Refund & Cancellation Policy

Effective Date: August 2026
Last Updated: October 2026

At DonaBuy Limited (RC:9785919) (“DonaBuy”, “we”, “us”, or “our”), we are committed to providing our customers with a reliable and transparent shopping experience.

This Refund & Cancellation Policy explains when you may cancel an order, request a return, or receive a refund for products purchased through www.donabuy.com (the “Website”).

By placing an order through the Website, you acknowledge and agree to the terms of this Policy, subject to your rights under applicable Nigerian law.

1. Order Cancellation

Customers may request cancellation of an order by contacting DonaBuy as soon as possible after placing the order.

Before Dispatch

If your order has not yet been processed or dispatched, you may request cancellation and, where applicable, receive a refund of the amount paid.

After Dispatch

Once an order has been dispatched, cancellation may no longer be possible. In such circumstances, you may be required to receive the order and follow the applicable return procedure.

Where a cancellation is permitted after dispatch, reasonable delivery, return, or other costs actually incurred may be deducted where permitted by applicable law.

DonaBuy will not impose unreasonable cancellation charges.

2. Right to Return Products

Customers may request to return a product where the product:

• Is defective or damaged upon delivery;
• Is materially different from the product ordered;
• Is incomplete or missing essential parts;
• Does not correspond with the description provided on the Website; or
• Is otherwise eligible for return under applicable law or DonaBuy’s stated product-specific return terms.

Under Nigerian consumer-protection law, consumers have a right to return products in applicable circumstances where the product remains in good condition and the return is made within a reasonable time.

3. Change-of-Mind Returns

Where DonaBuy permits a return solely because a customer has changed their mind, the product must generally:

• Be unused;
• Be in its original condition;
• Remain in its original packaging where applicable;
• Include accessories, manuals, tags, and other items supplied with the product; and
• Be returned within the applicable return period communicated by DonaBuy.

Certain products may not qualify for change-of-mind returns because of their nature, including products that are personalized, made to order, perishable, hygienically sensitive, or otherwise unsuitable for return.

Any such restriction will be communicated to the customer where applicable.

4. Damaged, Defective or Incorrect Products

If you receive a product that is damaged, defective, incomplete, or different from what you ordered, please contact DonaBuy as soon as reasonably possible.

To assist us with resolving the matter, you may be asked to provide:

• Your order number;
• A description of the problem;
• Photographs or videos showing the condition of the product;
• Photographs of the packaging where relevant; and
• Any other information reasonably required to verify the claim.

After reviewing the claim, DonaBuy may, where appropriate:

• Replace the product;
• Repair the product where applicable;
• Provide a refund; or
• Offer another appropriate remedy permitted by applicable law.

5. Refund Eligibility

A refund may be issued where:

• An eligible order is successfully cancelled;
• DonaBuy is unable to fulfil a paid order;
• The wrong product was supplied and a refund is the appropriate remedy;
• A product is confirmed to be defective or materially damaged and a refund is appropriate;
• A returned product meets the applicable return requirements; or
• A refund is otherwise required under applicable Nigerian law.

Refunds will normally be made to the original payment method used for the transaction, where reasonably practicable.

6. Refund Processing

Once a refund has been approved, DonaBuy will initiate the refund within a reasonable period.

The time it takes for the refunded amount to appear in your account may depend on the payment method, bank, card issuer, payment processor, or other financial institution involved.

DonaBuy is not responsible for delays caused solely by a customer’s bank, card issuer, payment processor, or other third-party financial institution.

Where the original payment method cannot reasonably be used, DonaBuy may contact the customer to arrange an appropriate alternative refund method.

7. Return Shipping

Products That Are Defective, Damaged or Incorrect

Where DonaBuy confirms that a product was defective, damaged before delivery, or incorrectly supplied, DonaBuy will determine the appropriate return and delivery arrangements and will not unfairly transfer costs to the customer.

Change-of-Mind Returns

Where a return is requested solely because of a change of mind, the customer may be responsible for applicable return or delivery costs, where permitted by law and where those costs were clearly disclosed.

8. Products That Cannot Be Returned

Certain products may not be eligible for return where permitted by law, including:

• Perishable goods;
• Products made specifically to a customer’s specifications;
• Personalized or customized products;
• Products that cannot be returned for health or hygiene reasons once opened or used;
• Digital products or services that have already been fully supplied or accessed, where applicable; and
• Other products clearly identified as non-returnable before purchase.

This does not limit any consumer rights that cannot lawfully be excluded.

9. Promotional Items and Discounts

Where a product was purchased using a discount, voucher, coupon, promotional offer, or other special pricing arrangement, the refund amount may be calculated based on the actual amount paid for the returned product.

Where a promotional offer required the purchase of multiple products to qualify for a discount or free item, returning part of the qualifying order may affect the promotional benefit.

Any applicable promotional terms will be communicated to customers before or at the time of purchase.

10. Failed or Unsuccessful Deliveries

If an order cannot be delivered because of an incorrect or incomplete address, refusal to accept delivery, repeated failure to receive the order, or other circumstances attributable to the customer, DonaBuy may contact the customer to arrange another delivery attempt.

Additional delivery charges may apply where permitted and where the additional cost results from circumstances attributable to the customer.

If the order is cancelled following an unsuccessful delivery, any refund will be handled in accordance with this Policy and applicable law.

11. Refunds for Unfulfilled Orders

If DonaBuy accepts payment for an order but subsequently determines that the product is unavailable and cannot be supplied, DonaBuy will notify the customer and provide an appropriate remedy, which may include a refund.

Where a refund is applicable, DonaBuy will process it using the original payment method where reasonably practicable.

12. How to Request a Cancellation, Return or Refund

To request a cancellation, return, or refund, please contact DonaBuy through the customer-service contact details provided on the Website.

Your request should include:

• Order Number:
• Customer Name:
• Phone Number/Email:
• Product:
• Reason for Cancellation/Return/Refund:
• Supporting Photos or Videos (where applicable):

Customers should retain their order confirmation, receipt, payment evidence, and other relevant transaction records until the matter has been resolved.

13. Inspection and Verification

DonaBuy may reasonably inspect returned products to determine whether they meet the applicable return conditions.

Where a return is rejected, DonaBuy will provide the customer with an explanation where appropriate.

Nothing in this section is intended to remove or restrict rights provided to consumers under applicable Nigerian law.

14. No Unfair Exclusion of Consumer Rights

Nothing in this Policy is intended to exclude, restrict, or waive any consumer right, statutory protection, warranty, or remedy that cannot legally be excluded or waived under Nigerian law.

DonaBuy will comply with applicable consumer-protection requirements, including the Federal Competition and Consumer Protection Act, 2018, as applicable to its products and services. The FCCPC identifies consumer rights relating to cancellation, returns, fair dealing, product quality, and disclosure of material terms.

15. Changes to This Policy

DonaBuy may update this Refund & Cancellation Policy from time to time to reflect changes in our business practices, products, services, or applicable laws.

The updated version will be published on www.donabuy.com with a revised “Last Updated” date.

16. Contact Us

If you have questions about this Refund & Cancellation Policy or need assistance with a cancellation, return, or refund, please contact:

DonaBuy Limited
Website: www.donabuy.com
Email: support@donabuy.com
Phone: +2348029198320
Address: Port Harcourt, Nigeria

We encourage customers to contact DonaBuy first so that we can investigate and resolve complaints promptly. The FCCPC also advises consumers to first engage the relevant provider before escalating an unresolved complaint to the Commission.