Effective Date: 21/05/2026
Last Updated: 11/07/2026
This Refund and Return Policy governs purchases made through OYIOYIO LIMITED, an online multi-vendor fashion marketplace that connects customers with independent fashion designers, brands, vendors, and sellers.
This Policy explains the conditions under which customers may request returns, exchanges, refunds, cancellations, or other remedies for products purchased through the OYIOYIO marketplace.
By purchasing a product through OYIOYIO, you agree to this Refund and Return Policy, together with our Terms and Conditions, Privacy Policy, and other applicable marketplace policies.
1. GENERAL RETURN POLICY
Customers may request to return an eligible product within 7 days of delivery, unless a different return period is required by applicable consumer protection law.
A return request must be submitted through the customer’s OYIOYIO account, the applicable order page, or OYIOYIO Customer Support.
Submitting a return request does not automatically guarantee approval. Returned products must satisfy the eligibility requirements contained in this Policy.
2. ELIGIBILITY FOR RETURNS
To qualify for a return, the product must generally:
- Be returned within the applicable return period.
- Be unused, unworn, unwashed, and undamaged, except where inspection was reasonably necessary to determine the nature or condition of the product.
- Have all original tags, labels, packaging, accessories, certificates, manuals, and other items supplied with the product.
- Be accompanied by valid proof of purchase or an identifiable OYIOYIO order.
- Not be listed as a non-returnable product under this Policy.
- Meet any additional return conditions clearly disclosed on the product page before purchase.
OYIOYIO and the applicable vendor reserve the right to inspect returned products before approving a refund or exchange.
3. DAMAGED, DEFECTIVE, INCORRECT, OR MISDESCRIBED PRODUCTS
Customers should contact OYIOYIO as soon as reasonably possible if they receive a product that is:
- Damaged upon delivery.
- Defective.
- Different from the product ordered.
- Missing important components.
- Counterfeit or suspected to be counterfeit.
- Materially different from the product description or images displayed at the time of purchase.
Customers may be required to provide photographs, videos, packaging information, delivery information, or other reasonable evidence to support the claim.
Where the claim is verified, the customer may be entitled to a repair, replacement, exchange, refund, or another remedy required by applicable law.
Customers should not be required to bear reasonable return shipping costs where a return results from a verified vendor error, defective product, incorrect product, or product that was materially misrepresented.
4. CHANGE-OF-MIND RETURNS
OYIOYIO may accept change-of-mind returns for eligible products submitted within the applicable return period.
The customer may be responsible for return shipping costs where:
- The correct product was delivered.
- The product was accurately described.
- The product was not defective.
- The return is requested solely because the customer changed their mind, selected the wrong size, preferred another color, or no longer wants the product.
Change-of-mind returns must satisfy all applicable eligibility requirements.
5. NON-RETURNABLE PRODUCTS
Subject to applicable consumer protection law, certain products may not be eligible for return, including:
- Underwear and intimate apparel where hygiene seals or protective packaging have been opened.
- Earrings and pierced jewelry where hygiene considerations apply.
- Cosmetics, skincare products, and beauty products that have been opened or used.
- Personalized, engraved, monogrammed, or custom-made products.
- Made-to-measure clothing and products manufactured according to a customer’s specifications.
- Products damaged through misuse, negligence, improper care, or unauthorized alteration.
- Products returned without required components or accessories.
- Gift cards, vouchers, and certain digital products, where permitted by law.
- Products clearly marked as “Final Sale” or “Non-Returnable” before purchase, except where the product is defective, counterfeit, misdescribed, or applicable law provides otherwise.
Nothing in this section limits any mandatory rights available to customers under applicable law.
6. SIZE AND FIT ISSUES
Customers are encouraged to review the vendor’s size chart, measurements, product descriptions, and other sizing information before completing a purchase.
Where an eligible product does not fit, the customer may request an exchange or return within the applicable return period.
Availability of exchanges depends on vendor inventory.
Where the correct size was supplied according to the customer’s order and the product is not defective or misdescribed, the customer may be responsible for return shipping costs.
7. RETURN REQUEST PROCESS
To request a return:
- Sign in to your OYIOYIO customer account.
- Open My Orders.
- Select the applicable order.
- Choose Request Return, Request Refund, or the equivalent option available.
- Select the reason for the request.
- Provide photographs or other supporting evidence where requested.
- Submit the request.
If the online return function is unavailable, customers may contact OYIOYIO Customer Support.
Customers should not send products directly to vendors or any address without receiving return instructions or authorization.
8. RETURN SHIPPING
Approved return requests will include instructions concerning the return destination and applicable shipping arrangements.
Customers should package products securely to prevent damage during transportation.
Where tracking services are available, customers should retain proof of shipment until the return has been completed.
Responsibility for return shipping costs will depend on the reason for the return, applicable vendor policies, and mandatory consumer rights.
9. INSPECTION OF RETURNED PRODUCTS
Returned products may be inspected by the applicable vendor and/or OYIOYIO.
Inspection may verify:
- Product condition.
- Signs of wear, use, washing, alteration, or damage.
- Presence of original packaging, tags, accessories, and components.
- Whether the returned product corresponds to the original order.
- Whether the stated reason for return is consistent with the product’s condition.
Where a returned product does not satisfy this Policy, the return may be rejected, subject to applicable law.
10. REFUNDS
Approved refunds will generally be issued to the original payment method used for the transaction.
Where refunding to the original payment method is not reasonably possible, OYIOYIO may offer another lawful refund method after communicating with the customer.
Refund amounts may include the product purchase price and other amounts required by applicable law.
Original delivery fees may not be refundable for change-of-mind returns unless required by applicable law.
11. REFUND PROCESSING TIME
After an approved return has been received and inspected, OYIOYIO will initiate the applicable refund within a reasonable period.
Customers will be notified when the refund is approved or processed.
The time required for funds to appear in the customer’s account may depend on the payment gateway, bank, card issuer, mobile payment provider, or other financial institution.
OYIOYIO is not responsible for processing delays caused solely by third-party financial institutions after a refund has been properly initiated.
12. EXCHANGES
Eligible products may be exchanged where the applicable vendor has the requested replacement product available.
Exchanges may be requested for reasons including:
- Incorrect size.
- Incorrect color.
- Defective product.
- Incorrect product delivered.
- Other approved reasons.
Where the requested replacement is unavailable, the customer may be offered a refund, store credit where lawful and accepted by the customer, or another appropriate remedy.
13. ORDER CANCELLATIONS
Customers may request cancellation before an order has been processed or shipped.
Cancellation requests are not guaranteed after a vendor has begun processing an order.
Where an order has already been shipped, the customer may be required to follow the standard return process after receiving the product.
OYIOYIO reserves the right to cancel orders due to suspected fraud, pricing errors, payment failures, product unavailability, vendor inability to fulfill the order, violations of marketplace policies, or other legitimate reasons.
Where OYIOYIO or a vendor cancels a prepaid order, the customer will receive an appropriate refund.
14. FAILED OR UNDELIVERED ORDERS
Customers should contact OYIOYIO Customer Support if an order:
- Does not arrive within the expected delivery period.
- Is confirmed as lost during shipment.
- Is delivered to an incorrect address due to vendor or logistics-provider error.
- Is marked as delivered but has not been received.
OYIOYIO may investigate the matter with the vendor, customer, payment provider, and delivery provider before determining the appropriate resolution.
15. MULTI-VENDOR ORDERS
An order placed through OYIOYIO may contain products sold by different independent vendors.
Returns, refunds, exchanges, and cancellations may therefore be processed separately for each vendor or product.
Customers may receive separate return instructions, shipping arrangements, decisions, and refund transactions for products purchased from different vendors.
16. VENDOR RESPONSIBILITIES
Vendors operating on OYIOYIO must:
- Comply with this Policy and applicable consumer protection laws.
- Provide accurate product descriptions and images.
- Supply products that meet reasonable quality and authenticity standards.
- Respond to return and refund requests within marketplace deadlines.
- Cooperate with OYIOYIO investigations and dispute resolution procedures.
- Accept responsibility for verified defective, counterfeit, incorrect, or materially misrepresented products.
- Not impose return conditions that unlawfully restrict customers’ mandatory consumer rights.
OYIOYIO may take action against vendors who repeatedly violate marketplace return, refund, product quality, or consumer protection requirements.
17. DISPUTES ABOUT RETURNS AND REFUNDS
Where a customer and vendor cannot resolve a return or refund dispute, either party may request assistance from OYIOYIO.
OYIOYIO may review order information, communications, photographs, videos, shipping records, product descriptions, payment information, and other relevant evidence.
OYIOYIO may determine the appropriate marketplace resolution in accordance with its policies and applicable law.
Nothing in this Policy prevents customers from exercising rights or remedies available under applicable consumer protection laws.
18. FRAUDULENT OR ABUSIVE RETURN REQUESTS
OYIOYIO may investigate suspected return abuse, including:
- Returning a different product from the product purchased.
- Returning counterfeit products.
- Falsifying evidence.
- Repeatedly claiming that properly delivered orders were not received.
- Deliberately damaging products to obtain refunds.
- Excessive or systematic abuse of marketplace return procedures.
Where reasonably supported by evidence, OYIOYIO may reject fraudulent claims, restrict account functionality, suspend or terminate accounts, withhold marketplace privileges, or report unlawful activity to appropriate authorities.
Such measures will be applied consistently with applicable law and OYIOYIO’s marketplace policies.
19. CONSUMER RIGHTS
This Policy does not exclude, restrict, or override rights and remedies that cannot lawfully be excluded under applicable consumer protection laws.
Where there is a conflict between this Policy and mandatory consumer protection law, the applicable law will prevail.
20. CHANGES TO THIS POLICY
OYIOYIO may update this Refund and Return Policy periodically to reflect changes in marketplace operations, vendor requirements, consumer protection laws, payment systems, shipping arrangements, or other business practices.
The updated Policy will be published on the OYIOYIO website with a revised “Last Updated” date.
Material changes may be communicated to users where required by applicable law.
21. CONTACT US
Questions, complaints, return requests, and refund inquiries may be directed to:
OYIOYIO
Operated by: OYIOYIO LIMITED
Customer Support Email: info@oyioyio.com
Returns Email: return@oyioyio.com
Telephone: +2347010000206
Business Address: PLOT 1510, ADEKUNLE GIDADO STREET, GUZAPE, ABUJA,FCT, NIGERIA.
Website: https://oyioyio.com
Customer Support Hours: 24/7 support