Buyer Protection FAQ

About Konga Buyer Protection

What is Konga Buyer Protection?

Konga Buyer Protection is a program that fully protects customers who purchase eligible items on Konga.com and pay in advance using your ATM/Debit card or internet banking. If for some reason things don’t go as planned with an eligible order, Konga Buyer Protection makes things right. Every time.

What are the benefits of Konga Buyer Protection?

Konga Buyer Protection offers multiple benefits:
  • Secure payment using your ATM/Debit card or internet banking
  • Fast and efficient resolution of valid claims
  • Rapid 100% refund, repair, or replacement for eligible purchases
  • No processing fees or charges

What makes a purchase eligible for Buyer Protection?

If you’ve paid in advance for an eligible item with your ATM/Debit card or internet banking, Buyer Protection protects you when:
  • An item you order doesn’t arrive within the time period provided by the seller
  • An item you receive is not what you ordered (including wrong size, or colour)
  • An item you receive is defective or doesn’t work properly
  • An item you receive is delivered in an unsatisfactory condition (damaged, broken seal, etc.)
  • An item you receive is inauthentic or counterfeit
To take advantage of Buyer Protection, the item must be returned unused in the original condition, and with all the original packaging and accessories.

What makes a purchase ineligible for Buyer Protection?

Konga Buyer Protection does not protect:
  • Purchases paid on delivery
  • Purchases in the following categories: Jewellery, Innerwear, Lingerie, Socks, Books, Food & Drink and Beauty, Health and Personal Care
  • Purchases of CDs/DVDs/Computer software where the item has been opened/unsealed
  • Purchases of Games, Music, and Movies where the item has been opened/unsealed
  • Purchases where the return policy expires before you notify Konga of an issue
  • Purchases where you received the item you ordered on time and as described
  • Purchases where items are returned without all the original packaging and accessories
  • Purchases where damage is due to misuse of the product
  • Purchases where the item is not in the original condition and/or has been used or installed
  • Purchases where the buyer has tampered with or lost the serial/UPC numbers
  • Purchases under warranty as indicated by the seller (the warranty overrides Konga Buyer Protection and the item must be dealt with in accordance with terms of the warranty)

What is the amount covered by Konga Buyer Protection?

Konga Buyer Protection covers 100% of the value of the item and will provide a 100% replacement, repair, or refund for eligible purchases.

Konga Buyer Protection: Timelines & Process

How can I take advantage of Buyer Protection if something goes wrong with my order?

Once you make an eligible purchase on Konga.com using your ATM/Debit card or internet banking to pay in advance, you’re automatically covered 100%. If the item doesn’t arrive or arrives and isn’t what you bought, report the issue to Konga immediately with photographs and/or other supporting documentation so Konga can start to make it right.

To take advantage of Buyer Protection, you have to report the issue to Konga before the return policy for the item expires. (This return policy is set by the seller and not by Konga. If the return policy has expired, it's up to the seller to decide whether or not he or she will accept a late return.)

What happens if I notify Konga of an issue after the return policy expires?

If you notify Konga after the seller’s return policy expires, the purchase becomes ineligible for Konga Buyer Protection. (The return policy is set by the seller and not by Konga. If the return policy has expired, it's up to the seller to decide whether or not he or she will accept a late return.)

After I notify Konga of my issue, how long do I have to wait before I know whether I’m getting a replacement, repair, or return?

When you report the issue with an eligible purchase before the return policy expires, we will work with you and the seller, and strive to confirm and communicate your expected resolution (replacement, repair, or refund) within five (5) business days. We will then generally ask you to return the item to the seller and your replacement, repair, or refund will be processed once the seller receives the return. You may be asked to give proof of dispatch.

If your purchase is or becomes ineligible for Konga Buyer Protection, you will be notified of the reason.

When will I receive a replacement, repair, or return for an eligible purchase?

If your purchase is eligible, Konga will communicate the resolution to expect and generally ask you to return the item to the seller as soon as possible. Your resolution (replacement, repair, or refund) will be processed once the seller receives the return. In certain cases, a partial refund may be processed sooner when a return is not involved, or you may be asked to give proof of dispatch.

What are the charges involved in Konga Buyer Protection?

Buyers are not be charged any amount or processing fee to take advantage of Konga Buyer Protection. Where applicable, Buyers may be asked to pay to return the item to the seller and may receive a reimbursement in some cases.

Buyer Protection Details

I received a broken / damaged item. What do I do now?

It is the seller’s responsibility to make sure that the item is delivered as described in the listing. If you receive a broken or damaged product, please report the issue to Konga as soon as possible. Konga will work with you and the seller to ensure that receive a replacement, repair, or refund once the seller receives the return. If you fail to report the issue to Konga before the return policy for the item expires however, Buyer Protection may not be able to protect you.

I received a fake, counterfeit, or inauthentic item. What do I do now?

Buyer protection protects you in such a situation. If you receive a fake, counterfeit, or inauthentic product, please report the issue to Konga as soon as possible. Konga will work with you and the seller to ensure that you receive either a replacement or refund once the product is returned back to the seller in its original, unused condition. If you fail to report the issue to Konga before the return policy for the item expires however, Buyer Protection may not be able to protect you.

Konga takes its responsibility to provide a safe platform for buying and selling online in Nigeria very seriously and does not tolerate the sale of fake, counterfeit, or inauthentic items. However, we strive to be fair and balanced to all members of the Konga community, both buyers and sellers, so in order to take action against the seller, Konga may request that you provide proof that the item received was fake, counterfeit, or inauthentic.

I received an item with a manufacturer’s warranty that has a problem. What do I do now?

Purchases involving manufacturer warranties are ineligible for Konga Buyer Protection generally. The warranty overrides Konga Buyer Protection and the item must be dealt with in accordance with terms of the warranty (e.g., contacting the authorized service center, etc.) The seller may be able to provide additional details.

I received the item I ordered on time, as described, and undamaged but I no longer want the item. What do I do now?

Konga strives to be balanced and fair to all members of the Konga community, both buyers and sellers, and offers protection for buyers in scenarios where something didn’t go as planned with the purchase. While the item in this case is ineligible for Konga Buyer Protection, Konga’s objective is to ensure that both buyers and sellers are satisfied, and it's up to the seller to decide whether or not he or she will accept a return.