From our experience successfully selling millions of items across every state in Nigeria we know not every order goes perfectly every time, but if things don't go as planned Konga is here to help. This page describes key return-related information and outlines general return policies and processes.

For related information on buying on Konga, please visit our How to Shop page, our Buyer Protection page, and our Buyer Safety Centre. To contact us, email help@konga.com or call 0809 460 5555 or 01 460 5555.

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General Policy

Products sold by Konga

Konga offers a 7 day return policy for products we sell directly. If something goes wrong with an eligible product and you notify us within 7 days of receiving the item, we will help you to reach a satisfactory resolution such as a return for replacement, exchange, or refund.

After 7 days, our return policy expires and refunds/returns/exchanges are no longer covered. However, if you are dissatisfied with an item for any reason and the return policy has expired, you can still contact us at help@konga.com and we will try to help if we can.

If the product has a manufacturer’s warranty that is still active after the return time frame has elapsed, the buyer should contact the manufacturer directly.

However, if the service center is not in your location, you may choose to contact Konga.
Please note that you will be responsible for the shipping cost and cost of repair (where the defect is not covered by the manufacturer's warranty). Konga will not replace or issue refund for items that fall into this category.

For change requests on eligible items which are not defective, you will be entitled to a replacement, exchange or a voucher refund.

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General Policy

Products sold by Third-Party Stores

Not all products on Konga are sold by Konga. Thousands of (‘third-party’) sellers from across Nigeria use the Konga marketplace to sell, and this means more products, more choice, and better pricing for you.

Third-party sellers choose whether or not they offer a return policy, and if they offer one, they choose how long it lasts before it expires. Therefore, the return policy for Third-party items can vary: some Third-party sellers choose 3, 7 or even 14 day return policies, while other sellers choose to offer no return policy.

If something goes wrong with an eligible product sold by a Third-party store and you notify us before the return policy set by the seller expires, we will help you to reach a satisfactory resolution such as a return for replacement, exchange, or refund. However, if the return policy set by a seller has expired, Konga’s ability to help you may be limited. (In this scenario, you may have to negotiate a resolution directly with the seller, but Konga will try to help if we can.)

For change requests on items that are not defective but approved for return by the seller, you will be entitled to a replacement, exchange or voucher refund.

TIP: Before buying an item, check the return policy offered.
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Checking an Item’s Return Policy

  • If a seller offers a return policy, you will see icon & text describing how long the return policy lasts before it expires.

    If the seller, does not offer a return policy, you will not see this icon and will see bolded text stating
    “No returns or exchanges” for this item.

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    General Return Policy Eligibility (& Warranty Exception)

    Most items sold on Konga follow general return policies set by us or individual sellers, but some products have different policies or requirements associated with them. Products in the categories below are not eligible for return:

  • Products that have been installed, used, or altered from their original condition
  • Products with tampered or missing serial / UPC numbers
  • Products damaged due to misuse
  • Products in the Games, Music, Movies and Computer Software category that are not faulty and have been opened/unsealed
  • Products in the Food & Drink category
  • Products in the Beauty, Health and Personal care category
  • Jewelry, innerwear, lingerie, and socks
  • Weave on and other hair extensions
  • Products in the Books category
  • Products with broken package seals
  • Items with NO returns policy

    Defective products with manufacturer’s warranties have different policies:
    If a product is covered under a manufacturer's warranty, the product’s manufacturer has authorized third-party repair service providers to repair their products. For these products, you may be directed to contact the manufacturer or service center to handle issues covered under the warranty and receive your repair or replacement free of charge.

    TIP: When buying phones, tablets, computers, or electronics, check the Warranty Information
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    Checking an Item’s Warranty

    Konga makes it easy for you to make an informed buying choice. To inspect an item’s warranty information, simply look in the ‘Product Specification’ section of the product detail/description page.

    Note: Where the service center is not available in your location, you may choose to contact us for assistance. However, the following would apply;

  • The cost of shipping the product to konga and back will be incurred by you.
  • In the event the defect is not covered under the manufacturer’s warranty, you will be required to bear the cost of repair (the cost estimate will be provided by the service center and your consent will be obtained before repairs are carried out on the product).
  • The returned product does not qualify for a refund or replacement from Konga. However,the manufacturer may, or may not offer a replacement under the circumstance.
  • . General Return Process

    1. Registration of Complaint:
    Register your complaint before the return policy expires

    2. Complaint Review:
    Within 48 hours, your request will be reviewed by us (and the seller, if applicable).

    3. Complaint Feedback:
    After your complaint is reviewed, your item may or may not be authorized for return (by Konga or a seller, as appropriate) depending on the ‘General Return Policy Eligibility’ factors described above.

    If return is not authorized, this will be communicated along with the relevant reasons. If return is authorized, you will be sent an authorization along with appropriate information on where to drop off the item.

    4. Return of Item:
    If return is authorized, you will be asked to return the item within the timeframe communicated while ensuring that:

  •      The item is returned in its original packaging with all accessories intact
  •      The item is in the same condition it was in when delivered
  •      The invoice is included with the reason for return written on it
  • 5. Return Confirmation:
    Once your return is received you will receive a confirmation, however if the item does not meet the criteria required for Return of Item, your return may be declined. Please note that this confirmation is simply a confirmation of the return and not of any defect, etc. as the item has not been inspected thoroughly.

    6. Resolution Processing:
    Depending on the exact issue and whether the item was sold by Konga or by a third-party seller, final resolution after return confirmation may happen very quickly or may take longer. Scenarios involving relatively detailed inspections or examinations may take longer.

    7. Final Resolution:
    Your repair, replacement, Konga Wallet refund or exchange will be on its way to you.

    TIP: Returns for third-party sellers are not all sent through Konga Express (K-express) locations. If an order was fulfilled by a seller via another courier service, you may be required to return the item directly to the seller through a channel you and the seller agree on.
    FAQ