Refunds and delivery

This policy is for anyone who buys from a store made with BigPlug. Every order is sold, delivered and refunded by BigPlug, whichever store you bought it from.

Paying for an order

• You pay BigPlug when you order, by bank transfer, card or USSD.
• A bank transfer goes to a one-time account made just for your order. Only pay the exact amount shown, and only to the account shown on the order page.
• The price you pay includes the item and the delivery fee shown before you pay. There are no extra charges on delivery.
• Never pay a store owner directly for a BigPlug order. We can't protect payments made outside the order page.

Delivery

• We show the delivery fee and an estimated delivery time before you pay. The fee depends on where you are.
• You can follow your order on the tracking page, and we text you as it moves.
• Please give a correct address and a phone number that works. If a delivery fails because the address was wrong or nobody picked up, we may charge the delivery fee again to send it back out.
• If an order is late by more than 5 days past the estimate, you can ask for a full refund.

Confirming delivery

When your order arrives, we ask you to confirm it on the tracking page. If you don't confirm or report a problem within 48 hours of delivery, we treat the order as received.

When something's wrong

Tap "Something's wrong" on your tracking page within 48 hours of delivery. Tell us what happened and send photos if you can. We cover:

• The item never arrived.
• You got the wrong item, size or colour.
• The item is damaged, faulty or doesn't match its description.
• Part of the order is missing.

We check what happened with you, the store owner and our delivery partner. Most issues are sorted within 3 working days. We will offer you one of these:

• A swap: we send the right item at no extra cost.
• A refund: for the full amount you paid, including delivery. We may ask you to hand the item back to our rider first.

We can't accept returns if you simply changed your mind after delivery, if the item has been used or damaged after delivery, or for items that can't be returned for hygiene reasons, such as underwear, earrings and opened beauty products, unless they arrived faulty. This doesn't affect your rights under the Federal Competition and Consumer Protection Act.

Cancelling before it ships

You can cancel for a full refund until your order is marked as dispatched on the tracking page.

If we can't fill your order

If an item sells out or its price changes after you have paid, we will offer you a swap or a full refund. You choose.

How refunds are paid

• Refunds go back to the account or card you paid from.
• We send the refund within 2 working days of agreeing it. Card refunds can take up to 10 working days to show, depending on your bank.

What it means for plugs

• Your cut for an order is held while a buyer's problem is open.
• If the problem is ours or a supplier's, such as a wrong or damaged item, we still pay your cut once the buyer is sorted.
• If the order is refunded because of something you did, such as a false description, a fake order or telling the buyer to pay you directly, you don't get a cut, and we may take back a cut already paid.
• You can follow an issue and add notes in the order thread in the app. We message the buyer for you under your store name.

Store hosting payments

Store hosting (₦10,000 a month) can be cancelled at any time and stops at the end of the month you have paid for. We don't refund part-months. If we charged you by mistake, tell us and we will refund it in full. See the terms of use.

Contact us

Buyers: use "Something's wrong" on your tracking page, or email [email protected] with your order number. Plugs: tap Talk to us in the app.