At 9JAWAP TECH SOLUTIONS LIMITED ("9jawap Marketplace"), customer trust and transaction security are our highest priorities. Because 9jawap Marketplace operates as a multi-vendor marketplace connecting independent buyers and sellers, all transactions are secured through our Escrow Payment System.

1. Escrow Protection & Return Window

When you purchase an item on 9jawap Marketplace, your payment is safely held in escrow and is not immediately released to the seller. Buyers have a 14-day Return & Inspection Window from the date of delivery confirmation to verify items, request exchanges, or initiate a return.

2. Eligible Products & Conditions

Returns and exchanges are accepted for both defective and non-defective products (including change of mind or incorrect items). To be eligible for a return or exchange, items must be in new or slightly used condition.

3. Return Method & Exchanges

• Return Method: All physical returns must be sent by mail / postal delivery to the seller or designated return address provided during the dispute resolution process.
• Exchanges: Product exchanges are supported if requested by the buyer and agreed upon with the merchant.

4. How the Return Process Works

1. Initiate a Dispute: Go to your order history and click "Raise Dispute" before the 14-day window expires. Attach photos or video evidence showing any issue.
2. Seller Response: The seller will be given 48 hours to resolve the issue, accept a return, or issue a replacement.
3. Platform Mediation: If the seller fails to respond or a resolution cannot be reached, 9jawap Marketplace administrators will review the evidence and issue a binding decision.

5. Refund Approval & Processing

Once a returned item is received and verified, or a dispute is resolved in favor of the buyer:

• Escrow funds are immediately canceled and returned to the buyer.
• Refunds are processed within 3 business days to the buyer’s original payment method or wallet balance.

6. Fees & Return Shipping

• Return Label & Shipping Fees: Return shipping arrangements and label costs are the customer's responsibility.
• Restocking Fee: A 15% restocking fee (based on the product price) applies to processed returns.

7. Contact Support

For questions regarding escrow holds, active disputes, or return instructions:

9JAWAP TECH SOLUTIONS LIMITED
3, OFF IGE ALEMU WAY, DESA COMMUNITY, Ibeju Lekki, Lagos 105101, Nigeria
Email: [email protected] | [email protected]
Phone: +234 703 896 2954