Refund & Cancellation Policy

Effective Date: 22nd day of December, 2025.
Contact: contactus@adalialagos.com

At Adalia Lagos, we value your satisfaction. This Refund, Cancellation & Order Policy (“Policy”) sets out the terms under which Adalia Lagos (“we”, “us”, “our”) handles order cancellations, refunds, and related customer requests in connection with our concierge shopping and sourcing services. This Policy is in compliance with the Federal Competition and Consumer Protection Act (FCCPA) 2018 and Nigeria Data Protection Act 2023 where applicable.

1. Cancellation Policy

1.1. Pre-Shipment Cancellation

Customers may cancel orders before the purchase or shipment of items.

To cancel, please contact us immediately within 24 hours at contactus@adalialagos.com or via the relevant sales channel with your order details.

Refunds for cancelled pre-shipment orders will include all amounts paid for the item, excluding all applicable fees, such as and not limited to: Bank Charges, FX conversion losses or store delivery charge already incurred for order processing or payment transactions.

Orders for personalized items or services that have already been purchased or shipped are not eligible for pre-shipment cancellation.

1.2 Post-Shipment Cancellation

Once an item has been purchased or shipped, cancellation is generally not allowed, except in cases of defective or mis-delivered items (see Section 3).

Post-shipment cancellations may incur shipping and/or shopping fees that will be deducted from any refund.

2. Refund Policy

2.1 Eligibility

Refunds may be considered strictly in the following circumstances

1. Defective items: Items delivered in a damaged, broken, incomplete condition, or materially inconsistent with the confirmed product description at the point of order, where such defect is attributable to Adalia Lagos, or logistics partners. Also see our insurance policy for further details on the limit of refund for our “We Ship” service where we recommend further insurance as required.
2. Misdelivered items : Items delivered are materially different from the confirmed order in terms of product type, size, colour, or quantity, due to an error attributable to Adalia Lagos, its vendors(store), or logistics partners.
3. Non-delivery: Failure to deliver items as confirmed, where such non-delivery results from an error or omission attributable to Adalia Lagos or its engaged service providers.

2.2 Timeframe for Refund Requests

Refunds do not apply to:

1. Items damaged after delivery due to improper handling.
2. Change of mind for correctly delivered and non-defective items.
3. Custom-made, personalized, or specially sourced items procured on the Client’s specific instructions, unless defective.
4. Errors arising from inaccurate, incomplete or changed instructions provided by the Client before or during order confirmation.
5. Customers must report any issues within 5 business days of delivery.
6. Claims received after this period may be declined.

2.3 Refund Process

1. Order number
2. Description of the issue
3. Photographic evidence of defect or damage. We will review your claim within 3–5 business days.

- - Approved refunds will be processed within 10 business days, subject to verification.
  - Refunds will be issued via the original payment method or as credit for future orders, at Adalia Lagos’ discretion.

3. Defective Items

By Definition: “Defective items” include any goods that are broken, damaged, missing components, or not as described.
Reporting: Customers must submit photographic evidence and order details within 5 business days of delivery.
Resolution Options:
- - Replacement of the defective item
  - Partial refund
  - Full refund (less any shipping or service fees incurred)

Inspection: Adalia Lagos reserves the right to inspect defective items before processing a refund or replacement.

4. Shipping Issues

Customers are responsible for providing accurate delivery information.
Shipping delays caused by third-party couriers, customs, or regulatory authorities are beyond Adalia Lagos’ control.
Refunds or replacements may be provided if the delay results in non-delivery or damage due to courier error, subject to verification.

5. Service Fees & VAT

All service fees, handling charges, and VAT are non-refundable unless the issue is caused directly by Adalia Lagos (e.g., mis-delivery or failure to fulfill the service).
Customers are responsible for customs duties, taxes, or import fees, which are non-refundable.

6. Lien & Storage

Goods held at Adalia Lagos’ warehouse cannot be refunded until payment for storage and handling is fully settled.
Packages held for more than 30 days without pickup or instructions may be disposed of at Adalia Lagos’ discretion, and any refund claims will be adjusted accordingly.

7. Exceptions & Limitations

Adalia Lagos is not responsible for:

Loss or damage after items have been delivered
Defects caused by customer misuse or failure to follow care instructions
Items not eligible for shipment due to regulatory restrictions (see Appendix 1 of Terms & Conditions)

Liability for defective items is limited to the item cost, excluding shipping, service fees, or indirect losses.

Summary Table for Customers

8. Dispute Resolution

Customers are encouraged to contact Adalia Lagos first via email, whatsapp or applicable sales channel il or WhatsApp to resolve any issues.

This Policy does not limit any consumer rights mandated by law.

9. Changes to this Policy

We may update this Policy from time to time to reflect operational changes, regulatory updates, or improved customer experience.

Any changes will be published on our website.
The most recent version supersedes prior versions.

10. Contact for Refunds & Cancellations

Email: contactus@adalialagos.com

Include: Order number, description of issue, and photographic evidence.

Our team will acknowledge your request within 2 business days and provide instructions for resolution.