Returns & Refunds Policy

NILO.Africa is a marketplace connecting independent Sellers with Buyers. Because each Seller manages their own inventory and fulfillment, specific return conditions (such as return windows for change-of-mind purchases) may vary by Seller and will be shown on the product page where applicable. This policy describes the baseline protection that applies to every order made through NILO.Africa.

1. When you're entitled to a refund

You are entitled to a full refund if:

• The item was not delivered within a reasonable time and the Seller cannot confirm dispatch,
• The item received is materially different from what was listed (wrong item, significantly not as described), or
• The item arrived damaged or defective through no fault of your own.

2. How payment is held

When you pay for an order, funds are processed by our payment provider (Flutterwave or PayFast). Depending on the payout schedule agreed with each Seller, funds may be held before being released to the Seller, which allows NILO.Africa to intervene if a valid refund claim is raised before payout.

3. How to request a refund

Contact the Seller directly in the first instance using the contact details on your order confirmation. If the Seller does not respond within 5 business days, or you are unable to reach a resolution, contact support@nilo.africa with your order number and a description of the issue.

4. Refund method and timing

Approved refunds are returned to the original payment method used for the order. Processing time depends on the payment provider and your bank, and can take up to 10 business days to reflect.

5. What is not covered

Change-of-mind returns are not guaranteed unless the Seller's listing states otherwise. Items that are used, damaged after delivery, or missing their original packaging may not qualify for a refund, at the Seller's discretion, except where the item was defective on arrival.

6. Cross-border orders

For orders shipped between countries, import duties, customs clearance, and return shipping costs may apply and are generally the responsibility of the Buyer unless the item was defective or not as described.

This document is a general template and does not constitute legal advice. Consumer protection requirements (including mandatory return rights) vary by country; where local law grants stronger protection than this policy, local law prevails.