Last updated: 9 October 2026
This policy applies to purchases made online and in our store. It is written to be fair to genuine customers and to protect us from misuse of the returns process. It does not limit any rights you have under Nigerian consumer law.
1. Two kinds of return
A. Faulty, damaged, wrong item, or not as described. The item does not work properly, arrived damaged, is not what you ordered, or does not match its listing. You get a remedy (repair, replacement or refund) with no restocking fee, and we pay the return delivery.
B. Change of mind. The item is fine but you no longer want it. We accept this within the return window if the conditions below are met. A 15% restocking fee applies and you pay the return delivery.
2. Return windows
| Item | Window |
|---|---|
| New items | 7 days from delivery or collection |
| Used laptops and computers | 14 days from delivery or collection |
The window is counted from the day you receive the item.
3. How to return anything
- Complete our Return Request form within the return window. Give your order number, the reason, and photos or video if the item is faulty (send these on WhatsApp to 09134766491 quoting your order number).
- We reply within 1 working day (Monday to Saturday) to approve or decline.
- Do not send the item until we approve it. Items sent without approval may be refused and sent back to you at your cost.
- After approval, return the item within 2 days, with everything that came with it.
- We inspect the item within 2 working days of receiving it.
- We then give the agreed remedy or refund.
4. Change-of-mind conditions (new items)
- The item is unused, undamaged and complete, with all accessories, manuals and original packaging.
- Seals, tags and stickers are intact where the item had them.
- A return request was approved before the item was sent.
- A 15% restocking fee (of the item price) is deducted from the refund.
- The return delivery cost is paid by you.
5. Laptops and computers: strict conditions
Laptops are high-value items, so these rules are stricter. They apply to used laptops and computers (14-day window) and to new laptops once we stock them (7-day window). A change-of-mind return is accepted only if all of these are true:
- It is the same unit we sold (we record the serial number at sale and check it on return).
- Every original part is in place and untouched. No RAM, storage drive, battery, screen, keyboard or other part has been removed, replaced or swapped.
- Seals, warranty stickers and screws are intact, and the unit has not been opened or repaired by anyone else.
- There is no new damage: no cracks, dents, scratches beyond those described in the listing, no liquid damage, no burn or power damage.
- The operating system and activation are intact, and your personal accounts, passwords and device locks have been removed.
- The original charger and every item supplied with it are returned.
- The unit matches the condition shown in our listing photos when we inspect it.
The 15% restocking fee and the buyer-pays-return-delivery rule apply.
6. Faulty or not as described
- Report within the return window and describe the problem, with photos or video.
- We inspect and test the item.
- Where the fault is genuine and was not caused by misuse, we repair it, replace it (if we have stock) or refund the item price in full.
- Not faults: cosmetic marks, wear or battery condition that the listing disclosed; damage caused by drops, liquid, power surges, wrong chargers, or repair attempts by others; software problems caused by changes you made.
- If inspection shows no fault, we treat the request as a change-of-mind return (if it meets the conditions above) or send the item back to you at your cost.
7. Items we cannot accept for change of mind
These can still be returned if they are faulty or not as described.
- Ink, toner and refill ink
- Memory cards, flash drives, SSDs and hard drives once opened (data and security reasons)
- Earbuds, AirPods, headsets and headphones once opened (hygiene)
- Thermal and POS paper rolls, A4 paper reams (once opened), laminating film, binding materials, staple pins, stamp pads, cellotape and other consumables
- Items with missing parts, missing packaging, or signs of use or damage
- Items sold as clearance or “final sale”, and special orders
8. Refunds
- Refunds go back to the original payment method through Paystack. We do not refund in cash.
- We pay within 5 working days after the return is approved following inspection. Your bank may take extra days to show the money.
- Refund amount: the item price, less the 15% restocking fee for change-of-mind returns.
- The delivery fee you paid the dispatch rider is not refundable, except where the return is because of our error or a faulty item.
9. Refused or undelivered orders
If you refuse delivery of a correct, undamaged item, or we cannot reach you, we treat it as a change-of-mind return. The restocking fee applies, and the dispatch costs for the trip are deducted from your refund. If the item is damaged or wrong, refuse it and tell us straight away.
10. Misuse of this policy
We may decline returns that don’t meet this policy, send the item back to you at your cost, and refuse future orders where we see a pattern of misuse, such as using an item and returning it, or swapping parts.
11. Store purchases
Purchases made in our store follow the same rules. Bring your receipt and the item with all its contents.
12. Questions
WhatsApp or call 09134766491 (Monday to Saturday, 9am to 6pm), or email orders@lightuptech.com.ng.