Refund & Return Policy

At Signature Home Goods, we want you to be happy with your purchase. If there is a problem with your order, our Customer Care Team is available to help resolve it fairly and efficiently.

This Refund & Return Policy explains when products may be returned, exchanged, replaced, or refunded and how to initiate a return.

This policy applies together with your statutory consumer rights under applicable Nigerian law.

1. Our Return Promise

We stand behind the quality of the products we sell.

If you receive an item that is defective, damaged, incorrect, or otherwise qualifies for a remedy under this policy or applicable law, please contact us promptly so we can investigate and provide an appropriate solution.

Depending on the circumstances, the available remedy may include:

Replacement
Exchange
Repair where appropriate
Store credit
Partial refund
Full refund

The appropriate remedy will depend on the nature of the issue and applicable law.

2. Return Period

For eligible change-of-mind returns, customers may request a return within [7 days] of receiving the order, provided the product meets the return conditions below.

For defective, damaged, unsafe, or incorrectly supplied goods, please contact us as soon as possible after discovering the problem.

Nothing in this policy limits statutory rights that apply to defective or unsuitable goods.

Under the FCCPA, consumers have rights concerning goods that are reasonably suitable, of good quality, in good working order, free from defects, and reasonably durable. The Act also provides remedies for certain goods that fail to meet those requirements.

3. Conditions for Change-of-Mind Returns

For a change-of-mind return, the product should generally be:

Unused
Unwashed
Unassembled
In its original condition
In its original packaging where reasonably possible
Free from damage caused by the customer
Accompanied by proof of purchase

Products that have been used, altered, damaged, stained, assembled, washed, or otherwise made unsuitable for resale may not qualify for a change-of-mind return.

4. Defective Products

If a product develops a defect or arrives defective, please contact us.

Depending on the circumstances, we may:

Repair the product
Replace the product
Provide an appropriate refund
Offer another lawful remedy

We may request photographs, videos, or other information to understand the problem.

Where the defect is covered by applicable consumer-protection law or our warranty obligations, customers will not be unfairly charged for the appropriate remedy.

5. Damaged Products

If your package arrives visibly damaged, please notify our Customer Care Team as soon as possible.

Where practical, take photographs of:

The outer packaging
Shipping label
Damaged packaging
Product damage
All relevant parts of the product

This information helps us investigate the matter with our delivery partner.

We may arrange a replacement, refund, or other appropriate resolution depending on the circumstances.

6. Incorrect Product

If you receive an item that is different from the product you ordered, please contact us immediately.

Please provide:

Order number
Photograph of the product received
Photograph of the packaging
Description of the discrepancy

Where we confirm that an incorrect product was supplied, we will work with you to arrange an appropriate replacement, exchange, or refund.

7. Products That May Not Be Eligible for Change-of-Mind Returns

Certain products may be excluded from change-of-mind returns because of their nature, hygiene considerations, personalization, or other legitimate reasons.

These may include:

Personalized or customized products
Products made specifically to a customer’s specifications
Used hygiene-sensitive products
Certain bathroom or personal-use items
Products that have been opened or used where hygiene requirements make resale inappropriate
Items damaged through customer misuse
Items without essential components where the missing components are attributable to the customer
Products clearly identified as non-returnable at the time of purchase

However, exclusions do not remove statutory rights relating to defective, unsafe, or incorrectly supplied goods.

8. Personalized Products

Personalized products, including customized mugs and other items made specifically according to customer instructions, are generally not eligible for change-of-mind returns.

However, if a personalized product is defective, damaged, or incorrectly produced due to an error on our part, please contact us so we can investigate and provide an appropriate remedy.

9. How to Request a Return

To request a return:

Step 1 — Contact Us

Email:

support@signaturehomegoods.com

or contact us via WhatsApp:

+234 XXX XXX XXXX

Step 2 — Provide Your Order Details

Include:

Full name
Order number
Product name
Date received
Reason for return

Step 3 — Provide Evidence

Where applicable, send clear photographs or videos showing the issue.

Step 4 — Wait for Return Instructions

Do not send a product back without first receiving return instructions from our Customer Care Team.

Step 5 — Send the Product

If your return is approved, we will provide instructions on where and how to return the product.

10. Return Shipping Costs

Return shipping arrangements may depend on the reason for the return.

If the Product Is Defective, Damaged, or Incorrect

Where we confirm that the issue is our responsibility, we will determine the appropriate return or delivery arrangement in accordance with applicable law and the circumstances of the case.

Change-of-Mind Returns

Where a return is requested solely because the customer has changed their mind and the product is otherwise correctly supplied and in acceptable condition, the customer may be responsible for applicable return delivery costs.

We will communicate any applicable costs before the return is processed.

11. Inspection of Returned Products

Returned products may be inspected before an exchange, replacement, store credit, or refund is approved.

Inspection may confirm:

Product condition
Reason for return
Product identity
Accessories and components
Packaging condition
Whether the reported defect is present

This process helps us prevent fraudulent returns and ensure that customers receive fair resolutions.

12. Refunds

If a refund is approved, we will communicate the refund amount and method.

Depending on the circumstances, refunds may be made through:

Original payment method
Bank transfer
Store credit
Another agreed method

Where a refund is required by law, we will process it in accordance with applicable legal requirements.

13. Refund Processing Time

Once a return has been approved and all required checks have been completed, we will initiate the applicable refund.

The time it takes for the funds to appear in your account may depend on your bank or payment provider.

Third-party payment processing times may be outside our direct control.

14. Partial Refunds

A partial refund may be considered where:

Only part of an order is affected
A product has a minor issue that the customer agrees to retain
An item is missing a non-essential component
Another circumstance makes a partial refund appropriate

Any partial refund will be communicated to the customer before processing.

15. Exchanges & Replacements

Where appropriate and subject to availability, we may offer a replacement or exchange instead of a refund.

If the replacement product is unavailable, we may offer another appropriate remedy.

Price differences may apply when exchanging an item for a product of a different value, subject to the circumstances and applicable law.

16. Missing Items

If an item appears to be missing from your order, contact us as soon as possible.

Please provide:

Order number
List of items received
Photograph of the package and contents

We will investigate the order and arrange an appropriate resolution where an item was omitted.

17. Incorrect Quantity

If you receive fewer or more units than ordered, please contact our Customer Care Team.

We may request photographs and packaging information to help us verify the issue.

Where an error is confirmed, we will arrange an appropriate resolution.

18. Failed Delivery or Refused Orders

If an order cannot be delivered because of an incorrect address, unavailable recipient, refusal to accept delivery, or other circumstances attributable to the customer, we may contact you to arrange another delivery attempt.

Additional delivery charges may apply where appropriate.

19. Sale & Promotional Items

Products purchased during promotional campaigns may still qualify for returns where permitted by this policy and applicable law.

Specific promotional terms may apply and will be communicated with the relevant offer.

A discounted product is not automatically excluded from statutory consumer protections.

20. Gift Purchases

If an item was purchased as a gift, the original purchaser may be required to provide proof of purchase before a refund is processed.

Where appropriate, we may offer an exchange or store credit instead of refunding the original payment method.

21. Order Cancellation

If you wish to cancel an order, contact us as soon as possible.

We will try to accommodate cancellation requests before the order has been processed or dispatched.

Once an order has been dispatched, cancellation may no longer be possible and the request may instead be treated under our return procedure.

22. Products Damaged Through Misuse

We cannot normally provide a change-of-mind refund or replacement for damage caused by:

Improper use
Accidents
Neglect
Incorrect installation
Unauthorized modification
Failure to follow product instructions
Normal wear and tear where the issue is not a manufacturing defect

This does not affect rights that cannot legally be excluded.

23. Consumer Rights

This Refund & Return Policy does not replace or remove any consumer rights provided by Nigerian law.

The Federal Competition and Consumer Protection Act provides protections relating to the quality, suitability, safety, working condition, and durability of goods and provides remedies in certain circumstances where goods fail to meet those requirements.

Where applicable law provides a greater right or remedy than this policy, the applicable legal right will prevail.

24. Fraudulent or Abusive Returns

We reserve the right to investigate suspected fraudulent or abusive return activity.

Examples may include:

Repeated fraudulent damage claims
Returning products that were not purchased from us
Providing false information
Returning substantially different products
Deliberately damaging products
Repeated abuse of promotional or return systems

We may take appropriate action where permitted by law.

25. How to Contact Us

For all returns, refunds, exchanges, or product complaints:

Signature Home Goods

Email: support@signaturehomegoods.com

Phone: +234 XXX XXX XXXX

WhatsApp: +234 XXX XXX XXXX

Address: [Insert Business Address]

When contacting us, please include your order number so we can assist you more quickly.

26. Changes to This Policy

We may update this Refund & Return Policy from time to time to reflect changes to our products, services, business operations, or applicable legal requirements.

The latest version will always be published on our website.

Our Commitment to You

At Signature Home Goods, we want you to shop with confidence.

We are committed to handling legitimate complaints fairly, communicating clearly, and working with our customers to find appropriate solutions when something goes wrong.

Your satisfaction matters to us, and we’re here to help make your shopping experience as smooth as possible.