITED ACTIONS

Buyers must not:

1. Submit false, exaggerated, or fabricated return claims or supporting evidence.
2. Return a different item than what was originally received, or return items that have been used, damaged, or switched.
3. Use or damage an item and then submit a return claim citing pre-existing defects.
4. Bypass Obinrin's dispute process. Buyers are required to complete Obinrin's dispute resolution before pursuing a bank or card chargeback. Initiating a chargeback without first using the dispute process may delay resolution and, where the claim is found to be fraudulent or in bad faith, may result in account suspension. This requirement does not remove any statutory rights a buyer holds under applicable Nigerian law or card-network rules.

Vendors must not:

1. List inaccurate product descriptions, misleading photos, inflated product claims, or specifications that do not reflect actual items in stock.
2. Ship items that do not match the approved, live listing description in any material way.
3. Refuse to cooperate with a legitimate Obinrin dispute review, this constitutes vendor non-compliance and will result in a default ruling.
4. Collude with buyers to conduct fraudulent transactions, split payments off-platform, or manipulate reviews or order-completion status.

Violations will result in immediate account suspension, forfeiture of any outstanding payout balance held in escrow, removal of all active listings, and potential referral to law enforcement or legal proceedings under Nigerian consumer-protection law.

SECTION 10: POLICY UPDATES & GOVERNING LAW

Obinrin reserves the right to update this policy at any time to reflect changes in platform operations, applicable law, or market practice. Changes will be communicated to all registered users via email and a platform notice at least 14 days before they take effect. Continued use of the platform after a policy update constitutes acceptance of the revised terms.

This policy is governed by the laws of the Federal Republic of Nigeria, including the Federal Competition and Consumer Protection Act 2018, the Consumer Protection Council Act, and other applicable consumer-protection legislation. Nothing in this policy limits any right a consumer holds under Nigerian law that cannot be excluded by agreement, including the right to lodge a complaint with the Federal Competition and Consumer Protection Commission (FCCPC). Where an internal dispute cannot be resolved through Obinrin's process, the parties agree that good-faith negotiation and, where applicable, arbitration are the preferred first steps before external legal action. Unresolved matters are subject to the jurisdiction of the Nigerian courts.

SECTION 11: CONTACT & SUPPORT

- General Buyer Support support@obinrin.ng Order enquiries, account issues, general platform questions.

- Dispute Resolution support@obinrin.ng Return claims, refund status, buyer–vendor escalation, appeals.

- Vendor Relations support@obinrin.ng Vendor obligations, cancellation strikes, payout queries, account review.

- Logistics Partnerships admin@obinrin.ng SLA issues, failed-delivery claims, return-pickup scheduling.

Obinrin is committed to building a marketplace where every party: buyer, vendor, logistics partner, and the platform itself can operate with confidence, clarity, and trust.

© 2026 Obinrin Marketplace.