Refund Policy
Xclusiv Retail Marketplace Innovation LTD
Version 1.0 — Effective 1 August 2025
1. What this policy does
This policy tells you when you can get your money back for anything bought through Xclusiv — physical products, services and bookings, and event tickets and invitations.
It forms Part C of our Terms of Use and should be read with them. If this policy and the Terms conflict on a refund question, this policy wins.
Your rights under Nigerian law come first. Nothing in this policy, and nothing a seller writes in their own policy, can reduce the rights you have under the Federal Competition and Consumer Protection Act 2018 or the Sale of Goods Act. Where this policy gives you more than the law requires, you get the more generous position.
Sellers can offer more than this policy, never less. A seller may give you a longer return window or easier terms, and where they do, those terms are shown on the listing. No seller may offer you less than this policy provides.
2. Your refund at a glance
"Full refund" means the price of the item, the delivery charge you paid, and any payment or platform fees. Clause 12 explains exactly what is refunded in each case.
3. If your item never arrives
If your order has not arrived [7] days after the latest expected delivery date, raise a claim and we will refund you in full.
If tracking shows the item was delivered but you did not receive it, tell us and we will investigate with the seller and the delivery partner before deciding.
4. If your item is counterfeit
Xclusiv does not permit counterfeit goods. If an item you receive is not authentic, you are entitled to a full refund.
Send us photographs of the item, its labels, serial numbers and packaging. We may ask for an opinion from the brand or an authenticator. You will not usually be asked to return a counterfeit item, since sending it back puts it into circulation again; we will tell you what to do with it.
No time limit, no "Final Sale" label and no seller policy removes this right. We act against sellers who list counterfeits, up to closing their account.
5. If your item is not what was described
If what arrives is materially different from the listing — wrong item, wrong size, wrong colour, different condition, missing parts, or an undisclosed defect — you can choose a replacement or a full refund.
Minor variations in colour between a photograph and the item itself are not usually a material difference. Anything that would have changed your decision to buy, is.
6. If your item is faulty
If an item is faulty, damaged on arrival or not of satisfactory quality, you are entitled to a repair, a replacement or a refund under the Sale of Goods Act and the FCCPA.
Report obvious faults within [30] days of delivery. If a fault was present when you bought the item but only appears later, you still have a remedy — tell us as soon as you find it. No return window in this policy cuts that right off.
7. If you simply change your mind
You may return most physical products within [14] days of delivery for a refund of the price.
The item must be unused, in its original condition, with tags and packaging intact. You pay the return shipping, and the original delivery charge is not refunded. We will tell you where to send it.
This is a courtesy we offer, not a legal requirement, and it does not apply where a listing is marked Final Sale under clause 10. Clauses 3 to 6 are unaffected either way.
8. Services and bookings
This covers catering, venue booking, photography and similar services booked through Xclusiv.
You may cancel a booking. Under Part 15 of the FCCPA you have a right to cancel an advance booking or reservation and receive a refund, less a reasonable cancellation charge. Our standard scale is:
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More than [30] days before the date — [full refund]
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[15] to [30] days before — [refund less 90%]
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[7] to [14] days before — [refund less 80%]
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Fewer than [7] days before — [refund less 60%]
A provider may set a different scale, but it must be shown in writing on the listing before you book. If a restriction on your right to a refund was not disclosed in writing before you booked, it does not apply to you.
If the provider fails to deliver the service, delivers it late, or delivers something materially different from what was agreed, you are entitled to a full refund regardless of the scale above.
9. Event tickets and invitations
Tickets are also subject to the organiser's own conditions, which are shown on the listing.
Cancellation. If the organiser cancels, you receive a full refund automatically, including fees. You do not need to claim.
Postponement. If the event moves to a new date, your ticket remains valid for that date. If you cannot attend, claim a full refund within [7] days of the announcement.
Material change. If the venue, headline act or the character of the event changes materially, you may claim a full refund within [7] days of the announcement.
Refused entry. If you are refused entry because the ticket was invalid, duplicated or non-transferable, you receive a full refund and we act against the seller.
Change of mind. Unless the organiser says otherwise, tickets may be returned up to [14] days before the event date. Inside that window they are not refundable on a change of mind, because they cannot be resold in time.
10. What "Final Sale" can and cannot mean
A seller may mark a listing Final Sale or Non-Refundable. This must appear on the listing before you buy, not only in your confirmation email.
It means one thing only: no returns for change of mind under clause 7.
It does not affect your rights if the item never arrives, is counterfeit, is not as described, or is faulty. Any seller policy that claims otherwise has no effect.
11. How to make a claim
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Open a claim in the app in the settings section, or email support@getxclusiv.com, within the deadline in clause 2.
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Tell us what happened and attach photographs of the item and its packaging where relevant. Keep the packaging until the claim is resolved.
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The seller has [3] days to respond. We will share your claim with them.
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We decide within [5] business days of the seller's response or of the deadline for it, and we tell you both the outcome and the reason.
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Return the item if we ask you to. We will give you a return address or a return label. Do not send anything back before we ask.
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We refund you in line with clause 12.
Who pays return shipping. If the seller or Xclusiv is at fault — not received, counterfeit, not as described, faulty — we do. If you changed your mind, you do.
12. What you get back, and when
Where the seller or Xclusiv is at fault, you receive the item price, the delivery charge you paid, the return shipping cost, and all payment and platform fees. You are put back where you started.
Where you changed your mind, you receive the item price. You pay return shipping and the original delivery charge is not refunded.
Partial refunds may be agreed where you keep an item with a minor defect at a reduced price. We will only do this with your agreement.
Timing. We instruct your refund within [3] business days of approving your claim, or of receiving a returned item where a return is required. Your bank or card issuer may take a further [5 to 10] business days to show it in your account — that part is outside our control, and we will give you a reference if you need to chase it.
Method. Refunds go to the original payment method. If that is impossible, we will agree an alternative with you.
13. Contacting your bank
If something has gone wrong, please raise a claim with us first. Our process is faster than a chargeback and you keep your buyer history with us clean.
You always keep your rights under your card scheme or bank. If you do go to your bank, tell us, so we do not process the same refund twice.
14. When sellers bear the cost
Where a refund arises because an item was not received, counterfeit, not as described, faulty or not sent, the seller bears the cost, and we may deduct it from their balance or future payouts. The seller terms set this out in full.
15. If you disagree with our decision
Email support@getxclusiv.com within [30] days. Someone who was not involved in the original decision will review it and respond within [10] business days.
If you are still unsatisfied, the dispute clause in our Terms of Use applies. You may also complain to the Federal Competition and Consumer Protection Commission at any time, whether or not you have been through our process. Details are at fccpc.gov.ng.
16. Changes to this policy
We may update this policy. Material changes take effect [14] days after we notify you in the app and by email.
Every purchase is governed by the policy in force when you made it. A change never applies backwards to an order already placed.
17. Contact
Xclusiv Retail Marketplace Innovation LTD RC 7011699, No. 10 Sardauna Cresent, Narrawa GRA, Kano, Nigeria
Refund claims: support@getxclusiv.com Appeals: support@getxclusiv.com General support: support@getxclusiv.com Telephone: support@getxclusiv.com
