Returns & Refund Policy

This policy explains when you can return an item or get a refund on NKEMSTORE, how long you have, and how refunds are paid.

1. Time Limits

Your time starts from the moment your delivery is confirmed with your delivery OTP.

• Perishable goods (for example fresh food, groceries, flowers): you have 24 hours.
• Non-perishable goods (for example clothing, electronics, household items): you have 42 hours.

Requests made after these times will not normally be accepted.

2. When You Can Ask for a Return or Refund

• The item arrived damaged, defective, spoiled or expired.
• You received the wrong item, or a missing part or quantity.
• The item is not as described in the listing.
• The order was paid for but never delivered.

For non-perishable goods, items must be unused and in their original condition and packaging. Perishable goods are only refundable for the reasons above (damaged, spoiled, wrong item, not as described), not for change of mind.

3. What Cannot Be Returned

• Perishable goods that are not faulty.
• Digital products and custom-made or personalised orders, unless faulty or not as described.
• Items that have been used, damaged by the customer, or returned without original packaging (non-perishable).
• Delivery fees, once the order has been dispatched, unless the delivery failed because of our or the vendor’s fault.

4. How to Request a Return or Refund

1. Contact us within the time limit, through the Help Center or at support@nkemstore.com, with your order number, a short description, and clear photos where relevant.
2. We review the request with the vendor and, where needed, the delivery agent’s record. We may ask for more information.
3. If approved, we arrange for the item to be collected or returned where needed, and process your refund.

5. How Refunds Are Paid

• As the business that collects your payment, NKEMSTORE is responsible for paying your approved refund. You do not need to chase the vendor for it.
• Approved refunds are paid to your original payment method within 5–10 business days (your bank or card issuer may need extra time to show it).
• After paying you, NKEMSTORE recovers the refunded amount from the vendor, as set out in the Vendor Seller Agreement.

6. Disputes

If you disagree with our decision, reply to our message or email support@nkemstore.com and ask for a review. If we cannot resolve it, you may also take the matter to the Federal Competition and Consumer Protection Commission (FCCPC) or the courts.

7. Misuse

False or repeated bad-faith refund claims break our Acceptable Use Policy and may lead to account suspension.

8. Contact

Email: support@nkemstore.com